Hotel Indigo Cleveland Downtown by IHG: Cleveland Hotel Guide

“We stayed here recently, and while many aspects of the hotel were fine, there were two serious issues that need to be mentioned. Late at night, I had to take my service dog outside and was locked out of the hotel and unable to get inside for an extended period. I was banging and kicking on their front doors for at least 20 minutes or so. I am Deaf and visually impaired, which made the situation especially distressing and unsafe. There was no immediate staff response, and when help finally arrived, the issue was minimized rather than taken seriously. Being locked out in the middle of the night is unacceptable for any guest, but particularly concerning for someone with disabilities. Additionally, we were surprised with a $40 valet parking charge. There was no free self-parking option, and this cost was not clearly communicated in advance. That kind of unexpected fee leaves a bad impression. Aside from these issues, the room itself was fine and the stay might have been acceptable—but safety and transparency matter. I hope the hotel takes steps to ensure guests are never locked out again and that parking fees are made very clear before arrival.”

“Pre paid for 2 rooms- the hotel had 1 person working at 5 PM prior to a Cleveland Cavaliers game vs Denver Nuggets directly across from the Arena. There was a huge line. We got our rooms....and heat did not work in 1. We called and they advised us they did not have a person to fix our HEAT in JANUARY IN CLEVELAND & NO MORE ROOMS .....Solution: WE CAN BRING YOU SOME BLANKETS??? They brought us 1 blanket and 2 sheets??? It's 50 degrees in our room. Additionally the elevator broke at some point and my handicap husband had to climb 2 stories. They offered Zero discount and then want to charge me an additional $54 for Valet for 1 night. I never write reviews but seriously.... What a crappy staff wirh zero care about a solution for your guests. I have read through these reviews most of them siting poor customer service and lack of hotel support along with the Manager "apologizing" and advising they are working on it and suggesting the guest reach out if you want to discuss. They are reaching out by giving you a review you should contact them. It's almost like you dont care at all by making them do further work to get some support......along with a variety of excuses that quite frankly if you work in customer service and care about it at all, are entirely unaccepabtle. I have worked in the travel industry almost 30 years and this is only the 2nd time I have felt compelled to articulate a negative review. Let's hope someone pays attention before a guest gets ill from the lack of clear safety concerns.”

“Our first room was dirty but the staff got us in a better room very quickly. The beds and pillows were comfy. Bathroom was nice. They have no free hotel parking space but offer $50 valet which is better than the Rocket Arena event parking.”