Always have great friendly service. Pascal and Vinnie are always ready to give us the extra help we need getting our stuff in and out of our cars.

Really enjoyed Vinny's friendliness and knowledge not only of the hotel, but Cleveland in general!

Pascal and Vincent with the valet service are awesome!!

Loved the breakfast at Betts! Valet was easy and super fast! Pascal and Vinny were particularly helpful and nice. They had great recommendations for things to do and restaurants around town. The hotel was clean and provided coffee in the morning and wine in the evening. Definitely a unique feature. Would highly suggest!

On October 6th, I traveled from Indiana to Cleveland with my 13-year-old daughter for a concert at Rocket Arena. This was a special mother-daughter trip, just the two of us, and I had booked and prepaid for our room at the Kimpton Schofield Hotel through Hotwire.What should have been a wonderful experience turned into one of the most upsetting encounters I’ve ever had in the hospitality industry.Upon arrival, the woman who identified herself as the manager requested a physical debit or credit card for incidentals. I explained that I use Apple Pay and did not have my physical debit card with me. My card is securely stored in my Apple Wallet, linked to my bank account, and is how I routinely make purchases.She informed me that the hotel would not accept Apple Pay or any electronic payment. A physical card was mandatory.I understand that businesses have policies, especially regarding fraud prevention. What I do NOT understand is the complete lack of professionalism, compassion, and basic human decency this manager demonstrated.I had my government-issued ID and offered multiple alternatives. My husband could provide card information over the phone, or even FaceTime with his identification and a card linked to our joint account. I was willing to explore any reasonable solution.She refused every suggestion.At this point, I was visibly upset and in tears. I explained that we had traveled from Indiana, that I was alone with my daughter, and that we had nowhere else to stay. Rather than demonstrate an ounce of empathy, she told me we would not be checking in and that I needed to contact Hotwire for a refund.As I stood there calling my husband in tears, trying to figure out what to do, her attitude became even worse.She actually said, “Well, I don’t have to approve the refund.”I was stunned. Not only was she refusing to let us into a room I had already paid for, but she was now suggesting we might not even receive our money back.When I questioned the policy, she cited fraud prevention and insisted that EVERY hotel in downtown Cleveland had the same requirements. According to her, we wouldn’t be able to check in anywhere without a physical card.There was no attempt to help us find a solution, no recommendation for alternative accommodations, and absolutely no compassion for a mother and child standing in front of her, visibly distressed.Had it not been for a friend who lives 45 minutes outside Cleveland, my daughter and I would have had nowhere to stay that night.I’ve traveled extensively and stayed in many hotels. I have NEVER experienced treatment like this.Let me be perfectly clear: My complaint is not simply about the physical-card policy. It is about how this manager chose to treat us.I did not expect anyone to compromise security procedures. I expected professionalism, respect, and a genuine willingness to help.Instead, I felt dismissed, humiliated, and unnecessarily intimidated during what was supposed to be a special evening with my daughter.For a hotel that markets itself as an upscale hospitality experience, this was absolutely appalling.I sincerely hope Kimpton and IHG leadership take this seriously. A beautiful property means very little when the people managing it demonstrate such a complete lack of hospitality.Our mother-daughter trip should have been remembered for the concert. Unfortunately, it will also be remembered for the way we were treated at the Kimpton Schofield Hotel.