Hotel Cleveland, Autograph Collection

I recently had a very frustrating experience with Hotel Cleveland Autograph Collection. I made an honest mistake with my reservation date and only realized it on the same day of check-out. I immediately contacted the hotel to explain the situation and request either a date change or some form of refund. Unfortunately, I was told there was nothing they could do, and no solution or flexibility was offered. What makes this even more disappointing is that I am a loyal Marriott customer, and I expected a higher level of understanding and support, especially in a situation like this. This stay was meant to be part of my honeymoon, which makes the experience even more upsetting and frustrating. I understand policies exist, but the lack of empathy and willingness to assist left me very disappointed

It was a very bad experience. I booked this hotel through Trip.com and paid the full amount in advance. When I arrived, the hotel checked me in and asked for a deposit on my credit card, which I provided. However, when I checked out, the hotel asked me to pay the full cost of the three-night stay again. It was around 5:00 AM, and I had a flight to catch at 7:00 AM. I didn’t have time to argue or contact anyone to resolve the issue, so I had no choice but to pay the hotel again. As a result, I was charged twice for the same reservation—once through Trip.com and once directly by the hotel. This situation was extremely frustrating and inconvenient. After I returned home, I contacted Trip.com and asked them to reach out to the hotel to resolve the issue. However, Trip.com informed me that the payment made at the hotel was considered a new reservation and that I was responsible for paying it myself. This explanation does not make sense to me. If it was truly a new reservation, why was I allowed to check in under the original booking when I arrived? Additionally, since I had already paid Trip.com when making the reservation, why was the payment not properly handled with the hotel for my stay?

Great service great experience

I’m glad we booked here!

Loved this hotel! The staff was extremely friendly and helpful. The rooms are very spacious, clean and comfortable.

Excellent Staff. Hotel rooms were clean and well maintained but the hotel could use a refresh.

One of the most beautiful historic hotels I have stayed in....surprising for Cleveland. And I travel all over the world.......one of the best

The staff was helpful, the hotel is beautiful. The room was fantastic looking. Th