Crowne Plaza Cleveland Airport by IHG

Reviews

• SP

  Sheridan Perez

  5 days ago
  1.0
  I've stayed at this hotel before. But this time, Brian the front desk receptionist, had no clue on how to handle my reservation. I stated I have a CLC reservation and that is through Crew fax, apparently he needs the CLC card. It's a cardless reservation. He starts with that no one has called about my reservation. I have confirmation that it's booked. Never had this issue before. Second he states that can't accept CLC at the moment because parking. Parking? Half the lot is empty and what does that have to do with booking a room. Third, he states that the CLC didn't go through or that it's declined. He doesn't bother to check why or give me a reason. Nor does he offer another solution or form of payment I can use. He just states he can't book it. Then he continues to just not work with me, now saying that the elevator is out. But somehow they booked everyone else and no had an issue with that. At this point his coworker steps in and solves the issue. Luckily his coworker, figures that there is not real problem and that everything just went through. Honestly I would say incompetence but it was more than that. It seemed intentional. If you don't like a certain group of people than maybe service related jobs aren't your calling. Instead of coming to a solution, he rather deny and decline. Do better on hiring individuals or train better.
• CT

  Courtney Traore

  Mar 2, 2026
  1.0
  When we checked into our first room someone had clearly crowbarred the lock open. The front desk lady was kind and got us a different room on a different floor. This room one bed was missing its topper and there was no hot water. Generally the hotel is not being kept up. Dirty corners, stains on the chair, elevators that don’t work. It’s a yikes for me. If you do come here the restaurant was great. Wonderful service and food.
• MM

  Matt

  Feb 28, 2026
  1.0
  I have stayed at many IHG hotels, including most recently, Berkeley, CA and Paris, France. I have stayed at this Cleveland area property in the past and have frequently used their airport parking service. On past trips using the airport parking service the experience has been great…absolutely first rate service and professionalism. Today, sadly, was the polar opposite. After pre-paying for parking, I called the hotel to confirm that there was a shuttle available at 4:00 am. I was assured by the person who answered the phone that the shuttle was available “24 hours a day.” When I arrived this morning, the front desk clerk was nowhere to be found. The shuttle driver, a heavyset gentleman whose name I didn’t catch, told me that there were issues with the third party parking apps that resulted in reservations not being communicated to the hotel. He was cordial and apologetic. He refereed me to the front desk. Finally, Brian the front desk clerk reappeared at his post. Brian was rude and unprofessional…he has absolutely no business working anywhere near the hospitality industry. He rudely told me that I had “paid for the parking, not the shuttle” and, thus, that getting to the airport was my problem. He also equally rudely added that if I didn’t park on the north side of the building that my car would be towed. All of this was completely different from the last several times I used this parking service. The shuttle was always included in the service. I would have paid extra for the shuttle if Brian had offered that option….it certainly would have beaten waiting for a $20.00 Uber. I can assure this hotel that employing Brian is a huge customer service liability…with his unpleasant attitude and rude approach, I can only imagine how much revenue he has cost this property. I am hopeful the hotel rectifies this situation and again becomes a first rate option for airport parking.
• RF

  Rhonda Feasel

  Feb 24, 2026
  1.0
  We stayed at the Crowne Plaza Cleveland Airport in January using the park, sleep, and fly package. Our ride to the airport went smoothly — the driver was polite and clearly explained where to wait for pickup upon our return. Unfortunately, the return experience was very disappointing. On a cold January night, we waited approximately 45 minutes for the shuttle while repeatedly calling the hotel with no answer. Eventually, I had to book a Lyft back to the hotel to retrieve our vehicle, which cost an additional $30. When we returned, I spoke with the front desk, provided my contact information, and was assured someone would follow up and reimburse the charge. After several weeks of phone calls and emails — now nearly six weeks later — I have received no response or reimbursement. I later noticed other reviews mentioning airport pickup issues but initially gave the hotel the benefit of the doubt. Based on our experience, I would not recommend this hotel if you are relying on timely airport pickup, especially on a cold Cleveland night. It is also puzzling that the hotel collects return time information at check-in but does not appear to use it to ensure shuttle service is available. I’m responding in regard to the hotel reply. Thank you for the response. While I appreciate the apology, I made another attempt to call the hotel as management still hasn’t responded. I left a message for a prompt call back as I was told he was walking the property. I am disappointed that despite the public response, there has still been no direct follow up from management. I still welcome the opportunity to have this matter properly addressed.
• WM

  W M

  Feb 21, 2026
  1.0
  The worst experience I've ever had at a Crowne or IHG Hotel. Day one arrival to the room. TV doesn't work and way outdated. Remote control had no batteries. House phone in the room doesn't work. Go to front desk to report all maintenance staff busy. Finally maint brough new remote wanted to program. When he left the room the inside of the door handle fell off and had to show him how to temporary replace so we could open door. I knew that because upon arrival a group had checked in and they had to switch 4 different rooms because of issues. Carpets appeared to have not been cleaned/shampood in many years. Only 1 working elevator that takes forever when busy. Called for housekeeping 1 time on a 12 day stay. Sheets not exchanged, toilet paper not replaced on rack only left on counter. Towel exchange just left up on top of bathroom counter. Shower never cleaned and was backing up because drain full of hair. Had to fix the toilet because handle fell off. Reported all of these items to front desk on day 2. Told desk clerk I was going to switch hotels and she said "I don't blame you." Breakfast is ONLY a buffet that is stale. Never had dinner at the italian resteraunt because who knows what was next after this. I DO NOT RECOMMEND this hotel. Spend 1/2 as much and probably have a better stay at the motel 6 across the street.

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