Courtyard by Marriott Cleveland Westlake

Exceptional

With the exception of mechanical...

Liked: Lauren at your front desk was extremely helpful and courteous to us. My compliments to her hotel management in hiring such an impressive employee. Lauren is a compliment to Courtyard.Also, the two gentlemen that met us when we walked in were friendly and very positive. This was about 5:00PM on Friday, May 30th. The one gentlemen helped me update my Bonvoy membership card and points. He actually took interest in making my card right by me. (Names??) Both gentlemen were very kind and welcoming.
Disliked: Screen Door in our Room 225 was broken between the porch and hard glass door. A number of the electric outlet plates for charging cell phones were loose and came off in our hand. These were located on either side of the bed.

Upset and disappointed.

Liked: We were able to have pool access before check in. The room was clean upon entry, except for the window open and rain had soaked the floor.
Disliked: When we arrived we were allowed to use the pool as we were a little earlier than anticipated. We were expecting a microwave in our room as well as easy access to ice. The Ice machine was broken and there was no microwave. When going to the hot tub that we were told was in order, we found it taped off and no explanation as to why. That was one of the main reasons we booked here. We were also charged a $110.00 hold that we were absolutely not made aware of, yet when we saw it taken from our account we were told it was authorized. We neither agreed nor authorized such transaction. The lady at the front desk could not give us an explanation as to what the charges were for..and just said they "should" be back on our card in a few days. But to not expect it on Cinco de Mayo because the bank wouldn't be open. That isn't true either, as that is not a federal holiday. We are still awaiting the funds. This ruined our trip as we had to budget very closely and had driven over 400 miles to stay here. We saw our family that we had not seen in 3 years and just wanted them to have a good time. However, we now couldn't even afford food. Basically, no one there had any explanations for anything that went wrong, and evidently, we weren't the only ones. They had told us their machines weren't working so we couldn't check in until they came up, and I overheard a staff member yelling at a customer on the phone arguing with him and being extremely rude. Then hung up on him and said she hated that fu***** place. For paying $250.00 plus a $110.00 unannounced fee, youd think this place would far exceed any expectations. We were so terribly disappointed and will not ever return here. We will also be contacting Anthony Caputo the ceo of Marriott.

Superb

Disappointing

Disliked: They don't have any sort of provided breakfast and charge $5 for a cup of coffee. They have coffee in the room but the noise the coffee maker makes wakes up everyone in the room. With the high rates they charge I'm amazed they can't even supply free coffee.

Exceptional

Front desk personnel were both...

Liked: Beds were comfortable. The soap/shampoo shower dispensers. The bucket of car window scrapers availability.
Disliked: Rooms are very dated. The tub in our first assigned room :229 was totally unacceptable. It was very hard to maintain balance because sides of the tub slope inward and you have hardly any flat surface to stand on. This is a dangerous situation for any age. Television operation was very difficult. You had to stand right in front of the tv for the remote to work. Lighting surrounding the TV/desk area did not work. It was inconvenient not to have a microwave in the room. Not having a complimentary breakfast was disappointing. Rooms should have clocks!

Exceptional

Exceptional