The Tudor Arms Hotel Cleveland - a DoubleTree by Hilton

Very clean, spacious room

They canceled my reservation because they lost power and had no AC. Never got my refund

We were in Cleveland for a Cleveland Clinic visit. The Tudor Arms Double Tree is close to the Clinic. Upon ckeck-in, we were told there was no A/C. I explained that we were there for the week and needed a room. I presented my Hilton card, and she found a room. It had A/C. The room was large, clean, and comfortable. It worked out well for our stay. We ate at the on-site restaurant twice. The restaurant had good food at reasonable prices. The $18 breakfast buffet was a mistake. Service was marginal. Most employees were more interested in their private conversations than the customer. The shuttle drivers were John and James. They were great! They were prompt, friendly, and gave great recommendations for dinner and attractions. Take care of them.

We arrived and learned the air conditioning was not working. Made my reservation months ago. Found out from another hotel that their AC had been out all summer. No one ever attempted to contact us so we could cancel in a timely manner in order to find a working hotel. Very stressful after a 7 hour drive.

As a loyal Hilton patron, this is one of the most disappointing experiences which does not reflect the Hilton / Doubletree brand. On my way to the hotel I received a voicemail that the AC in all guest rooms were inoperative. I called the hotel, they confirmed this to be true and that guest room windows do not open. They also advised that because of how my reservation was made, they could not cancel it and were not offering compensation. Meanwhile the phone message stated they would be able to cancel the reservation should I want to stay at another hotel. Due to my schedule, and the location of the hotel, I opted to stay the one night. Front desk staff were not welcoming, borderline surly and did not present a professional image (no uniforms). The lobby is dark and the energy of the hotel, while an old historic building, feels heavy and uninviting. My guest room had two fans which were turned on given that there was no AC. The truth is the room was quite large with a desk and had potential. Aside from the inop AC, when I woke up in the morning and was about to make in-room coffee, I noticed that the water reservoir was full of a liquid. I found that strange, disconnected the coffee maker and dumped it out in the sink only to find that instead of the reservoir being full of water it was full of coffee! Bizarre indeed and clearly housekeeping never checked the coffee maker. I went down to reception to get some coffee in the lobby and advised the front desk staff about the coffee maker. He could have cared less. Never apologized and ignored it as though it's not uncommon. Lastly, the bathroom floor appeared to be dirty and the headboard of the bed was stained. Overall the entire property has a run-down feel to it. The worst though was the surliness of the front desk staff. I will not stay at this property again.

Old fashioned and gorgeous

The staff was horrible and impatient

When we checked in we had a fellow with a high voice check us in and he was pleasant, but something seemed to be lacking. So, it was the following morning, when I went down to the front desk to get a bottle of water which was behind the desk she gave me a "Psh you can go get it yourself, it's over there.". I knew, yes this was the one. For years I've been in customer service and trust me there is nothing wrong with "safe". But now and again you need something to REMEMBER a place by, something more exciting, authentic and flavorful. No one dares to cross over into a more bold territory, enter Brittney. She then, after I grab two waters and go to cash out...I ask if I can use cash and she says "I don't have any change, so even if I could I can't anyways cause there's no change." And a kind gentleman (a worker) pulls his wallet out and offers to break my 20. Nonetheless I had it charged to a card, and Brittney mercilessly takes her time cashing out the beverages...And I do say that in a complimentary manner! Perhaps she was enjoying the experience as much as I was! The sad times comes where I go to turn our cards in and yes, my prayers were answered, there's Brittney behind the front desk... "You leavin'? Cause if you leavin' you better make sure everything is out of that room." THIS is such a refreshing parting goodbye in a customer service setting. No artifical "how was your trip?" or "I hope you slept well!" Just true authenticity, grit and street flare! The manager, DISTRICT manager better watch out! Brittney is coming for your position and your cookies! Brittney you were an absolute PLEASURE! I am calling corporate and telling them to upgrade you to the DSITRICT manager position, A/C not needed!

There was no stay. The hotel had an accident earlier in day and had no air conditioning or even the ability to open windows. I had to stay elsewhere. I called Hotels.com within twenty minutes and I had a signed note from hotel that I could get a refund without penalty. Then, over the next several days I was lied to repeatedly by hotels.com while they “f me over” and stole my time during trip. I had charge reversed by American Express. If I have ANY additional trouble from Hotels.com you are 100% assured that I will litigate and that I will win

The bathroom floor is filthy. Debris obvious on floor when I entered. Trash under shelving in the bathroom. Baseboards have months, maybe years of dirt on them. Baseboards on which mattress sits has plastic worn off. Lest you think I am someone not used to traveling, I have spent much of my life traveling. I have been in dirtier rooms in third world countries but Hilton? I haven’t checked out yet, and it will be interesting to see if I have extra charges about which other people have talked. I know this is a historic building and that the retro look is maintained but the light blue chair and ottoman have historic filth on them. The couch is dark and dilapidated. I did not use anything in the living room area because I was afraid of potential contamination. Never again. I will say that someone offered to put me in another room but I had traveled a distance and walked for hours. I did not want to re-pack, the next time I stay in a Hilton I will check everything before I unpack. If I ever stay in a Hilton property again…