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“Awful front desk worse customer service line.” 1 of 5 stars
Review of Holiday Inn Express Cleveland-Richfield

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Holiday Inn Express Cleveland-Richfield
2.5 of 5 Hotel   |   5171 Brecksville Road, Richfield, OH 44286   |  
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Ranked #1 of 6 Hotels in Richfield
Mentor, Ohio
1 review
4 helpful votes 4 helpful votes
“Awful front desk worse customer service line.”
1 of 5 stars Reviewed December 9, 2013 via mobile

We were on our way to go to a different city and our car broke down. So after an hour and a half in the freezing cold with our three young children we get towed and taken to a gas station. Right next door was this holiday inn express and its the same type of hotel we were planning on staying in so we figured we would stay therw. The first person was arranging for our room and an older man came out and said "the motel next door is cheaper you should stay there" I said "we prefer to stay here they don't have everything we need"(like a crib for our infant) and he said "oh they are a lot nicer than they look why don't you go there" no we really wanna stay here " he reponded with "I don't really wanna find a place for you and your kids cuz they might make noise and I don't need all of that you should stay next door" nevermind the fact that they had nothing that we needed like a microwave or crib or enough beds and that it was eleven o'clock and I was freezing and nine months pregnant and my kids were exhausted and just needed a warm place to sleep and we had already had a hellish evening he sent us back out in the cold to go somewhere else. When I called the 800 number they said "we can't help they can do that. But we will make a note and have someone follow up with you" no one called back and when I called they said to call the hotel manager and they will help you. " they offered us a free breakfast....... really that's really helpful days later when we are at home. Unbelievable!

  • Stayed December 2013
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HIExpressRichfield, Director of Sales at Holiday Inn Express Cleveland-Richfield, responded to this review, December 10, 2013
While we certainly empathize with this family's situation, our hotel policy requires payment for the room at check in. We wish them the best of the luck with their car repair and their family, but they did not stay with us for a valid hotel policy reason and I will be asking for this review to be removed as the guest never stayed at the hotel.
Thank you,
Janet Wise
Director of Sales
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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108 reviews from our community

Traveler rating
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    14
    4
    3
See reviews for
42
28
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 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 (14)
Date | Rating
  • English first
  • Any
English first
Bethlehem, Pennsylvania, Usa
Top Contributor
60 reviews 60 reviews
21 hotel reviews
Reviews in 38 cities Reviews in 38 cities
52 helpful votes 52 helpful votes
5 of 5 stars Reviewed December 2, 2013

Spent the night here on a return road trip from visiting friends in Michigan. This hotel is conveniently located off the Ohio Turnpike. It was a good price. The room was very large and very clean. It was quiet. No outside noise. The breakfast was served in the "Great Room". Lovely room with lots of tables, a fireplace and a couch. The food was great. A large variety including pancakes, omelets, sausage, bacon and all the usual breakfast fare. I would definitely recommend this hotel.

  • Stayed December 2013, traveled with family
    • 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.
HIExpressRichfield, Director of Sales at Holiday Inn Express Cleveland-Richfield, responded to this review, December 3, 2013
Thank you for the 5 star rating! I'm glad that you like our location and found us to be quiet and clean!
Thank you,
Janet Wise
Director of Sales
Holiday Inn Express & Suites Cleveland-Richfield
5171 Brecksville Road
Richfield, OH 44286
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Henryville, Pennsylvania
Contributor
18 reviews 18 reviews
11 hotel reviews
Reviews in 16 cities Reviews in 16 cities
29 helpful votes 29 helpful votes
4 of 5 stars Reviewed December 1, 2013

The room was very nice with exceptionally soft towels. The room was clean - thank you good housekeeping!

When we checked in we asked the desk clerk where the nearest Olive Garden was and the Desk clerk Kelly knew where it was and gladly directed us. After a swim we got ready to leave for the Olive Garden and Kelly, bless her, had printed out directions for us and watched for us to see we got them. Service like this speaks of her character and the quality people you have working for you

Very nice full breakfast in the am

Also a huge thank you for a fantastic deal from hotwire

  • Stayed November 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 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.
HIExpressRichfield, Director of Sales at Holiday Inn Express Cleveland-Richfield, responded to this review, December 3, 2013
I am glad to hear that you had a great stay. We do participate with Hotwire. I will pass your compliments along to the staff.
Thank you,
Janet Wise
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sylvania, Ohio
Contributor
13 reviews 13 reviews
10 hotel reviews
Reviews in 9 cities Reviews in 9 cities
56 helpful votes 56 helpful votes
4 of 5 stars Reviewed November 17, 2013

Location was conveniently located -- right next to Ohio Turnpike 80/90 and minutes away from Cuyahoga Valley National Park. The hotel is easy to find, very pretty and very clean. The room was very comfortable, limited view, but appreciated having a refrigerator and microwave. Breakfast was very good -- hot eggs, sausage, gravy, English muffins, and wonderful orange juice and hot chocolate. Disappointed that the cinnamon rolls were not up to the normal standards. Staff were very friendly and willing to give map of restaurants in the area.

  • Stayed November 2013, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 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.
HIExpressRichfield, Director of Sales at Holiday Inn Express Cleveland-Richfield, responded to this review, November 18, 2013
Thank you for the nice review. I'm glad that you found our location convenient, our staff friendly, our hotel clean and our breakfast good. I will follow up on the cinnamon roll comment as we do only purchase brand standard cinnamon rolls; so I'm not sure what happened. We are very close to the National Park.
Thank you,
Janet Wise
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Senior Contributor
38 reviews 38 reviews
12 hotel reviews
Reviews in 27 cities Reviews in 27 cities
24 helpful votes 24 helpful votes
4 of 5 stars Reviewed October 27, 2013

Decent weekend price. Nice comfortable room. Breakfast was plentiful but cinnamon rolls were not up to typical quality. First batch had been sitting and were burned on bottom. Second batch was cold. Oh well. Beds and pillows were comfortable. Heat was crazy. Cold outside but set heat at 68 and still the room was too hot. Any lower and it was freezing.

Stayed October 2013
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HIExpressRichfield, Director of Sales at Holiday Inn Express Cleveland-Richfield, responded to this review, October 28, 2013
Thank you for the review. I will check on the cinnamon roll situation and if you ever experience a thermostat issue in the future, just call us at the desk and we can instruct you on how to cool the room.
Thank you,
Janet Wise
Director of Sales
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Contributor
14 reviews 14 reviews
13 hotel reviews
Reviews in 13 cities Reviews in 13 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed October 24, 2013

The first room we were given had a toilet that would not stop running. The clerk was gracious and gave us a new room. The new room was a standard hotel room. It was nothing fancy, but it was clean and the bed was fine. Right near the Ohio Turnpike. Had a decent breakfast in the morning. Don't know much more about the area, since we were passing through from Illinois to New Jersey.

  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 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.
HIExpressRichfield, Director of Sales at Holiday Inn Express Cleveland-Richfield, responded to this review, October 26, 2013
Thank you for the positive review and I 'm so glad we took care of the toilet issue! We are at exit 173 on the Ohio Turnpike.
Thank you,
Janet Wise
Director of Sales
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Youngstown, Ohio
Senior Contributor
30 reviews 30 reviews
6 hotel reviews
Reviews in 14 cities Reviews in 14 cities
11 helpful votes 11 helpful votes
5 of 5 stars Reviewed October 13, 2013

This was a great hotel. Staff was very friendly and professional. The free water and snack upon check in was a nice added bonus! Room was clean and comfortable. The pool could use some updating (repaint) but was still nice. The breakfast was well-stocked and breakfast area was very clean. I even saw the breakfast worker disinfecting the trash cans!!
Very nice overall. We would certainly stay there again.

  • Stayed October 2013, traveled as a couple
    • 4 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.
HIExpressRichfield, Director of Sales at Holiday Inn Express Cleveland-Richfield, responded to this review, October 14, 2013
Thank you for such a glowing review! We do try very hard to be clean. We did just touch up our pool paint and we are going to completely redo it this winter. It is never a good time to such it down. I'm glad that you liked our staff and our welcome treats for IHG Rewards Club members.
Thank you,
Janet Wise
Director of Sale
Holiday Inn Express & Suites Cleveland-Richfield
5171 Brecksville Road
Richfield, OH 44286
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 Holiday Inn Express Cleveland-Richfield

Address: 5171 Brecksville Road, Richfield, OH 44286
Phone Number:
Location: United States > Ohio > Richfield
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 6 Hotels in Richfield
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Holiday Inn Express Cleveland-Richfield 2.5*
Number of rooms: 67
Official Description (provided by the hotel):
Welcome to the Holiday Inn Express Hotel & Suites Cleveland-Richfield. Located near Interstates 80 & 77, between Cleveland and Akron, our Richfield hotel is an excellent destination for both business and leisure travelers. Our Richfield hotel is near several businesses such as Charles Schwaab, Aetna, Cisco Systems, BF Goodrich, AT&T, FedEx, Ford Training Center & FBI Training Center. Though our hotel is convenient for travelers attending area business meetings, it is also great for those hosting on-site meetings, as we have space for up to 50. Families will enjoy exploring the Cleveland and Akron areas. Attractions near our hotel in Richfield include Cuyahoga Valley National Park & Brandywine/Boston Mills Ski Resorts. The Cleveland Museum of Natural History, the Great Lakes Science Center, the Rock and Roll Hall of Fame, the Pro Football Hall of Fame, Blossom Music Center, Playhouse Square, Firestone Country Club, Cedar Point, Geauga Lake Wildwater Kingdom, Aurora Farms Outlets and Cleveland & Akron zoos are also nearby. Our Richfield accommodations are near world-famous hospitals like Cleveland Clinic and University Hospitals, as well as local universities such as Case Western, Cleveland State and Akron U. During your stay in Richfield, enjoy our indoor heated pool and whirlpool area, fitness center, free high-speed Internet access and free hot breakfast bar. Check out our great Richfield hotel deals and book your stay today. ... more   less 
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Also Known As:
Holiday Inn Express Cleveland-Richfield Hotel Richfield
Holiday Inn Richfield
Holiday Inn Express Richfield
Richfield Holiday Inn
Holiday Inn Express Cleveland-Richfield Ohio

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