We checked into the Westin Cleveland on a Saturday afternoon on a busy weekend. We were there bringing our son to Freshman Orientation at Case Western, the Indians had a weekend series against the Orioles (a lot of fans and the team were at the hotel with us), and the Gay Games were going on, so the hotel was fully booked.
Here is our weekend play by play:
Valet and Doorman: For a brand new hotel on a busy street, I was shocked that there was only a curb indent that would fit about 5 cars. The hotel only has a valet option, at $30 per night. The garage is right next door, but was valet only. It was very busy and while the crew greeted us quickly, but it was very rushed to get our luggage and get out of the car.
Check In: Once again, for a large new hotel, there were only 4 check-in spots, and all of the front desk crew was dealing with one customer who had a problem with a pre-paid reservation. I blame this on the design of the hotel, but also the incompetence of the staff. Four people to figure out one reservation while the rest of us waited? We had two rooms, with a request for connecting. After 10 minutes of searching, we were able to land two rooms on the same floor. We seem to have gotten the last King room, as the couple next to us was told to take 2 queens or "come back later to check-in." It was 4:30 and they had requested a King. How does a new hotel not have the computer systems in place to set aside rooms? How were rooms not ready after check-in time?
The rooms: The King was beautiful, with a view of Lake Erie. It was very well designed. The 2 Queen room was also quite nice. The rooms had original art, and the terrific Westin bed. One oddity though - the toilet seats in both rooms were slightly off, like some part had been ordered wrong and they just "made it work." I loved the showers, with beautiful blue tiles and a glass partition that stopped water from coming out but was still open.
The Valet, part 2: We had 7:30 dinner reservations about a 10 minute drive away. We called down for the car at 7:00 and were told that the car would be there in "8 minutes." We went downstairs and waited a little, then checked with the valet and it seems they didn't know we had called down. We saw several cars arrive and be taken to the garage, but we didn't get our car until 7:25 and a lot of "reminders." The Bellman told us several times that it wasn't his fault, "it was the valet's job," and when we finally got our car, the valet sort of apologized by saying there weren't enough of them working for the rush. Well, why not?
The night's stay: The rooms were very comfortable. The beds were great, and the lighting in the room well designed. BUT - the doors from the rooms to the hall were ridiculously loud when they closed! It sounded like everyone in the hallway was slamming their doors when they left their rooms. I don't know what the fix for that is, but it seemed so silly when the rooms were very quiet otherwise, without street noise or much hallway noise.
The next morning: Elevators: Always busy, always a wait, but CRAZY on Sunday at 10:30! We waited while 2 completely full elevators stopped on our floor (we were pretty high), and then we only made the third after an Orioles player held the door and let us on the almost full elevator instead of him. I was surprised at how fast the doors went to close after the elevator stopped on the floor. It cuts into the efficiency if people can't get on in time.
Valet Part 3: We called down, and check in again with the valet, and it was unclear if they had gotten the call. This time, there were plenty of valet employees, but it was busy and the Orioles team bus was taking up almost the whole valet area. We got distracted taking pictures of the players, and when we checked on the car, it turned out that our car was on the other side of the bus (in the middle of the street) and no one told us! I'm amazed at how poorly designed the valet/ drop off is.
Second night/ Valet Part 4: The hotel was rather quiet Sunday night. We walked in and an elevator was waiting on the first floor. When we left Monday, the lobby was empty and our car was waiting for us outside. Everyone was really friendly and helpful. Had we checked in then and stayed a few days, I'm sure I would be writing a glowing review (except for those slamming doors!).
I really wished I could have written a nice review. The hotel was so pretty, and well located. But a brand-new, upscale, chain hotel has to be able to handle crowds and they failed at that.
- 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