克里夫蘭麗思卡爾頓飯店

We stayed at this Ritz-Carlton pre-Covid, and loved it. Sadly, service has deteriorated notably. It’s still a physically luxurious hotel and in a good location, extremely convenient for events at Progressive Field or Rocket Mortgage FieldHouse, which are connected via internal walkway from Tower City Center. The room itself (Premier Deluxe) was large, comfortable and well-furnished with an actual 6-drawer dresser, so plenty of space to put our clothes. Plus drawers and electrical outlets at each bedside, good lighting, 6 pillows, lots of counter space in the spacious dual-vanity bath, though minimal amenities, no cotton swabs or pads or makeup remover cloths. And some of the staff still try very hard to provide a luxury hotel experience. There were just too many missteps marring the overall impression. These are mostly minor annoyances, and if we were staying at a mid-market hotel, I would more easily overlook them. But they are charging Four Seasons prices, without delivering Four Seasons service. 1. I extended my reservation, and had to book the additional two days separately to keep existing pricing on the other two. I asked the agent if she could link the two, and mentioned it again in my prearrival questionnaire. But when I checked in, she said it was for 2 nights – then she noted the other reservation and spent some time “linking” them, but said our keys would stop working on the third day and we would need to come to the desk to get them reactivated that morning, she couldn’t do it now. I’ve never seen a hotel so unable to cope with extending a reservation. 2. I had also made a room location request in my prearrival questionnaire, which was not mentioned at check-in. When I remembered after getting to our room and called to ask about it, she said no Premier Deluxe rooms were available on the floor I requested (where our friends were). It would have been nice if she’d at least acknowledged the request and apologized for not being able to fulfill it, and given me an opportunity to make a choice between room type and location. 3. No recognition of us as returning guests, just a rote “thank you for your loyalty” after she asked if we’d been there before. 4. The room was full of warning signs…don’t take the big bottles of shampoo, they will charge you $68 a bottle; don’t touch the minibar items or you’ll be charged, don’t put anything of your own in the fridge or you’ll be charged $50! Also a cryptic warning on the in-room safe referring to state liability laws. No restaurant or room service menus, just a QR code. It gave Holiday Inn vibes. 5. The room had only one bathrobe. I called to request a second robe and half a dozen hangers. When I called a bit later to report that the battery on the safe was dead, he asked if I’d received those items. Nope. He said he’d follow up, and a few minutes later someone delivered the robe and four hangers – I guess six was too much? 6. The next day, we reminded them at midday about the safe batter

We were so excited to stay at the Ritz Carlton again for the third time while we visiting family here for Thanksgiving. Unfortunately, the hotel was a let down due to housekeeping services. The only reason we gave it 2 stars was because of the amazing staff at the bar. The non-existent housekeeping was the let down. Day one there was no cleaning of the bathroom or garbages. Day two there was no cleanup of garbages or coffee center ( no restocking) Day three there was no restocking of coffee bar again, no vacuuming or cleaning of surfaces. Crumbs and dirt everywhere. Maybe they were going to because they left their microfiber cloths strewn about. So sad. We left generous gratuities every day. I went to desk to discuss my concerns and ask for coffee resupply and was basically dismissed and disrespected. Too bad because we always loved this hotel.

We were visiting my Parents in Tuscarawas county and decided to go to a Cavaliers game. I initially booked an employee rate through the Hilton Garden Inn, but after reading unfavorable reviews on TripAdvisor, I checked the Bonvoy app and my points status. Low and behold, I had a free room voucher. With an additional 7,000 points, I secured a room at the Ritz Carlton. Awesome! The service is impeccable. Everyone is so nice. My 12 year old Son’s first NBA game. He was awestruck by the buses. We rode in the elevator with some very tall, well dressed men with head sets. My Son was in heaven and acted so professional, not badgering them for autographs, but now I wish we would have at least asked for a photo opportunity. The young lady at valet, Curtis at checkin , the gentleman at check out, Harrison the bellman and the gentleman (doorman) with glasses, who was working there 12 years ago, when my wife and I visited, were all exceptional. Also, kudos to the Valet man at checkout who noticed our tire pressure light was on and offered to get a air compressor to check our tires, before our 800 mile ride home. Parking is $60 overnight. We didn’t use them, but the restaurant and bar look excellent. The hotel is so convenient to Rocket Mortgage Arena, you don’t even leave the building. Already planning to return next year!

I am currently staying at this hotel as my husband is having surgery at the Cleveland Clinic. I cannot say enough good things about the hotel staff and how well they have cared for me. From the guys greeting me upon arrival to housekeeping, to the front desk- everyone has been incredibly welcoming, remembering me- and have asked how both my husband and I are getting along. I almost hate to leave. I leave in the morning to be with my husband- and return each night. It’s like a little oasis from the stress of dealing with it all. I hope the hotel manager reads these reviews because I really want to give a shout out to Mary and Julie at the restaurant who have just been over the top helpful and exceptional. Both have been so compassionate, service oriented and kind.

Truth be told, this is not how a Luxury property with such a reputable name should look like. Rooms are very outdated, pillows were not comfortable, mattress cover - so as I move while sleeping I was exposed to the bare mattress (!) dusty rooms also. Front desk was possibly training so I will not rate the experience. Valet was ok. I went to the lobby bar to ask for silverware because I ordered outside door and they didn’t have any and when I approached the host stand she greeted me with: are you delivering food? So very non professional.

Delightful stay. Responsive staff, beautiful, large, very clean room, very comfortable bed, great bath amenities, excellent housekeeping. Restaurant small but good; staff remembered requests, followed up. Nice touch of water bottles available in lobby.