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“Poor service, not ready to be open” 1 of 5 stars
Review of The Westin Cleveland Downtown

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The Westin Cleveland Downtown
4.0 of 5 Hotel   |   777 St. Clair Avenue NE, Cleveland, OH 44114 (Formerly Crowne Plaza Hotel Cleveland City Centre)   |  
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Ranked #20 of 35 Hotels in Cleveland
Cedar Falls, Iowa
Senior Reviewer
9 reviews 9 reviews
Reviews in 5 cities Reviews in 5 cities
4 helpful votes 4 helpful votes
“Poor service, not ready to be open”
1 of 5 stars Reviewed June 10, 2014

We stayed at the Westin for 3 nights for a wedding. The front desk could not find our correct reservation, and gave us the wrong gift bag from bride and groom. The wait time for room service was longer than most hotels, food was decent. When calling the front desk to have our car brought up, three times they did not give the valet the message. My husband called the front desk to have fans brought up, and half hour later they hadn't brought any up. He called back and they told him they don't have any fans. I asked for sheets, blankets, and several pillows for the pullout sofa as there weren't any in the room - they only brought up one pillow. A houseman walked in our room without knocking, saying he was going to pick up the rollaway bed. I told him there was no rollaway bed, and he looked surprised and left. The shower leaked all over the bathroom floor every time we showered, and there was painters tape still around the door in the bathroom. My husband wanted a soda but didn't want to wait for the slow room service - he called to see where the pop machines were at and the front desk said they had not been put in yet. Not once during our stay did the staff ever apologize for the poor service. I did get an email apology from the manager, but there was no offer of discounting the rooms.

In summary, a very frustrating and unprofessional experience at this hotel. If it weren't for the wedding reception and other family members staying at this hotel, we would have left!

Room Tip: The grand suite is bigger than the junior suite, but the website doesn't specify what you are ge...
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  • Stayed June 2014, traveled with family
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark A, General Manager at The Westin Cleveland Downtown, responded to this review, June 18, 2014
Dear Megan,
Thank you for taking the time to comment on your experience at our new Westin Cleveland, and disappointed to hear your stay did not meet expectations. As a newly opened property we are improving our services every day, and look forward to welcoming you back to this wonderful facility!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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136 reviews from our community

Traveler rating
    49
    44
    19
    15
    9
See reviews for
17
29
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45
Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (42)
Date | Rating
  • English first
  • German first
  • Portuguese first
  • Spanish first
  • Any
English first
1 review
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed June 1, 2014 via mobile

This is a brand new hotel and the building and facilities are amazing! The room we were in had a great view and the bathroom was very nice. It had modern amenities such as outlets on the bedside table and huge TVs (see below). The workout room was great too; lots of machines (cardio & strength) and it rivaled a real gym (I actually wish my gym was as nice).

Unfortunately, however, the execution of the various services failed during our stay. First, the TVs didn't actually work. None of the channels could be tuned in and, even after a visit by engineering, we were left with two non-working televisions. The response by the staff was just a shrug and "must be something wrong with the dish". The TVs in the gym didn't fare much better receiving only a handful of channels. It was interesting that the "dish" worked somewhat in the gym but not in our room. Secondly, despite paying more for an Executive Level room we were still charged for internet and were not told by any of the staff that there was an executive lounge nor the option for free breakfast. The internet charge was taken off after a brief discussion with the front desk. Speaking of the internet, it was somewhat hit and miss and often devices would timeout while trying to connect. The internet service is limited to 3 devices per room (choose wisely). Finally, a relatively minor point, the "fresh" flowers in our room were several weeks old and molding.

All in all, I think this hotel will be very nice but needs a lot more time to work out the kinks.

  • Stayed May 2014
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark A, General Manager at The Westin Cleveland Downtown, responded to this review, June 11, 2014
Dear MeganB,
While we have recently opened, disappointed the we did not deliver a wonderful experience during your stay. We do have drinks and various guest items available in our Lobby, and have improved our Valet delivery after testing our process during our soft opening period. Our teams are working hard to execute our standards, and deliver above expectations!

Thank You!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed May 28, 2014

The first thing you notice about the hotel is the logo emblazoned on the building THE WESTIN. Never saw that before. But I think this establishment is going to certainly deserve that prefix soon.
The valet parking attendants are courteous without being too pushy. They don't allow self park but I was able to utilize the free street parking due to the Memorial Day weekend. They were still nice to me.
Maybe due to a technical glitch, but my Platinum status did not show up on their system. Once I showed them my SPG card, both physical and on the app, the manager Adan Pacheco immediately arranged a junior suite upgrade, which was fabulous. (1018) However the front desk seemed to be still feeling their way through the newly installed software. The staff also were not familiar with the SPG perks for a Platinum.
The next thing you notice is the lobby. Very chic, almost like a trendy W. Nice music piped in and this hotel will please both the Westin fans and W fans. In fact, this is looking like a superior Westin. The rooms are amazing, great design elements. The only design fault was the hidden coffee maker which forced us to take it out and put it on a counter top and operate it. Felt bad about the inevitable stains. They need a tray.
The in room dining order was hard to place as the staff is still not familiar with the menu. The food was great although they should have realized it is not easy to deliver a Cappuccino hot to the room before committing.
The star attraction of the hotel is the on site restaurant, Urban Farmer. Great menu although left my vegetarian wife out in the cold. The ambiance is very trendy and the bar is a nice hang out. This will be a magnet for people in downtown Cleveland soon.
The Club Lounge was not yet open but the manager made some accommodations for our breakfast. All in all, this is a great addition to the Starwood family that is still struggling with issues of having just opened.

Room Tip: All rooms are BRAND NEW and have great amenities!
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  • Stayed May 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark A, General Manager at The Westin Cleveland Downtown, responded to this review, June 11, 2014
Dear PuneetG,
We appreciate your comments on our new Westin Cleveland. Our Grand Opening was filled with excitement, and our associates are working to create a unique service experience in Cleveland. Please know feedback is an important part of our growing culture in exceeding expectations!
Thank You!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kingsport, Tennessee
Senior Contributor
25 reviews 25 reviews
5 hotel reviews
Reviews in 9 cities Reviews in 9 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed May 26, 2014

We stayed at the Westin for a wedding. Everyone was still doing their training, but they were very friendly and professional. The room was very nice and we enjoyed the stay. A few minor drawbacks...no vending machines in the hotel at all. Also, there is no parking and we had to pay for valet parking in order to not park on the street. The wedding reception was held at the hotel and it was beautiful! The food was excellent and the stay was very nice.

  • Stayed May 2014, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark A, General Manager at The Westin Cleveland Downtown, responded to this review, June 11, 2014
Dear AshleyB,
Thank you for taking the time to provide feedback on your stay during our Grand Opening! We are proud of the property, and looking forward to welcoming you back soon!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Westin Cleveland Downtown

Address: 777 St. Clair Avenue NE, Cleveland, OH 44114 (Formerly Crowne Plaza Hotel Cleveland City Centre)
Phone Number:
Location: United States > Ohio > Cleveland
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#5 Luxury Hotel in Cleveland
#10 Romantic Hotel in Cleveland
#15 Business Hotel in Cleveland
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Westin Cleveland Downtown 4*
Number of rooms: 484
Official Description (provided by the hotel):
Bringing new energy to the financial district, The Westin Cleveland Downtown recently completed a $64 million dollar transformation. The hotel sits between the convention center and the galleria, and is located within blocks of The Rock & Roll Hall of Fame & Museum, Indians' stadium, Browns Stadium, Horseshoe Casino and East 4th Entertainment District. The hotel is pending LEED certified, and is comprised of 484 upscale guest rooms that provide stunning views of Lake Erie and the vibrant cityscape. ... more   less 
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Also Known As:
Crowne Plaza Cleveland
Cleveland Crowne Plaza
The Westin Cleveland Downtown Ohio

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