Embassy Suites by Hilton Cleveland Rockside

My recent stay at Embassy Suite exceeded all expectations. From check-in to checkout, the staff were exceptionally friendly and attentive – special thanks to the lady in the front for the warm welcome!

Upon checking in Friday, the process initially went smoothly. However, when we entered our assigned room, we immediately noticed several unacceptable issues: - Burn marks throughout the living room carpet - A bathroom ceiling that was extensively peeling across the entire surface - A washcloth left folded over the bathtub handrail from a previous guest - Two double beds instead of the king bed I reserved I went to the front desk to request correction. I was told the hotel was sold out and that the General Manager, Demetrious, had placed a note on my reservation not to change rooms. A front desk associate then stated she had another room available and moved us. However, the second room also had two double beds, not the king suite I reserved. Additionally, the room was warm and the thermostat was not functioning. After multiple trips to the front desk (four in total), we were informed there were no batteries in the thermostat. Even after this was “fixed,” the air conditioning still did not work. We were then told the entire AC unit had been removed from the room. Ultimately, we were moved back to the original damaged room. The following morning, I asked to speak with General Manager Demetrious. No staff could tell me when he would be in. Despite guests checking out throughout the weekend, we were never moved to a king suite due to the note placed on my reservation. I never received a follow-up conversation or acknowledgment from management. Additionally, the front desk associate who had assisted us saw my husband and me several times over the weekend and never once acknowledged us. My husband travels for work during the week, and we only see one another from Friday through Sunday. We intentionally make our weekends special. This stay was extremely disappointing and stressful, and it detracted from the limited time we have together. This experience did not reflect the standards I associate with Hilton. I am requesting a formal review of this situation and appropriate compensation for the condition of the room, the failure to provide the room type reserved, and the lack of managerial follow-up