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at the Residence Inn By Marriott Cleveland Mentor
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Sep 8th, 2020
We are longtime “elite” Marriott members and always look forward to our visits at their properties. We spent Labor Day weekend in their Mentor,Ohio property. We expected during this time of Covid to see better than usual cleanliness. On arrival in our room, we noticed a half empty bottle of water, an old ball, and a side table covered with brown dirt or dust. When I mentioned this to the afternoon manager ( Debby?), she didn’t seem to be concerned. The table was cleaned later. Later, we went to the front desk to ask for water. Again, Debby hesitated before reluctantly giving us water. This has to be one of the least customer friendly Marriott experiences we have had in 8 plus years! Now more than ever customer service matters. There are a number of hotels in the immediate area so choices are abundant! We had a nice weekend and still enjoyed our stay in spite of our initial surprise about the room cleanliness. It made us question the overall cleanliness of the hotel and care for their clients. TRIPADVISOR.COM USER
Return visit and very pleases
Sep 7th, 2020
We were very happy to return to the Residence Inn for our family trip to the Headlands Beach. It was very nice once again. I was sad to see the pool was closed but I understand the reason why. I can’t wait to visit again when the pandemic is (hopefully) over. TRIPADVISOR.COM USER
Fast, friendly service
Aug 15th, 2020
We booked our room via Expedia for a Friday. We decided to change the reservation to Saturday so I used the Expedia website to complete the change. Somehow the room was cancelled in the hotel system instead of being rebooked. The hotel staff quickly booked us a room, for about $40 less than the Expedia rate AND helped me confirm a refund from Expedia. After driving for nearly 10 hours with our two young kids and a dog, the staff quickly fixed our issue, put us in a great room and returned my drivers license that I had dropped in the parking lot. We make this drive at least once per year and will be sure to return to this hotel each time. TRIPADVISOR.COM USER
Good but where is the enhanced cleaning?
Aug 1st, 2020
Overall, had a good stay. Pretty quiet hotel and room was in good shape. Stayed here one night in a two bedroom suite. Hotel is just a 2 minute drive from the Ohio 2 freeway exit and a ten minute drive from I 90. 5 minute drive to the state park and Lake Erie. Area is very nice with lots of restaurants and stores within driving distance. This seems to be an older residence inn due to the outdoor pool in a courtyard but it appears the rooms and lobby have been recently updated. Never a big fan of hotels with outdoor pools because they can get noisy if you have a room facing them and they are only useful in a place like Cleveland three months of the year. At any rate, pool is currently closed due to Covid. What keeps me from giving this place a 5 rating was the room’s cleanliness. Because of covid, we now wipe everything down when we check in and found many hairs in our room, dirt, and crumbs. Appear room was just given a quick once over cleaning. In an age of Covid, this is just plain unacceptable. TRIPADVISOR.COM USER
Clean, huge rooms.
Jul 13th, 2020
Room was a suite as most are, had very much room, stove, full fridge, kitchen, couch and king bed with bathroom. Very clean area. Unfortunately was not serving breakfast due to COVID19 but we found a great place in Breakers for breakfast. TRIPADVISOR.COM USER
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