Holiday Inn Express Cleveland Airport - Brookpark by IHG

We checked in after a long drive and when we went into our room, it had not been cleaned since the last guest. The beds were slept in and there were towels on the counter and floor of the bathroom and washcloths in the shower. We called the front desk and they said they didn't have any other rooms that would fit us and that there was only one employee so he couldn't leave the front desk. We had to go down to the desk and get towels, sheets, and blankets. Then we had to make our beds and change the covers and put the dirty stuff in the hallway. The staff was not helpful or apologetic the next day. They said they could not refund us anything because we booked through a third party. I contacted hotels.com and they contacted the hotel. Then eventually they said that they could do anything either. They gave us a voucher in the hotel.com account, but not enough to make it right. The pool was also closed. We saw in reviews that it might be so we called and they told us it was fixed. Then when we arrived they told us we were lying or called the wrong place because "everyone who works here knows it is closed". Hard to believe when they can't even clean a room or own up to there mistakes. Sloppy management and a poor way to run a business!

Basic airport-area hotel we used for short stay tied to nearby (and soon-to-close) I-X convention center event. Room itself was better than expected. Few dining options on foot (what you would expect from such an area); free breakfast was a plus, but with a basic menu. Shuttle service to both IX and Cleveland-Hopkins worked well, with some delay for a mid-morning arrival at CLE the only glitch. Good enough choice for a short stay in the airport area as long as you understand the limitations.

Everything was very clean, easy check in, staff was friendly and helpful!

When I wentI to my room, the people across the hall were being very noisy and arguing and loud music. I requested a different room and the staff was very accommodating. I did find the $200 damage deposit to be excessive and was not pleased with that.

Loved the friendly & helpful reception staff, the clean, comfortable, and quiet room, and the delicious breakfast options!

Good breakfast choices and the new coffee dispensers are excellent

Poor customer service. I called to tell them I was going to be one day late arrival on my reservation and they assured me it was OK. When I arrive they had me as a “no-show” and claimed to have no record of my calling, even though there was the record of my having added an additional day with a separate reservation by them. That’s basically calling me a liar and would they not uphold their lack of taking good notes on their end and took zero responsibility. I lost any credits I had from and had to rebook a new stay with them. I will never stay here again and they really missed out on what would have been one nights grace at a slightly lower rate because I will be traveling to Cleveland often now. The price of customer service and essentially telling me I was lying to them because they did a poor job in their own record keeping was completely uncalled for. At least I get to vote with my wallet and take what’s probably thousands of dollars over the next 18 months and spend it on better service elsewhere

Good

Very nice. Breakfast could use some work

FRIENDLY STAFF CLEAN ROOM DECENT BREAKFAST