We've stayed at this inn numerous times -- mostly during the annual Cleveland International Film Festival. Although an older facility well away from downtown, it offers all we need during a typical festival: good beds; quiet rooms; a functional business center; a decent breakfast; and a fitness room and pool.
This time, it seemed initially as if things had slipped some. Our king-bed room was left uncleaned one day, despite a specific request to the maid. Breakfast offerings like oatmeal were literally here today and gone tomorrow. Worst of all, I found the A/C system in the fitness room kaput; and it was still unfixed after three requests to the front desk.
We were considering moving to another hotel for the remainder of our stay -- until the general manager, Vern Harvey, stepped in. Mr. Harvey picked up the dropped stitches, making sure we got moved to a larger room with minimal dislocation and that our room was regularly cleaned. He also apologized for the breakfast situation (some kids' sports teams had descended on the facility over the weekend, momentarily exhausting certain items). Best of all, he had the defunct A/C system taken out and replaced so that I could work out comfortably.
I would be remiss if I didn't mention Edna, the stellar Monday-through-Wednesday breakfast room attendant. Edna watched over us in a friendly/motherly way, not only replenishing breakfast staples regularly but anticipating from our conversations what we might want to eat. She made a standard hotel breakfast something to look forward to!
Bottom line: our experience was dramatically improved because the manager and staff cared enough to make things right. Accordingly, we would not hesitate to stay at this facility again next year.