We are staying at this property now for 1.5 weeks after a fire in our home. I expected a great experience in our "penthouse" room at a Marriott property, but I am shocked by how poorly this property is maintained and how little management seems to care.
(1) the couch sinks on one side. For a family of four with a small couch and 1 chair in the living area, being here for 10 days, this is a problem as it only provides seating for two people. (2) the dishwasher doesn't do a good job of cleaning the dishes. We did a load and there was still dried food on most of the dishes. (3) we have used the laundry facilities many times and we have to run the dryer on two cycles and still bring back damp clothes that needs to be hung throughout the hotel room to dry. The dryers are so loud you can't stay in the laundry room. Given that we are here because our dryer caught on fire at our home, this is a serious safety concern. (4) The furniture is generally uncomfortable, and (5) the second "bedroom" is really a a loft with a bed up against an open balcony, so we spend a lot of time worrying that our 4-year old twins will jump/fall over the balcony.
We live in this area and would NEVER recommend that anyone stay here. I travel all over the country for business and am truly shocked that this is a Marriott property.
What is worse is that management doesn't seem to care. For example, we have spoken to the front desk multiple times about the sinking couch and were told (1) we've never heard about the problem with the couch [seriously, it must be a decade old], (2) don't worry we've ordered a new couch and it will be delivered in a month (we are staying less than 2 weeks), (3) we can't swap it out with another couch because there is a liability risk for our staff to move furniture (4) our manager is out of town at a conference and I can't reach her (5) and my personal favorite: "We've found another couch. We need **you** to take time out of your day to come to another room on the property to sit on the other couch and see if it is OK before we move it..." [because hotel staff are not able to determine which couch sinks and which is OK?]..."but it needs to be between 9a - 4p when our staff are here". We work full time and have twins in school so we aren't here during those hours. When we asked our nanny to check out the couch she was told by the front desk "the other couch has the same sinking problem too."
We have also complained multiple times that the dryers don't work but front desk staff don't seem to care. Oh did I mention that the housekeeping staff doesn't always show up to clean the rooms?
This property seems to survive on the fact that there are few other properties in the area with kitchens. If you have an opportunity to stay at another property, or in a 1-month lease for corporate housing, I suggest you take it!
- Official Description (provided by the hotel):
- The Sonesta ES Suites Cleveland Westlake, is a surprisingly different take on all-suite, extended-stay accommodations. Amidst a pleasant and inviting ambience, each room overlooks our unique, park-like setting and has been thoughtfully designed to ensure you a comfortable stay. Whether you're in Cleveland for work or pleasure, you'll enjoy a wide array of services and amenities, and an inviting staff that's ready to greet you with Everyday Surprises. Our studio and two bedroom loft suites help you spread out and stay on task. To help you keep to your budget, each suite features a fully-equipped kitchen and includes free daily breakfast and free parking. The hotel is moments from I-90, near connections to I-80 and I-71 and 20 minutes from downtown Cleveland. ... more less
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- Also Known As:
- Residence Inn By Marriott Cleveland Westlake Hotel Westlake
- Residence Inn Cleveland Westlake
- Cleveland Residence Inn
- Sonesta ES Suites Cleveland Westlake Ohio