Reviews of The Ritz-Carlton, Cleveland

I only rated this four stars instead of the five stars it deserves. The positives. Great location for attending sporting events. Very professional and friendly staff. Our sleeping room was very comfortable. The bathroom was good with one exception. The cold water was actually hot! I tried trying the hot tap to see if maybe the lines were switched. But no, the hot water was hot too! It was this way the entire time we were there. I reported it, but obviously it is a big problem that requires some major plumbing work. Fortunately we had plenty of bottled water to offset the lack of cold water.

Stay here only if you understand that this is not a true Ritz-Carlton experience. At best, it meets a good Marriott standard, with all the typical pros and cons of that tier. It’s disheartening to witness the deterioration of the Ritz-Carlton brand, and the Cleveland property is a prime example. There is no service culture, no sense of hospitality, no warmth, no anticipation, and certainly no refinement. Does anyone even remember The Ten Golden Rules? I once used them to train my own staff, yet nothing from that philosophy seems to have survived here. In my experience, spending $1,400 for a night here was an absolute waste. Save your money—this property is in desperate need of new management.

We stayed at this Ritz-Carlton pre-Covid, and loved it. Sadly, service has deteriorated notably. It’s still a physically luxurious hotel and in a good location, extremely convenient for events at Progressive Field or Rocket Mortgage FieldHouse, which are connected via internal walkway from Tower City Center. The room itself (Premier Deluxe) was large, comfortable and well-furnished with an actual 6-drawer dresser, so plenty of space to put our clothes. Plus drawers and electrical outlets at each bedside, good lighting, 6 pillows, lots of counter space in the spacious dual-vanity bath, though minimal amenities, no cotton swabs or pads or makeup remover cloths. And some of the staff still try very hard to provide a luxury hotel experience. There were just too many missteps marring the overall impression. These are mostly minor annoyances, and if we were staying at a mid-market hotel, I would more easily overlook them. But they are charging Four Seasons prices, without delivering Four Seasons service. 1. I extended my reservation, and had to book the additional two days separately to keep existing pricing on the other two. I asked the agent if she could link the two, and mentioned it again in my prearrival questionnaire. But when I checked in, she said it was for 2 nights – then she noted the other reservation and spent some time “linking” them, but said our keys would stop working on the third day and we would need to come to the desk to get them reactivated that morning, she couldn’t do it now. I’ve never seen a hotel so unable to cope with extending a reservation. 2. I had also made a room location request in my prearrival questionnaire, which was not mentioned at check-in. When I remembered after getting to our room and called to ask about it, she said no Premier Deluxe rooms were available on the floor I requested (where our friends were). It would have been nice if she’d at least acknowledged the request and apologized for not being able to fulfill it, and given me an opportunity to make a choice between room type and location. 3. No recognition of us as returning guests, just a rote “thank you for your loyalty” after she asked if we’d been there before. 4. The room was full of warning signs…don’t take the big bottles of shampoo, they will charge you $68 a bottle; don’t touch the minibar items or you’ll be charged, don’t put anything of your own in the fridge or you’ll be charged $50! Also a cryptic warning on the in-room safe referring to state liability laws. No restaurant or room service menus, just a QR code. It gave Holiday Inn vibes. 5. The room had only one bathrobe. I called to request a second robe and half a dozen hangers. When I called a bit later to report that the battery on the safe was dead, he asked if I’d received those items. Nope. He said he’d follow up, and a few minutes later someone delivered the robe and four hangers – I guess six was too much? 6. The next day, we reminded them at midday about the safe batter

Can I just say that I am completely and utterly blown away with the level of customer service, dedication and attention the entire staff provided me and my mother during a very special birthday visit. This was our very first visit to the Ritz-Carlton in Cleveland. My mother receives treatment at the Cleveland clinic for cancer and we decided to celebrate her birthday while we were in town. I'm a loyal Marriott Platinum member so of course I had to go for the ritz. After booking my reservation I called the hotel and they upgraded us to an executive suite as a complimentary gesture. I began having some trouble getting my mother's birthday cake delivered to the hotel. I frantically called and Patrick became my knight in shining armor. He took it upon himself to go to the bakery and physically pick up the cake. Little did I know that he and the staff were planning the surprise of all surprises. Upon checking into the room, there was complimentary flowers ,champagne and the cake was all set up with plates and knives. My mother cried. I've never had any hotel in all of the world do something like this. I'm a flight attendant and I indeed do fly all over the world so I was completely blown away at this level of VIP five star attention. The suite was gorgeous with beautiful plush bathrobes and two bathrooms and a very comfortable bed and two TVs. Everyone we encountered was a dream. Pedro, the bellman was attentive and extremely helpful. Israel, I believe was the gentleman's name ,with the very fashionable glasses who checked us in made us feel right at home and greeted us with a warm hug and smile like no other. I believe one of the bellman's names was Duran or dornan but he was so pleasant and agreeable he made us feel right at home. Mary, our server made dinner so special. She brought out balloons and treated us like Queens. The sweet hostess with the big smile was also amazing. But Patrick really was the quarterback here and I cannot thank him enough for going above and beyond and his immaculate generosity and hospitality!!! I would recommend this property to anyone for a business or leisurely stay. Also did I mention the fantastic, large gym and steam room?!!! You'll be blown away by the hospitality!!!!!

Absolutely INCREDIBLE!! I messaged the hotel prior to the stay asking for an upgrade because I was going to be proposing to my boyfriend. I had no idea what extent was being taken until we checked in. Melinda at the front desk surprised us by upgrading us to their PRESIDENTIAL suite with a strawberry/sparkled wine amenity in the room! We were blown away on the size of the room, the amenities of the room, and the comfort of the bed! The room was spacious (a vast understatement), modern, clean, and very comfortable! The bed was amazing and it made for a picture perfect moment on our lives. The gym was modern, with many different exercise styles to choose from, and was quite enjoyable too. THANK YOU to Melinda and the staff for their amazing hospitality and incredible experience. - Mike and Luke

Third time staying at this property. The staff members are always kind, helpful, and very accommodating. Elizabeth and Brandon were wonderful as always! It's located directly in Tower City. Prime location for anything downtown especially if you're going to Rocket Mortgage or Progressive Field! Thank you for another wonderful stay!

Fantastic stay at the RC Cleveland. Everything was so phenomenal, wish the stay was longer. From the moment I stepped in the building to the moment of departure, the staff was incredibly attentive and every level of service was addressed. The rooms are spacious with gorgeous marble bathrooms and diptyque amenities. The beds are so comfortable you sink right in for a great night's sleep. The staff at the bar work very quickly to fulfill orders and are friendly.

We were so excited to stay at the Ritz Carlton again for the third time while we visiting family here for Thanksgiving. Unfortunately, the hotel was a let down due to housekeeping services. The only reason we gave it 2 stars was because of the amazing staff at the bar. The non-existent housekeeping was the let down. Day one there was no cleaning of the bathroom or garbages. Day two there was no cleanup of garbages or coffee center ( no restocking) Day three there was no restocking of coffee bar again, no vacuuming or cleaning of surfaces. Crumbs and dirt everywhere. Maybe they were going to because they left their microfiber cloths strewn about. So sad. We left generous gratuities every day. I went to desk to discuss my concerns and ask for coffee resupply and was basically dismissed and disrespected. Too bad because we always loved this hotel.

This was my second time staying at this property and it did not disappoint. It is in a great location with many attractions and places to eat within a short walk. Check-in was a breeze in part because the front desk staff were all super friendly. The room was spacious, modern, clean, and quiet. My only suggestion is to save a ton of money by taking advantage of the numerous self-parking options, many of which are near by. This property truly exemplifies the Ritz-Carlton brand, and I will certainly stay here again if I have the opportunity to do so.

Good quality, rather high average with some flaws for a 5stars hotel, but most likely the best in Cleveland downtown. AC in the rooms is old and noisy, I had to turn it off in the night. Service is average, many things were forgotten (rugs in the bathroom, cups not washed etc.).

Planning ahead for my wife's birthday, we shared a wonderful celebration thanks to dedicated staff members who went OVER THE TOP! Thank you so much to Mr. Patrick George, and EAM Michelle for working with us on the room, club access, and the extra arrangements that made her birthday so special. This property also has a very nice Fitness Center, and friendly, helpful valets. Service at the bar was also very good. We truly cannot wait to return to our home in Cleveland!

We have been trying different hotels in Cleveland, and this is the first time I have left a review. Everything about our stay was wonderful! Every employee we encountered greeted us. We arrived before check in and asked the front desk if we could leave our bag. Israel took the bag and then came over to where we were seated at the bar to give us our room key and let us know that our bag would be delivered to our room. Joseph made us great drinks at the bar. Our room was gorgeous, clean, with beautiful views of the city. We're going to stay here again soon!

My family and I stayed here to celebrate my mother's milestone birthday, and it was a wonderful gift to her! From the moment you arrive, the staff is very welcoming and attentive. We stayed on the Club Level and purchased Club Lounge Access which offered nice views of Lake Erie. We enjoyed the breakfast, lunch, evening snacks, and dessert offered in the lounge. Good quality coffee, teas, wine and cordials are also served. The fitness center has ample equipment and even a sauna. Our rooms were very clean, thoughtfully furnished, and with a gorgeous marble shower. Full-sized toiletries are provided which eliminate the need to pack such items. Yes, this hotel is more expensive than other options in downtown Cleveland, but the quality is well worth the price.

We had the opportunity to spend a night to celebrate our anniversary and it was wonderful. Valet to check-in, in-room dining, rooms, beds, bathroom, etc. were all very well done. However, the real surprise came when hostess Denita surprised us with a wonderful gift in our room. She is an amazing employee and the Ritz-Carlton should use Denita as an example of how to deliver exemplary service to the guests. Thank you, Denita, Ritz-Carlton and team for a wonderful weekend getaway!