Embassy Suites by Hilton Cleveland Rockside - Independence, Ohio

Cherese C.

I don't know where all of the Five- Star reviewers stayed, but it can't be the same building. My rooms were so dated. It was very disappointing after walking in to such an inviting lobby/atrium. I felt like I was staying at a roadside motel. The walls in my rooms were dirty. There was even a handprint on the door of one room. This was frustrating because a fresh coat of paint would have made all the difference, five years ago. One of the queen beds was so slanted that I kept rolling to the other side.It should have been taken out of commission. The pool was out of service, so my kids couldn't even swim. It's the second experience from a Hilton property that has been really disappointing. The staff was cordial and the location excellent, but I will not be staying here again.

Clare S.

I have never done a review. We were staying for a sports tournament and have traveled for several years with several kids. We understand things may not be updated and facilities are what they are. We had a very specific issue. ||When we checked in after a long day of travel we laid down at 10 pm and a smoke alarm began chirping on the bed well next to the bed. We called and were told "someone will be there in ten minutes." after an hour of waiting and no one coming we decided to try and sleep because we had an early wake up. |We stopped at the front desk early the next am and there was a language barrier when I tried to explain, but the man wrote down our room number. When we came back that evening it still was not fixed. We called and again were told it would be fixed in "ten minutes. " No one ever came. |The following morning on check out, we told them about it again so at least the next person would be able to get a good night sleep. |unacceptable.

Wendy W.

Very nice, well located hotel with great staff. Everyone was very nice but I wanted to give out a special shout out to Ms Jackie in the bar area. She went above and beyond to make our night by giving great service, playing good music and being so sweet.
Only reason I gave one less star on room was our shower door kept rolling open in room 710 but easy fix. Id definitely recommend this place!

Jessica M.

Every year my husband books a hotel for my birthday to just escape the stress of being a mom/business owner/caregiver. I turned 40 on Sunday and desperately needed some down time. We couldn’t travel far incase of an emergency with my father. We settled about an hour away and he chose this hotel. ||In the beginning it was fine. We stayed two nights but quickly realized the large lobby and balconies to each floor lead to lots of noise. We were on the 4th floor and could hear everything from the main floor. ||The hotel has a no party policy on their website, however the staff could easily see people bringing in cases of beverages, party supplies, and a TON of kids. If you have a policy, it should be upheld. We tried to be understanding that it’s February, people get their income tax, and people book hotels with pools to give their kids something to do in the winter. This is for parents and not the hotel staff… if you don’t teach your kids how to act in public, don’t take them in public. Don’t leave hotel staff/guests having to deal with your unruly children running and screaming through the hotel without supervision. Parent your kids. ||At one point, the tiled floors by the elevators had puddles everywhere. The staff put up wet floor signs. Teach your kids to dry off before leaving the pool room because other than the signs, no one did anything about all the water. I waited for an elevator when a little girl, who was without an adult, barreled through me from the elevator she was waiting at, got me all wet, and then complained to me that she couldn’t believe she got kicked out of the pool and stated that her being black was the only reason for it. ||We were in room 414 and the room above us and next door to us both had a bunch of kids that continuously ran up and down the length of their room, banged on the walls that we shared, and screamed constantly. It was so bad, our second night was reimbursed. Trash littered the halls and bags of party stuff/trash was piled everywhere by the elevators. Also, I’m assuming it was a kid by all of the chaos we encountered, but someone ripped the molding off the wall in the hall going to our room. ||The room itself wasn’t the cleanest. The air ducts were filthy, crayons were under the desk in the bedroom area, the comforter was stained, the mattresses squeaked, were sunken in and needed replaced probably a year ago, and there were granola bar wrappers on the side of the couch in the living room area.

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Positive: The hotel staff was friendly and warm, easy to interact with and quick. Negative: Beds were basic, acceptable but not very comfortable mattresses. The room had more than average visible stains on surfaces and beverage residues on bedside and bathroom. Wasn't terrible but not what I'd expect for the price point and stars.

genna M.

My family and I stayed at this location from 3/7/25-3/9/25. We had a horrible experience with this location.

The woman who was “checking us in” was very rude. A reservation was made for us at this hotel by a family member that was not present on the trip. It was indicated in the reservation that I would be the one staying in the room. My information was provided. When we attempted to check in (after a 9 hour drive mind you) the front desk refused to check us in stating that we were unable to use the card on file unless we were “gold members”. I asked if she would speak to the card holder directly as I had him on the phone. She stated she would speak to him only if he called the hotel directly. After speaking to the cardholder for about 10mins she indicate that she would “give us an exception this time”. I expressed to her that we have made this same arrangement for years and it’s never been an issue in the past. She replied that shes worked in the hotel industry for 10 years and this has “always” been the rule. She was very cold and rude through the entire exchange.

When we arrived in our room. We arrive to see that there were what appeared to be bloodstains on the carpet. There were not enough towels to accommodate the amount a guests listed in the booking and there was no bedding for the pull out sofa. Also, the floor of the tub felt like it was going to “fall through” at any moment while showering. The towel and bedding was provided for us at least an hour and a half after they were request. It took calling the front desk 3 times to get anyone to answer the call.

The hotel was holding a “right to life” convention on this weekend. This is apparently an annual convention that is held at this specific location. We were not aware of this when booking. The convention took up the whole open lobby for the entire weekend. Some of the guests attending this convention were incredibly rude, including a man that sat in the middle of the dining area during breakfast service and yelled at this lawyer on the phone at full volume. He was not asked to step out at any point by hotel staff.

The only redeeming quality of this location was the made to order omelette station. The people working that area were very kind, accommodating, and made wonderful food. Unfortunately it wasn’t enough to make this a good experience. I would recommend staying at a different location if in this area.

matthew W.

Everything was great from start to finish. Accommodated a pet very friendly and welcoming. $75 for 1-4 nights. Dog park area could use some work. Still did what its for tho. Excellent and relaxing stay . Beautiful suites

Darian E.

Don't come here if you have kids or want to experience good customer service. They have a lot of hotel policies that are not listed on the OFFICIAL embassy or Hilton website. They have a security guard that was probably rejected from the police academy harassing kids. They did not even have tables or chairs in the hotel lobby. The OFFICIAL website while booking says there is a pool, but in reality you have to make a reservation, cannot enter the pool even if it's completely empty, and can only stay for 45 minutes. They claim the policy is on the website but after a call and a deep dive with corporate, it is definitely not. The front desk attendant said "well you didn't have to check in once you read they paper printed policy at checkin" and LOSE our $250 deposit and be room less for the night. I hope corporate retrains the GM here since corporate just had to refund hundreds of dollars per their made up policy!