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“Has Potential; Missing the Mark on the Little Things” 3 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   |  
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Breakfast for 2 Included
Ranked #5 of 35 Hotels in Cleveland
Atlanta, Georgia
Level Contributor
34 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
“Has Potential; Missing the Mark on the Little Things”
3 of 5 stars Reviewed July 13, 2014

As many people may have noticed, the Westin is a fairly new addition to downtown Cleveland. While this hotel really can't be rated higher than a three circle right now, I want to preface the following review with this: the pros definitely outweigh the cons, and if management pays attention to things like TripAdvisor reviews, they can become a great hotel.

I booked a club level room using the AAA rate, which, according to the Westin website, included a full breakfast for two. Now, why would I book a club room and choose a package with breakfast when, in theory, the club level includes a breakfast offering. Two reasons: 1) the AAA rate was the same price, and 2) with the hotel being new, not much information was offered about the Club Level and if it was even open on weekends, so I wanted to be safe.

Arrival/Check-In: we arrived fairly late (10p-ish), and got checked-in right away. The receptionist was very nice and welcoming, but here is where problems began. We never received information on our included breakfast. In fairness, I didn't bring it up given the club level offering, but I shouldn't have to tell the hotel what comes in the rate that they offered. Next, while we were on the club floor with club access, she commented how she was "upgrading" us because she thought we were nice. I'm not sure if she was just making pleasantries, or if she honestly thought we were being upgraded, but that's a no-no. I paid extra for those services, so don't pretend like you are giving them to me for free. She did tell us that the lounge was on the same floor as our room, but we weren't given any information as to service times or even general hours of the lounge (no information was in our room, either). The next morning, upon attempt of first use of the lounge, we realized she never added access to our keys, so we had to make another trip down to the lobby (a huge pet peeve of mine).

Room/General Decor: We booked a room with 2 Queen beds. I don't know this for a fact (honestly just an opinion), but I would put money on this property being designed as a W at one point. Don't get me wrong, I loved the design and decor of the property, but everything seemed way too trendy to be a Westin. I do think they utilized the room size very well. The rooms feature 46" TVs which is an awesome feature. Now, the bad. The safe had no electricity going to it and therefore wasn't functional (we couldn't find a power cord). The fridge wasn't plugged in so two of us had to struggle to move the entire desk/tv/dresser unit to plug it in. The shower had no water pressure at all (the first morning I exited the shower and asked my family whom I was staying with, "did you enjoy making out with the shower this morning?", because that is how close you needed to be in order to get wet). Another huge design flaw was the location of the toilet paper holder. I know it may seem petty that I even mention this, but it is a prime example of stupid design without testing. I am 6'2", so I have long legs. Therefore, this placement was not a problem for my parents, but I couldn't even sit on the toilet without removing the toilet paper because it would hit my legs.

Club Lounge: It is technically two floors, because club level rooms are on 22 and suites (which generally include club access)d, are located on 23. There is no signage from the elevator lobby to the lounge, so it took me time to actually find its location. The lounge itself is beautiful, the staff inside was friendly, and offerings for breakfast and cocktail hour were great (evening selection included beer wine and spirits...big plus!). They did suffer from a stocking problem, which I think was a direct result of this desire for presentation (ie. they would only have one or two of each beer out at a time, so they were constantly out of beer)...same thing with the coffee and juices in the morning.

Overall: I think there was good value for the price we paid, but this definitely isn't what the hotel is hoping to charge per night. They had the acceptable rates, but the "prepaid rate" (generally the cheapest rate the hotel offers), was over $150 more per night. They have a long, long, long way to go to charge those amounts.

Room Tip: Ask for a room with a lake view. The other view isn't bad, but the lake view is better.
See more room tips
  • Stayed July 2014, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Rooms
    • 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.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this review, March 5, 2015
Dear CMHTraveller

Thank you for choosing to stay with us at the Westin Cleveland Downtown. Although you had a pleasant stay, we still were not 100% for your entire stay. We would love to have you visit us again so you can see all the great additions we have made and the strides we have made to fix the issues you may have encounted in our first couple months of being opened.

We are looking forward to your next visit.

Best regards,

Bob
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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323 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 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (92)
Date | Rating
  • English first
  • German first
  • Portuguese first
  • Spanish first
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English first
Medina, Ohio
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 stars Reviewed July 11, 2014

Stayed here a few weeks back---was impressed by the chic and modern decor. The staff was very friendly; anytime we saw a staff member throughout our stay, they struck up a conversation with us and inquired if they could better accommodate us in any way. Urban Farmer is delicious and a perfect addition to Cleveland's foodie scene. Such a sophisticated addition to CLE--very excited to visit both the city and the Westin again!

  • Stayed June 2014, traveled as a couple
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this review, March 5, 2015
Dear Peter B,

We appreciate you staying with us at the Westin Cleveland Downtown. It's always a pleasure to read that our staff is accommodating to all of our valued guests.

We look forward to your nexti visit.

Best regards,
Bob
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ridgefield, Connecticut
Level Contributor
4 reviews
4 of 5 stars Reviewed July 10, 2014

Completely re-modeled hotel. Cool lobby. Nice rooms. Friendly and efficient staff. Convenient downtown location, perfect for business traveler or visits to Indians/Browns game or Rock and Roll Hall of Fame.

  • Stayed July 2014, traveled with family
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this review, March 5, 2015
Dear SKI-MRG5,

Thank you for staying with us at the Westin Cleveland Downtown and for your very kind comments.

We look forward to your next visit.

Best regards,

Bob
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 stars Reviewed July 9, 2014

Excellent! The service was wonderful, the staff polite and very, very accommodating. One thing I loved about the rooms, is where the outlets are. You can actually plug your phones in and anything else you need charged right next to your bed. I travel quite a bit, and I rarely take the soaps, but they were so nice here I asked the front desk if I could have some before I left. They not only gave me a couple, but a nice gift as well. The rooms were very nicely appointed, comfortable beds, very nice linens. And to top it off - great location. Close to wonderful restaurants, the Rock and Roll Hall of Fame, stadiums, and a little park. One last thing, the food was fabulous. Plus they have a Starbucks right at the hotel. If you're staying in downtown Cleveland stay HERE.

Stayed July 2014
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this review, March 5, 2015
Dear Chan2ce,

Thank you for staying with us at the Westin Cleveland Downtown. I am so glad you had such a great stay with us. We look forward to your next visit - enjoy the soaps!

Best regards,
Bob
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Level Contributor
42 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
5 of 5 stars Reviewed July 3, 2014

Upon arrival I was warmly greeted by the front desk staff. After a very efficient check-in I was escorted to the elevators and informed of all of the property amenities. The lobby was beautiful and more designed than a typical Westin. There were more colors and textures which is definitely appreciated as most Westin's come off as monochromatic and unexciting. I was upgraded to a large suite which also had more color and texture than most Westin hotels. I loved everything but the carpet. It was very loud and didn't really fit into the design scheme. The club lounge was two amazing floors and a nice retreat from the city. I was very impressed with Rolanda Heath and Bianca Carr, two staff members in the lounge. They were so attentive, fun to speak to and energetic about working at the Westin. It made spending time in the lounge a pleasure! I really enjoyed the restaurant/bar, the Urban Farmer, as well. The food and drinks were terrific at reasonable prices. I will definitely stay at this property when in Cleveland. Thanks for a great stay!

Room Tip: Suites are nice but half of the hotel overlooks the lake and the Rock and Roll Hall of Fame. Choose...
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  • Stayed June 2014, traveled on business
    • 5 of 5 stars Value
    • 5 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this review, March 5, 2015
Dear Diana M,

What an AWESOME review. I was so happy to read your review of our property. I'm so glad that all of our staff took such great care of you!

We look forward to your next visit to the Westin Cleveland Downtown!

Best regards,

Bob
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Denver, Colorado
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 stars Reviewed June 30, 2014

This newly remodeled Westin is modern, warm and welcoming. The bell staff absolutely did not let me ever open the main door in my comings and goings, which were many, they were really on the ball!

The lobby was very artistically designed from the mosaic tile in the lobby, to the light fixtures overhead, to the "head sculpture" that was painstakingly hand covered in local wood! The room was modern and well equipped.

We were able to walk everywhere from the property. Very convenient to the convention center, the Browns stadium, Rock-n-Roll hall of fame, etc. We even walked to the Gateway district on a very pleasant evening. There is a Starbucks inside the hotel, how great is that?

I had chance to use the gym as well. Very well equipped with treadmills, ellipticals, jacob's ladder, circuit training machines, jump ropes, and dumbbells - lots of TV's too!

Not to be missed is the restaurant adjacent to the hotel, Urban Farmer. Had one of the best meals of my life! Great spot for all three meals, and drinks in the bar. Really lively, fun atmosphere!

Room Tip: Upgrade to the club lounge level. Awesome view and great food.
See more room tips
  • Stayed June 2014, traveled on business
    • 5 of 5 stars Value
    • 5 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this review, March 5, 2015
Dear Diana M,

Thank you for choosing to stay with us at the Westin Cleveland Downtown. I enjoyed reading your review and all of your kind words.

We are looking forward to you staying with us again!

Best regards,

Bob
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Elkins Park, Pennsylvania, United States
Level Contributor
29 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
5 of 5 stars Reviewed June 30, 2014

This west in just opened and the staff couldn't be more helpful. The front desk manager went out of his way to make our stay special. All our needs were taken care off. The hotel was remodeled and is beautiful. It's in a great location, right next to the convention center. Highly recommend it!

Room Tip: Join Starwood preferred for a high floor
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  • Stayed June 2014, traveled on business
    • 5 of 5 stars Value
    • 5 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
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bob M, General Manager at The Westin Cleveland Downtown, responded to this review, March 5, 2015
Dear Ginny L,

Thank you for choosing to stay with us at the Westin Cleveland Downtown. I loved reading your review, thank you for your kind words.

We look forward to your next visit.

Best regards,

Bob
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
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:
#3 Business Hotel in Cleveland
#3 Luxury Hotel in Cleveland
#3 Romantic Hotel in Cleveland
#5 Family 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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