Hilton Garden Inn Cleveland Airport

I booked a room to share with a friend; I stayed the first night and it was very comfortable. Room was quiet and clean, bed a little soft for me, but comfortable enough. Water was hot, plenty of towels ,etc.

The purpose of the stay was a function in a town about 35 miles south that my friend and I were both attending. She arrived directly to the function Saturday morning. We arrived at the hotel around 7pm the second evening and the lobby was rather full of people and also warm. We had our first load of luggage but when we got to the elevator bank, the button didn’t work. I went back to the desk to ask about the elevator and was told that a big storm (she said ‘tornado’ but it was a thunderstorm) had gone through and there power was out. Our room was on the 7th floor. I asked what our options were and she said, well, we could wait in the lobby, that the power was estimated to come on around 9 or 10pm. I said that wasn’t an option, we needed to get our stuff to the room, shower, change and find dinner. Note, the lobby was well-lit.

This was when the “well, I understand, but there’s nothing we can do” started. I disagree. We are a74 year old and 58 year old not in the best of physical fitness. But too bad for us. A nice young guest offered to help us carry our things up the stairs. 7 flights. When we got to the top floor, there were no lights in the hallway and we had to use our phone flashlights to see.

We entered the room and the light in the vestibule and the bathroom worked. The air conditioning and power outlets did not. We had to make one more trip down and back up. So then we REALLY needed showers. We then takes down the 7 floors one more time and went to dinner. We noticed that businesses and buildings in the same area all appeared to have power.

When we returned, around 10pm, the power was still out. Now they said, hopefully by morning. So, up we climbed again. We plugged in our phone chargers and hoped they would charge up at some point. I called the front desk and asked if they could move us to a room on a lower floor so we could move our stuff that night and then have an easier time in the morning with all of our luggage. Now, their system was down and they didn’t know what rooms were available (that seems surmountable, but they weren’t into critical thinking). I asked if they could ‘walk’ us to another Hilton property nearby so we could sleep in air conditioning. No go. The front desk staff was basically helpless.

At 4am, the sound of the air conditioner coming on was so welcome! I was able to get some sleep then. My alarm was set for 6 and I called down to see if the elevator was working. The person answering the phone said she had just started her shift but that the power was on. I said that I knew that, but was the elevator working? I had to ask her to go check and call me back…which she did (literally, the elevators were around the corner from the front desk).

We packed up to head down to our cars (yay, elevator!) and I stopped at the front desk to turn in my key. I asked what accommodation they were making considering the power outage and she said ‘here breakfast.’ I said, I booked a hotel, not a restaurant and that was not acceptable. She gave me the manager’s business card and I will be contacting him.

If I wanted to go camping, I would have done so. I thought the room rate was fair, but I booked a hotel with elevators, air conditioning and decent reviews. I got that one night, but not the second.

Hilton can do better than this.

Very beautiful inside

I stayed in this hotel one night and three things broke. Also, the tub lining was disintegrating and lined in rust. The carpet is worn and dated. I suppose parking was fine and online check-in via the app was easy, but that's about all I can say. Oh... and breakfast is $18.

The location to the airport was perfect. The area was very safe, no need to fear local crime. The facility is very clean and appealing. The beds afford the best possible nights sleep and the indoor pool was off the chart enjoyable.

Breakfast is too expensive

Expensive, chose not to pay for it

Breakfast was out quickly and good quality. The location is odd to get to and too close to a major highway.

Clean and location

Rooms were clean and comfortable, breakfast was great and front desk staff was nice. We extended our stay a few times due to family being in Cleveland Clinic ICU and the staff was amazing.

Cleanliness and comfortable stay.

On late Sunday night July 5th many flights were canceled so there were many people checking in. The gentleman at the front desk was so friendly and polite. He handled check-ins quickly and quickly it’s a smile. Excellent job.