SpringHill Suites Cleveland Independence - Independence, Ohio

Kevin A.

Bad service, actually none at all. Stayed 1/13 - 1/21. and no one ever serviced my room in 8 days!! Had to go to front desk twice to request fresh towels. Never changed bed, never collected trash, never vacuumed or anything. Paid over $1788 for the stay. NOT WORTH IT. Room was clean upon arrival but that was it. Refrigerator froze my drinks and had to pull it out and adjusted the temperature on it. Toilet was loose and wobbled when you sat on it. For a place that is suppose to be a premium stay, far from it. Breakfast was decent. These people really need to step up their game or charge a lot less.

BTP ?.

Stayed in a king suite. The room was very nice, very clean, good amenities and quiet and comfortable. Breakfast area was very clean and a good selection of food. Hotel has easy access off the main road and lots of restaurants, etc nearby. Would have been 5 stars but check in clerk was helping a male clerk who was on his computer but had no customer in front of him. So I had to repeat my info a couple of times and finally asked where do I park, where is the elevator, etc. She should have told him to wait until she checked me in or better yet he should have not interrupted when he saw she had a customer. Found out about the breakfast from the t.v. in the room as clerk never mentioned it either. Also the parking lot and sidewalks were not cleared of snow/ice very well.

Gabe B.

Good hotel. Staff is very professional. In the room, a cold draft comes in from under heating/cooling unit. I'm not a fan of television placement. But was comfortable, about a 7 out of 10. Not very busy, which made it relatively quiet.

Andy B.

This stay exceeded my expectations. My room was pretty big, and bathroom was larger than one might expect. There is a free breakfast in the lobby. Only downside I had is the road noise from the highway behind it. If you can request a room on the other side of the hotel.

Curt

Had a great stay here. Convenient location. Great staff, rooms were huge and very clean. Breakfast is very good and the lounge is great to relax after a long day. Very nice hotel. Also has a pool and fitness centre.

Allison M.

We enjoyed this hotel. There weren’t any rooms available with two double beds, so we opted for a room with a pull out couch. This worked fine and all the bedding we needed was available (in the closet). ||When we arrived, there was a minor problem with the bathroom door and we asked for a repair and the manager personally came up to fix it before we returned for the night, which we really appreciated. We found the service to be exceptional. ||The room was very clean, breakfast was awesome, and parking was free! We were very happy with this hotel and would certainly stay again.

valerie S.

I was completely ill at ease in my filthy, unsecured room, and was furthermore made to feel extremely uncomfortable when seeking resolution from staff. My room had a broken deadbolt, mildew in the shower, and visibly stained bedlinens, but the worst part of my stay was the staff - particularly the general manager!

Sandra behaved in an absolutely appalling manner - her behavior was combative and completely unprofessional. I called the front desk seeking help, and she further escalated an already frustrating situation by arguing with me(!), instead of working to ascertain details of the issue, acknowledging my concerns, or actually apologizing for the state of my room. Having worked in hospitality myself, I can say with absolute certainty that my employment would have been immediately terminated had I ever spoken to a guest the way she spoke to me.

I was eventually able to switch rooms, but only after having been made to feel like I slipped into some bizarre alternate universe where a paying guest is the one obligated to use conflict resolution techniques in order to placate a frustrated manager who seemingly lacks the knowledge, skills, and abilities to carry out the essential functions of her job.

There are plenty of other hotels to choose from on Rockside in Independence - do yourself a favor and pick any one of them. If all the other hotels are booked, you'd probably be better off sleeping in your vehicle versus staying at the Springhill Suites.

Crystal G.

Update: this stay was definitely better than the last. Everyone was nice that we spoke too. Our room was comfortable and clean. And the lobby was clean! We loved the decor they had set up as well.

The hotel is well kept and nice except the lobby bathroom could use major attention. It was so bad that we could smell it in the hallway and we all wanted to throw up.

Unfortunately, it looked as if the bathroom in our room wasn't fully stocked upon arrival. There were only two bath towels in our room for four people that checked in. When we asked the front desk for more they said they only had 2 available. There were also no extra pillows or blankets in the closet in our room as previous SpringHill Suites have had for the couch bed in our room. When we went down to ask they said they only had a few sheets left, one blanket and two tiny pillows available.

When we went down for breakfast in the morning the food was minimal as it wasn't being stocked up as things began to get low or empty. It shouldn't matter what time it is. Breakfast runs until 9:30 and the variety should still be available until then.

After breakfast, our daughter and her friends decided to go down to swim but weren't sure where the pool was. My daughter politely asked an associate passing by, whom looked straight at her, where the pool was but did not answer her and kept right on walking past. That's not a very good way to treat your guests whether they are teenagers or adults, should not matter.

Overall, the stay was good but these issues with stocking up where needed needs to be addressed as well as the associates working on their attitudes when it comes to hospitality. I understand not having a good day but please don't let it overflow onto your guests. Also, that lobby bathroom, y'all!! That is your main bathroom for guests. 🤢