Had a very disappointing experience at Residence Inn Cleveland Independence. Upon check-in at around 7:30 PM, was informed at the front desk that my reservation could not be honored and has been relocated. No prior email or call was given prior. Upon checking the alternatie accomodation, it was a much much lower-quality hotel: old, noisy, poorly rated, and without breakfast that was included in my original booking.
When concerns were raised, they offered reward points instead and no proper adjustment in pricing for being re-accommodated in a cheaper hotel. Finally, after insisting, was able to negotiate to check back in next day.
Have never had experienced such an unprofessional handling. If I wanted a budget hotel, I would have booked one myself. Marriott should not operate in a way that charges guests for a premium stay and then shuffles them to lower-rated properties without notice. This was one of the most disappointing hotel experiences Iāve had.
For some nice words, the rooms were excellent, very clean, spacious and very much comfortable.