On the whole, I was very pleased I chose and stayed at this property.
From the first impression at walk-in, the lobby was impeccably decorated to put you at ease, with warm colors, comfortable spaces, hanging linens, and even Glass lanterns (Very nice touch!)
The check in desk staff were outstanding, recognizing my status and name. They were top notch at every question I threw at them.
The room was very clean, the bed comfortable, and the bathroom in great condition (clean air vents, clean everything, just the way it should be) I would have voted for a stand up shower but they only had tub showers (O well). Since the water pressure was superb, I wasnt upset in the least.
The breakfast was good, and the wait staff very friendly and attentive. I loved the outside patio set up , altho they didnt use it in the morning.
The park near the hotel was fantastic and so convenient.
Now for the 1% irritation. The last day, my flight was leaving at 7pm, and I wanted to enjoy one last long run in the park near the hotel. Saturday, I had asked for a late check out for 4pm Sunday, but the friendly man at the front desk could only provide 2pm, which was good at the time for me. That Saturday night I ended up working very late and slept later as a result. I still planned on the long run, but when asking Margo at the front desk in a nice way if they could please just extend the check out to 4pm, I was shut down completely with an emphatic "NO" and that 1pm was the best they could do for me or they would HAVE to charge for an extra day. That was interesting since she was trying to push me out even earlier than the friendly staff the day before. I left the check out at 2pm and had to cut short my run and rush to shower and final pack before the housekeeper was pounding on the door at 2pm saying she was waiting on me as I was marked to check out at 2.
Fist of all, as a Diamond , I expect a little more customer service and consideration than a hard and fast "NO". Other Hilton properties are flexible, depending on their occupancy. The Housekeeper indicated that the weekend / Sunday occupancy was so low they were able to finally leave early for once. If the occupancy is low, then giving me a few more hours when I really needed it and leaving the room at worst out of service until the next day should be a no brainer.
Secondly, I hate to have that rushed feeling when checking out. While I understand the housekeeping staff wanting to finish before they left, this goes back to the first point, if the room could have been left uncleaned and empty until the next morning when Housekeeping was back as they didn't have to have the room, then I am happy and un-rushed. I was rushed as it stood and didn't like it.
Margo does not have a customer service ethic in dealing with customers. She seemed more interested in staying in the back room the two times I passed by the front desk, once having to be summoned out by another staff member who was cleaning the lobby. The second time as I was leaving she shouted out her "Thank you for your stay" as she was once again in the back room as I was passing the desk.
The bad taste in my mouth from the rush job checkout (although it was a late checkout, true) , when an accommodation exception should have been able to be made will pass. When you have a property that is 99% perfect, you have to ask yourself, do you care about making the last step to make a top tier Hilton guest happy or would you rather quote a rule since it's easier.
That's how I see the 1% irritation to an otherwise perfect stay. I agree the property deserves it's Tripadvisor 2014 award. Pay attention to these comments so you don't lose that ethic that led you to deserve it.
- Official Description (provided by the hotel):
- "The Hilton Garden Inn Cleveland Airport is conveniently located just 2 miles from Cleveland Hopkins International Airport. Our hotel has 168 guestrooms, suites and accessible rooms as well as a fitness center and pool. Shuttle service to and from Cleveland Hopkins Airport makes getting here simple. ... more less
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- Also Known As:
- Hilton Garden Inn Cleveland Airport Hotel Cleveland
- Hilton Cleveland
- Cleveland Hilton
- Hilton Garden Inn Cleveland Airport Ohio