Best Western Airport Inn & Suites Cleveland

Picked this hotel in particular due to being a rewards member and needing a pet friendly best western. This was alright. Rooms were very clean and everything worked. Only issue we had was I booked a suite and no suites were cleaned so switched to a standard room and the staff was behind on clean towels. Due to COVID breakfast was closed so we had grab and go bags. I would of expected the grab and go bags to be better but we got a cheap bar and a muffin. Also had some issues with waiting at the front desk for service due to not being around. But overall was a good experience. less

The rooms were not cleaned - no garbage emptied, old towels left in the room. When we came back in the late afternoon and asked for clean towels, they were out of them. Four of us had to shower after being in 94 degree weather on the softball fields. I had to empty our garbage cans and was told to put them out in the hallway (which I did not). Very disappointed!!! less

The hotel is in need of a total update and cleaning. There was garabge in the room from prior guests. The hotel ran out of towels, and many items did not work properly. The TV was tiny, they call their rooms suites but in fact they are just an average room. Price was reasonable but I guess you get what you pay for. less

As far as the facility goes, the hotel is nice, in excellent condition, comfortable, and updated. Breakfast was pretty good for this caliber of hotel. They could use some automatic doors in the entryway. Getting luggage in was rather difficult. They are also squeezed into a rather small piece of land. So, parking is not convenient. The entry is in back of the property. The reason I can’t give it anything more than two stars is because of the pettiness and poor customer service of the staff. Act I: We check-in shortly after noon. since my husband had finished with his appointment at Cleveland Clinic. We are told that check-in time wasn’t until three or four. I begged for the desk clerk to allow us to check-in because I was really sick with the flu. It was quite visible. (In fact, I didn’t eat or get out of bed the rest of the day.). The desk clerk allows us to check in. Act II: Days after we checked out, I notice on my credit card that I was charged $30. Since I used a Best Western Rewards voucher, there should not have been a charge. I called the hotel and spoke with the night auditor, who informed me it was an early check-in fee. I told her that this was not disclosed at check-in. This cascades into an argument where the night auditor started taking over me, twisting my words, and stated that she would check the cameras to see if I was told of the charge. Really!?!?! You know who was the most reasonable person in all of this?.....the owner! I had already disputed the charge with PayPal. He told me he spoke with his clerks about their attitudes and would not dispute the chargeback. Note that I have never been denied a check-in at this time if there is an available room nor charged a fee for early check-in when checking in around this time at any other hotel I have ever stayed in. It’s really a shame that this happened because I would have otherwise stayed there again. It was a really good value. less

Room was so dirty, bed sheets were dirty , hallway and room smells awful, water in the elevator and the staff just puts a caution wet floor sign up instead of mopping it up ... would never stay here again. Most uncomfortable bed in any hotel i have ever stayed at. Staff was not freindly at all. less