The Tudor Arms Hotel Cleveland - a DoubleTree by Hilton

The property is beautiful and clean. Maggie and James were amazing and deserve 5 stars. Other experiences were not so great. Upon arrival, I went to the front desk because we needed parking information and physical keys. I walked up to the front desk and said we were checking in. The girl asked if we checked in online and I said yes. She responded that we don't need to check in because we already are and she doesn't know why people always come to the desk and do this. I explained we wanted physical keys and needed the required parking pass- not sure how we would have gotten these items had we skipped the front desk. Not exactly a warm welcome. Our toilet was broken the second we walked in. They plunged it. After a couple of hours, it was not working again. I called to tell them it was not a clog and had to be something more, but the guy still came up with a plunger. We had to go all night and morning without a working toilet. Our room was nice, but one of the large windows was missing a shade. The staff was never friendly, we were never greeted, never told good morning. Then the worst experience I have EVER had with the most disrespectful staff member at the front desk on June 10 at 5pm. I was travelling with two older women in their 70s and my mother who has a heart condition. We were coming back from a long day, tired, hungry, and needing to take medication. When we pulled up to the parking lot, there was a very long line and no one getting through the gate. After a while, about 15+ cars were stopped in all directions and causing traffic jams. We witnessed several people get out of their cars and attempt to help the person stuck at the gate. After watching these attempts and still no luck, I tried calling the front desk- but no answer. I got out of the car and went to the front desk. I was concerned that maybe the gate was broken (as any reasonable person witnessing the same events would think). A woman was at the front desk (no one else in the lobby). My exact words to her "I'm not sure but I think there may be an issue with the gate". Before I could even finish my explanation of the situation, she completely YELLED at me (with a lot of attitude). she informed me that if people were doing it right it would be working and that she is the only person working and she can't press the button and work at the same time (as if this excuses her from helping guests). At this point, another guest approached to inform her of the same situation and she came completely uncorked at him. She did not say she would fix it or help and she did not offer any solutions. When I asked what we should do I was told to wait and hope the gate opened. Later that evening she was rude to my aunt when she asked what time check out was. Maybe she was distracted by the child she was clearly watching in the back room. I have a BA in hospitality management. I used to work for Hilton. I have been the stressed employee getting complained at, yelled at, mistreated, and I never treated anyone with anything but respect. I have never seen any of my co-workers treat anyone with anything but respect. It is not hard to help those you are in a position to help. This is not what hospitality is about and certainly not the Hilton I know. I tell everyone that Hilton is the best ... if this is the new Hilton standard, I will be looking elsewhere.

Location , rooms

I had a mixed reaction to the Tudor Arms. It was a great location for the Cleveland Clinic which was the reason we were there. It's a beautiful old hotel with a lot of character. Some areas needed a little more love and maintenance. We reserved a king room and in general the room was fine. It was clean and comfortable, except the only chair in the room was a desk chair -- so no other place to sit other then on the bed and the mirror in the bathroom was mounted so high I could not see in the mirror (I am 5'3"). Also the room had no refrigerator or microwave. When we checked out we asked if other rooms had a regular chair and refrigerator or microwave. The response was that if we wanted additional seating you needed to reserve a suite and if we wanted a refrigerator and microwave we only had to ask and they would have brought them to the room, who knew? The best part of the hotel was the shuttle drivers. Both were great and the afternoon driver even had suggestions for dinner and drove us there and picked us up. We had breakfast 2 mornings there. The first morning we ate early as we had to be at the Clinic. The breakfast was fine, pretty much normal standard hotel breakfast food -- definitely not worth $18/person, and not particularly warm. The second time we ate there it was a little later -- 9:00, breakfast ran until 11:00 -- and pretty much everything was empty. They did replenish some of it when we asked. We had dinner in the restaurant one evening and it was good. We're going to try another hotel in the area when we have to go the the Clinic again.

Jennifer killed it with everything. Gave us a early check in as well.

can’t imagine how this is a 4 star hotel. we didnt even make it past the lobby and i saw the biggest roach. and the first room they gave us the door was broken and looked like it had been kicked in. dirtiest hotel ive ever been in

Staff was amazing 👏🏾 and kind very accommodating. Our toilet over flowed we let them know left the room and came back room looked amazing. Oh and the warm cookies 🍪

This is a once-grand building now fallen on hard times. Everything is slightly shabby. The seats in the lobby have the stuffing falling out. The shades in the room are unraveling. While the room is big, it's a bit odd that the only seating is a single desk chair. The floor is grimy, and the tissue box had a wad of tissues shoved into it at the bottom. More importantly, in three days they never serviced our room once, which meant the garbage built up - and though I called in advance to tell them to remove feathers from the room (due to an allergy) they ignored my call and endangered us by retaining the feather bedding. They charged $18 for breakfast, and the breakfast was very poor. I will say that the rooms are big, the beds are comfortable, there were lots of outlets, and the shower is nice. It is clean enough to be ok for a day or two, just don't order the breakfast and insist on whatever services you need.

Close to case western medical school for my son’s graduation at Severance Hall

Double tree Hilton on Carnegie avenue in Cleveland - filthy room. Had to Stay for 2 weeks for Cleveland clinic medical emergency. We had to beg them to change the sheets and when we asked at the front desk to PLEASE change our sheets they literally GAVE us one top sheet so we could change our own bed. They had to call housekeeping for a complete set of sheets. Housekeeping had left for the day (it was 6 pm and our room had not been been cleaned yet). Maintenance man was sent to our room to mop floor and change sheets - 2.5 hours later!!! He was clearly not happy about having to do this and threw pillows against the wall and knocked things off of bedside table.

No access to current room charges on the tv.

No access to tv guide or menu.

The floors had not been cleaned in a very long time - as evidenced by our bare feet walking in the room.

Our floor smelled like cannabis - so
Much for non smoking.

As a diamond member, we expect (and expected) much better accommodations than this. This was certainly NOT THE HILTON THAT WE KNOW.

He took one of our pillows with him for some odd reason so we had to track him down. He went into the dirty electrical room to get a pillow and “clean” pillow case”. The room was filthy and full of cleaning supplies.

We had a king 2 room suite. Room 908. There was no table to eat at and no chairs. A VERY uncomfortable couch. Update furniture please. It is backbreaking to sit on FOR 2 WEEKS.

The fridge, microwave, and kitchen drawers were dirty and full of crumbs.

The bathroom floors were never mopped.

The windowsills were so dirty the dirt was caked on. Yes we tried them ourselves.

It took many phone calls to the front desk and chats with Hilton online to finally get some response from the manager - after we had been here a week!!!!

There were 3 days that we did not want housekeeping due to medical treatment. In that case, we retrieved our own towels and took out our own trash.

DON’T STAY HERE!!!!

This is a wonderful place to stay when you have to go to the Cleveland clinic or anywhere else. The warm oatmeal cookies were delicious and I fell in love with their pillows.

The room was probably the largest room I’ve ever stayed in and it was pretty cozy, with a more modern feel but the layout still makes it feel like it’s part of the OG layout from the 1930’s. Idk if it’s because we had a wheelchair accessible room, but there were no rugs so bring slides or house slippers if you’re one of those people that don’t like to or physically can’t walk on hard floors.

Close to the Cleveland Clinic