InterContinental Suites Hotel Cleveland by IHG: Cleveland Hotel Guide

“We have stayed at the Intercontinental Suites, Cleveland Clinic, several times, it is always a great stay. We have stayed in suite rooms, they are very nice. The beds are the epitome of comfort, the shower has great pressure, the rooms are squeaky clean, the staff are very professional and the location is perfect.”

“We love staying here because of the proximity of the Clinic. The staff is always friendly and helpful. The only thing that would be helpful is to have a roll of paper towels for around the sink and coffee maker.”

“I told my comments to the Front Desk Manager and the Restaurant Manager before I left: I had the worse of the experiences. Let me explain. Upon check-in I asked if I could get more buffet breakfasts coupons and I was told only 2. I understood. Then I asked if kids breakfast buffet was for free like in Holiday Inn and I was told that “no, they had a reduced fee”. Next morning comes and terrible surprise there is no buffet but à la carte. That the coupon could be used for an “American breakfast”. The waiter was very rude during the entire service, negative, argumentative, bad vibe. We complained to her supervisor (JG) and told her we were expecting buffet and that is why we had chosen Intercontinental. She said she will talk to the Manager (AH) who never showed up, only she said “he looked up at your reservation and that’s it, no more can be done about it”, nothing could be done. I expressed my dissatisfaction but AH did note even care to show up and explain not offer an alternative. At that point I could not take my family elsewhere to have breakfast so we had to stay. We ordered and it took well over 45 minutes to get the meal! To make matters worse… JG brought the bill at the end with everything for me to pay (party of 5) but two omelets… supposedly that is all what the coupon was covering. Again, I complained and enquired her why things have changed since she said the coupons were for two American breakfast… even in a McDonalds it comes with coffee or orange juice and toast!! She reluctantly went to “fix” and remove all beverages from the bill. This is by far the worse experience I had in an IHG hotel. I complaint to the Front Desk manager during check-out and offered details. She heard me but I did not feel she was attentive. At least, eye contact should have been honored when a loyal customer is providing real life feedback face-to-face. Today’s experience reflects poor management hence poor training, mentoring and coaching to employees providing service in the best IHG brand hotel, aka Presidente InterContinental Note: the cup at our table was dirty and the sauce bottle was not clean either.”