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Reviews of The Westin Cleveland Downtown

4 out of 5
The Westin Cleveland Downtown
777 Saint Clair Ave Ne, Cleveland, OH

Reviews

8.4

Very good

Rating 10 - Excellent. 545 out of 1001 reviews" "
Rating 8 - Good. 215 out of 1001 reviews" "
Rating 6 - Okay. 114 out of 1001 reviews" "
Rating 4 - Poor. 68 out of 1001 reviews" "
Rating 2 - Terrible. 59 out of 1001 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

8.4/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Todd

Liked: Staff & service, amenities, property conditions & facilities
Kim, at the front desk, was absolutely delightful and helpful. She was friendly and so welcoming.
Stayed 1 night in Apr 2024
Response from Joanne- Front Office Manager on 15 Apr 2024
Thank you for staying and choosing our hotel. Your feedback is very important.

8/10 Good

Chandra Sekhar

Liked: Cleanliness, staff & service
Old building and elevator keeps shaking.
Stayed 2 nights in Apr 2024
Response from Jennifer H. - Director of Front Office on 14 Apr 2024
Thank you for your feedback. I am so sorry that we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience. Thank you for staying with us.

8/10 Good

diane

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was convenient and walkable to attractions we were visiting.
Stayed 2 nights in Apr 2024
Response from Jennifer H. - Director of Front Office on 14 Apr 2024
Thank you for your positive feedback. Thank you for staying with us.

2/10 Terrible

Peter

Travelled with partner
Disliked: Amenities, property conditions & facilities
This property provided 1-star amenities for a 5-star price (600/night). I am taking into account the fact that on April 8 they were, I guess, full to capacity with Final Four fans and eclipse tourists, and didn't have the staff to handle everyone. And charged a surge price. So I don't blame the staff for not cleaning our room, or closing down breakfast half an hour early because they couldn't take any more orders, or being way too stingy with towels, washcloths, coffee cups, etc. I blame management for overbooking the hotel and not planning for the situation. Anyway there were plenty of other permanent issues, like: the room service number printed on the menu apparently rang someone's office, not the proper phone (also there are no beverages on the menu, not even orange juice); the phone turned itself off and gave no dial tone a couple of times (charging issue?); the rugs are hideous (room and hallway); the safe is on the bottom shelf and you have to crawl on the floor to use it; the drain plug in the bathroom sink hasn't been designed with a plunger to open or close it, even though there is a rod under the sink to do that, but attached to nothing; and you know how if you go to any motel off the interstate there is a binder that tells you how the phone and TV and lights and laundry work, and what the local attractions and restaurants are, and so on? Nothing like that at the Westin. Some manager really should book a room anonymously and think about, is this really our best?
Stayed 2 nights in Apr 2024
Response from Jennifer H. - Director of Front Office on 14 Apr 2024
Thank you for your feedback. I am so sorry that we did not exceed your expectations while staying with us. Your comments will be reviewed by our leadership team and will help us as we continually work to improve our guest experience. Thank you for staying with us.

10/10 Excellent

cate

Liked: Cleanliness, staff & service, property conditions & facilities
Very clean and quiet. Walkable to rock hall
Stayed 1 night in Mar 2024
Response from Joanne-Front Office Manager on 7 Apr 2024
Thank you for staying with us and your feedback is very important.

6/10 Okay

Daniel

Travelled with family
Liked: Staff & service
Close to everything
Stayed 3 nights in Mar 2024
Response from Joanne- Front Office Manager on 2 Apr 2024
Thank you for staying with us and sharing your feedback.

8/10 Good

misako

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Joanne- Front Office Manager on 2 Apr 2024
Thank you for staying with us and sharing your feedback.

10/10 Excellent

Suzanne

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely room, comfortable beds and friendly staff. The location was amazing and walking distance from Al the key places.
Stayed 2 nights in Mar 2024
Response from Jenn H. - Director of Front Office on 1 Apr 2024
Thank you for your positive feedback. thank you for staying with us.

8/10 Good

Ronald

Travelled with family
Liked: Staff & service, amenities, property conditions & facilities
The hotel was nice, the front desk amazing, valet guys were professional. Only thing I didn’t like was the dusty power strip along with other cords that were highly visible and looked unsafe.
Stayed 3 nights in Mar 2024
Response from Jenn H. - Director of Front Office on 1 Apr 2024
Thank you for your feedback. I am so sorry to hear about the cleanliness in your room. Your comments will help us as we continually work to improve our guest experience. Thank you for staying with us.

10/10 Excellent

Zheng

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Located in very quiet and clean area of downtown.
Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 1 Apr 2024
Thank you for your positive feedback. thank you for staying with us.

10/10 Excellent

Anna

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It's a nice hotel in downtown Cleveland. The staff is very friendly. Walking distance to the lake.
Stayed 1 night in Mar 2024
Response from Joanne-Front Office Manager on 31 Mar 2024
Thank you for staying and choosing at the Westin Downtown Cleveland. Your feedback is very important.

10/10 Excellent

Dave

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice place. Staff is friendly and easy to places around the city.
Stayed 1 night in Mar 2024
Response from Joanne-Front Office Manager on 31 Mar 2024
Thank you for staying and choosing at the Westin Downtown Cleveland. Your feedback is very important.

6/10 Okay

Stephanie

Liked: Staff & service
Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 1 Apr 2024
Thank you for your feedback. Thank you for staying with us.

10/10 Excellent

Ray

Liked: Property conditions & facilities
I like dat place
Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 25 Mar 2024
Thank you for your feedback. Thank you for staying with us.

10/10 Excellent

Joyce

Travelled with partner
The staff were extremely helpful especially the valet parking staff as I had to have them access my car on two different times to collect items my husband forgot. The gentleman were very friendly and courteous. Also the dining staff were warm and friendly.
Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 25 Mar 2024
Thank you for such positive feedback. Thank you for staying with us!

10/10 Excellent

Amanda

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very friendly front desk.
Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 23 Mar 2024
Thank you for your positive feedback. Thank you for staying with us.

10/10 Excellent

Joshua

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
clean and quiet
Stayed 2 nights in Mar 2024
Response from Joanne- Front Office Manager on 21 Mar 2024
Thank you for staying with us and your feedback is very important.

10/10 Excellent

Allyson

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Jenn H. - Director of Front Office on 20 Mar 2024
Thank you for your positive feedback. Thank you for staying with us!

8/10 Good

Emily

Business traveller
Liked: Cleanliness
Sad to see urban steakhouse is gone. At least there is a full bar, and bar staff was very attentive. This place has seen better days but- it’s clean, open and airy and still a Westin!
Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 20 Mar 2024
Thank you for your positive feedback. Thank you for staying with us.

10/10 Excellent

Miranda

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff were great at front desk
Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 19 Mar 2024
Thank you for your positive feedback about the staff. Thank you for staying with us.

10/10 Excellent

christopher

Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 20 Mar 2024
Thank you for your positive feedback. Thank you for staying with us!

4/10 Poor

Carilyn

Travelled with partner
Disliked: Cleanliness, property conditions & facilities
There was a large stain on the bedding. After pointing it out to the front desk and requesting a linen change it was still there, the bedding was not changed. The shower had some mold spots in the corners.
Stayed 2 nights in Mar 2024
Response from Joanne-Front Office Manager on 18 Mar 2024
Thank you for staying with us and your feedback is very important. I do apologize we didn't exceed your expectation.

6/10 Okay

Michael

Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
Staff needs to take better Detail clean to the room. Sneaky little water and soda bottles rolled under bed , beer cans , and CONDOM WRAPPERS tucked behind the headboards. I know it's meticulous of me. But all this trash was from previous guests. If there are blind spots if cleanliness , one can only imagine what guests will stuff anywhere. People be weird. Westin, take better care to detail clean. It's so easy to miss but it just takes one instance to disgust a guest! My stay was mired with a small twinge of disgust while looking for a dropped belonging--we found the precious guests filth. Great accommodations, the high traffic areas of the room were spotless and pristine. Just please don't forget the small stuff.
Stayed 1 night in Mar 2024
Response from Joanne-Front Office Manager on 18 Mar 2024
Thank you for staying with us and your feedback is very important. I do apologize for the stuff you've found in your room. I shared your comment to the housekeeping department so this kind of issue won't happen again.

10/10 Excellent

Shannan

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice hotel and great location. Planning another stay there soon.
Stayed 1 night in Mar 2024
Response from Joanne-Front Office Manager on 18 Mar 2024
Thank you for staying with us and your feedback is very important.

10/10 Excellent

kenzy

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I would stay here again!
Stayed 1 night in Mar 2024
Response from Joanne-Front Office Manager on 18 Mar 2024
Thank you for staying with us and your feedback is very important.

10/10 Excellent

Tracy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Joanne-Front Office Manager on 18 Mar 2024
Thank you for staying with us and your feedback is very important.

6/10 Okay

Alex

Business traveller
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Wouldn't go back. Unclean and uncomfortable. I think the mattresses are original to the property.
Stayed 1 night in Mar 2024
Response from Joanne on 13 Mar 2024
Thank you for staying with us. I do apologize that we didn’t exceed your expectation. Your feedback is very important.

10/10 Excellent

Lisa

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay was great! The rooms were modern and spacious. Service was top rated from checkout to checkin. Highly recommend if you want to be close enough to walk and explore the downtown area
Stayed 3 nights in Mar 2024
Response from Joanne- Front Office Manager on 12 Mar 2024
Thank you for staying with us and your feedback is very important.

6/10 Okay

Kathryn

Pillows are way to small
Stayed 1 night in Mar 2024
Response from Joanne-Front Office Manager on 11 Mar 2024
Thank you for staying with us and your feedback is very important.

10/10 Excellent

Howard

Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 30 Mar 2024
Thank you for your positive feedback. Thank you for staying with us.

10/10 Excellent

Kevin

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the complementary breakfast and the friendly and helpful attitude of the guy in the breakfast restaurant!
Stayed 1 night in Mar 2024
Response from Joanne- Front Office Manager on 10 Mar 2024
Thank you for staying with us and your feedback is very important.

8/10 Good

Catherine

Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 30 Mar 2024
Thank you for your positive feedback. Thank you for staying with us.

10/10 Excellent

Stephanie

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We only stayed 1 night, but it was a very nice relaxing evening
Stayed 1 night in Mar 2024
Response from Joanne- Front Office Manager on 5 Mar 2024
Thank you for staying with us and sharing your feedback.

4/10 Poor

GLENN

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Pretty shabby for a Westin, and not comparable to other Westins I've stayed in both in the US and overseas. Went to buy water in the gift shop and they said they didn't have anymore, never mind any free ones in the room. Not even a "I'm sorry' from the desk staff. No one on the staff smiled. Everyone looked pretty unhappy. Dirty pillow case, no toiletries except stuff in the shower, no hair dryer in the room, no robe, no slippers. Breakfast room service was served in a brown paper bag, not on a tray. Room service charges $5 extra for delivery. Isn't the point of room service that it is delivered?! AC/heat in the room was a challenge to operate and get to any kind of comfortable level. Set it on 69 cool and it took all night to actually get below 71. The whole place is in desperate need of a remodeling and training for the staff -- and apparently, restocking of bottled water and silverware!
Response from Joanne on 5 Mar 2024
Thank you for staying and sharing your feedback. I do apologize that we didn’t meet your expectations during your past stay. I will share your feedback to our Front Desk so this incident will not happen again.

10/10 Excellent

Tiana

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Joanne- Front Office Manager on 5 Mar 2024
Thank you for staying with us and sharing your feedback.

10/10 Excellent

Stanley

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close to great bats and restaurants…. Friendly and helpful front desk- Thanks Kim
Stayed 1 night in Mar 2024
Response from Joanne- Front Office Manager on 5 Mar 2024
Thank you for staying with us and your feedback is very important.

10/10 Excellent

Heather

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quick, friendly checkin, clean room!
Stayed 1 night in Mar 2024
Response from Jenn H. - Director of Front Office on 3 Mar 2024
Thank you for your positive feedback. Thank you for staying with us.

4/10 Poor

Candace

Liked: Cleanliness, staff & service
Stayed 2 nights in Feb 2024
Response from Joanne- Front Office Manager on 3 Mar 2024
Thank you for staying with us and your feedback is very important.

2/10 Terrible

Steven

Travelled with family, Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked a room for two with a King sized bed, but when we checked in, they said they did not have a room like that available. They offerred free parking, let me park inside their structure, but I could $45.00 to open the gate! I want a refund!
Stayed 1 night in Feb 2024
Response from Joanne- Front Office Manager on 1 Mar 2024
I do apologize for the inconvenience and after checking your reservation they waived your parking fee and upgraded you to Lakeview Queens.

2/10 Terrible

Anthony

Travelled with family and small children
Disliked: Amenities
There was a used condom in my room. Blood of the sheets. I told an associate at the front desk, but I haven’t heard anything back and it’s been about 3-4 weeks
Stayed 1 night in Feb 2024
Response from Joanne- Front Office Manager on 1 Mar 2024
I am sorry about you r past stay experience and the issue from your room. Can you tell me your room number when you stayed with us so I can communicate it to the Housekeeping department?

4/10 Poor

Lenaya

Travelled with family
Disliked: Staff & service, property conditions & facilities
The hotel was overbooked. Staff couldn’t handle the volume. Elevators were too busy. No hot water.
Stayed 2 nights in Feb 2024
Response from Jenn H. - Director of Front Office on 28 Feb 2024
We are sorry to hear that you were not fully satisfied with your overall stay with us and would like to apologize for not exceeding your expectations. Please know that we do try to consistently deliver a superior guest experience. Should you ever find yourself back in Cleveland, please give us a chance to show you that our product and service can live up to your expectations.

10/10 Excellent

London

Liked: Cleanliness, property conditions & facilities
Very clean and quiet!
Stayed 1 night in Feb 2024
Response from Jenn H. - Director of Front Office on 27 Feb 2024
Thank you for the positive feedback. Thank you for staying with us.

8/10 Good

Ronnie

Stayed 1 night in Feb 2024
Response from Jenn H. - Director of Front Office on 20 Mar 2024
Thank you for your positive feedback. Thank you for staying with us!

8/10 Good

Abby

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice Place
Stayed 2 nights in Feb 2024
Response from Jenn H. - Director of Front Office on 27 Feb 2024
Thank you for the positive feedback. Thank you for staying with us.

10/10 Excellent

Stephenie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I appreciate the high standard for cleanliness. My room was cleaned daily. This is rare for most hotels. I was very satisfied with Westin's restaurant. The food and the service was very good.
Stayed 4 nights in Feb 2024
Response from Jenn H. - Director of Front Office on 27 Feb 2024
Thank you for the positive feedback. Thank you for staying with us.

10/10 Excellent

Joan

Liked: Cleanliness, staff & service, property conditions & facilities
Clean and upscale.
Stayed 1 night in Feb 2024
Response from Joanne- Front Office Manager on 26 Feb 2024
Thank you for choosing and staying at the Westin Downtown Cleveland. We appreciate your feedback.

10/10 Excellent

Raul

Liked: Cleanliness, staff & service, property conditions & facilities
Staff was amazing
Stayed 3 nights in Feb 2024
Response from Joanne- Front Office Manager on 26 Feb 2024
Thank you for staying with us and we appreciate your feedback.

4/10 Poor

Airadajha

Stayed 1 night in Feb 2024
Response from Jenn H. - Director of Front Office on 20 Mar 2024
Thank you for your feedback. Going off your ratings it does not look like we exceeded your expectations. Please accept our sincerest apologies for the poor first impression; your experience is not the norm and is certainly not acceptable at our hotel. It is always of utmost importance to us to ensure that our guests and customers leave the hotel satisfied at all times. We hope that you’ll give us a second chance in the future to make up for the trouble you unfortunately experienced during your stay this time around.

6/10 Okay

Katelynn

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Joanne- Front Office Manager on 26 Feb 2024
Thank you for staying with us and your feedback is very important.

10/10 Excellent

Kema

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk customer service representative was extremely friendly and helpful with everything.. I will recommend this hotel to anyone.., I’m definitely coming back.
Stayed 2 nights in Feb 2024
Response from Joanne- Front Office Manager on 26 Feb 2024
Thank you for staying with us. We appreciate your feedback and hope to see you soon.