The single worst hotel experience I've ever had. Firm check-in at 3:00. One person working the front desk and a line from the register out the front door (literally) at 3:00. The process took US 45 minutes to get 50% of our rooms. Our other room, the front desk said, was not showing in their system. I attempted to show my reservation on my phone but she did not want to see and instructed me to call the company we booked through. Did that while driving through a city I don't know well. Still working on that through my dinner reservation. Company called Best Western and sorted it for me so I went out for the evening. Got it at midnight and attempted to check in for the second room. Was told that it would be an hour before the room was ready (1:00 AM at this point). Travel partner sat in my room for an hour while I went to sleep in preparation for an early drive next morning. He left at 1:00 AM as instructed and they had just begun cleaning at that point. He then sat in the room while housekeeping was working. He got the room to himself at 1:45 AM. Utterly ridiculous. A management nightmare that becomes the guest's nightmare. Nobody at the front desk seems to care about anything as evidenced by the full tray of used keys seen at check-in and then again at departure. People were coming back with non-working keys and reports of being sent to rooms that weren't cleaned. Staff member identified "overbooking" as a very frustrating problem that my travel partner got a full serving of as well. Avoid, avoid, avoid.

Room booked two months in advance for my cousin's wedding. Waited in line to check-in for 3 hours. Was eventually told that rooms wouldn't be available for 2-3 more hours (at this point it's 11:30 pm) .No rooms available, no staff to service rooms. It's like whoever owns the hotel doesn't, doesn't actually care about running a business or providing services for their customers. I certainly hope that I don't have to fight to get my money back, but I'm not optimistic.

We paid for a room with 1 king bed and they put us in a room with 2 queens even though we made reservations 2 months ahead of time. Pool area is barely lit and the pool is freezing cold. Not a vending machine in sight, we had to walk to the gas station next door just to get something to drink!! The whole floor smelled like Marijuana. Never again!

The location is ok, but this hotel is below 2 stars. Service was terrible, the hotel looks OK until you look closer. The door to the room did not close. We had to make sure we pulled it shut each time. Toilet was not strong enough to flush a #2, so we didn't use it for that. Lobby bathrooms were disgusting, as you'll see. Breakfast was included with a voucher but was not set up properly at 7:30 a.m. ??? Won't be back... PS: I've noticed they have the same cut and paste response to all the reviews. Tells me they're too lazy to respond to individual reviews. If they can't perform a task that simple, you can rest assured they will not address any of the issues/concerns mentioned.

Worst hotel experience I've had!! Was snubbed at the front counter right at check in and things just got worse from there. Guy at front counter was on his phone and everything that disturbed him from that was a bother and a hassle! Phone in room didn't work. One of our rooms had no towels in bathroom. I asked for towels and never got any. also asked for a pack and play for our little one. The room service sheet said they were provided complimentary but when I asked for one the guy wanted to charge me and said they were a fire hazard. 2.5 hours later we still hadn't received anything. Then I asked just for a blanket and billow for our little one and was told house keeping had left for the night. At 10:30 in the evening, can't get a blanket and billow in a hotel???? I then walked the halls and found a nice lady who informed me she was indeed house keeping and was never contacted about the pillow and blanket or about the pack and play. So I was lied to by the front desk. Was very very very disappointed and would not recommend this place!! I generally don't complain and never leave bad reviews but this is the worst hotel experience I've had!

The gentleman at the front desk was super friendly and helpful. The guys working outside gave my mom grief when our dog didn't make it to the unmarked/unidentified place for pets before she did her morning thing on the sidewalk. Even after she apologized and pointed to her cane, he still gave her a hard time. The rooms were clean and the bed was comfy, but the fridge was super tiny hidden behind a giant door and the accessible shower curtain did not reach the floor which made for a slippery exit. We ordered food from their restaurant, which was well priced and yummy, but the bartender/waitress would disappear for 10 min at a clip and even the cook was angry with her.

Friday June 9 2023. Tried to check in at 4:00 pm and was told the room was not read but we were check in. After visiting with friends we arrived back at hotel only to be told the room was not ready, this is now 10:30 pm. Don't book this hotel also customer service gave us no satisfaction, couldn't bother emailing the complaint code referencing our issue. Place may not be secure given the local police department was parked at the main door. Found a Courtyard by Marriott near by, less money and better accommodation.

(Pet friendly room) reeked of cigarettes. Stains all over carpet. Hallways also smelled really bad. Front desk service was helpful, location is great right next to the mall. Overall 2/5 for the room but was a cheap option for a pet friendly room.

Generally hotel is what I would expect from a Best Western. Good value with fairly moderate rooms. It was a good price compared to most of the surrounding Cleveland area. It did take about 30 minutes to get checked in because there was a bus that had come in and also a convention. That possibly could use some improvements. Everything else was good minus the checking in part.

This was a disappointing experience. I had booked a king size bed because our 4 year old is autistic and sleeps with my husband and I. When we arrived we were told that we could only get 2 queen size beds. That was not really doable and we tried to make it work. My son ended up falling out of bed and luckily was not hurt. Then the whole reason we stayed here was so our son could go swimming. It was not mentioned on the website nor were we told about the pool being closed due to chlorine issues. The room was somewhat nice but the lack of security was unsettling. There is no lock on the outside doors coming into the hotel. This was false advertising at its best.

I’m not a picky person when it comes to hotels, but this place is seriously jank and I feel compelled to leave a review. The facility and rooms are rapidly deteriorating and not being maintained. The bathroom in our room was disgusting when we checked in. Mildew stains all over the ceiling, spiders making webs in the shower, shower didn’t drain properly, hair was all over the valet, grout and caulk inside the shower was black and grimy. This was the first room I’ve ever stayed in where I was concerned about my general health. The rest of the hotel was struggling as well - common area outlets in the lobby didn’t even work to charge my laptop, coffee machine was broken, hallways smelled horrible, stairwells smelled like dog pee. I could go on. We gave them a chance to make things right with our room and asked to have our shower drain unclogged and the bathroom re-cleaned. Neither of those things ever happened. I won’t be staying here again.

It was the worst hotel breakfast I've ever had. And I stayed at low-budget inns in Eastern Europe in the 90s. The funny thing is that it is such a shame, because almost everything else was more than OK for the price. Clean, spacious rooms, comfortable beds. The front desk guy, Myles, was exceptionally good, professional, cortious, and gave our family of four a voucher for free breakfast when we found out we hadn't paid for that. Unfortunately, said breakfast was a disaster.

Spend your money elsewhere!! False advertising. It was the absolute worst experience I have ever had at a hotel. After getting conned into becoming a BW rewards member, I booked 2 king bed suits, I reserved them and payed the extra money because that’s what I need for my family and it’s what was expected. We get to the hotel and are told we have to get a double queen room, and there’s no discount still had to pay full price. Then we find out once we get to the room it’s actually only 2 full beds… so we decide we were going to use the pool that is advertised and I was told about on the phone, not shockingly enough we are told their pool is down and has been down. lol so the arrogant front desk employee has the audacity to give us passes to a rec center not located on the property that was already closed. The front desk was arrogant and smug to everyone who asked. Room key will keep breaking and make you late to anything you have to get to. Complete waste of a trip, ohh and there is mold in the bathrooms, so that’s great too.

It's a larger hotel with lots of meeting. There is a convience store in the corner of the parking lot. Bathroom vanity area is very small. Beds were very comfy. Full length mirror outside the bathroom. Hair dryer was not attached to the wall. Yeah. Didn't use the pool or fitness center but they both looked good. Didn't see a hottub area.

Showed up after a baseball game at 11:00 pm. We made a reservation online, so we assumed it would be no problem. Wrong. We were greeted with a waiting room FULL of people. They're currently cleaning rooms...at 11pm...

We arrived for checkin at 4:30PM. A tour group of two full busses pulled in. The employee behind the counter did a great job of keeping things moving, but he was alone. Others have commented about long checkin waits. The property should consider staffing up during these busy times. The pool was large and great for the kids. The pool area wasn't cleaned overnight..so there was food and towels on the chairs and floor. We even found a towel in the pool. Once the employee noticed she was quick to clean it up. We did hear many complaints about the key cards not working... The room had two full sized towels, and when we requested more we were told there were no clean towels in the hotel. Hotels should be good at two things. The bed and the bathroom. The bar area is great. The serving staff was friendly and welcoming. The breakfast was low quality...and for $10 per person wasn't worth it. Overall, for a $70-80 per night cost, it was a great hotel. The property just needs to improve operations in a few key areas.

Not sure if they are just waiting on repairs for things but they only had one main elevator working, and that one was acting up. It would skip floors when going up and then would go back down to the floor that was skipped. No AC outside of the rooms and I was there for an event. Good thing I did very little makeup because even with setting spray it wouldn't have lasted.

Place has bed bugs, I’m currently in one of the rooms as I write this trying to get a refund. When I brought it to the managers attention The older men downstairs both tried to argue with me about what type of bug it is rather than trying to resolve the issue. I was told there is a difference between a bedbug and a bug in the bed.. as if that was comforting

We stayed here during a hockey tournament, they need to remove this hotel from their list. I feel bad for the staff, they are definitely understaffed and run ragged. They look miserable and tired. Only 1 elevator worked, out of 3. Rooms still being cleaned late into the night. And the poor lady over in the pub/bar/restaurant, oh I just wanted to jump in and help her. She was running everything because they sent the other lady home BEFORE the evening rush. The room itself was clean, but the bathroom was moldy and mildewy because the have no exhaust fans (toilet is not bolted to the floor). Breakfast was not worth waiting forever in line for. As we were checking out you could clearly see the cleaning crew laying on beds playing on their phones. It was NOT worth the nearly $150/ night we paid (stay to play hockey tournament price).

It was overall a great stay. Staff were very nice and friendly. Keycards had to be reset daily as they'd stop working randomly. Bug free. Elevator was wonky but it made it feel homey.