Extended Stay America Premier Suites- Cleveland - Independence: Cleveland Hotel Guide

“Do not stay here. It felt like a ghetto motel. 1. Not clean 2. No breakfast 3. No pool 4. Possibly unsafe From the moment we arrived, the property appeared poorly maintained. There was trash in the parking lot, the entry mat and door handles were dirty, and the hallway trash can was overflowing. The hallway also smelled strongly of marijuana, which was especially concerning in a setting meant to support rest and recovery. Inside our room, while the bedding and the inside of the refrigerator appeared clean, the outside of the fridge was dirty, and the door hardware looked as though it might have been damaged or tampered with. The toilet seat was cracked, tissue had been stuffed into the bathroom fan, the sink handle came off in our hands, and there was no stopper for the tub. Altogether, it gave the impression that repairs and maintenance had largely been ignored. Service and basic supplies were also an issue. When we requested additional bedding and pillows, we were told that there were no usable pillows because the existing ones were “deformed” and that the property was waiting on a new shipment. We also had to request dishes, cups, and silverware and carry them ourselves to the room in a plastic bin. Several staff members appeared distracted on their phones and did not acknowledge guests entering the building, though a few were polite when directly approached. A property in this state does not align with what we would expect from “3 star” or “2 star” accommodations. Based on this experience, we could not in good conscience choose this particular property again or recommend it to others.”

“Good Wednesday morning ESA!! I just want to EXTEND and show great appreciation to Dontez the morning front desk attendant. Me and my family has been staying here for over 6 months now, and we truly appreciate Dontez’s hard work, and dedication to GREAT customer service and satisfaction, His commitment and professionalism, your welcoming smile, support and love shown to my family and others is what sets you apart. Dontez is always on top of the needs and concerns of all guest. We had to move rooms and Dontez made sure we were placed in a new room, making sure everything was ready and stable 😊 before leaving for the day. I have watched Him be attentive to the many of guests, resolving issues quickly, insuring that we all have what we need to make our stay feels like home. Dontez gives his very best to make sure ALL guests feel comfortable, welcome, safe and their needs are met with concern, kindness, respect and care. You have been willing to extend assistance wherever necessary. We know great service is not always easy, and hard to come by, but your consistent delivery of quality, positive energy and enthusiasm is always there, your uplifting good spirit carries throughout the Extended Stay everyday your here!! We all appreciate your problem-solving skills, which makes a big impact here daily. Please accept me and my family’s deepest THANKS 😊 Thank you for everything, you’ve made this difficult time for us bearable and a bit better Sincerely The Hollis & Atterberry Family”

“The stay itself was wonderful the room was huge and the man working Wednesday night was great. We stayed at this location to be local for my daughter's surgery, we went to leave at 730 this morning and could not get out of the driveway. It was and probably still is completely covered in ice and is very steep, my daughter's surgery had to be rescheduled because I ended up stuck in the parking lot until close to 11 am. When I asked the front desk guy this morning about salt or a salt truck I was told no salt, and he would call but didn't know about a salt truck. Every other hotel was being taken care of right there. I ended up having to wait for a car to move in the hotel next doors parking lot and drive over the curb to their lot and hope for the best. Don't recommend this hotel in icy winter weather that is for sure. I also tried to call corporate and speak to guest relations and was hung up on.”