Home2 Suites by Hilton Middleburg Heights Cleveland - Middleburg Heights, Ohio

Richard B.

As someone who books hotels frequently and spends over 150 nights with Hilton each year, I am beyond disappointed by the service at this location.

I booked a stay at 3 AM using points, not realizing the reservation was for the following night. Within five minutes, I contacted Hilton to correct the mistake and see if there was a room available for that night, as I was driving to New York and it had become too late to continue safely. They confirmed they had rooms available but insisted I pay an additional $160 on top of the points I had already used. When I asked if they could simply refund the points so I could book elsewhere, they refused, citing a cancellation policy that required changes before midnight—despite the fact that I had made the booking only three hours after midnight and reached out almost immediately.

To make matters worse, the front desk employee let out an audible sigh and hung up on me. I remained professional throughout the interaction, yet I was met with complete disregard and disrespect. As a loyal Hilton customer who spends over $10,000 annually on stays, I expected at least a basic level of courtesy. Instead, I was treated as if my business meant nothing.

This experience was incredibly disheartening. If this is how loyal customers are treated, I’d recommend staying elsewhere.

IAN M.

Breakfast was quick, clean, and efficient and even though it was busy, there was enough room. The room had some ceiling water damage I was afraid it was going to blister off over the hide a bed. The rest of the room was laid out well with room for my family of 5. We were just there for 1 night and the car rental return with shuttle to the cruise port is right across the street. We managed to get 13 people with luggage for 25 in and out the hotel and to the car return shuttle and to the port in as manageable a fashion as possible.

Gregg R.

My wife and I recently stayed for 7 nights. The establishment and room were kept very clean. The lobby was nicely decorated for Christmas. The fitness room had some nice equipment. The entire staff were great. Special thanks to Ryan who was exceptionally personable and helpful. Also to Mina (I think that was her name) who went out of her way during some of our breakfasts to make sure that we were happy. The cleaning staff did a very thorough job and were very accommodating. I reported a problem about our desk chair to the front desk; about 20 minutes later a brand new chair was brought to our room by the front desk person that I spoke with. |Breakfast was okay, but I would have liked more healthy options. At least oatmeal, yogurt and fruit were provided. I was told that Hilton is coming out with new breakfast selections in the near future. Hopefully they'll keep the oatmeal, fruit and yogurt (preferably an unsweetened type) on the menu. Also keep the waffles - it's not necessarily a healthy option, but who doesn't enjoy making and eating your own waffles? One more suggestion - please provide breakfast daily until 10 a.m., or at least until 9:30 if that isn't possible. The hotel's website says that breakfast is provided every day from 6 a.m. until 10 a.m.; that statement should be corrected. Breakfast was provided weekdays until 9 a.m., and Saturdays and Sundays until 10 a.m. A lot of hotel chains have the same policy; maybe it's because they figure most hotel traffic is business related during weekdays. That might be true, but a lot of people stay at hotels during weekdays for vacations and for other reasons. |My wife and I will return the next time we come to town. Kudos to the facility's manager, Cassandra, for maintaining such a good operation, and for providing us with a nice home away from home.

Robin

Positive: The room, pool, bathroom and location were great. Negative: Not having the waffle maker set on a different location blocked the line from moving. Having the line blocking the coffee was not thought out. Having the table & chairs set to close to the food meant that people would not sit on that side of the table.

David S.

Made reservations for myself and wife for Sept24, 2024 thru Oct. 8, 2024. The second day there my wife started feeling kind of itchy. That night she wakes in the middle of the night to say her bed has bed bugs and she getting bit up. She went down to the front desk to tell them while I started packing. They did not have another room for us plus they did not not want to come up to investigate. We ended up going to a motel next door at 3:00 in the morning. We just packed what we traveled with and left all our food and beverages behind. When we got up, I took my wife to ER to get checked out because she had numerous bites all over her, between 40-50 is what we figured . After we left the hospital we went back to Home2suites to get our new room. We were informed that we could not take our luggage up without first washing every stitch of our clothing. Home2suites did not charge for the previous day and gave us some quarter and soap to do our clothes. This is the only compensation that we received from them for the hell we went thru. Also, my wife had to go back to ER a second time due to having a reaction to the bites. We have tried to reach out to both the hotel and to corporate but get nothing. Also, after the first day, they charged me more per day than what was quoted when reservations were made. Insult to injury I guess. I am a Hilton Honors member and this is the way they treat me? I will never go back there! !!

Bill B.

DO NOT GIVE THIS PROPERTY YOUR BUSINESS!
I give this property the worst review possible, negative stars are in order, with the way they treated me. I made a reservation for the wrong date, immediately I tried to change reservation from Monday to Wednesday. It would not allow me to change online as the date for cancel had passed.I called the property and they said they could not change, they refused to let me speak with manager. I left 2 messages for manager and no call back. I called Hilton, they seemed to try but said they could do nothing either, I find it odd that Hilton couldn't help, remember this was a mistake I attemped to fix immediately. I called the next morning after my credit card was charged, once again would not connect me with manager. This is a property that I have stayed 8 times in recent months. I am a long standing Hilton Diamond Member however it seems that doesn't matter. Hilton should be ashamed to have this property and employees, (besides Ryan, he was very nice). The other employees no so, clearly there is a problem when you can not speak with the manager. Perhaps other brands will show what customer service should be as I will certainly be moving my business to Marriott and other brands.

Warren R.

Hospitality, room cleanliness, customer service and breakfast have all been stellar. This may be my best Hilton Honors experience ever! Front desk, housekeeping and breakfast attendants all made sure to ask us what we needed before we could make any requests. And honestly, everything was already well done so we didn't even need anything when they asked.

Chris W.

I took my kid to a softball camp at Marshall in September. We flew into and out of Cleveland, and on our return flight, we stayed at a hotel from 9/21 to 9/22. We arrived at the hotel at approximately 11-11:30 PM and left before 4 AM for the airport. As a Diamond member, I mostly use digital keys and did not approach the front desk.||||However, I later noticed that the hotel charged me a $75 pet fee for supposedly seeing me come in with a dog. At no point did they come to my room to verify this or have a conversation with me about it, which would have resolved the issue since there was no pet.||||Once I saw the charge, I tried several times to call the hotel, but Casandra wouldn’t take my call. I called the Hilton 800 number, and they apologized for the situation, saying they would contact the hotel to get it resolved. They also mentioned that if the hotel didn’t handle it, they would take care of it. Unfortunately, the issue was never resolved, and when I called back, they said they had to reach out to Casandra again.||||This is fraudulent behavior, charging someone a pet fee assuming they won’t notice, and then completely ignoring all requests for a conversation when they do. This could have been easily handled on the property if they had just approached me, but instead, they either committed fraud or mistakenly charged a random person.