Crowne Plaza Cleveland Airport by IHG - Middleburg Heights, Ohio

Becky D.

I stayed at this property for three nights. There are significant maintenance issues that need addressed. I do not believe the issues are isolated based on my experience in 3 different rooms and speaking with other guests during my stay.| |First, upon arrival, I noticed only 1 of 3 elevators was operational. And the one in operation was very slow. There was also someone at the front desk who needed to switch rooms. After a long wait for check in, when I got to my first room, I noticed that the safety latch had been pulled out of the door. I called to ask if it could be repaired. I was told there was no one there in maintenance and they would move me to a different room. As I walked in the 2nd room, I was greeted by a loudly squealing heater - sounded like maybe a bearing? So on to room 3. The only thing I noticed right away is that only 1 of three bulbs in the bathroom light fixture was working. I asked the front desk if the bulbs could be changed in the morning. Well, by morning the only remaining bulb was no longer working. I took a shower in the dark and had to move my toiletries and makeup to the room to finish getting ready. I mentioned this to the front desk and was assured it would be fixed "in about 45 minutes. I went on to my conference. When I returned 9 hours later, still no light in the bathroom. Front desk employee was snippy when I told her I expected the light to have light when I shower. An hour later, still no bathroom light. I asked an employee in the hallway if he knew if maintenance was on site and explained the issue. About 10 minutes later, he returned with new light bulbs. The amount of calls I had to make to resolve something as simple as light bulbs was ridiculous. ||In addition to what I described above, there were numerous other smaller issues I noticed. First, the bath fixtures were rusty and the hot/cold handle was so loose I was afraid it would come off. The toilet paper holder was about to fall off. The refrigerator and TV was unplugged. There were areas of the room that weren't clean. There were lots of areas where paint was chipped away - in my room and in the common areas. The TV screen was filthy. Others attending the same conference as I did noticed the same types of issues. I believe this points to an overall lack of maintenance throughout the property. ||All that said, I stayed for three nights. (If I had it to do over, I would have switched hotels). Not all was bad. The breakfast was decent. The beds were comfortable and the sheets and towels were decent and clean. The room was fairly quiet. A encountered a mix of attitudes with hotel staff - the young man who took it upon himself get light bulbs was by far the best. Some were polite, and most of the front desk employees were snippy and unhelpful.

Beavercreekbob

The staff at the front desk and restaurant were very good. The food was good. Our room was old, run down, furniture broken, patio door broken, curtains broken and carpet was worn out. The patio was disgusting!! No furniture, the ground was covered in dirt and cigarette butts. The check-in staff told us this was one of the better rooms. (Hard to believe). This hotel needs serious upgrades. Cannot believe the Crowne Plaza name was on this particular hotel!!!

AJM4072!

The staff were very friendly, courteous, and responsive. I think that the reason I enjoyed this stay so much is because the team here really went above and beyond to make sure that we had everything that we needed. The place is a bit dated and two of the elevators did not work, but it was clean, quiet, and overall good place to stay.

Matthew P.

The real standout here is their airport shuttle driver, Mike. This man is the best in the business. I've never been more sure of anything in my life. And this is the first time I've ever said that someone is "the best in the business." I am not trying to be overly effusive here with my review. It's the real deal. This guy rules. I'm convinced he is the most personable, nicest, kindest and most helpful driver I've ever had. I'd go back to Cleveland just to ride from the airport in his shuttle, he's that good. Thanks again for the really exceptional service.

Familytravel

I booked this hotel last minute due to our need to change airports with the understanding that it had parking included as well as a free shuttle to the airport and back. When we arrived to check in the front desk person, VIRA was very rude and inform me that there was no spaces left on the shuttle and that I should have booked it 24 hours ahead. I informed her that I only booked the hotel a few hours ago and we booked it due to the shuttle and parking being included. She said that we were out of luck and needed to take an Uber or taxi to the airport. I asked for a taxi number as we are from canada and not the US and I didn't have a number. She said she could not help us. We ended up having to pay $35 to take an Uber the next morning to the airport even through they advertise that they have a free shuttle. We again ran into issues with the free shuttle on our return trip from the airport to the hotel. We followed the instruction on the card and called the hotel. They said it would be 5 minutes and that we were to stand outside at the stop. It was freezing outside. My family along with another family stood in the cold for over 20 minutes. When the shuttle finally arrived some staff from a airplane had also arrived. The driver informed us that they have priority and that we would have to wait another hour while he takes them to the hotel and then come back to us!!! We were very lucky as the Pilot said that would not cut it for him or his crew as were their first and he insisted that they take us first. Thanks to the pilot we were then taken to the hotel to pick up our cars. I would not recommend this hotel if you are counting on taking the shuttle. the staff are very rude and have zero customer service! I put in a complain and the manager never did reach out to me. The rugs in the hotels need vacuumed and overall the hotel was not clean. I would never stay or recommend staying here

corey

I booked the room for my wife and daughter--my daughter had an audition at Baldwin Wallace and I was hoping she would have a restful night. Flight delays resulted in them not arriving at hotel until after 3:00 AM. They had called from airport about shuttle and had some difficult as shuttle driver seemed to be in wrong place and had trouble getting to hotel. But the hotel KNEW they were coming. When they arrived they were told there was no booking and it took over half an hour to figure out that the booking had been cancelled at 3:00AM. Why it took so long to figure that out and why it took over 30 minutes to get them another room is beyond me.

Once in the room it was apparent that it had not been cleaned, curtain were stained and broken, there was no hand soap or toilet paper holder in the bathroom, etc. The hotel is worn down and in need of renovation. I called the next day and said they would take care of the room and they could switch if they were willing to pack up and move stuff. They were too exhausted after the day long auditions and did not want to move but the room had NOT been cleaned, NOTHING had been fixed, there was one pump hand soap brought in and placed in the shower. When I called to complain I was simply told that they had done their best and in lieu of any refund, the manager would give me A LOT of points. This never happened either.

I have written a long, detailed letter to the hotel and to IHG international and if I get adequate response, I would be happy to write a second review about corporate accountability.

Vefa K.

I booked this hotel for an overnight stay beforean early flight. Check in took about an hour with only 1 person at the front desk trying to check in 100 angry people waiting in line. Her attitude was great, though so kudos to her. 2 of the 3 elevators were out of service, so had to climb up two stories with luggage. The room was below average size, and beds were uncomfortable. It is a popular one I guess because you can park and fly there. If you don't have such intentions, avoid.

Van M.

Booked two nights out of the way at a little higher price because it said this hotel has three things I wanted; a gym, a pool, and breakfast.

When I got here I learned the pool was closed, a bummer but no big deal. The following morning I go downstairs to work out and the gym is closed off. I figured I would go get breakfast. Breakfast isn't included, it's $13. I just decided to go to a local restaurant.

I had other problems as well. Our shower water wouldn't get hot, and the TV in our room was very dated. I had the expectation it would at least be like other hotels and have the guide menu to show you what was on but it was a very old, and small, outdated LG manufactured in 2008. Also I booked a king size bed but was given a room with two queens. I was too tired from driving to complain so I just went to bed.

The things I liked about the hotel was how quiet it was and the staff seemed pretty good other than giving me the wrong room.

I didn't use these but I noticed they have a shuttle to the airport, and flight information monitors in the lobby.

I probably won't come here again but if you want to fix things update the TVs, include breakfast, and adjust pricing accordingly if your amenities are all down. $150 a night with no amenities is basically like paying for a really expensive motel.