Embassy Suites Cleveland Rockside

The breakfast was amazing

The TV/internet was out daily, there was ongoing construction, no restaurant service was to be found until we tried to eat food we brought in from an outside source in the party room. A cranky waitress told us we had to leave with our food because they served food. We asked where the menus were & how we got it? They said we had to ask for menus & it was only served during happy hour. The service was lax at best with very few people. We never saw a menu in our 4 day Stay. The entire hotel needs renovated, especially for the price. It needs more luggage carts, more friendly staff, better TV / cable service.

Nice facility but weekend disaster! I do not recommend this hotel.

This is a nice facility with nice atrium, large common areas and lots of parking. It is located conveniently to main highway and has easy access to numerous restaurants (less than 1 mile away). It appears this location is used by groups for large events and not, in my opinion, good for families looking for a nice place to stay over a weekend. I will not be back and am also recommend that Hilton consider some re-training for staff at this location.

I travel 100+ days/year and will not be back. I rarely write reviews but this situation was so unacceptable I think this review is important for people to understand my opinion on the facility to judge whether this is a good option. I think this is a very fair review as the facility and location are okay but this is not a good option for people wanting a short stay that is peaceful. My resaervation was for one-night with my wife and 9 year old daughter. The facility looked very nice online and had some reasonable reviews. I am Hilton Honors Gold and Marriott Platinum Elite. I used to stay ~50+ days a year at Hilton products but my recent experience here reinforces why I am staying less at Hilton brands. I read about the new ‘Premium Suites’ and so on July 2, 2018, I went ahead and booked and guaranteed with American Express a room for one night (checking in on October 6) and received confirmation of the same. On 10/6 ~3:00 PM I completed online check-in. My family and I arrived at the hotel ~7:00 PM. Upon arrival I was greeted by a front desk associate, provided my last name and watched her spend about 2 minutes on the computer looking for a room. She then went into the back, came out, and gave me keys for room 203. I went to the room and walked in and realized this was not a premium suite. I went down to the front desk again and asked her to put me in the room I had reserved and guaranteed months ago. She told me that the hotel was ‘sold out’ and there was no other room and that ‘was it’. I told her that I was Hilton Honors Gold, I travel 100+ days a year and that this was not acceptable for a guaranteed reservation. She apologized and said the premium suites were not available and that she could give me some snacks that would usually be in the room. Without any other options I went about my evening with my family. At 10:45 PM I could hear yelling and screaming outside room 203 for a sustained period of about 5 minutes. Room 203 is immediately outside the elevators. Outside my room I could observe 12 adolescents congregated and screaming and yelling at each other. I called the front desk to ask the situation be dealt with and someone came up and spoke with them (the hotel has a posted policy of ‘quite time’ after 10:30 PM). The situation continued and at 11:15 PM I called down again. The associate told me (almost arguing with me), ‘I already talked with them and they were leaving, are you sure it isn’t just people talking in hallway?’ I told her no and asked if I need to video record it and come down and show her? She said, ‘no’, and came up and told them to disburse and I heard her ask if they were guests at hotel. The linens were fresh in room but the carpet had numerous stains and the bathroom had paint flaking off ceiling and rust on shower drain and excessive wear throughout bathroom. The hotel caters to large groups and is not a good option for families looking for a relaxing, enjoyable stay.