Hotel Cleveland, Autograph Collection

I recently had a very frustrating experience with Hotel Cleveland Autograph Collection. I made an honest mistake with my reservation date and only realized it on the same day of check-out. I immediately contacted the hotel to explain the situation and request either a date change or some form of refund. Unfortunately, I was told there was nothing they could do, and no solution or flexibility was offered. What makes this even more disappointing is that I am a loyal Marriott customer, and I expected a higher level of understanding and support, especially in a situation like this. This stay was meant to be part of my honeymoon, which makes the experience even more upsetting and frustrating. I understand policies exist, but the lack of empathy and willingness to assist left me very disappointed

It was a very bad experience. I booked this hotel through Trip.com and paid the full amount in advance. When I arrived, the hotel checked me in and asked for a deposit on my credit card, which I provided. However, when I checked out, the hotel asked me to pay the full cost of the three-night stay again. It was around 5:00 AM, and I had a flight to catch at 7:00 AM. I didn’t have time to argue or contact anyone to resolve the issue, so I had no choice but to pay the hotel again. As a result, I was charged twice for the same reservation—once through Trip.com and once directly by the hotel. This situation was extremely frustrating and inconvenient. After I returned home, I contacted Trip.com and asked them to reach out to the hotel to resolve the issue. However, Trip.com informed me that the payment made at the hotel was considered a new reservation and that I was responsible for paying it myself. This explanation does not make sense to me. If it was truly a new reservation, why was I allowed to check in under the original booking when I arrived? Additionally, since I had already paid Trip.com when making the reservation, why was the payment not properly handled with the hotel for my stay?

Great service great experience

I’m glad we booked here!

We had a great time on our 25th Anniversary! We were treated to a free breakfast from the hotel staff. Thanks very much!

The parking was a real problem, explanation at the time of booking was minimal at best. I couldn’t even get to the valet because of some concert event. I packed in the lot next door to the hotel which said $10.00 overnight and turned out to be $50 for 5 hours, then had to retrieve my car out by midnight and valet it it with the hotel to get charged another $57. I will never stay there again it was a horrible experience Tom

Great hotel, family of 4, spacious. But woweeee the street is sketchy! lol we walked to the guardians stadium and that 10 min walk at night had my husband very alert. Hotel is so nice staff is kind

No water at all for the first six hours of our stay. Couldn’t flush toilet, wash hands… This property is severely understaffed. The staff they do have tries hard. It took nearly 40 minutes this morning to find a valet staff member and even more time to get my car out of the garage. Almost missed my flight.