DoubleTree by Hilton Cleveland - Independence

I’m allergic to feathers (pillows & down comforters). Stayed at Cleveland Doubletree Independence location on September 22nd & 23rd, room 511. We had called on September 16th to inform the hotel of my allergies & was assured they would take care of it. At 9 pm on the 22nd, we arrived at our room and discovered feather pillows and down comforter on the bed. My wife called the front desk. They sent housekeeping up to replace the items. Housekeeping arrived with one pillowcase filled with what appeared to be tablecloths. Unacceptable! We called the front desk understandably upset. They stated there was nothing they could do since we had booked through a third party website (the lady was clearly disrespectful to my wife in her tone, suggesting if we didn’t like it we could checkout). REALLY! AT 9:30 at night she thought she was pretty clever offering to check us out, knowing we were from out of town and had no other options on such short notice! Nice customer service! I felt bad for the young housekeeper since she was stuck in the middle of angry customers and a hotel clerk who was of no help. We ended up going to Walmart ourselves since your staff would not and purchased our own pillows, pillowcases, blanket and did not get to sleep until midnight due to staff negligence! I have never encountered such blatant disrespect!! Before we went to Walmart to solve your staff’s shortcomings, we asked to speak with manager. His name was Mike. We spoke with him briefly and he also was of no help that night, stating he would like to personally speak with us the following morning and would be at the hotel between 6 & 7 am the next morning. The next morning when we prepared to leave for the day (approximately around 8:30 am) we checked at the desk to see if manager Mike was available and we were told he had not arrived to work yet (yet another slap in the face by your ‘professional’ staff)! We were then ghosted by the manager for a full week. He opted to give us 10,000 points, however we still have not received anything! We want a full refund! Horrible experience! Why would we want to stay at another one of your hotels, just to have more issues! I have had issues in the past with your organization & thought I would give your company another chance. This was the last straw! I won’t be subjected to more abuse by your negligent staff!

I was comped a breakfast which was decent. The room i booked was not the one i received. Staff was fair with accommodating me after a room was not so clean....

I requested for early check in and was told that the housekeepers were cleaning the rooms but our rooms were not fully clean. I know there were staff shortages so I do not want to give a bad review just advising the problems. Asked for new covers but with no one staffed I wasn't able to get them.

Ioved the room and bed but was disappointed to find out there was only a breakfast buffet for $16. I didn't have the time to spend eating in the sit down restaurant.

Enjoyed the trip. However, it was to attend a family funeral.

It was ok. Nothing special.