Embassy Suites by Hilton Cleveland Rockside: Cleveland Hotel Guide

“1 Star – Completely Unacceptable Experience My recent stay at the Embassy Suites by Hilton Cleveland Rockside was one of the most disappointing hotel experiences I have ever had. I made my reservation through the Agoda app and am also a Hilton Honors member. Upon check-in, the process went smoothly; however, once we entered our assigned room, we encountered multiple serious issue's. The carpet throughout the living area had multiple burn marks. The bathroom ceiling was extensively peeling across the entire surface, not just a small patch. There was even a used washcloth left hanging over the bathtub from a previous guest — a clear failure in housekeeping standards. On top of that, we were given two double beds despite having reserved a king suite. Knowing that a hotel cannot changed room reservations made through a third party. When I addressed this with the front desk, I was told the hotel was sold out and that the General Manager, Demitrius, had placed a note on my reservation not to change rooms. After four separate trips to the front desk, we were moved to another room — again with two double beds — only to discover the air conditioning did not work. We were later informed that the entire AC unit had been removed from that room. We were ultimately placed back into the original damaged room. I attempted to speak with Demitrius the following morning, but no staff member could tell me when he would be available, and there was never any follow-up during our stay. Despite being seen multiple times throughout the weekend, there was no acknowledgment, apology, or effort to resolve the situation. My husband travels during the week, and weekends are the only time we have together. This stay was meant to be special, and instead it was stressful and extremely disappointing. The condition of the rooms and the lack of managerial accountability reflect poorly on the Hilton brand. I cannot recommend this location and will not be returning. I strongly encourage ownership and corporate leadership to review both the property conditions and the management practices at this hotel. Staff training in professionalism.”

“For a Hilton hotel, I wasn't impressed. I have been to a similar Embassy Suites in Atlanta that was significantly better. When we booked online a few weeks in advance, we booked a king suite. When we checked in, we were informed that there were no king suites available, so we were placed in a two-double bed room. Husbands and wives who have attempted to sleep in a double bed, you know how that goes. Apparently, they have no queen beds here either. The room smelled a little musty. The beds were not comfortable - dated and sagging in the middle. The sink faucet was loose, the shower curtain was musty, the tub was dirty, and there was little to choose from with TV options. The LG tv is older and the guide wasn't in sync with what was actually on. Free drinks from the bar in the evening was nice. Staff was nice. Breakfast was mid - definitely not the best from Hilton. I've had much better at Hamptons plenty of times. Overall, just not up to par with Hilton brands.”

“We were assigned this hotel for a hockey tournament. We did not choose this hotel and it was not one of our choices. The hotel is nice and in a convenient area. Located right next to Top Golf for a nice team event. Starting at 4:00 each day, there is a signup for the pool and conference room. Each family has to sign up for the pool, but only one person needs to sign out the conference room for the team. The breakfast is great. The evening reception was also nice. The staff are very nice (Debbie at the front desk) and the security guard James. He does an amazing job and is very nice. He has his hands full, but the rules are needed due to the design of the hotel. The lobby is open and with multiple hockey teams, the chaos is everywhere at all times.. it is very loud. The 10:30 pm quiet hours are very much needed. The downside - there are no steps to the lobby. There are only 2 working elevators and you can wait a very long time. Especially on check out day. The staff working didn’t design, the hotel so it was hard to be upset with them. And, again, they are all so super nice and kind. But the lack of stairs was a real problem. The other big issue was the overwhelming smell of marijuana in the lobby, elevators and in some of the hallways was very powerful. Seemingly from guests staying for a get away. The kids were upset by this and it was very strong and very noticeable. Older kids were fine, younger kids, not so much. Again, staff were amazing, the rules during hockey weekends are much needed and appreciated, James is incredibly kind and very easy to talk with, and the staff were all very friendly.”