Reception

Reviews of DoubleTree by Hilton Cleveland - Westlake

4 out of 5
DoubleTree by Hilton Cleveland - Westlake
1100 Crocker Road, Westlake, OH

Reviews

7.2

Good

Rating 10 - Excellent. 371 out of 1001 reviews" "
Rating 8 - Good. 191 out of 1001 reviews" "
Rating 6 - Okay. 188 out of 1001 reviews" "
Rating 4 - Poor. 135 out of 1001 reviews" "
Rating 2 - Terrible. 116 out of 1001 reviews" "

7.4/10

Cleanliness

7.8/10

Staff & service

7.2/10

Amenities

7.2/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

6/10 Okay

Ron

Travelled with group
Disliked: Property conditions & facilities
Softball kids banging on my door the whole time
Stayed 2 nights in May 2024

8/10 Good

Clayton

Travelled with family
Liked: Cleanliness, staff & service
Pool was nice. Room was big.
Stayed 1 night in Apr 2024

8/10 Good

Jaber

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It is very relaxing, nice staff. But nobody answers the phone at the front desk when I called at different times
Stayed 1 night in Apr 2024

10/10 Excellent

Tania

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location, the rooms are always clean when I book a stay
Stayed 1 night in Apr 2024

2/10 Terrible

Lawanda

Travelled with family, Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I will start by saying when I checked in the process was a wait and the staff on duty left for a good 15 mins before assisting us. Next we were told the deposit was $100 and when we arrive there it’s $200 cause the manager just changed the prices to $50 a night. Next we got settle I had to work after getting checked in so I didn’t need assistance until the morning. I asked for housekeeping and towels all morning and afternoon and finally got towels right before work again at 2pm very unexpected. The housekeeper kept stating she didn’t speak English as well they need to fix that. We expected breakfast to be served cereal orange juice muffin or something and they did not have that their as stated in the description. We had to pay at the buffet and didn’t get service there. We didn’t complete our stay because it was a horrible experience I can go on and on but I’ll be writing all day but I do not recommend this hotel. Oh by the way the ceiling in the pool area is falling apart I pray for your kids safety;-) mines didn’t swim because he was targeted by adults when I was the parent and not once did they say anything to me demanding him to do things that he wasn’t not responsible for. Thank you
Stayed 4 nights in Apr 2024

10/10 Excellent

David

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything
Stayed 2 nights in Jan 2024

10/10 Excellent

John

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The only complaint we have regarding our recent trip was that we arranged for the hotel through Expedia and were immediately hacked. The bank froze the bank card used immediately, which had a negative bearing on our travel because we didn't have 10 days to wait for the new card to come in. This was a business trip. It looked bad and we will not be utilizing Expedia's services again as they appear not to have the secure website they promise. Doubletree was wonderful. I would stay there again.
Stayed 1 night in Apr 2024

2/10 Terrible

Hussein

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Very dirty Hotel, the rooms are dirty and super old, and the walls have no privacy at all, you can hear the conversations in the other room
Stayed 1 night in Apr 2024

2/10 Terrible

Jayne

Travelled with family
We stayed for three nights and never one time had our room cleaned. Not one cleaning person stepped in our room. No beds made, no bathroom cleaned, no trash emptied—absolutely no one stepped into to take care of our room. This is on top of a rate issue that occurred between Expedia and Doubletree. I was not expecting to have to pay $1077 for three nights however we had already Arrived in Cleveland and needed to stay in our booked hotel. Hindsight being 2020 we would’ve stayed one night and checked out and gone to another hotel. This was definitely not a good experience.
Stayed 3 nights in Apr 2024

10/10 Excellent

Ryan

Liked: Property conditions & facilities
Stayed 1 night in Apr 2024

4/10 Poor

Adam

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Common spaces and hallways are all dirty and shabby. Carpeted pool area is really dirty and gross. When I checked in I had to navigate a hallway that had dirty sheets piled at almost every guest room door. Just not a very good experience.
Stayed 1 night in Apr 2024

2/10 Terrible

Simona

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024

6/10 Okay

Bonnie L.

Travelled with group
Liked: Staff & service, amenities
Nicely situated in a good area. Staff was great and very attentive, however thr property itself is a bit run down. My room was not well cleaned - there was a spot of blood on the wall in the bathroom and a noticeable unpleasant odor in the bedroom. Bathtub drain was clogged and required maintenance to come up and fix, which they did quickly and well. My friend in the room next door had a much better experience and a cleaner room, so maybe i just got unlucky, but it was troubling.
Stayed 2 nights in Apr 2024

6/10 Okay

Lois

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Restaurants staff worked hard and they needed more people in the restaurant, front desk.lStaff needs up-to-date training without being emotional. No garbage pail in the bathroom? What is that about? And a tiny little one over by the dirty stained desk? The furniture was used and abused and looked second and third hand. For the price we paid, granted it w was the eclipse time but that should not make the conditions or the quality lesson. The room was not ready upon check-in time and very limited staff who seemed very confused. Unless of course you approach them at 1 o'clock in the morning and then they were attentive because there was nobody else around.
Stayed 2 nights in Apr 2024

6/10 Okay

Barbara

Travelled with partner
Liked: Cleanliness, staff & service
The staff was friendly. Paid online when booking and yet was still charged separately again at the property. Plumbing issues in the room.
Stayed 1 night in Apr 2024

6/10 Okay

Kathleen

The property has a pool in the middle which produces a chlorine odor throughout the building. I did use the pool which was nice, but I often had to request pool towels and ask that the gate be unlocked at 10 am.
Stayed 3 nights in Apr 2024

10/10 Excellent

Tania

Liked: Cleanliness, staff & service, property conditions & facilities
The room was clean. The staff was very nice. The lobby was clean. It was amazing when you walked in. I’m actually about to book a can with you guys.
Stayed 1 night in Mar 2024

6/10 Okay

Precioso P

Travelled with family
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
Window had a lot of cold air coming in right above the heater so it had to keep pumping hot air. Shower head unmovable and valve only had fast flow or off. Closet door misaligned so difficult to close.
Stayed 2 nights in Apr 2024

10/10 Excellent

Sarah

Liked: Cleanliness, staff & service, property conditions & facilities
Nice and clean
Stayed 1 night in Mar 2024

10/10 Excellent

Nelly

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

2/10 Terrible

Tymeka

Business traveller, Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I booked for two queen beds and it's two full beds it's cigarettes the floor the pool was down the Internet was not working. i’m totally dissatisfied..

8/10 Good

Tanya

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast was great.
Stayed 1 night in Mar 2024

4/10 Poor

Samantha

Stayed 1 night in Mar 2024

6/10 Okay

Daniel

Travelled with family
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
Tired - overdue for a reno. Rooms are dark and furnishings are worn. Like many Doubletrees, hallways smell like pool. Sub-par breakfast buffet.
Stayed 2 nights in Mar 2024

2/10 Terrible

Michael

Travelled with partner
Disliked: Property conditions & facilities
The walls were so thin, we could hear the people in the next room talking, and once the wedding they went to was over they partied until 2a.m., extremely loud. Also, the water prssure wasn't good for showering and the towel holder was falling off the wall, and curtain sheers were shredded. I would sleep in my truck before i stay here again.
Stayed 1 night in Mar 2024

4/10 Poor

Ashley, Strongsville

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The pool was closed for the first 3 days and opened for one day just to close again and pool was left a mess
Stayed 2 nights in Mar 2024

10/10 Excellent

C

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place clean and quiet
Stayed 1 night in Mar 2024

10/10 Excellent

C

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

4/10 Poor

Anyssa

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Room 109 was so dingy. Carpet was pulling up near the entrance. Bathroom vent didn't work and was super dusty. Trim outside of bathtub was very dirty, dingy, and not waterproof. Looks like urine was all over the trim. Also, in the bathroom, there was a gross stain on the upper wall. Toilet drained very slow and stopped working. Tub water pooled while taking shower. I have pics if needed.
Stayed 1 night in Mar 2024

8/10 Good

King

Liked: Cleanliness
It was cool
Stayed 1 night in Mar 2024

10/10 Excellent

Eladio

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The only thing is the elevator that reaches the pool. The 4th floor was not in service. From there my room was a long walk to the pool outside of that everything was perfect.
Stayed 1 night in Feb 2024

2/10 Terrible

Dominique

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
I took a 4.5 hour drive for an event that evening. My check in was at 4pm. Front desk was unable to check me in until almost 6pm, even though the room was already paid for. They said the room was “available” but we could not go in yet due to house keeping. I barely had any time to get ready for the event, and had to rush even though I was at the hotel on time where they had “guaranteed” check in by 4pm. They offered complimentary breakfast for the inconvenience. When we finally got into the room, there were no bags in the trash cans. The next morning, when we came downstairs for breakfast, I noticed a bug in my drink. I was completely over it at that point. I had a terrible experience and I would not recommend this hotel to anyone.
Stayed 1 night in Feb 2024

8/10 Good

Ken

Travelled with family
Liked: Staff & service
Our room was cold.
Stayed 1 night in Feb 2024

2/10 Terrible

Soha

Liked: Property conditions & facilities
Disliked: Staff & service, amenities
Stayed 3 nights in Jan 2024

10/10 Excellent

Jaqon

Liked: Cleanliness, staff & service, property conditions & facilities
Fun
Stayed 3 nights in Feb 2024

4/10 Poor

Stacey

Travelled with family
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
Wasn’t to the standard that I’m used to at double tree. Pool was out of service 2 out of 3 days of our stay. Our search criteria was pool and hot tub. The day it was open,both pool and hot tub was over capacity and dirty. Only 2 elevators and 1 was broken. Only goods: convenient drive to Crocker park and our room was clean.
Stayed 2 nights in Feb 2024
Response from Randy C. Front Office Manager on 19 Feb 2024
Thank you for providing feedback on your recent stay with us. We sincerely apologize for the inconvenience you experienced, and we appreciate your patience. It is disheartening to learn that the pool and hot tub were not available, and we understand the frustration caused by the capacity issues and cleanliness concerns. Additionally, we regret the inconvenience caused by the out-of-service elevator. We are actively addressing these issues to ensure they are rectified and won't recur in the future. On a positive note, we are glad to hear that you found your room clean and appreciated the convenience of our location near Crocker Park. We would be honoured to have the opportunity to welcome you back and provide you with a much-improved experience.

2/10 Terrible

Jayvon, Euclid

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Had to get a room change first room was dirty still(bathroom) extremely loud they gave me a different room instantly upon asking to a quite clean side over all 1/10
Stayed 1 night in Feb 2024
Response from Randy C. Front Office Manager on 17 Feb 2024
Thank you for sharing your feedback about your recent stay with us. We sincerely apologize for the issues you encountered during your initial room assignment, especially with cleanliness and noise. We understand the importance of a quiet and clean environment, and it is disappointing to hear that we fell short of your expectations. If your travels bring you back to the area, we would be grateful for another opportunity to provide you with a better experience.

10/10 Excellent

Amber

Stayed 1 night in Feb 2024

8/10 Good

Kelly, Brooklyn

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel has a nice pool and hot tub. We stayed on a Saturday night so it was very crowded. Overall it was good for a nights stay.
Stayed 1 night in Jan 2024
Response from Randy C. Front Office Manager on 15 Feb 2024
Thank you for choosing to stay at our hotel and for taking the time to share your experience. We're pleased to hear that you enjoyed our pool and hot tub facilities during your Saturday night stay. We understand that weekends can be busier, and we appreciate your understanding. It was a pleasure hosting you, and we hope to welcome you back for another comfortable and enjoyable stay whenever your travels bring you to the area.

10/10 Excellent

Kimberly

Stayed 1 night in Feb 2024

4/10 Poor

Verified traveller

Travelled with group
Disliked: Cleanliness, property conditions & facilities, room comfort
Below average
The toilet had dirty poop toilet paper inside!
Stayed 1 night in Feb 2024
Response from Randy C. Front Office Manager on 15 Feb 2024
Thank you for your feedback regarding your recent stay at our hotel. We deeply regret the experience you had during your visit, and we sincerely apologize for the cleanliness issue you encountered in your room. We want to assure you that such lapses in cleanliness do not meet our standards of excellence. We have immediately addressed this matter with our housekeeping team to ensure thorough inspections and cleaning protocols are followed diligently to prevent such occurrences in the future. We hope you will provide us with another opportunity to restore your confidence in our hotel during your future travels to the area.

10/10 Excellent

Ashley

Stayed 1 night in Feb 2024

10/10 Excellent

George

Stayed 2 nights in Feb 2024
Response from Randy C. Front Office Manager on 10 Feb 2024
Hi George, Thank you for your positive rating! We're thrilled you had a great experience, and we hope to see you again.

6/10 Okay

Ray

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Feb 2024
Response from Randy C. Front Office Manager on 10 Feb 2024
Thank you for taking the time to share your experience with us. While we are pleased to see your overall rating, we also notice there might be areas where we can improve. If there are any specific details you would like to share, please reach out, we are here to ensure your future stays are even more enjoyable. Thank you for choosing our hotel and we look forward the opportunity of welcoming you back for an improved experience.

10/10 Excellent

Deanna

Stayed 1 night in Feb 2024
Response from Randy C. Front Office Manager on 10 Feb 2024
Deanna, thanks for the fantastic rating! We're delighted to have met your expectations. Come back soon for another wonderful experience.

4/10 Poor

Dorothy

Travelled with family, Travelled with pets
Liked: Property conditions & facilities
Disliked: Staff & service
I have given this Double Tree location that's waiting because of all the times that my family or myself has stayed at a DoubleTree I have never experienced then I'm concerned of staff not caring about their guess not being comfortable. When arriving to this location I discovered that there was some type of Convention of some sorts going on involving an extreme amount of young children, which is okay as long as they're parents aren't being children meaning that they are supervising their children and having them behave as if they are in public. Do that then the staff and ownership of the hotel should make sure that they are held accountable for not supervising their children. The children were running around throughout the hotel all of the floors cursing profanities, playing ding dong ring on the room doors, running and yelling within the hallways, bumping into guest not excising themselves, in the bar! All of this is absolutely unacceptable and asinine. In the top it all off I had a double room and one of the best pillows are blood stains. When bringing home williness situation to the attention of the manager on staff, he did nothing and really did not seem to care. He informed me that I had to speak to the general manager the next morning, but upon arriving to the front desk the next morning I supposed to never be there in that day and was not coming into the next day. After going over the situation with that manager the next day that was on staff she informed me that being
Stayed 1 night in Feb 2024
Response from Randy C. Front Office Manager on 10 Feb 2024
We appreciate you taking the time to share your recent experience at our DoubleTree location. Please accept our sincere apologies for the challenges you encountered during your stay. It is disheartening to hear about the disruptions caused by the convention attendees. We understand the impact this had on your overall comfort, and we share your concern about the importance of maintaining a peaceful environment for all guests. Furthermore, we are truly sorry for the condition of the linens in your room. This is not reflective of the high standards we strive to maintain. Regarding your interaction with our management team, we apologize for any confusion or inconvenience caused. Your feedback is valuable to us, and we will use it to improve our communication and responsiveness to guest concerns. We hope you would consider giving us another chance to provide you with the exceptional experience you deserve.

8/10 Good

Randy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and comfortable. The staff was very attentive to all my needs.
Stayed 2 nights in Jan 2024
Response from Randy C. Front Office Manager on 10 Feb 2024
Thank you for choosing to stay with us at DoubleTree, and for taking the time to share your positive feedback. We're delighted to hear that you found our hotel clean, comfortable and our staff attentive to your needs. Our team strives to provide exceptional service, and it's rewarding to know that we met your expectations during your visit. If you have any further comments or suggestions on how we can enhance your experience in the future, please feel free to share. We look forward to welcoming you back for another enjoyable stay.

10/10 Excellent

Laura

Front desk is short staffed. Only one guy doing EVERYTHING. But great hotel for the money.
Stayed 2 nights in Feb 2024
Response from Randy C. Front Office Manager on 10 Feb 2024
Thank you for taking the time to provide feedback on your recent stay at our hotel. We appreciate your understanding regarding the short-staffed situation at the front desk. Our team is working hard to ensure that all guests receive the attention and service they deserve. We're pleased to hear that, despite the challenges, you found our hotel to be a great value for the money. Your positive comments motivate us to continue delivering excellent experiences to our guests. We look forward to welcoming you back for another enjoyable visit.

6/10 Okay

John

Liked: Staff & service
Disliked: Property conditions & facilities
Lots of noise coming from the pool area and people hanging in the halls.
Stayed 1 night in Feb 2024
Response from Randy C. Front Office Manager on 10 Feb 2024
Thank you for taking the time to provide your feedback. We appreciate your honest evaluation of your recent stay. We apologize for any disturbance caused by the noise in the pool area and hallways. We have addressed this matter with our team to ensure we take appropriate measures to maintain a peaceful environment for all guests. We value your patronage and hope to have the opportunity to welcome you back for a more enjoyable stay.

2/10 Terrible

KELLY

Stayed 2 nights in Jan 2024
Response from Randy C. Front Office Manager on 10 Feb 2024
Thank you for sharing your feedback about your recent stay at our hotel. We appreciate your honesty, and we're sorry to hear that your experience did not meet your expectations. We would like to extend our sincere apologies for any inconvenience you may have encountered. Thank you for choosing our hotel, and we hope to welcome you back for an improved stay.