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“It was nice...but not "Ritz" nice” 2 of 5 stars
Review of The Ritz-Carlton, Cleveland

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The Ritz-Carlton, Cleveland
4.5 of 5 Hotel   |   1515 West Third Street, Cleveland, OH 44113   |  
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Hotel amenities
Special Offer
Complimentary Breakfast
Ranked #2 of 35 Hotels in Cleveland
Certificate of Excellence 2014
Chicago, Illinois
Senior Reviewer
7 reviews 7 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
16 helpful votes 16 helpful votes
“It was nice...but not "Ritz" nice”
2 of 5 stars Reviewed August 11, 2008

I would put this in the bottom 10% of our Ritz Hotel experiences. The lobby and restaurant had all of the typical appointments. The rooms were stale and in need of a long overdue upgrade. Most of the staff was great. The concierge was weak, unable to make a simple breakfast recommendation (besides the hotel).

  • Stayed August 2008, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Check in / front desk
    • 1 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
    • 5 of 5 stars Business service (e.g., internet access)
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468 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Ohio
Top Contributor
111 reviews 111 reviews
14 hotel reviews
Reviews in 22 cities Reviews in 22 cities
33 helpful votes 33 helpful votes
1 of 5 stars Reviewed July 10, 2008

On the July 4th weekend we stayed at the Ritz Carlton for a wedding. Wedding was lovely. Cockroach in my bathroom was not. I took the fellow downstairs in a ziplock bag and gave him to the person at the front desk. It really is a heck of a lot of money to stay in a place that has cockroaches!! Had this been the Motel 6 I might not have been surprised. Other reasons for my low rating: the room was never cleaned the second day. We had to call for clean towels which took two trips- one with towels, another with washclothes and a bath mat. The bathroom, although marble, had no exhaust fan, no extra heater, no towel rack heaters, all things that I'd expect at a luxury hotel. Furnishings were old and worn, carpet dirty. The bed was very comfortable and no complaints about it. Internet access was an extra $9.99 per night which is why I did not write this review while there. The staff, especially Chet the doorman, was attentive, kind. They were truly sorry about the cockroach and reduced my bill by one night's stay. I would not- ever- stay at this hotel again. Not even for free!

  • Liked — Staff was friendly and kind. Bed was comfy.
  • Disliked — Old, dirty, not at all luxurious. THE COCKROACH
  • Stayed July 2008, traveled with family
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 4 of 5 stars Service
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bjlekl
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed June 23, 2008

This was our 5 year anniversary and we have stayed at a Ritz-Carlton for each of our anniversaries. And the experience at this hotel was just incredible!

We booked the Culinary Delights package which is part of the Experience More for American Express Members. It was the most incredible experience. We arrived to a bottle of wine and cheese set in our room. In the morning we met Chef Timothy Maxin for breakfast where we went over the days events. The hotel then got us a chaffeurred town car that we took the Westside Market where Chef Tim helped us pick out items that he would prepare for us at lunch time. He took the time to show us around the market, how to select products, and emphasized the importance of really getting to know your vendors. We came back to the hotel where we had some time to rest up, before he served us one of the best meals of our lives--using the ingredients that we chose. He would bring out each dish himself, and discuss that course with us. What service!! What was nice, was that he picked up on certain things as we talked. For instance, in the morning he learned that we were originally from the south. And so what did he prepare--grits. We also asked him a random question about stuffed peppers, and what did he do??--serve grits in a stuffed pepper. Incredible attention to detail. Before our final course, he then took us back to the kitchen for a private tour of the workings in the back. Just an incredible experience!

What set this experience apart from others, were the people. Chef Tim was just incredible. He took the time to get to know us. We felt comfortable asking him questions about cooking, food, and anything else. He treated us as true guest. And his passion for food and cooking was very evident. Do not miss this restaurant, even if you don't do the package. He is a rising star in the culinary world--just an incredible talent. If you go, don't order anything from the menu, just ask for the Chef's choice and then sit back and enjoy.

The second person that made our stay incredible was Brian, the server in the MUSE restaurant. He was always friendly, yet professional. His service was efficient. He was fun to talk to, but not overbearing. He truly set the standard for service quality.

Speaking of service quality, Chet the bellman at the door was the most efficient bellman we have had. But yet at the same time, he was warm and friendly. While some folks, just want their tips, he truly wanted to please--tips or no tips. If he saw us with bags, he would come running--all with a smile!

Like I said, whether you book this package or not (although I would highly recommend it), you will still get to experience really what Ritz-carlton legendary service is all about. The people here truly care about there guest, and go way beyound the call of tuty.

  • Liked — Service, Chef
  • Disliked — Loved everything!
  • Stayed June 2008, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
    • 4 of 5 stars Business service (e.g., internet access)
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Columbia, South Carolina
Contributor
15 reviews 15 reviews
4 hotel reviews
Reviews in 7 cities Reviews in 7 cities
34 helpful votes 34 helpful votes
3 of 5 stars Reviewed June 20, 2008

This was our second stay using the Reconnect with the City package. We booked it through the hotel at a cost of $269 that was to include a deluxe room (described as 450 sq ft on their website); 2 tix to a museum or movie; a $40 hotel credit; and free valet parking. I requested the room that we'd had last year, which was a corner room on the 12th floor. I was told that they could not guarantee that room, but would do their best. I figured if it wasn't available that we'd get a comparable room.

After driving 9 hours, we were assigned a room on the 10th floor. It appeared to be much smaller than 450 sq. ft. and in fact looked just like an ordinary hotel room. Not at all what we'd been expecting based on our experience last year. I called down to the desk to see what could be done. After being told that the room we'd been given last year was a suite and that we must have been upgraded (no one had told us this, so we expected the same type of room), I let the desk figure out what to do. She told me that there were levels of room choice with the package we had chosen. I did not recall that, and after a review of the website on our return home, found that she was incorrect.

She finally said that only the Governor's Suite was available, and that to give us that room she'd have to charge us another $100. She said that the room was normally $700+/nt. As this was the only option given us and we were not about to stay in the average hotel room when we'd been expecting luxury, I accepted.

The suite, while large at 810 sq ft, wasn't quite what we'd been expecting either, but it was fun to have a room with two full baths (though not nearly as nice as the main bathroom in the suite from the prior year and neither had working vent fans), great views (again, not as great as last year), and a dining room table that sat six. The tv by the bed was situated to the left of the bed, making it hard to watch from the bed and had no seating area in front of it. There was a large bleach stain in the carpeting, and most of the furnishings were quite worn and out of date. Shabby, really, except for the bed, which was comfortable (though we did find an unexplainable small blood stain on the top sheet). There were no slippers. Our bed was not turned down as it was last year, nor were chocolates left on our bed.

The worst thing about the room was that there was a housekeeping closet door at the foot of the bed. We had to put a towel on the floor to keep the light out, and several times could clearly hear conversations going on (which meant that they could easily hear any noise we might be making).

We opted for room service breakfast and the delivery woman was very nice. The food was good and our order was correct.

On checkout, the receipt didn't show the $100 increase, but there was no explanation given for the omission. Nice, but if we were being given the upgrade, then I'd prefer to have been notified, as we'd not been notified of an upgrade last year and had expected a comparable room.

The valets were friendly and prompt, though when we were offered bottled water at our departure, they'd found their stash empty and offered to grab some from upstairs. We didn't want to wait, so we declined, but it would have been nice if they'd noticed that they needed replenishing beforehand.

I don't think we'll stay here again. It's too much of a disappointment. We'll go back if they refurbish the place.

  • Liked — Some nice staff; good views.
  • Disliked — Didn't feel special.
  • Stayed June 2008, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Check in / front desk
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Cleveland, Ohio
1 review
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed June 12, 2008

The Ritz Carlton Cleveland, Cleveland, Ohio fails to live up to the flagship's name. Avoid it. We arrived a few minutes early to check in for a weekend meeting in May, 2008. Our room was unavailable at the 4:00 pm check in time and no one at the desk could even tell us when it would be available. We suggested letting us use the room and the cleaning could be completed while we were attending our meeting. The desk refused saying that it was not their policy. (We had a 5:00 pm event to attend and needed to shower and change clothes.) Only by pestering the desk every 5 minutes and eventually calling for a manager did they find us a room by 4:30. Others in our group who were less aggressive did not get into their rooms until 7:30! We waited in a nearby lounge where the uphostered seating was covered with grease stains. We were not offered even a drink for the delay, nor were there any apologies.

The room we were given was large but badly in need of refurbishment. Furniture was old and dumpy - some pieces marred and scared down to bare wood. One whole section of the room was empty as though there was once a furniture grouping there that had been removed. The chair at the desk was so low that is was impossible to work there.

The bathroom cabinetry was likewise gouged to raw wood, and not even a bathmat.

Saturday the restaurant had only a set price breakfast and we were not allowed to order from the menu. This meant paying 25.00 per person for a small and less than impressive breakfast.

I wrote both Ritz corporate and the manager of the hotel with the above comments because I was surprised at the lack of quality and service. I heard nothing from corporate but a week later received a limp apology for the late check-in from the hotel's manager (with no comment about my other complaints) assuring us that it would not happen again. Right! Like we'll give them a chance!

Ritz Carlton should be embarrased to have this hotel as part of their chain. Those who pay the price to get the Ritz name and service deserve better than this. For visitors to Cleveland a better alternative is the Intercontinental Hotel near University Circle. Beautiful rooms and service and a great restaurant to boot. Even the moderately priced east side Marriott is much nicer than the Ritz and rates a thumbs up for service (the bellman walked me to the elevator even though I only had hand luggage).

  • Liked — location
  • Disliked — tacky room + bad service
  • Stayed May 2008, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Check in / front desk
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
    • 2 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chester, VA
Top Contributor
88 reviews 88 reviews
83 hotel reviews
Reviews in 58 cities Reviews in 58 cities
111 helpful votes 111 helpful votes
4 of 5 stars Reviewed May 14, 2008

We stayed in a deluxe room which was certainly nice, clean and comfortable, but the rates Ritz charges are outrageous ($229/night). I don't think it's worth it and probably would have been disappointed had we paid the regular rate. I got a rate of $129/night from www.whatahotel.com. For that price, everything was awesome! The fitness room is incredible and very luxurious - lots of equipment, towels, & water at each machine. Pool, whirlpool, sauna and steam room looked nice too, although the sauna and steam room are in the locker rooms. Also, Ritz's web site states that the pool and whirlpool are open all night, but that's not the case (only open till 10 PM). Parking was good too. Although there's a valet, we parked on the street for free.

  • Liked — Quality of the room for the price paid
  • Disliked — Nothing
  • Stayed May 2008, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
Was this review helpful? Yes 2
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Cleveland, Ohio
Top Contributor
82 reviews 82 reviews
40 hotel reviews
Reviews in 30 cities Reviews in 30 cities
79 helpful votes 79 helpful votes
3 of 5 stars Reviewed April 1, 2008

we have stayed at plenty of ritz's. this one needs to be updated and other things need some help also.

i must say dana in the lobby lounge is a doll! great service.

booked club floor - upon checkin - were told we were upgraded to a suite. it was on the 10th floor - w/ club access. but, we book club for a reason (to be close to coffee in the AM, wine in the afternoon, etc) later we found out why. the 76ers and red sox had the rooms.

tower city is a disgrace.

mortons was good.

bed was super comfy (as always)

no slippers

bthrm is very small. not nearly as big as last yr's stay in SoBe

room srvc = rude people

we live in cleveland (i know, poor us) were going to a concert and didnt want to drive. and, knowing it was connected to the Q was good. but, it sure is quite a walk!

it is a bit tired - needs some updating. looks worn.

i think next time we will do marriot key or renaisance.

i guess it depends on how well traveled you are and what your expectations are. some have lower and some have higher....

  • Stayed March 2008, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Ritz-Carlton, Cleveland

Address: 1515 West Third Street, Cleveland, OH 44113
Phone Number:
Location: United States > Ohio > Cleveland
Amenities:
Bar / Lounge Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#2 Romantic Hotel in Cleveland
#2 Luxury Hotel in Cleveland
#5 Family Hotel in Cleveland
#9 Business Hotel in Cleveland
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — The Ritz-Carlton, Cleveland 4.5*
Number of rooms: 205
Official Description (provided by the hotel):
The epitome of Midwestern hospitality and the only downtown Cleveland hotel to receive a four-star, four-diamond rating, The Ritz-Carlton, Cleveland features: ideal heart-of-downtown location; 205 well-appointed guest rooms and suites with panoramic views of the Cuyahoga River, Lake Erie, and downtown Cleveland; exceptional dining in MUSE and Lobby Lounge on 6; 24-hour Fitness Center; indoor access to Tower City Center; easy walking access to downtown attractions ... more   less 
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Also Known As:
The Ritz-Carlton Cleveland Hotel Cleveland
Cleveland Ritz Carlton
Ritz-Carlton Cleveland
Ritz Cleveland
The Ritz-Carlton, Cleveland Ohio

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