Pam Torok

Review of Renaissance Cleveland Hotel

We stayed at this hotel for a family wedding. My ...

We stayed at this hotel for a family wedding. My daughter is in a wheelchair and we needed a wheelchair accessible room. We were given a room on the 10th floor. When we went into the room, there was a terrible smell like something had died in the room. My husband went to one of the Maids on the floor and got spray to get rid of the smell. As we were going downstairs to the reception, the elevators were not working. We called the front desk and were told there was an issue and they would be working in a few minutes. After waiting another 10 minutes we called again and were told they were working and would be there momentarily. After another 20 minutes and 2 more phone calls, the elevator arrived. My husband and daughter are very claustrophobic and were very reluctant to get into the elevator due to the "issues", but we had no choice because we could not get a wheelchair down 10 flights of stairs. When we arrived in the lobby, we found out that there was not an issue with the elevators, they were in fact, shut down due to the Baltimore Ravens arriving at the hotel for a football game the next day. This made us late to the reception as well as my husband and daughter having anxiety attacks.
I was told by the bride and groom to notify the Hotel Manager about the situation and they were to give any guest that was affected by this "elevator issue" either refunds or reduced room rates. When I notified the manager, she was very rude and offered me an upgraded room on my next visit. When I informed her I have no intention of coming back to Cleveland, she just said, there was nothing more she could do. She was very rude and not helpful at all.

My suggestion if you are staying at this Hotel would be to check the sports schedule for the area because if a visiting sports team in staying at the Hotel, they take priority over the guests that are paying for their rooms with hard earned money. For the cost of the rooms, we should have been treated better.

The other issue is that if you request a wheelchair accessible room, it should be on the main floor. What would we have done in an emergency situation?

I would not recommend this hotel to anyone!