Holiday Inn Express & Suites Cleveland West - Westlake by IHG

Everything. Everything was clean

Exceptional

The breakfast was pretty good.

Would stay there again.

Rooms were clean, breakfast was good, and we really enjoyed the pool. Everything was comfortable and we had a great stay overall!

McKenna was really helpful.

Very firm bed but comfy pillows, very cold ac, poor water pressure in shower and the overall interior was stale and smelled in the halls but not the room. The breakfast is a joke and not appetizing. Overall I will likely find elsewhere to stay next time but would stay here in a pinch.

Close to where I needed to be

Great hotel. Has everything we needed. Big pool. Clean. Great staff and close to restaurants and shopping. I don’t stay at many holiday inns but if they are all like this one I will be looking for them.

Staff was available at the front desk about half the time I stopped by. One time, the staff member was standing outside talking on her cell phone in what I would guess was a personal call.

The breakfast was not great! The pancake machine was again broken! So my kids were disappointed. I went to breakfast at 815am and the oatmeal was hard. I asked for more and they told me it was too late! Breakfast doesn’t end until 930am! The eggs had some hard parts…and were not good. I was super disappointed! My shower head wouldn’t stay in place and I’m not sure why we were put in a Handicap room…so the shower kept falling and spraying bout of the shower. No one brought new towels or came into our room as we had no garbage can! Do better!!

The pool area. We were celebrating my son's 15th birthday for the weekend. My booking was prompted due to the location featuring an awesome swimming area for both kids and adults. When we arrived, there was a guest being serviced at the desk. Once I stepped to the reception desk, the receptionist immediately picked up the phone to make a call and failed to even greet me. During her call placed the phone on speaker and she quietly asked for my ID and continued the check-in with very little interaction with me. Her call ended before my check-in was completed, however the customer service provided was not inviting and unprofessional. The room was conveniently located near the elevator, which I appreciated due to my mobility issues. It was clean, but the beds were uncomfortable for all of us. Otherwise, I have no complaints about the room. The breakfast options were pretty good. The first morning, my son was still sleeping, so we decided to get breakfast and eat in our room. Instead of fixing individual plates, we placed the same food item on each plate for all of us to share. There were 4 hot food options. We chose all 4. We also chose cold cereal, toast, yogurt, and beverages. A staff member monitoring the dining area began to look at us suspiciously, walking back and forth, and went so far as to speak with a young lady at the front desk about us. I felt uncomfortable, and after putting the breakfast for everyone in a personal cart that I utilize, again due to my mobility issues, we began to head up to or room. We were stopped by the women and given a story about our room being reported the night before for noise and partying at 9 pm. First, how did they know what room we were in as that question was never asked and neither staff checked me in the previous day. Second, we didn't arrive back to the hotel that evening until after 10 pm and soon after went to bed. Third, we never received a call to our room or a visit from staff at our door about the so called complaint.

Great overall stay. We loved the hot tub. Property was very clean.

You could tell they were short staffed. We had to wait 10 minutes for someone to come check us in and to get a toothbrush from the front desk. Swimming area was nice for traveling with family. Breakfast was decent. Area was nice as well with easy access to shopping and restaurants.

Friendly staff. Clean room. One of the nicest pools I’ve seen at a hotel—huge with very warm water. Nice stay, will likely return next time we are in the area.

Exceptional

Property was good, well maintained. Room was clean -as it should be. Staff interactions were helpful and courteous. Will stay again upon return to the area.

Hotel is good and front desk staff also supportive and room is clean

Everything Nothing

Almost everything Wish the TV was a smart TV, so we could use apps.