The Ritz-Carlton, Cleveland

For context: longtime elite Marriott member averaging about 50 nights a year these days on a combo of business and leisure travel. We’ve been here a number of times and always enjoyed our stay, so figured it was time to spend a moment to give the Ritz Cleveland the 5-star review they deserve. I’ll keep it brief but wanted to highlight a few details of our stay. VALET 5/5 Pulled up front and friendly valet immediately took care of us. $60/night. Grabbing the car upon departure was equally friendly and quick. CHECKIN/FRONT DESK 5/5 We arrived around 3:15 pm on a Thursday. No one in line. Again, nothing but a quick, friendly and easy checkin. Think our room was actually not quite ready and quickly put us in an identical room that was ready. We appreciated it. ROOM 5/5 We were lucky enough to snag a 1 bedroom/2 room suite. I would to specifically thank Rachyl Wright for helping arrange the suite. She was exceptionally accommodating and responsive. Thank you! I’ve included a few photos of our suite on the 10th floor. Room is a typical Ritz one with excellent finishes and touches, including lots of plugs, switch operating curtains, a couple different mood light settings, a stocked minibar and nice tub. The bed was perfect. Turndown service was provided and the staff was kind enough to setup the sleeper sofa bed for us in our absence. Bathroom has luxurious toiletries and the like. LOCATION 5/5 Excellent location in close proximity to food and drink (and attached to Cavs & Guardians, and casino). BAR/RESTAURANT 5/5 Breakfast was excellent. Michael was helpful and kind. OVERALL 5/5 The property, service, location and staff were all top notch. TIDBITS for guests: The indoor walkway to Cavs/Guardians/casino is awesome. Literally don’t have to go outside. Bar/front desk is on 6th floor Valet parking is $60/night Breakfast was 7-11 am; bar open till midnight; room service until 1:30 am. We will see you again!

Went to the bar hoping to see some MN Twins ball players! We were greeted by the front desk with a great smile as we made our way to the bar on the 6th floor. Bartender was very friendly & engaging. Not pretentious at all, like I expected. Got autographs from Brooks Lee & Glen Perkins!

Number one worst pillow I’ve ever slept on cheaper than some of the pillows have had in three star hotels. It’s like private equity had a baby and it was to put in the cheapest furniture with no soul or style. Hotel itself is understaffed, valet was a nightmare only good part was awful. Breakfast waffles were good and gym. They had to wait five minutes for someone to come to the hostess stand. Is this the best Cleveland has to offer? If so, I am short on Cleveland

I have stayed at this property several times, and it continues to fall short more often than it delivers. While it carries the Ritz-Carlton name, the overall experience does not consistently meet that standard. During my most recent stay, I again attempted to use mobile check-in. As with prior visits, it did not work, and I ultimately had to check in at the front desk. Staff attributed this to an “app glitch,” which is the same explanation I have received multiple times. At this point, it appears to be a recurring issue rather than an isolated one. Check-in itself was slow, with multiple guests waiting, and the staff was not particularly welcoming or attentive. The layout does not help the situation. The fireplace is positioned near the check-in line, which may have been intended to enhance the atmosphere, but in practice it makes an already crowded and uncomfortable waiting area worse. After checking in, I asked for contact information for the front desk manager. No business cards were available, and staff could not provide direct contact details. One employee later identified themselves as a front desk manager and offered assistance, but given the experience up to that point, it did little to instill confidence. The room was acceptable but unremarkable. It was slightly better than what you might find at a lower-tier brand like a Fairfield Inn, but it did not reflect a luxury standard. The mattress had a noticeable dip in the middle, suggesting it is due for replacement. There are a couple of positives. The location is excellent, right in the center of downtown Cleveland with direct access to the Terminal Tower complex. In addition, the fitness center is genuinely top-notch and one of the stronger features of the property. That said, I have stayed at other Ritz-Carlton properties, and this one does not compare favorably. The pricing and brand set a high expectation, and this property does not consistently deliver an experience that justifies either.

Rosa from the conference room was incredibly sweet and accommodating. She made the entire experience smooth and pleasant truly a pleasure to work with!