Holiday Inn Express & Suites Cleveland West - Westlake by IHG

Reviews

• JS

  Janeice Satterwhite

  Aug 16, 2026
  1.0
  We were celebrating my son's 15th birthday for the weekend. My booking was prompted due to the location featuring an awesome swimming area for both kids and adults. When we arrived, there was a guest being serviced at the desk. Once I stepped to the reception desk, the receptionist immediately picked up the phone to make a call and failed to even greet me. During her call placed the phone on speaker and she quietly asked for my ID and continued the check-in with very little interaction with me. Her call ended before my check-in was completed, however the customer service provided was not inviting and unprofessional. The room was conveniently located near the elevator, which I appreciated due to my mobility issues. It was clean, but the beds were uncomfortable for all of us. Otherwise, I have no complaints about the room. The breakfast options were pretty good. The first morning, my son was still sleeping, so we decided to get breakfast and eat in our room. Instead of fixing individual plates, we placed the same food item on each plate for all of us to share. There were 4 hot food options. We chose all 4. We also chose cold cereal, toast, yogurt, and beverages. A staff member monitoring the dining area began to look at us suspiciously, walking back and forth, and went so far as to speak with a young lady at the front desk about us. I felt uncomfortable, and after putting the breakfast for everyone in a personal cart that I utilize, again due to my mobility issues, we began to head up to or room. We were stopped by the women and given a story about our room being reported the night before for noise and partying at 9 pm. First, how did they know what room we were in as that question was never asked and neither staff checked me in the previous day. Second, we didn't arrive back to the hotel that evening until after 10 pm and soon after went to bed. Third, we never received a call to our room or a visit from staff at our door about the so called complaint. My conclusion is that the accusation was a lie. The real issue was the breakfast food that we packed to take to our room. We were watched like hawks the entire time we were in the breakfast area and instead of directly asking about that subject, they decided to lie, just to observe what was in the cart. It was deceptive and truly made me feel uncomfortable and put on the spot. The next morning we went down for breakfast, without the cart. I didn't want a repeat situation. I decided not to partake, however the rest of my family decided to eat breakfast. While in the breakfast area, we were constantly watched by the staff. My sister was actually approached while LOOKING at the options and the staff verbally told her not to take too much. I was watched by this she staff the entire time I made a cup of coffee. That did it for me! Although this property had wonderful eminities, the staffs approach left a very bad taste in my mouth. I will never stay there again, and will ensure that I share my experience with a many people as I can.
• SK

  Sharold Kerley

  Aug 16, 2026
  2.0
  The property was right off the freeway, outside of the facility was clean and well kept, when entering for check in I had to wait between 5 - 10 because receptionist was on the phone. After checking in the room it had nice typical layout, offered shower/tub, bed was very firm and uncomfortable but they offered comfortable pillows. The ice machine was on every floor. There were kids running up and down the hallways all night, slamming doors, playing on elevator, breakfast was typical nothing special, pancake machine was broken, they offered sausage, powder eggs, oatmeal, juice, bread, muffins, cereal, only 2% milk, all food was hot and ready, coffee and water was available all day. the pool was awesome, very spacious, heated, great space for toddlers and adults, in addition the hotel staff was very unpleasant, the receptionist had attitude, breakfast staff was rude, housekeepers seems unbothered, I over heard the only African American staff profiling numerous guests and that’s not right.
• JJ

  jason johnson

  Aug 15, 2026
  4.0
  Breakfast was meh, no pancakes or waffles. Staff were really friendly and helpful, my room was clean and the pool area was also nice and clean when I used it. Good pool and jacuzzi. Close to a bunch of golf courses.
• JA

  Jim Arul

  Aug 12, 2026
  1.0
  The man at the front desk cancelled my booking and then attempted to charge me hundreds of dollars more for a room at 2:00 AM, knowing that my family and I had essentially no other option at that hour. The way the situation was handled felt extremely predatory and is something I think other travelers should be aware of. After we pushed back on the price, he eventually told me and my family to “get out and get lost.” For a hotel that presents itself as upscale, this was an unacceptable and shocking way to treat guests. I would strongly recommend being cautious about booking here.
• KS

  Kathleen Sutter

  Aug 3, 2026
  4.0
  Nice hotel but the pancake machine was broken when we were there. I always take my 10 year old niece to HI Express because she loves the breakfasts and especially the pancakes.