Fine by us I read reviews and saw many that were less than flattering. We stayed here for a tournament as a team. It was a convenient location to the interstate and different restaurants. It was clean (no bugs!) and the bath functioned well. The climate control was fine and I found the staff to be extremely friendly and helpful. I was even permitted a little bit of an early check in when we arrived sooner than expected. They provided us with a secure space so our players could store their gear so it wouldn't freeze in the cars overnight or take up too much space in our rooms. They were so easy to work with.

Poor Staff Work Ethic, Rude and Disrespectful My wife and I were physical and verbally threaten on the property by Christine the Housekeeping Manager. We were told to "get our S%#t and get our black a$$ out of the room by 1pm" She threaten to call the police on us about our guaranteed 4pm checkout or "put her hands on my wife". Along with her disrespect and rudeness I was also lied on, saying that I made the front desk attendant cry from rude behavior when checking in. Which I would like someone to investigate the hotel footage to verify. I have contacted customer care and have gotten mixed answers to how to handle this situation. I was also denied my privileges of a Welcome gift, available upgrade, late checkout, and the ability to purchase market items with Bonvoy points. Overall, I have been experiencing a difficult time utilizing the Explore rate in conjunction with my members benefits, mainly because of the lack of understanding coming from hotel associates on the true policy. I have read your policies, and to my understanding, a person may utilize an Explore rate with Elite members benefits. If this is not so, please clarify. Thank you

Poor Staff Work Ethic The quality of the building was 3 stars and the employees 1 star. No lobby coffee most times I checked. Some employees wore masks some did not. Lady in housekeeping and shuttle bus driver did not. Some were cordial most were indifferent. I could hear music on the 2nd floor 24/7 coming from the music played by the hotel in the pool and lobby area.

Caveat emptor! I should have checked reviews, I just trusted blindly in the Marriott commitment to excellence and their “higher standards of cleanliness in the age of Covid-19”. Caveat emptor. This is a very stressful time. I know it’s hard to keep employees and as the virus looms we are all ready for this to end. We have been tested we are super careful as we are traveling to visit my elderly mom. If you are trying to avoid Covid-19, do not stay here. We left after two bad experiences. Please note that I normally only leave positive reviews. 1. The first key cards were to a room that was occupied. How frightening to the sleeping guests in the room. I’m just glad the people were nice about it. We had walked up the steps to the third floor using a very dirty staircase which added to our concern. I should have left then but we went back for more. 2. Next we carried our luggage back down the stairs to the lobby and the two staff members were apologetic and made the excuse that they didn’t know that someone must have switched rooms. They got us another room on the second floor. We asked that they check the room to avoid another encounter like the first. We were assured there was no one in the room, so we carried our luggage up to the second floor. We climbed up another filthy staircase on the opposite side of the hotel. Immediately we smelled marijuana smoke in the hallway and loud partying from one of the rooms. We should have left then but we pressed on hoping to crawl into a clean bed. When we got to our new room and opened the door all four of us were overwhelmed by the smell of old tobacco smoke. We lugged our bags to the lobby again and this time we left. There were several things that made this experience worse: First, one of the two clerks wasn’t wearing a mask. When I asked why he didn’t have a mask, his co-worker made the excuse that the man had just clocked out— I asked because I thought he may have a health restriction making it medically imperative that he not wear a mask. When I asked him to put on his mask he put it on over his mouth—not his nose—and when we came down the second time I had to ask him again. Again, he covered his mouth and I had to specifically ask him to cover his nose. Second, less than 10% of the guests had masks and the lobby was packed. There were signs that everyone must wear masks, but the attitude was the opposite. When the person greeting guests has no mask what more could we expect. I should have left then. Third, while the front desk staff must be under a lot of stress, and my irritation was not helping matters, I do not think excuses are effective in making guests feel more comfortable. We are Marriott Bonvoy members and we ended up staying at a the Residence Inn Marriott Cleveland Airport/ Middleburg Heights. Our experience there was wonderful and the staff, cleanliness, and mask-compliance was commendable. The difference was night-and-day. Caveat emptor! Note: We asked to speak with a manager last night at the courtyard and there wasn’t one on staff—which is understandable at 10:40. If a manager wants to talk to me I am available to talk.

Dingy I understand that traveling during the COVID pandemic is not a normal kind of hotel experience. We decided to attended a family funeral and put some of our concerns behind to travel as safely as we could for this important family time. For that reason I tried especially hard to find a clean, newer, updated hotel which I thought I found however I did not feel this way when we arrived. Hotel front desk was not professional, elevator floors were dirty, and there were no extra measures to disinfect check in desk, luggage racks and other public areas that I noticed. The hotel seemed to be remodeled but there were distinctive give aways ...older bathrooms, yellowed telephones, and worst of all the lighting in the room was terrible. Could not even put my makeup on it was so awful. Our room was above a roof line that had sitting water in it with cigarette buts floating in it. Yuck, what a view out our window! Scalding water, hair dryer was so cheap it took me three times as long to dry my hair before the funeral! Well you get the idea. Would not recommend.