Holiday Inn Express & Suites Cleveland West - Westlake by IHG

The pool area. We were celebrating my son's 15th birthday for the weekend. My booking was prompted due to the location featuring an awesome swimming area for both kids and adults. When we arrived, there was a guest being serviced at the desk. Once I stepped to the reception desk, the receptionist immediately picked up the phone to make a call and failed to even greet me. During her call placed the phone on speaker and she quietly asked for my ID and continued the check-in with very little interaction with me. Her call ended before my check-in was completed, however the customer service provided was not inviting and unprofessional. The room was conveniently located near the elevator, which I appreciated due to my mobility issues. It was clean, but the beds were uncomfortable for all of us. Otherwise, I have no complaints about the room. The breakfast options were pretty good. The first morning, my son was still sleeping, so we decided to get breakfast and eat in our room. Instead of fixing individual plates, we placed the same food item on each plate for all of us to share. There were 4 hot food options. We chose all 4. We also chose cold cereal, toast, yogurt, and beverages. A staff member monitoring the dining area began to look at us suspiciously, walking back and forth, and went so far as to speak with a young lady at the front desk about us. I felt uncomfortable, and after putting the breakfast for everyone in a personal cart that I utilize, again due to my mobility issues, we began to head up to or room. We were stopped by the women and given a story about our room being reported the night before for noise and partying at 9 pm. First, how did they know what room we were in as that question was never asked and neither staff checked me in the previous day. Second, we didn't arrive back to the hotel that evening until after 10 pm and soon after went to bed. Third, we never received a call to our room or a visit from staff at our door about the so called complaint.

Friendly staff. Clean room. One of the nicest pools I’ve seen at a hotel—huge with very warm water. Nice stay, will likely return next time we are in the area.

Exceptional

Property was good, well maintained. Room was clean -as it should be. Staff interactions were helpful and courteous. Will stay again upon return to the area.

Hotel is good and front desk staff also supportive and room is clean

Everything Nothing

Almost everything Wish the TV was a smart TV, so we could use apps.

The room was clean, the staff was friendly and helpful, the breakfast was good. parking was easy.

Exceptional

Con gusto regreso todo estuvo bien gracias por su buen servicio

The air conditioning unit was so noisy it kept us awake half the night!!!

Location Room was not clean.

Very good

Beautiful pool, our kids had a blast. There’s a separate kids pool but even the big pool was so fun and very warm. We live 5 hours away but want to come back. Great stay.

The staff was great and the breakfast was good. The pool was the main reason I went and the water was dirty. Did not look like much was done to keep the pool nice. It had hair gobs and had very cloudy water. The hotel rooms are very dated as well.

Our stay was very enjoyable. The room was exceptionally clean, the service from the staff was top-notch, and all the advertised amenities fully lived up to our expectations.The only area that could use some improvement is routine maintenance. We noticed that the toilet seat in our room required a minor repair and the shower spout needed new caulking.Aside from these small details, it was a wonderful experience, and we would definitely stay here again!

Superb

Clean Room

Room was very large and very clean. Breakfast was well organized and food was quickly replenished! Lemon poppy seed muffins were delicious! I did not use the pool so I cannot comment on that.

Rooms are kept immaculately clean and the king size bed is comfortable and roomy. The staff is friendly and welcoming to all guests and visitors including delivery people. The breakfast definitely gets five stars as well. Great choices and the pancake maker is really cool too!!! Parking is convenient and the lot is well maintained. The pool is definitely a must while you stay at this hotel.