When i check in around 4pm, I wasen't expecting the receptionist (Tori) to engage in conversation with me or even ask how I was doing with a positive attitude. There was at least 12 people checking in including myself. Most of the people that was checking in were absoultly rude to her for no reason. I was standing in line observing her, and she kept a positive attitude the whole entire time, and was still smiling! When it was my turn to be check in, she asked me how I was doing and I responded not very good, she asked me what was wrong and if there was any possible way she could make my stay better. I replyed with one request joking to her to remove the construction from this area, then said no you'r doing a fantastic job already. During my stay she remainded the nicest receptionist I've ever had. I had lots of request for her to bring me extra towels, blankets, silverware, and even a cot for my kids and she met my requests with excellent customer service. I would definitely recommend this Holiday inn before any other Holiday inn around.

Best motel I've ever stayed at. From the manager all the way down to the staff are very helpful and nice. the rooms are great. anything you want to do is just minutes away. I suggest if you need a place to stay in and around mentor this is the place. 5 stars

We stayed at this hotel on November 9th, 2012. My husband and I were charged for TWO rooms! Torey the front desk clerk did not check us in under our reservation. She made a SECOND reservation unbeknownst to us. They charged us as a no show for OUR reservation. Deborah the manager said that it wasn't within her authority to refund the charges and she would have to speak with Mr. Lamalfa. She called back to inform me that he refused to refund the charges. When I asked WHY, she said that "two reservations were made." No further explanation was given and they were ALL aware that the mistake was made by one of Mr. Lamalfa's employees. In fact, I spoke to Torey again on November 12th who said that she made a mistake and those charges were going to be taken out of her paycheck. I am not sure how I was supposed to respond to that statement? I would HIGHLY reccommend that you search out another hotel before this one. I would be VERY wary when the owner of a company refuses to refund money that should RIGHTFULLY be refunded. He is just plain DISHONEST!!!

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.