Crowne Plaza Cleveland Airport by IHG

I booked this hotel months ago. I had faith that I would have no issues based on previous reviews. The experience was soo incredibly awful I may likely never stay at a crowne plaza ever again. Likewise, I’m not sure that I will ever use booking.com again based on how awful this experience was. 1) not able to check in on time -(prior to concert I was attending) - even though it was roughly 5pm (2 hours after checkin time) 2) we were told when leaving for our concert, we could check in after 3) arriving back at 1am - many people were not given a room. I was only given one because someone unexpectedly canceled 4) promises to receive a phone call/email to discuss partial refund due to inconvenience- but no response to support this from Crowne Plaza or booking.com

Room was fine

Room was not ready at check in . Staff was unresponsive and uncooperative. There was a five gallon bucket outside my door to catch water from a plumbing leak.

never again

don’t. even want to spend any more of my fresh air on this pos. don’t stay here

It was clean

Check in is at 3, we got there a little after 8pm and room wasn't ready. We went and got food came back and waited after 9pm room still wasn't ready. After 10pm they said they gave our room to someone else so we had to take a king. I previously had a double queen room because we had multiple people. I slept in the truck because there wasn't anywhere else to sleep and no open rooms at other hotels. Talked to the Manger the next morning she stated she would get us into a double that day, it never happened. We left straight from the concert to go home back to Indiana. I'll never use or recommend this hotel. It was a horrible experience. Also, they didn't reimburse me for not staying Saturday.

The only good thing I have to say about this property is the beds were comfortable

All 3 elevators were broken during our entire stay. My companion is disabled and a fall risk had to use the stairs for three days. This was not only dangerous for him but for others as he is not a small man and could've hurt someone else if he fell. They had no can liners in the garbage cans, apparently because the housekeepers weren't changing them properly so management just took them away. Half the outlets in the room didn't work. The water in the lobby had rotting fruit in it. No rubber mat for the bathtub so my companion couldn't even shower because he didn't want to risk a fall. The coffee maker in the room didn't work. The blackout curtains were coming off the hooks. The ice machine on our floor broke and there was water all over the vending machine area. The property is billed as adults only but there were kids everywhere. The housekeepers were working damn near around the clock and there were dirty linens and dishes in the hallways for hours. The shuttle that was supposed be airport only, they were charging people $40 for round trip rides to a concert so people were waiting in line just to get to the airport because all the shuttles were going to the concert instead. I saw at least a dozen people be turned away because they were not only sold out but way over booked. I have never had such a terrible experience at a hotel in my life. I booked this hotel because Crowne Plaza is usually an excellent hotel with a great atmosphere. This property should not be allowed to hold the name. I have included some photos, including the one of my companions poor foot after 3 days of stairs.

Bed was comfortable

Drapes were filthy and hanging loose

Location was good

It was filthy. Not sure our room was cleaned. Looked like the beds were slept in, sheets and pillow cases were wrinkled. When I pulled the sheets down, there was a dead bug in the bed and blood all over the sheets. There was a razor in the shower from a prior guest. I called the front desk and the guy said he would give us a new room. When we went down to get our keys, there were multiple people waiting to get a new room. The keys to our new room did not work and the tv did not work either. There was hair on the fresh towels. There were large sticky spots all over the carpet. The refrigerators in both rooms did not work. There were piles of sheets on the floor in the halls our entire stay, never touched. It was very hard to relax and sleep, not knowing if we were in clean beds. Only one of three elevators worked and it was so slow, we had to take the stairs every time.

Well...when we got downstairs for a 330 am shuttle we were told there was no functioning shuttle . They did not have a back up plan....had to scramble for an Uber like the other people waiting. They just informed us of no shuttle and proceeded to stand at the front desk and not help anyone problem solve this.

I liked the location and it ends there

Pool closed, internet not working, 2 of 3 elevators out of order, leftover food in the refrigerator, 4 inches of standing water in the shower. $200 a night gets you a roof only I guess

Location

Long line at the counter only one person working on a Friday night took forever to check in keys. Did not work in the door. Had to go back down standing in line again second set of keys did not work in the door. Had to go back down standing in line again, then finally a person went up and and used a special key and change the code and made it all come together, but took three timespool hasn’t worked in a year and a half looked very old and beat up all the doors had worn out at the bottoms carpet was down to the threads just not good

Nothing

Under staffed, unclean, outdated, gross.

Fast checkout

Room was not properly clean. Food left in fridge hair I sink and tub. No trash bags in the trash can. Could not check in until 4 pm as they were behind on cleaning.

Location

The staff was rude. I was there twice for my sons baseball tournament and both time my room was ready at check in and then when I did get a room it was dirty so I had to get a different room. I went through that twice the first visit. On my second visit they did not have me a double room ready at check in so me and my family had to squeeze into a king size room for a night. Are keys never worked we were there for 5 days and not once did our room get cleaned or new towels or toilet paper get restocked. The hotel is very ran down and staffing was very poor.

We were not able to stay

When we arrived, we were told we could not check in because their system had been down since the night before. They could look up and see our reservation. We were confused as the hotel appeared extremely crowded and busy. The man at the counter was rude, never apologized, never gave us any alternate suggestions or alternatives. I was obviously upset as we had driven 5 hours to get there and were left to scramble for another hotel. I asked the desk attendant a few other questions and the manager, who was hanging around but chose not to talk to us, told him to ignore me. We come to the area frequently have stayed at his hotel before. This hotel is near the campus of Baldwin Wallace and is one that the college recommends. We have already recommended that other BW families avoid this hotel and I will be contacting the college to take it off their list.

Location

Loud air conditioning unit on roof . Not good for trying to get some sleep

Bed comfort

Bathroom size Noisy

Location, price

Very run down and not not well maintained. The cat walk for the emergency exit has rusted through completely and is unsafe to walk on and the wallpaper in my room was peeling and exposed what looked like black mold.

Too much to say Owners do not invest in the property Much is out of order or broken

To Whom It May Concern: I am writing to express my profound dissatisfaction with the accommodations and service I received during my recent stay at the Crowne Plaza Cleveland Airport, from June 28, 2025, to June 29, 2025. My room number was 149, and the experience was nothing short of appalling. Upon entering Room 149, I immediately encountered two significant issues: a completely clogged bathroom sink and a non-functional television. At approximately 7:00 PM on June 28th, I contacted the Front Desk and spoke with Jeremiah Ochs, who assured me that maintenance staff would be dispatched to address these problems. After a considerable wait, with no maintenance personnel appearing, I returned to the Front Desk to reiterate my complaint. While I was speaking with Mr. Ochs, Manager Eboney Velasquez arrived. I explained the unacceptable condition of my room and my extreme dissatisfaction, requesting an immediate room change. Ms. Velasquez informed me that due to being short-staffed (with only one maintenance technician and one housekeeper) and the hotel being fully booked, no other rooms were available. Recognizing the egregious nature of the situation, Ms. Velasquez committed to providing a complimentary stay as compensation for my troubles. However, this commitment quickly dissolved when she learned that my booking was made through Booking.com. At that point, she redirected the responsibility, stating that I would need to contact Booking.com directly to authorize a full refund. Following her instruction, I contacted Booking.com by phone on June 30, 2025, explaining the entire ordeal and relaying Ms. Velasquez's promise of a complimentary stay. Despite this, as of the time of this writing, the promised compensation for my stay, which cost $221.09, has not been honored.

To Whom It May Concern: I am writing to express my profound dissatisfaction with the accommodations and service I received during my recent stay at the Crowne Plaza Cleveland Airport, from June 28, 2025, to June 29, 2025. My room number was 149, and the experience was nothing short of appalling. Upon entering Room 149, I immediately encountered two significant issues: a completely clogged bathroom sink and a non-functional television. At approximately 7:00 PM on June 28th, I contacted the Front Desk and spoke with Jeremiah Ochs, who assured me that maintenance staff would be dispatched to address these problems. After a considerable wait, with no maintenance personnel appearing, I returned to the Front Desk to reiterate my complaint. While I was speaking with Mr. Ochs, Manager Eboney Velasquez arrived. I explained the unacceptable condition of my room and my extreme dissatisfaction, requesting an immediate room change. Ms. Velasquez informed me that due to being short-staffed (with only one maintenance technician and one housekeeper) and the hotel being fully booked, no other rooms were available. Recognizing the egregious nature of the situation, Ms. Velasquez committed to providing a complimentary stay as compensation for my troubles. However, this commitment quickly dissolved when she learned that my booking was made through Booking.com. At that point, she redirected the responsibility, stating that I would need to contact Booking.com directly to authorize a full refund. Following her instruction, I contacted Booking.com by phone on June 30, 2025, explaining the entire ordeal and relaying Ms. Velasquez's promise of a complimentary stay. Despite this, as of the time of this writing, the promised compensation for my stay, which cost $221.09, has not been honored.

Location

Very, very outdated needs a Ton of repairs. The curtains had holes in them The bathroom sink was not mounted in countertop.

Breakfast okay but I only had continental Restaurant/bar staff lovely Comfy bed

Room service non existent until I chased around for it regularly,not acceptable ! Air con rarely worked properly No outside seating areas Front of house staff poor

Absolutely nothing. The hotel cancelled our reservation before we arrived. When we got there we were told they overbooked and they cancelled us. We were tired and very frustrated. I will never stay at this hotel again

See above

Honestly nothing

Out of 3 elevators, only 1 worked. The pool was not working. They were understaffed tremendously. People were smoking at the entrance.

We liked the location and the staff was friendly. Breakfast in the restaurant was delicious. Beds were comfortable.

The first room we were brought to absolutely stunk with smoke. They did promptly move us to a different room. The entire floor smelled overpoweringly like cleaning products. There was only one working elevator, and it was pretty shaky. There’s no so put in our bathroom at all and the phone didn’t work.

Good location. Quiet.

Room wasn't entirely clean. Water in shower was lukewarm. Door was hard to lock.

It was comfortable and had everything we needed.

Wish it had more of a cooking space and a better TV. Staff was just really loud and would talk about weird inappropriate things.

The rooms need some work especially around the windows/ceiling but it was clean and comfortable. The staff was awesome!

Safe area

Needs updated

Shuttle from airport

Coffee maker was broken. Tub wouldn’t drain. No laundry bag in closet. Condom wrapper under bed.

Perfect location

Bathroom wasn’t completely clean

Very close to our destination

Nothing

Location, quite hotel

Elevator took a very long time to respond, room was small