SpringHill Suites by Marriott Cleveland Independence

The front desk clerk Yolanda was one of the best customer service rep. I have dealt with in my 55 years. Very polite, handled the rush and my problem both at the same time with control and confidence very good employe. She went up and beyond to help me.

Nice lobby and outdoor seating area. Checkin and checkout easy. Room was spacious and well furnished. The breakfast buffet was great and snacks and beverages near the.Registration desk were perfect for between meals and reasonably priced.

Good breakfast

If I could give this zero stars I would. We arrived with a group of hockey players, as part of a "stay to play tournament." Meaning the tournament coordinates with this hotel as an approved place for players to stay in order to participate in the tournament.

The day we checked into the hotel, there was an "incident" in the pool and it needed to be closed. We were later told by a staff member, that this is a regular occurrence and an excuse used by the hotel when a large group of kids checks into the hotel.

Another team checked in after us and they were not excessive in noise. The only people we saw the entire time at the hotel was our team, the other team, and the workers, so kids moving around the hotel and parents hanging out in their rooms did not bother any of us. My family left for the day and returned later to a member of the other team fighting with the front desk staff because they were being kicked out of the hotel in the middle of the day, for no reason.

That night the parents from our team were in the lobby eating dinner and watching a game on tv and the front desk worker was on the phone, visibly angry. Moments later the police arrived at the hotel and she brought them up to a "party" which was actually a room with an adult coach sleeping in it. On their way out, the police officer told one of our group members that this is a regular occurrence and happens multiple times a weekend whenever a team arrives at the hotel. Oddly since teams appears to be their only patrons. No action was taken by the police, because no wrong doing was occurring. They left and then were called back again that night and again the following night.

The front desk worker wanted our families to leave the lobby that night, so she continuously flickered the lights up and down.

The food at the breakfast bar was not edible. The milk was rotten/curddled. And the response was "oh darn." The egg bites were burnt to black. The waffle maker was either not brought out or out of batter for the majority of our stay.

The rooms were dirty. Mold on the shower curtain, old bandaid in the cabinet, musty smell through the hallway.

We stayed from wed-sun and never recieved housekeeping, despite asking for service three days in a row. We had to go to the front desk to get towels, tissues and toilet paper replenished.

In hindsight we should have packed up our family and left. If it was not a holiday weekend I probably would have been more inclined to do so. I have never seen an operation quite like the Springhill Suites in Independence and I hope I never see anything like it again.

If you don't want sports teams as patrons then remove yourself from Traveling Teams list of approved vendors. Although I'm sure if you do that, you will have zero business or actually have to provide service.

Do not stay at this hotel. Terrible experience with a General manager and threats of constantly being kicked out of the hotel. We went with a team and the kids and adults were sworn at by a staff member on more then one occassion, kids were followed in the halls by a particular staff member ( all they did was go and visit teammates in other rooms) and we were told to stay in the room at all times. We were threatened constantly with being kicked out. It actually felt like it was a prison. I have been too many hotels and never been treated the way our team was treated. This review does not even cover everything as there is too much to even list. If there was a zero rating I would give that as 1 star is being generous
Safety was also an issue with a very slippery lobby and sidewalk into the hotel. After my son had a big fall in the lobby the wet floor sign and mats came out. When one of the kids of another family fell on the poorly maintained sidewalk the parent let the manager know that she fell. The managers response was she wished the parent fell on the ice and that if they don't like it they can get the F&cK out. This is not how you treat people when you are in the hospitality industry. If you are thinking of staying here...go somewhere else.

Convenient

Breakfast was delicious

The hotel receptionist Shante is very rude, loud and causes chaos. Management needs to do a better job at training and demonstrating professionalism.

A beautiful hotel, room was very clean and quiet.

The front desk agents Yolanda and Shante were very professional and friendly, making me feel so welcome.

The complimentary breakfast and housekeeping were top notch.

Highly recommend anyone planning a stay in Cleveland for business or pleasure, because I know I will again.❤️

Nice stay while in town for work. I had to leave earlier than when breakfast was available - would’ve been nice to have fruit or coffee in the lobby for people leaving early. Steak house was right next door which was nice for dinner.

My family, along with my son’s hockey team families, stayed during a tournament in Cleveland. We arrived Thursday evening, settled in and not even 45 mins later, a teammates family was being kicked out. WITHOUT WARNING. The front desk staff member, Yelenda, had it in for our crew from the moment we got there. She lied to the police, her own supervisor and other guests and fabricated a reasoning for the eviction. During our stay, we felt threatened, bullied and under scrutiny for every little thing we did. Police were called on us multiple times. Another team family was evicted as well as another the following evening.
I have never in all of my years traveling domestic and internationally encountered such horrific treatment from certain staff. In addition, the pool and workout room were “under repair” yet we never saw one piece of evidence to support that. My guess is they did not want any of it being used since the hotel was full of other teams as well.
We were told this hotel is notorious for treating customers this way by the police themselves and recommended we switch hotels to avoid any further instances.
The stay was stressful feeling like you had a target on your back. I do NOT recommend this hotel for any children.

Some of the staff, particularly Yelenda and Timothy, were absolutely horrible to my family and our friends/teammate's families. It was my belief that people working in hotels were in the hospitality business and this facility and most of their staff were anything BUT hospitable. We were there in a "stay-to-play" capacity, meaning our team HAD to stay there in order to participate in the tournament we traveled for. This also means the hotel entered into this agreement with the tournament, knowing hockey players would be present in their facility. This staff kicked out 3 of our families with NO prior warning as to why, even going so far as to call the POLICE to come and escort them off the property. My husband received a phone call stating that the front desk got a noise complaint, and when they were satisfied that there was actually no loud noises coming from the room, they responded with, "We wouldn't want to have to call the police". Completely ridiculous and unacceptable behavior, especially as our options were limited and we were coming from Buffalo, NY. What a way for Marriott properties to treat their Titanium Elite members. I would caution you that if you are traveling with any children, especially those that make ANY noise or may walk faster in the hallway than this staff may find appropriate, to stay in another hotel. This behavior was like nothing I have ever encountered while traveling.

Clean, spacious, value with great service.