Holiday Inn Express & Suites Cleveland West - Westlake By Ihg

“Would have been a poor review if housekeeper Luz, had not saved the day”

Would have been a poor review if housekeeper Luz, had not saved the day! I did not have a great experience to start out… I flew in for a funeral and got to the hotel around 130 and just needed to change and head out for the service. I wasn’t really welcomed and even though I have the top loyalty wi… lisää

Would have been a poor review if housekeeper Luz, had not saved the day! I did not have a great experience to start out… I flew in for a funeral and got to the hotel around 130 and just needed to change and head out for the service. I wasn’t really welcomed and even though I have the top loyalty with IHG that was not recognized at all. She just said you’ll have to wait there are no room rooms ready. So I sat and waited and asked if I could buy a soda and I did. She told me she would let me know if something was ready. About an hour and a half later, I came to the desk and asked if my room was ready yet and she was like oh yeah wait a couple of rooms are ready now and I guess she wasn’t planning on thinking to tell me. She then welcomed me as a diamond elite member and told me I could have a free snack and soda and I told her I had already paid for the soda and wish she would’ve said that when I first checked in. So I wound up taking the points instead. I got to the room and it smelled very musty and like animals. They allow pets and I’m allergic to pets and feathers in thr pillows. I called down and asked if there was any way I could switch rooms and the front desk person who was not very helpful handed the phone to the head housekeeper, Luz. Luz was an angel. She removed all of the sheets and remade the bed with fresh linens and gave me four foam pillows. She also ran an air cleaner in my room for a 30 minutes and when I came back in, it smelled like a completely different room. I told her she didn’t have to go through all of that trouble and she said it would make her feel better if she did. She truly cared about my comfort and my allergies and went above and beyond to make this a great stay. I probably would’ve left two stars if it weren’t for her and because of her, she made it a great experience - ThankYou Luz!

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“Fine experience. For kids, pool area looks A+”

A perfectly fine experience for a hotel of this type. I’d say it’s a bit pricey for the experience but lots of business travelers, so they can do this. The hotel is a bit worn but clean. My room was super musty and smelled like there had been a smoker at some point. I appreciated the wide varie… lisää

A perfectly fine experience for a hotel of this type. I’d say it’s a bit pricey for the experience but lots of business travelers, so they can do this. The hotel is a bit worn but clean. My room was super musty and smelled like there had been a smoker at some point. I appreciated the wide variety of pillow firmness! Really nice touch. The breakfast area was spotless during breakfast service-not easy! I hung my DND my first full day, but left it off my second day (of a four night stay) and room was not serviced. I don’t need daily but fresh towels, a quick vacuum would be nice. I would expect with no DND from 9am-4:30pm, those things could have been done. Friendly staff. I’m not a pool person but it looked awesome if you had kids. A proper kid area with splash pad too.

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“Quiet, clean and relaxing”

It's was a pleasant and quiet stay for the Thanksgiving holiday as we wanted to just have a night alone away from home. The location is great with everything we needed very close by (gas station, restaurants, etc). The rooms were very clean as was the pool. It was a tad pricey but considering it wa… lisää

It's was a pleasant and quiet stay for the Thanksgiving holiday as we wanted to just have a night alone away from home. The location is great with everything we needed very close by (gas station, restaurants, etc). The rooms were very clean as was the pool. It was a tad pricey but considering it was also a holiday it was to be expected. We would go again.

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“Hotel has seen better days”

We stayed here last year and just loved this hotel. Not so much this year! Noticed that it changed a lot in cleanliness & breakfast. Just the little thing that show the hotels decline. Spots on the rugs, low water pressure. The breakfast was horrible fruit was well over ripened black bananas. No pa… lisää

We stayed here last year and just loved this hotel. Not so much this year! Noticed that it changed a lot in cleanliness & breakfast. Just the little thing that show the hotels decline. Spots on the rugs, low water pressure. The breakfast was horrible fruit was well over ripened black bananas. No pancakes machine was broken. Not much of a selection. They did have eggs(omelets) with vegetables in them. Some people like just plain eggs. The lady walked around and was friendly. Overall the staff was great!

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