The room was nice and clean. Here is the complaint. Why would you have a thermostat that is lit up all night long, which can not be turned down or off that is FACING the bed. The thermostat is bright enough to light the room up. So peaceful nights rest, that did not happen, but it was a comfortable bed. Floor 10 rm 1001, eye mask is recommended for light sleepers that need an all dark room.

I had never stayed at this location prior to July 2 2022. I was only there for 1 night to care for a family member at the Cleveland Clinic. Let me start by saying that the hotel has their own parking and that was phenomenal because Cleveland can be a lot like Chicago when it comes to parking, a nightmare. The lobby was inviting and very clean. The woman at the front desk was very professional and friendly during the check in process. We were on the 7th floor. I was pleasantly surprised the room was clean and very neat. The bathroom was very clean as well however we did have an unfortunate incident with the shower head but the maintenance guy replaced the next day. I checked the sheets and not a single stain or tear on them so I was very pleased with that The pillows were the best hotel pillows I have ever slept on and I have stayed at the Westing and the Ritz but these were by far the most comfortable pillows I have ever slept on while in a hotel. We did have an issue with the front desk that night, we went down to get a soda out of gift shop and when I went to pay the guy at the desk told me they did not accept CASH I was like excuse me? Luckily there were 2 other gentlemen from NY I think checking in and they offered to just put it on their tab and they refused to take my $3.00 as well and trust me I tried. Overall this was a great hotel for the price location service and cleanliness I would definitely recommend it to anyone traveling to Cleveland & thank you to the Hilton Garden Inn staff for their Hospitality.

*BEWARE* If I could give this hotel no stars I would. A few low life thugs tried to steal my car, when they couldn't steal it they vandalized it. This happened only a few hours after we checked in! In there "Secure" parking lot that you have to pay for. NO one from the hotel has contacted me or offered any assistance. Most of the staff was rude, rooms were dirty, and no housekeeping. DON'T STAY AT THIS HOTEL!

I was suppose to stay two weeks at this Hilton for a work trip, but ended my stay early. I called from the phone in the room four days in a row to request for them to have the cleaning team refresh towels, toilet paper, and make my bed. Every day I came back from work and my room was untouched. I paid a lot of money for my reservation there and I was highly disappointed. I will say though that the staff that I personally dealt with in person at front desk were great and I have no complaints there. Overall, please do not waste your money or be very upfront when you check in about what your expectations are.

If you are going to Guardians game location is great and rooms are decent...BUT BEWARE do not bring your car and park in the parking lot. While there this weekend our rental car was vandalized, shattered the window and stole charging cables from the car (nothing else was left in the car). Another vehicle was also vandalized in a similar way AND another rental car was stolen all together. Several guest said they reported our vandalized car to the front desk and we were never contacted for a full day, until we were loading the car heading to the airport to drop it off, did we find the car had been vandalized. We did ask to be refunded the $20/day parking fee and they did agree to that. But to ALL future guest please BEWARE!

My husband and I came to Cleveland for the rock and roll hall of fame and we instantly fell in love with Cleveland!! We're from Toledo Ohio and from now on we're coming back to this hotel specifically for the convenience and cleanliness and safety and comfort that we hoped to find! 5 stars isn't enough!! The vibe was awesome 👍😎...we walked everywhere and still felt safe!! The ladies at the front desk were so sweet and kind!! We decided to eat breakfast and dinner at the hotel and even though it was a little pricey the food was good!! Everything about the room and food and parking and ambiance made my husband and I decide that we would love to eventually live here in Cleveland. Yeah you have your ghetto areas but that's anywhere Ohio. 100 Gold Stars!!

Beautiful property. Great people at the desk. My only complaints are that the Continental breakfast wasn't free. Crappier hotels don't charge for danishes and orange juice! What gives? Also, $20 a day for parking? Is Hilton that hard up for cash? And the pool wasn't heated. Other than those things, we had a marvelous time.

Stay away from this place if you can. Sheets were dirty, carpet is nasty, and the floor is just dusty. House keeping is the worst. After a week a stay no one cleaned my room. THEY HAVE THE WORST PARKING SYSTEM AND YOUR ALWAYS LOCKED OUT. Informed the front desk stuff about these issue but nothing happens next day. I’m so respectful and tip the staff but it seems like you don’t get the same service back. Management doesn’t care nor do they treat like a diamond member. Not a Hilton owned, 3rd party property

Our family of 5 stayed recently while visiting Cleveland for two baseball games. The proximity to Progressive Field can’t be beat. I was slightly nervous after reading recent reviews but was pleasantly surprised when we arrived. Our room wasn’t ready when we arrived after check-in time but the front desk staff were apologetic and offered us a couple of perks to make up for this. Our suite was spacious and comfortable for our family. All staff we encountered were friendly and helpful, and were quick to respond when we needed extra towels and linens for the pull-out couch. The pool area was clean and while the hot tub was out of service, our kids enjoyed swimming. The rooms were dated and the air conditioner fan was quite loud but we found all the amenities to be clean and comfortable. This is not a luxury hotel by any means, but it was a great spot for our family to spend a couple of days watching baseball and exploring the city! Thanks for a lovely stay.

The *only* reason to book this hotel is for attending Guardians games at the stadium next door. But, be prepared, you WILL wait for a room long past the check-in time (even if you've digitally checked-in in advanced). No compensation of any kind will be offered, e.g. breakfast or parking comp. Make sure you check your luggage inside the hotel though because the hotel has a significant problem with parking lot theft and vehicle damage. Honestly, if I had it to do over, I'd have booked a different, safer, better downtown hotel and just gotten a cab to and from the stadium. I would have more than made up the difference in the price of the hotel and the aggravation of having to sit in the lobby for two hours waiting for a room. Post-game, we still had to walk by one really shady corner with a bunch of people blitzed out of their minds - there is zero police presence around the stadium. For what it's worth, I don't blame the front desk staff at all. They were doing the best they could in a terrible situation. There were at least a dozen groups waiting for a room in the lobby when we got there. There was no assurance that we'd have a room by the time the game was over, so you're stuck with the cost of a room that you may spend just a few hours in.

Pros: the room was clean, the beds were comfy and it was very close to places we wanted to visit (we were able to walk over to the Rock and Roll Hall of Fame just over 1 mile away). Cons: staff were not courteous, did not seem to understand their own software (couldn't link our Hilton Honors account) and they charge for everything. $20/day for parking, almost $18 for the breakfast buffet (not a great selection or quality for the price you have to pay) even the in-house convenience store was over-priced. The pool was dirty and the parking lot was not "secure" at all. Apparently this is a franchise location, so I'm not sure they have to follow the normal Hilton standards. Not worth the price of the room, would not stay at this location again.

Good spot for Indians or Cavalier games. Parking isn’t a ripoff $17 a day. Easy walk to either venue of game. If you were thinking of Rock and Roll HOF or the Browns game it’s a solid 20 minutes to walk. Close to the freeway easy on and off. Don’t bother with the breakfast, it’s NOT free it costs $20 a person and it’s no better than a free breakfast at a Hampton.

I did the digital check in the day before to pick a room away from the elevator, but when we arrived they gave us a room right beside the elevator. Horrible night sleep as we heard the elevator going up and down all night. Told the desk clerk we were very disappointed with our room, and her response was to ask if we wanted our receipt printed or emailed. Always make sure you check your receipts. They charged me for 2 nights of parking and I was only there one night. When I told the desk clerk about it she said she took it off but it would be 5-7 days to see the credit. The location is great if going to a Cavs game, but the service has a lot to be desired.

Since a similar stay 10 months ago, there has been an overall improvement in the Hilton Garden Inn. The only drawback - and I would add that it is the only inconvenience - is the poor air quality in the room. It is difficult to maintain a balance between heat, AC, and Air Circulation. It remains somewhat stale. Otherwise, all members of staff are professional, courteous, and efficient. The beds are comfortable as well.

Good points: hotel itself was nice, front desk people were very nice, love that they have a pool and hot tub. Bad points: Wasn't told until arrival that there is a $20 parking fee, our room was not well kept.....crumbs on the carpets, finger prints on mirrors, ring of dirt on the top of the inside of the sink, used q-tip on floor, ice bucket full of water, etc.

I have been coming to this hotel with my friends for years. Twice per year, we would come to enjoy a weekend of fun and in the past really enjoyed this hotel but now, the place has gone completely downhill. First, when i checked in as a Hilton GOLD member the front desk agent tried telling me I was not getting my complimentary breakfast. I had to explain the policy to her and she finally gave me the breakfast.The worst was Saturday in the pool--- my friends and I were sitting quietly enjoying the pool when a group of around 9 to 10 children came unsupervised to the pool screaming louder than anyone could ever imagine. I thought the kids were going to slip and fall because they were running recklessly all over the place. We had no choice but to leave the pool. Management did nothing about this. At check out, they charged my account for parking--- i was clear with them that I did not have a car. After waiting, they finally removed the parking charge. We will be finding a new hotel next time we go to cleveland. I would never make the mistake again of coming here.

Recommended: This was pretty decently priced the night we stayed. The pool was unavailable. The snack bar at reception required a card or you could charge it to your room bill. There were computers available for guests to use. Breakfast was a little confusing. Supposedly, there was continental breakfast, but you had to pay $15 per person in the hotel restaurant. I'm not sure I understood, because we heard from another guest of free breakfast on a different floor. It would have been nice to have that clarified so we didn't pay $15 a head. The room and bathroom were clean and organized. You could sign into your Netflix account on the tv. Then when you wanted to leave you could sign out of all your accounts with one click. That was reassuring. Overall, it was a relaxing stay.

We had neighbors across the hall that stayed up past 5am drinking and screaming. Loud and obnoxious, which I realize is not the hotels fault. My big gripe was our mattress was shot. I am a very averaged sized woman and immediately sunk into the mattress at least 4-6 inches into a “ditch” at least 1 foot wide and long. My husband who is larger than me was fine on his side. Obviously only one side of the mattress was completely shot. I understand that I am not going to get the best most expensive mattress at a mid grade hotel. But for the money I spent on the room, I did not expect to feel like I was sleeping in a deep ditch, with my husband being elevated almost 6 inches above me. Add in the screaming from across the hall and it felt like I was in a war zone. I have never written a bad review or had any complaints about Hilton, but this was so beyond bad I had to voice it. Beyond the shoddy mattress that seemed like it was scrapped from a goodwill, the staff was wonderful and the room was clean. We did not have a television remote and called down to reception, at which point one was brought to us in a matter of minutes.

Parking is only $20 a night and is right out back. Very convenient. Service is great which is to be expected because it’s a Hilton. Other than that, it appears to be an older hotel (Ramada Inn) that was slapped with the Hilton name. Beds are uncomfortable and little bit of a lingering smell in the air. Shower head is dirty and old. Accompanied with yellow walls and popcorn ceilings. It’s a nice hotel and doable for a night. The quality is not what is expected when you see the name Hilton.

I just wanted to say that the service and the staff were excellent, but the room was why I gave this place a 1-star rating. The bed was so worn out that it had a crater in the middle of it. You would think that if they are charging double the price for these rooms during postseason games. That they would have enough money to replace beds that are so deformed that you can see it with the make eye. I asked for another room, but they were fully booked. Hopefully they made enough money this past weekend that they will be able to replace the worn out beds soon.

(Staff on 9/2/22 very friendly, but as a rule, always greet guests as soon as they walk up to the desk.) Room was clean, but it seems as if the mattress was memory foam which is a BAD idea for a hotel with multiple bodies using it. Extremely uncomfortable. Also, there didn't seem to be any slip strips in the tub; I felt very unsafe taking a shower. Buyer beware warning: this location is near a very high traffic intersection, so there was lots of car/truck/motorcycle idling/revving later into the night. All in all, it is a decent, safe, clean, affordable place to stay if you are looking for easy access to downtown Cleveland.

I'm expected this to be a nicer hotel based on past experience. The breakfast was decent and the service was nice but the hotel was a bit run down. It's a decent location and was not badly priced compared to other hotels in the vicinity.

While staying at the hotel my car was broken into. I had returned from Target went upstairs to my room to use the bathroom came back downstairs and three cars have been broken into. Within 10 minutes!!! When the police arrived, they advised a car had been stolen from that lot earlier that day. When asked about cameras, we were told the cameras don’t face the lot! We were also told by police that happens quite often at this hotel! Buyer beware! If you choose to stay, remove all of your valuables, and do not lock the door! I can’t even comment on the room because I couldn’t get comfortable overnight, but the front desk clerk was exceptional!

I stayed here three nights at the end of September. Rooms are nice, although my bathroom door was badly in need of refinishing. There is no daily housekeeping -- probably due to a staff shortage -- but you can make a special request with the front desk. I tried this one day, but nobody ever showed up. The hotel is next door to a BP gas station that is frequented by some dodgy characters, particularly after dark. Although I am a non-driver, I was still charged $20 per day plus tax for parking. No one asked me about a car when I checked in, so I assume this is an automatic charge for all guests. The best part was the breakfast buffet. Although not included in the room fee, it was delicious, and my waitress was very friendly and attentive.

Checked in room garbage was never changed. Stains on sheets room wasn't up to par on cleanliness for a Hilton. Bar and restaurant awful menu. Gym was a joke and pool was filthy. Breakfast was good. However they make it seem like they don't offer free coffee. Ice machine busted on my floor. For $200 a night . Had to ask twice for linens and towels.

Employees were very nice. However, the rooms were dated, and not as clean as I have experienced at other HGI locations. We called for toilet tissue 2 times and the next day it arrived. Maybe they are understaffed. The biggest disappointment was the number of homeless at the front entrance that harassed you when waiting for an Uber or Lyft. I did not feel safe here.

This is one of the worst places I have stayed in it was very deceiving from pictures and lobby. Had a smell like a animal den. First room give was a room on eighth four not clean toilet running endlessly. Than we were given 304 not much difference lumpy dirty bed smelly carpet. No security in parking lot but have to pay for lot. For 200 bucks a night to stay in a 19 dollar motel 8. I don't think so. I'm so mad I took pictures. If you don't see it you want believe. I wished I could the a picture of the smell. And oh no room service if you stay for a week. Except no bed changes. Hilton you need to have a form embarrassment. Especially after all the apologizing. If I had of saw the reviews my husand would have never made these reservations. Thanks for this disappointing experience.

Since we went during the slow down of CV-19, we were hoping to be able to use the dining facilities for lunches and dinners. Breakfasts were to be available in the dining area, but unfortunately, this was not the case. We were served a ‘box’ breakfast which was not hot and less than we were hoping for during the three mornings we were to be there. We also had some room issues involving a lack of adequate USB ports to charge our phones, tablets and i-Pads we brought with us. We both also use a CPAP machine each at night and some ingenuity was needed to reach standard plugs in the room with our own extension cords. At least the AC worked properly. The bed seemed to have a rather infirm mattress and pillows that should have been replaced about a year ago. I think time would have given the staff better insight if the CV hadn’t been prevalent. Hopefully, a future visit would see some rectification of some of the room issues as well as making the pool and other amenities available for guests staying there. Maybe we can stay again in the future when things are better for them.

Requested an early check-in for an early wedding when booking for one night. Even verified over the phone a room would be available for early check-in when I was 45 minutes out from hotel. Manager at front desk proceeds to tell me she cannot let me check in early, even though I was told differently. She didn’t even attempt to accommodate my situation whatsoever, or offer to clean the first room available. Meanwhile, a lady sitting in the lobby overheard my situation and proceeded to inform me she was in the exact situation due to a red eye flight and had been sitting & waiting in the lobby for a room for 3 hours. The manager (or assistant manager) in the morning was very rude and had NO customer service skills. Luckily, when we returned at 2am, the front desk worker was exceptional given the circumstance that their system crashed and she could not check us in through that. She offered to waive parking fees and apologized for said inconvenience she had no control over. Overall the price of the hotel was not worth the service and hoops I had to jump through to stay one night.

I came here for a business trip and arrived much earlier than check-in. With a little time, and some help from a very kind concierge named Laina, I was able to secure a very clean and cozy room. Best of all, the heat actually worked! I wonder if the more negative reviewers happened to come here for a baseball game, because the hotel was pretty quiet this week. The staff was very courteous during my stay and I would gladly come back.

Hotel was overall ok, however, I hated my room which I stayed in for 2 weeks due to a work trip. The first night I arrived I noticed the tub was clogged. Maintenance was able to get that taken care of, but the whole bathroom seemed like it had not been scrubbed and properly cleaned in weeks so I was not able to shower. There was mold and nasty patches of dirt in the tub so I was not able to shower right away after a long day of travel. Housekeeping was out for the day when I requested for the restroom to be cleaned, so I took matters into my own hands and decided to go buy cleaning supplies and scrub everything myself. That’s the only was I was able to utilize the bathroom. There was a smell that seemed to be spewing from the bathroom on most nights; this made it hard for me to sleep well. For such a great location, I expected much more.

Great location and friendly staff. The front desk had suggestions for food and helpful local information. The rooms were clean but there was a metal plate in the road directly under the room so it was extremely loud.

My son and I stayed here recently for a basketball tournament, and I figured being a Hilton hotel it should be pretty nice. It is old and dingy. It smells, and I don't think our room had been cleaned in quite some time. The bathroom fan was beyond dusty, the microwave had a layer of dust on it, there were mud spots on the front of the bathtub, I found earrings in one of the drawers, and the overall appearance was just that of an old run down hotel. Oh and be prepared to pay $20 a day to park. No breakfast included either. There was no information to any left in the room for anything local to do or see. I have stayed in hotels that cost me $50 a night that were nicer than this Hilton. Do yourself a favor if you are just looking for a place to lay your head down and sleep look somewhere else. If you are looking for something a little nicer this Hilton is not it. Read reviews and right reviews, because that is the only way to get things to change.

Hilton Grand Garden Downtown for reference is just 1 mile from the Rock and Roll Hall of Fame. Good size rooms. Clean rooms and the hotel has 3 elevators so they always arrive quickly. The fitness room was nice however we could not get any of the treadmills to work properly. The staff was very friendly. We were told they did not have jelly for bagels and thought that was strange. Other than that a solid 4 stars. Also the hot breakfast is 9.95 per person even if you are a Hilton honers member.

This hotel room stinks to high heaven. I couldn’t believe it. The lobby and bathroom was fine. Clean. Customer service was good besides not answering the phone. ❤️The cook name (Julisa) went out her way to give my son a coloring book and crayons ❤️ You are greatly appreciated. I wish you the best!

If you're coming into town to see a Guardians game at Progressive Field, this is the place to stay. The hotel itself has seen better days. It's tired. It's worn out. It could use a nice facelift. I would stay there again. Here are a couple of photos from the view from my room.

The hotel needs a thorough deep cleaning. I was in town for business but definitely should have chosen another Hilton. The food was ok. Service at the bar for drinks and food was horrible. Bartenders acted like they were inconvenienced to do anything. One was so lazy she had a stool to sit her bad attitude on. Would not stay here again.

Upon arrival, we noticed that the hotel was not in good repair -- this alone is uncommon for a Hilton. When we entered our room, there were stains on the chair and carpet. The furniture was heavily worn. My husband noticed that the wheel had fallen off the bed which caused him to look under it. There he found a pile of trash, which included a used condom! We quickly left the room and reported to the front desk. The manager, while kind and understanding of our disgust, offered no resolve and said that a refund was not possible since we prepaid. We always stay at Hilton and Hampton chains while traveling and have done so for many years due to the standard of cleanliness and customer service they offer. So disappointing. I'm hoping corporate gets involved and makes things right - not only for us but all the guests that stay at this location.

As stated earlier; everything was great. However, the bed was completely broken. Especially after reading the other reviews about the beds—its clear that they genuinely don’t care. We have videos and pictures sent to MCR (owners) as this issue has been brought to the Hilton’s attention in the past. They prep the bed to look fine, but if you look underneath—the supporting legs are snapped.

The facility is not as up-to-date as many Hilton Garden Inns that we have used. The hot tub was not working for the entire 8 days of our stay. Most importantly for us, we were denied any request for daily housekeeping.

The room was dirty. The kurig was so filthy it was unusable. Breakfast cost $18 for cafeteria food. Only good is that it's close to desired attractions.

I requested twice to have my room cleaned and both times I was told no they wouldn’t clean it. This is the cleaning policy the post online: HOUSEKEEPING: TAILORED TO YOUR COMFORT Stayover housekeeping service is available upon request during your stay. Simply contact the front desk at any time to request extra towels and amenities or to schedule a room cleaning. For stays of four (4) nights or more, we will provide full cleaning every fourth night/fifth day for all guests. If I had known they would refuse to clean the rooms I would have stayed somewhere else. In addition, I requested to speak to a manager and they never returned my call.

We stayed here to go see Hamilton nearby. It was within walking distance. The price for breakfast was so high we just grabbed coffee and left. I left something in the room when we checked out. I had to call 4 times to get a response. They did find the items and mail to me. Don't you think they would contact someone in that case, they have your info.

The standard king room was a bit small but very clean, and the bed and pillows were SO comfortable. The Tv seemed a bit bigger than typical hotel rooms. This location is within walking distance of restaurants. The breakfast was delicious, but you do have to pay for it. You also have to pay for onsite parking. A negative was the cleanliness and size of the pool and hot tub. The pool was absolutely filthy, with towels sunken to the bottom as well as a piece of trash at the bottom uncertain of what it was. There were clumps of hair floating on the top as well and the water was very cloudy. The hot tub was fine just very very small, maybe 4 grown adults could fit comfortably.

It is a Hilton in name only. The rooms are seriously outdated! The heater barely worked in my room. The shower handle fell off when I attempted to turn the shower on. For what you get, this place is WAY over priced! Expect an additional fee for everything: parking, breakfast, I'm surprised my TV remote wasn't extra. The staff was nice, but the room was yuck!

The hotel/amenities/comfort are what you would expect from a Garden Inn. The five-star rating comes from: cleanliness; location convenience;, and, above all - the staff was incredibly helpful, pleasant, and extremely friendly. I spend multiple weeks at hotels in any given year - and, I simply was surprised at how consistently nice EVERY employee was!!

Major congrats to HGI Cleveland Downtown!! Held our first Regional Team meeting there, after a 2 year hiatus. The facilities did not disappoint 👏🏽 🙌 👌🏾 The rooms are ample in size. The on-site bar/restaurant had plenty to offer. The meeting/conference room area was perfect in size, cozy enough for our group. Thanks for prompt attention to our A/V needs! We will be back! Hey Ask for Drew!!!!

Our family of 5 stayed recently while visiting Cleveland for two baseball games. The proximity to Progressive Field can’t be beat. I was slightly nervous after reading recent reviews but was pleasantly surprised when we arrived. Our room wasn’t ready when we arrived after check-in time but the front desk staff were apologetic and offered us a couple of perks to make up for this. Our suite was spacious and comfortable for our family. All staff we encountered were friendly and helpful, and were quick to respond when we needed extra towels and linens for the pull-out couch. The pool area was clean and while the hot tub was out of service, our kids enjoyed swimming. The rooms were dated and the air conditioner fan was quite loud but we found all the amenities to be clean and comfortable. This is not a luxury hotel by any means, but it was a great spot for our family to spend a couple of days watching baseball and exploring the city! Thanks for a lovely stay.