Checked in on a Thursday afternoon, the same day as the Browns and Bills were playing right next door. Had to wait on my room till 5:15 pm, but the front desk offered to cover my parking free $20 and also offered access to the concerige level on the 20th floor. While it wasn't perfect, the service and demeanor and well being wasn't overlooked. The staff was likely being held between a rock and hard place between the Bills being in the hotel, a large meeting and them holding rooms till late in the afternoon, since the game wasn't until 8.
The hotel was nice. The parking was attached underground, and covered with a green touch by the city. The rooms were clean, and 4 star like. I would stay here again, but the choices of a great hotel in downtown Cleveland are really, really limited. The checkin area has a couple of stores and food and bar area, which is a nice compliment to the hotel.
The only thing I didn't like was the $17 a day for wi-fi, something that is easily offered for free at lower quality hotels. Those days of paying for that service are over.