The Tudor Arms Hotel Cleveland - a DoubleTree by Hilton

The property is beautiful and clean. Maggie and James were amazing and deserve 5 stars. Other experiences were not so great. Upon arrival, I went to the front desk because we needed parking information and physical keys. I walked up to the front desk and said we were checking in. The girl asked if we checked in online and I said yes. She responded that we don't need to check in because we already are and she doesn't know why people always come to the desk and do this. I explained we wanted physical keys and needed the required parking pass- not sure how we would have gotten these items had we skipped the front desk. Not exactly a warm welcome. Our toilet was broken the second we walked in. They plunged it. After a couple of hours, it was not working again. I called to tell them it was not a clog and had to be something more, but the guy still came up with a plunger. We had to go all night and morning without a working toilet. Our room was nice, but one of the large windows was missing a shade. The staff was never friendly, we were never greeted, never told good morning. Then the worst experience I have EVER had with the most disrespectful staff member at the front desk on June 10 at 5pm. I was travelling with two older women in their 70s and my mother who has a heart condition. We were coming back from a long day, tired, hungry, and needing to take medication. When we pulled up to the parking lot, there was a very long line and no one getting through the gate. After a while, about 15+ cars were stopped in all directions and causing traffic jams. We witnessed several people get out of their cars and attempt to help the person stuck at the gate. After watching these attempts and still no luck, I tried calling the front desk- but no answer. I got out of the car and went to the front desk. I was concerned that maybe the gate was broken (as any reasonable person witnessing the same events would think). A woman was at the front desk (no one else in the lobby). My exact words to her "I'm not sure but I think there may be an issue with the gate". Before I could even finish my explanation of the situation, she completely YELLED at me (with a lot of attitude). she informed me that if people were doing it right it would be working and that she is the only person working and she can't press the button and work at the same time (as if this excuses her from helping guests). At this point, another guest approached to inform her of the same situation and she came completely uncorked at him. She did not say she would fix it or help and she did not offer any solutions. When I asked what we should do I was told to wait and hope the gate opened. Later that evening she was rude to my aunt when she asked what time check out was. Maybe she was distracted by the child she was clearly watching in the back room. I have a BA in hospitality management. I used to work for Hilton. I have been the stressed employee getting complained at, yelled at, mistreated, and I never treated anyone with anything but respect. I have never seen any of my co-workers treat anyone with anything but respect. It is not hard to help those you are in a position to help. This is not what hospitality is about and certainly not the Hilton I know. I tell everyone that Hilton is the best ... if this is the new Hilton standard, I will be looking elsewhere.

Location , rooms

The staff was very very rude

I had a mixed reaction to the Tudor Arms. It was a great location for the Cleveland Clinic which was the reason we were there. It's a beautiful old hotel with a lot of character. Some areas needed a little more love and maintenance. We reserved a king room and in general the room was fine. It was clean and comfortable, except the only chair in the room was a desk chair -- so no other place to sit other then on the bed and the mirror in the bathroom was mounted so high I could not see in the mirror (I am 5'3"). Also the room had no refrigerator or microwave. When we checked out we asked if other rooms had a regular chair and refrigerator or microwave. The response was that if we wanted additional seating you needed to reserve a suite and if we wanted a refrigerator and microwave we only had to ask and they would have brought them to the room, who knew? The best part of the hotel was the shuttle drivers. Both were great and the afternoon driver even had suggestions for dinner and drove us there and picked us up. We had breakfast 2 mornings there. The first morning we ate early as we had to be at the Clinic. The breakfast was fine, pretty much normal standard hotel breakfast food -- definitely not worth $18/person, and not particularly warm. The second time we ate there it was a little later -- 9:00, breakfast ran until 11:00 -- and pretty much everything was empty. They did replenish some of it when we asked. We had dinner in the restaurant one evening and it was good. We're going to try another hotel in the area when we have to go the the Clinic again.

Jennifer killed it with everything. Gave us a early check in as well.

Nothing

can’t imagine how this is a 4 star hotel. we didnt even make it past the lobby and i saw the biggest roach. and the first room they gave us the door was broken and looked like it had been kicked in. dirtiest hotel ive ever been in

Staff was amazing 👏🏾 and kind very accommodating. Our toilet over flowed we let them know left the room and came back room looked amazing. Oh and the warm cookies 🍪

Location wasn't for us however it seems to be located in a hospital district so if you have a loved one in need of heart or cancer care I recommend staying here its close to most of those facilities. Guy at bar was super friendly but a bit overwhelmed.