First I have been a Marriott customer for at least 30 years having visited most all of the brands. They are all excellent, but my preference is the Residence Inn. My late wife and I stayed at several, and enjoyed all the amenities.
This review is about a particular Residence Inn in Cleveland. The Cleveland Airport Residence Inn. My late wife and I stayed there several times, and circumstances not withstanding, was our home away from home in Cleveland.
Some background. My late wife's family lives in Cleveland. Holidays can be an issue. I have fixed TWO FULL THANKSGIVING DINNERS in this hotel thanks in large part to the management and staff. We had extra table, full services, extra pots and pans in our room upon arrival. Dinners came off without any issue, and many claimed they were the best ever. We also hosted a gathering of friends in our room (penthouse) that again was an excellent time (and the last time my wife saw many of her friends). All we had to do at the desk is inform them of the extra cars, and to keep the party low key. It was a great evening.
But to the point of this review.
As I've mentioned she's my late wife. I brought her back to Cleveland for final resting. Of course, I was staying at my Cleveland home. I informed the staff of my issue. There was silence on the phone. I could tell they were struggling to react. Many of the staff we have known for some years. The manager, Ms. Davis, got on the phone, expressed her and her staffs sympathies and then simply said "What can we do for YOU", I really didn't have to say much, just room, no more penthouse.
I arrived as scheduled. Desk clerk IMMEDIATELY expressed her sympathy. Anything I needed just ask. We are family. These are the quotes that were used. As if that wasn't enough, I get to my room and there is a Gorgeous Basket of delicacies, but what was more heartfelt was the sympathy card from the whole staff. I think I cried for 15 minutes just because of this act of kindness.
I was able to keep it together for the most part thanks to the interaction of family, and the staff. But again what tore me apart (in a good way), was the staff saved a Sunday paper with my wife's obituary in it, and discretely gave it to me at breakfast.
Ok so I dare anyone to match a hotel, and more particularly a staff (MARRIOTT MANAGEMENT PAYATTENTION), that would go further than the extra mile as this one.
As long as I keep coming back to Cleveland (my wife is entombed there so I'll be back constantly), this is the Marriott property that will indeed be my home away from home.
As final note, I will be there on Memorial Weekend. My first time back to see my family, and my wife. I'm looking forward it
Regards to all,
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dave, my team and I truly enjoy having you as our guest. You have stayed with us for quite some time and you are absolutely part of our Residence Inn Family. We know it has been a tough year for you and as you know we engage with all of our guests as we truly want to make a difference in their life while they are a guest of our hotel. Thank you for taking the time to write such an amazing story about how we have impacted you and your stays in Cleveland. We look forward to seeing you again soon.
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Residence Inn Cleveland Airport
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.