The Tudor Arms Hotel Cleveland - a DoubleTree by Hilton

The staff member at the desk when I checked out did not even say thank you, in other occasions, when I went out and came in to the hotel he saw me, but never greeted me. This is a customer service focused job. Obviously, being unfriendly, looking that I owed him money, this is not the right job for him.

First room we had , refrigerator didnt work, and although we had 2 TV's only one had a remote and was hooked up to service. Someone removed the cable from the tv to the wall
Also first room the sofa was covered in stains
Also I booked and paid for the room a week prior to arriving , only to find out they were all taken

No air conditioning. Because I was not informed by the third party booking company he said I could cancel my reservation and receive refund in 5-7 days. It is midnight, I’m 4 hours from home with no place to go and no extra money to get a room somewhere else. The parking is not easy to find in the dark and the parking is not lighted. The attendant reluctantly retrieved a fan but only after I requested. Overall the room was clean enough except the bathroom. It looked like they swirled the toilet and called it good enough. No way was I getting in that shower.

A little bit of mold on the corners of the shower.

Just about everything

The manager in the morning was a nice surprise considering the guy at night looked like he was in some gang over-running the hotel. Seriously, not to sound crazy but front desk guy HAS to Smile and be friendly in a 4-star “no free breakfast” hotel. It was 2:45 AM. Maybe I’m being over-critical. Parking was free but little hard to find.

Clean

First thing I did not like was I was not told how to get into the property. could not park in front and go inside. Parked in a dark alley and came through a back door. If I had been handicapped and unable to walk up steps it would have been very bad. My daughter has trouble walking. Upon entering the parking lot, not well lit. It was dark when I checked in. We got checked in and went to our room and came down about 6:30 for dinner at your restaurant. No Chef. Ordered pizza delivery. Breakfast was good but wasn't $18 good, it was convenient good. Our room was for handicapped person. Yes the door was made for handicap person but it did not have a walk-in shower. Luckily my daughter is not in a wheelchair.

The check-in experience left a lot to be desired. The staff member on duty when we checked in, made it quite clear she was doing us a favour by checking us in and was miserable. We couldn't use the free Wi-Fi when we got to our room, because it turns our she'd given us somebody else's room, so it didn't recognise us. She then blamed us for giving her somebody else's name! We checked in with family members and repeatedly asked that our 2 rooms be charged separately. We then found out we were charged for 2 rooms and our family charged for 1 room. Someone had clearly been sick outside on the steps and it looked like it had been there for a while. The hotel had no atmosphere and looked empty. The staff member on duty when we checked out was also miserable and looked like he didn't enjoy his job. Not a pleasant experience at all. It is such a shame as it could be such a lovely hotel - just needs some enthusiastic staff who like their job! It is obviously very handy for anyone attending one of the many medical facilities, in the vicinity. Otherwise, not close to anything.