Chris R
Google
We had very high expectations for the Kimpton Cleveland based on its reputation and past stays, but our recent stay was extremely disappointing. The hotel felt run down and neglected. The elevator was dirty as well as the room which was surprising for a brand that usually emphasizes quality and comfort. We were placed in a room where there was a small window in the upper left corner – it felt like we were in a cell.||The room was in desperate need of maintenance—worn-out furniture, peeling paint, and stained carpets made it feel more like a budget motel than a boutique hotel. The cleanliness was subpar, with dirty surfaces and a bathroom that didn't feel properly sanitized. ||||We knew we were in for a long night when there were ear plugs placed on the bed for us. Not long after turning in, we figured out why we were given them. ||||The valet service at Kimpton Cleveland was shockingly bad and easily the worst part of our visit. While we were in the lobby, we noticed a mother with two small children standing in the entryway, visibly upset. She mentioned she had been waiting over an hour for her car to be retrieved. What made this more frustrating was that the valet area wasn’t even busy—it was late at night, and traffic was minimal. Several other guests were also complaining, which raised concerns about the hotel's lack of urgency or empathy, especially for this distressed mother.||||Anticipating delays, the next morning, we gave ourselves extra time for them to retrieve our car. When the valet finally appeared, he casually handed me the keys and pointed to where the car was parked—on the street. No offer to bring the car around, help with luggage, or even a polite farewell. During our wait, we watched the valet team at a competing hotel across the street. They were efficient and professional, loading luggage, opening doors, and even shaking hands with guests. In stark contrast, we received nothing but a gesture toward where our car was parked.||||My wife and I laughed it off—until I opened the driver’s door. The interior was covered in dried mud, clearly from the previous night’s rain. It was impossible for the valet to have missed it. Frustrated, I went straight back into the hotel to report the issue.||||The lack of care, professionalism, and attention to detail was unacceptable, especially as Platinum Elite Members, and it left us with a sour impression of what should have been a higher-end experience.||||||To make matters worse, the staff seemed indifferent about everything. There was little effort to address concerns properly. I asked for a manager to contact me and almost two weeks later, still no response. ||||Overall, the experience fell FAR short of expectations, and we wouldn’t recommend this location unless MAJOR improvements are made.
