I have always enjoyed this establishment until this past week. My stay was for 10/7 through 10/8. I had such a nice birthday stay, until I received my bill. I had an extra charge from the bar for an order that was never placed. I received two complimentary cards for happy hour because it was my Birthday. I did receive the two drinks, but I was charged $40 dollars an order. I called to inquire about the additional charge and the receptionist stated she could not see what was billed for, but instructed me to call for management after 5pm. I called as advised several times and no one from the bar management or the GM has acknowledged my concern. I don't feel it is fair I should have to pay to for something that was never that was never done. I never ordered anything, I didn't even stay in the bar long enough to even consider looking at menu.. This has Definitely changed my view on this place!

We stay at Embassy suites often. This was one of the worst experiences that we had. While the lobby and common areas of the hotel were beautiful. Our room was dirty and outdated. I don't mind outdated if it's clean, but our room was not clean. I found things on the carpet, I found Hair in the bathrooms and on the floor and in the shower. The sleeper sofa was dirty.But what topped it all off was when we went down to the pool which according to the website is open until 10 PM and even lists that it's open until 11 from Friday through Sunday (we were there on a Saturday), at 9:25 a gentleman comes in the door starts moving chairs around and yells that the pool is closed. He would not give any explanation but told everyone that the pool was closed so we had to leave. There were some rowdy children in there who were there without parents, but for those of us who were following the rules… we had to leave as well, if that's the reason that they closed the pool, yet they would not give us a reason.There were two ladies at breakfast time who were very nice, polite and accommodating, as well as the lady who made the omelettes. The other staff, including the front desk, staff and the guy who came into the pool, left much to be desired in hospitality.Oh and the pool was COLD.

Hello Hilton Corporate… this place needs to be top of your list for a property improvement plan. Way overdue. Way below your standards. Get it scheduled or pull the Embassy Suites franchise flag.

My family and I were recently guests at one of the Hilton brand hotels, Embassy Suites hotel, Beachwood Cleveland Ohio. We had 6 rooms reserved. Listed below are the issues we experienced.• Air conditioners leaked water from ceiling onto 1st level lobby and buffet area.• Air conditioners did not work properly in 2 of our guest rooms.• Ice machines on every floor did not work, no ice all weekend.• During most of the weekend stay 2 out of the 3 elevators did not work, causing waiting lines to get on the elevator to get to our rooms.• Emergency phones in rooms did not work – only option to communicate with front desk was a QR code.• Paint peeling in bathtub, dirty carpet.• Furniture dated, worn, scuff, and stained.• TV internet access would go in and out - not consistent.• Only one waffle machine on breakfast buffet, causing consistent long lines and cold food• Comp tickets given for bar reception were an example of bait and switch. Most of the drink options that were covered as complimentary were not in stock. Which ended up making the tickets not appliable for much. Overall appearance, this hotel is in dire need of an upgrade in more ways than one. Additionally, based on my brief interaction with the general manager, Roman M. I have to say his communication skills could use some upgrading also. He gave me the impression that he is not very hospitable or accommodating. However, I must give the other service staff a 5-star rating. Just for the fact that they can keep a pretty good disposition toward the guests despite having to hear all the complaints and apologize all day long for things they had no control over. To me this demonstrated impressive hospitality. Shout out to (front desk -Tiffany and Rochelle, buffet omelet lady -Ms. Jackie, and bartender -Roger) The staff were what made this hotel bearable.My family and I have had past experiences staying at other Embassy Suites hotels. Those experiences were good. Which is why we choose to stay at another Embassy Suites, however, in this case we were all left extremely disappointed. This establishment did not meet what we came to expect.

My experience at this hotel goes beyond fantastic. From the moment I checked in, I was greater by their exceptional front desk. The check in process was easy simple and welcoming. I got my room keys and a first for any hotel, a goodie bag, filled with snacks and 2 free alcoholic beverages that other hotels over charge you. Top shelf stuff!!!Once I got my room it was super clean and ready for me to unwind after my travels. I was lucky enough meet their general manager, Roman M. Such a charismatic and genuine leader with a wonderful team. I highly recommend the restaurant (Go for the Pizza). Yum yum! Overall this was 10 star experience all the way!!!