Metropolitan at The 9, Autograph Collection: Cleveland Hotel Guide

This was easily one of my top five worst hotel experiences. We booked an accessibility suite, but were initially checked into a standard room. After requesting a change, we were moved to a "new" room that was almost identical; while the shower was modified, the room layout remained too tight for a wheelchair to navigate. We were so tired from the long day at the Cleveland Clinic that we decided to make due with what was given to us. The service was equally frustrating. While I was moving our bags from the first room to the second room, a staff member called and demanded I return the valet keys immediately. I explained that the valet had specifically instructed me where to park so I could unload my family’s gear and the wheelchair, and that I’d be down in five minutes to finish up. Instead of being helpful, she insisted on sending someone to the 12th floor for the keys. She instigated a back-and-forth that took longer than it would have for me to help my family settle down then come downstairs. To top it off, the room was heavy with artificial scents masking the smell of cigars and sweat, which made it difficult for my 12 month old to breathe. We cut our stay short and moved to a different hotel the next day. And were treated like royalty given my Gold Elite Status. For the price they charge, you’d expect more than just a comfortable mattress.

Everyone was so nice well trained with Excellence from Front desk to valet. Our waiter Maurice was so pleasant . Marisol was so nice also & courteous everything we asked for Maurice was there. Centro I do recommend for a date night .Just to enjoy yourself you will not be disappointed. Everything taste so good. I was so pleased.

Our group of 4 got a room to celebrate a 40th birthday. The room was wonderful, spacious and had a great view. The Vault bar was disappointing as their bar staff were unprofessional and judgemental towards my party. We were not happy with the snarky comments. Overall our experience was fine, but we will not return and will take our money elsewhere.

My stay at Metropolitan at The 9 was overall enjoyable. Check-in and check-out were smooth, and the front desk staff were consistently polite and friendly, which made a great first and last impression. However, my experience at The Vault was disappointing. Service was disorganized — food orders were mixed up multiple times, and I ended up waiting over an hour just for fries. We never received the other food items that we had ordered. One employee told me they would be send any missing food to my room, only for another to later inform me that the kitchen had already closed and the order had been canceled. On top of that, my room was incorrectly charged over $300 for food and drinks I never ordered or received. I spent about three hours on the phone trying to resolve the issue. While every staff member I spoke with was polite, the only person who was actually able to help was Jordan, who was absolutely wonderful and ultimately got things sorted out. Despite the hiccups, the hospitality from the main hotel staff and Jordan’s excellent support made a difference. With a bit more consistency in their food service operations, this hotel could easily be a five-star experience.

I have been staying at The 9 for years, which makes this especially disappointing to write. Over the past few years, the overall quality and cleanliness of the hotel has declined significantly. While the rooms could certainly use an update, the larger issue is cleanliness. During my current stay (I still have one night remaining), I entered the room and went to use the bathroom, only to find the side of the toilet covered in blood. I immediately called the front desk, and to their credit, it was addressed promptly—but this should never have happened, and I truly don’t understand how something that unsanitary was missed. Unfortunately, the issues didn’t stop there. The shower has an odor, I unrolled the bath mat to find a clump of hair, the amenities tray appears to have what I believe is ear wax on it, and surfaces throughout the room are clearly unwiped and dirty. I also received a text checking in on my stay, responded right away, and never received a follow-up. The only reason I am giving two stars instead of one is because the staff is consistently kind and professional. That said, this level of cleanliness is unacceptable, and in its current state, this hotel does not meet the standard of an Autograph Collection property.