Cleveland Marriott Downtown at Key Tower

Breakfast was good and hotel was very clean

Took to long to get breakfast and then try changing me for two. Room key only worked after four or five times. Reservation was for two beds then front desk changed to king.. had to change that. Overall below average.

First let’s start with the good: hotel is in a great location centrally located in Cleveland and easy to walk to most downtown things to do. It’s right next to the memorial fountain with a quaint little plaza out front. The lobby is beautiful and has a great bar and open area to spend some time in. Now for the bad - pretty much everything else. The rooms are completely outdated. A refurbishment was due over 10 years ago. Old furniture, carpet, everything is just really bad. Next the service… completely surprised given all the reviews that mention how good this is, so makes you wonder if those are real reviews. We were checked in by Lurene on what seemed like a relatively calm Friday night. No welcome, just a ‘can I help you?’. After providing our name and phone number, we were basically handed the keys and that was it. No appreciation for Bonvoy status or anything friendly. When we asked a couple questions this seemed to annoy this person versus any attempt to be helpful or kind. Overall it’s been a few years since we’ve stayed here and I can’t believe how much has changed. Not sure if there is new management or what, but a completely different experience which is very disappointing. For a hotel that can make Cleveland look good, this Marriott completely disappoints.

I’m not even staying at the Cleveland Marriott Downtown and we still ended up here two nights in a row. We were in town for the APWA conference and this spot is right across the street. A few of us came in late the first night and the experience was so good we came back again the next night without thinking twice. Devon, the nighttime manager, was great. He was handling guests coming in and still made sure we were taken care of at the bar. He pays attention and knows how to read people. Nothing felt forced or scripted. He just gets it and makes you feel taken care of. Mo was cleaning up and closing things down but still took the time to talk with us, give recommendations, and just be kind. It made the whole place feel comfortable and easy to be in. We were there late and it never felt off or uncomfortable. It felt safe, relaxed, and honestly like we were welcome to be there. We are not guests and still chose to come back. That says everything.

Bed was super comfy! Didn't need to leave the hotel to get a drink or something to eat. Room Service

My room smelled like mildew and I had to switch. The rooms are small No place to park so you basically have to pay for valet.