During Hurricane Sandy's swing through northern Ohio, we were without power and decided to head to our local HI Express while we figured out how to deal with next few days. Many in our locale had the same idea but we were able to reserve a 2-Queen suite for 2 nights. We were exhausted from 24 hours without power. All we wanted was a relaxing night to decide what to do if the power was out a long time. My husband and I met at our house after work, packed a few things by flashlight and with our son headed only a mile away to this hotel. When I made the reservation I told the agent I did not have my husband's Priority Club number but was assured they could look it up when we got there. Unfortunately, customer service does not seem to be a priority at this hotel. Standing at check-in, the clerk declined to look up my husband's club number. He proceeded to rifle through his suit case and found a receipt from a previous HI stay with his number on it. Finally checked in, I jokingly said, "No goodies for Priority Club members?" At EVERY OTHER HI Express we have stayed in in the last few years we have been offered at least a snack and drink on check in. This clerk said, you can have a couple of bottles of water, and she proceeded to hand us two very tiny bottles of water and invited us to partake of the cash bar going on behind us. Gee thanks.
This hotel does not have an attached restaurant but there are many nearby. One LARGE caution though - you can see many restaurants from the hotel parking lot but I guess there must be a feud going on between the hotel management and surrounding properties because there is NO connecting road to the road where the restaurants are. You must exit the hotel property and go down another road to get to all the food. On a very busy road, with no light at the hotel exit.
We had dinner then returned to the hotel hoping to relax in the hotel pool. This was something we had promised our son also. We go to the pool, no towels! They keep the towels at the check-in desk, a very looooonng way from the pool. The pool area was warm, the water was cold. Another fail.
Returned to the room hoping to get some coffee and snacks. There is a very large vending area near the pool. There was some coffee in the room. However, I am a tea drinker. In every other HI Express I have stayed in this year the breakfast area was open 24-7 for coffee, tea and hot water. Not here, it was locked up tight. No coffee in the lobby either. No tea to be found.
Our room had a kitchenette, no glasses, dishes or utensils.
We were in a 2 room suite. Room 1 was a living area with a TV. Room 2 contained 2 queen beds with a TV. Would have been better if the beds were in the separate areas. Also, the bathroom was tiny and the sink was OUTSIDE the bathroom in the room, not divided in any way from the sleeping area. That meant the next morning when my husband had to get up earlier than my son and I, we all had to wake up too so he could turn on the light to shave. A very weird room arrangement.
Unfortunately, when choosing a hotel in Mentor, this is your best choice as far a cleanliness and safety. But don't expect good customer service, even if you are a Priority Club Member.
No idea. Queen suite was strangely arranged, maybe others are better.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I appreciate you taking the time to inform us of your stay. I remember the hotel being very active that week. We as well as the other area hotels were doing our best to house many of you who were without power. Along with our regular guests. Looking up a Priority Club number is never an issue, the front desk has access to Loyalty Connect 24/7, however if there is no activity the software will time out the program and the Associate would need to reinitialize the Loalty Connect and that would have taken a few moments. We do provide a bottle of water at check in, along with a nice variety of fresh fruit, which is at the front desk daily. We provide a nice assortment of apples, oranges, plumbs and bananas. Monday ~ Friday fresh baked cookies are also placed out by the 24/7 coffee station located adjacent to the front desk. Fresh coffee is available in our lobby area 24/7 as per the IHG standards. Hot tea is available upon request. We have found that the thermos method for tea does not keep the water as hot as most people would like. Each guest room has a well stocked basket of regular and decaf coffee along with regular and decaf tea. Microwaves and refrigerators are also in all guestrooms for your convenience. There is never a reason for a guest to do without. If at anytime you are in need of extra amenities or special items for your guestroom, contact the front desk or concierge and theses items can be brought directly to your guestroom. The convention center we are attached to provides hot Hor ‘dourves, cold canapés, light snacks, and a variety of desserts. These items are all complimentary and are available to all hotel guests as well as the guest attending the Conference Center for an event. Our pool is controlled by a state of the art computer system that automatically regulates the water and air temperature of the pool area to keep it comfortable for our guests. In close proximity to our hotel there is a wide variety of restaurants within walking distance. Unfortunately the hotel does not have a say regarding throughways and traffic lights those are determined by the city planning and zoning departments. We believe that every guest is important whether they are a Priority Club member, CEO, or railroad worker. We want all guests to enjoy their stay with us and we would like the opportunity to do anything in our power to see that the request you have will be taken care of. I sincerely hope that in the future if you find the neeed to make lodging accommodations out of necessity of a natural disaster or a simple get away you will consider staying with an IHG property.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.