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The Tudor Arms Hotel Cleveland - a DoubleTree by Hilton


    The Tudor Arms Hotel Cleveland - a DoubleTree by Hilton
 in Cleveland
    The Tudor Arms Hotel Cleveland - a DoubleTree by Hilton
 in Cleveland

Reviews

TripAdvisor Traveler Rating:
1707 Reviews
Latest TripAdvisor Reviews

  • Grand Old building, poor customer service

    by VisitorToCleveland on 2019-10-15 06:14 pm

    The building has old-world charm. The King room we were in was very roomy, with hardwood floors, high ceilings, and marble-topped dresser. The bathroom door was a barn-style that slid over the existing door frame and wasn't flush to the wall. As another reviewer stated, the coffee maker had to be moved to another surface to use, as the cord didn't reach the outlet! Strong smoke smell in our first room, and were disappointed in the poor customer service from the front desk staff and manager in trying to make our situation right. I love Hilton properties, but not sure if I'll be back to this one.

    Owner Response
    Thank you for writing a review about your recent stay at our hotel. We are very sorry you were unhappy with our guestrooms. We appreciate your feedback, and will keep your comments in mind while we work to improve our guest experience. We hope you'll stay with us again soon and tell us what you think about our improvements.

    Calvin-HiltonHelp, on behalf of management at DoubleTree by Hilton The Tudor Arms Hotel, responded to this review

  • Loved the room!

    by Dawn M on 2019-10-15 11:45 am

    The hardwood floors and white bedding were spotless. The room had a small coffeemaker and there was also complimentary coffee downstairs. The toiletry selection was nice, although there wasn 't a tissue box in the bathroom. The towels were super soft. The beds were SOOOO comfortable, although an extra blanket would have been nice (I could have requested this, so not their fault).

    Owner Response
    We'll remember the blanket for next time. Thanks for the awesome review. Our beds are comfy, aren't they? We'd love to have you back again soon!

    Steven P, Front Office Manager at DoubleTree by Hilton The Tudor Arms Hotel, responded to this review

  • Great Front Desk Staff, Great Restaurant, and Not-Great Pretty Much Everything Else

    by basedonfact on 2019-10-06 03:08 pm

    We stayed at the Tudor Arms about 18 months ago and had a fantastic stay. We loved it so much that we planned for it to be our last stop on our week long road trip we just went on, knowing it would be a fantastic finale.

    Unfortunately, I was very wrong.

    First of all, there are some great things here: All the staff we talked to were fantastic; Super friendly, personable, we had nothing but wonderful interactions. This included the valet, four hosts in the lobby, and our waitress (who I think is also the restaurant manager.) The restaurant is great, and the food was delicious.

    That's where the positives end though.

    First of all, the room:
    It wasn't clean. There was dust and dirt on the edges of the room. White tooth paste splattering on the side of the sink. The full sized mirror in the room was dirty, it looked like someone sneezed on it. There was a huge clump of hair in the toilet, which would imply to me nobody cleaned it. There were crumbs on the desk, and when we picked up a piece of literature on the desk, the bottom was just encrusted with foodstuff. It looked clean from the entryway, but any closer look quickly revealed otherwise.

    It was designed weird and falling apart a bit. The climate control unit blew directly on to the bed, but the direction control for the air flow on the unit was completely broken and could not be adjusted - We ended up having to sleep with the unit off to avoid a constant wind blowing directly on us. One of the closet doors wouldn't open, which made it very hard to actually use the closet. The bathroom door was on a sliding rail, but the door was small enough that you could always kind of see inside and provided no sound isolation. The toilet seat was too small for the toilet and crooked. One of the times I shut the bathroom door, the door pull on the inside fell out of the door. Just overall not great.

    There was an issue with the wifi portal page and we couldn't use the wifi. It was resolved fairly quickly after I talked to the front desk staff about it at least.

    There wasn't an extra blanket or pillow in the room. Now, that isn't a huge deal in itself. I went back down to the lobby and asked for one, and the wonderful gentleman at the counter called to have one sent up in to my room, and also gave me a few extra bottles of water when I asked. But the blanket never came. After an hour, I was ready for bed and didn't want to be cold - So I went back down, and he apologized and tried to call to the room staff again, but nobody would pick up. The other gentleman at the desk ended up getting me a blanket himself and brought it up for me. He was also fantastic, but he never should have had to do that.

    In the morning, we learned the coffee machine wasn't plugged in - Which isn't a big deal, except that the plugs aren't accessible to plug it back in. I ended up moving the machine to the nightstand to make my coffee. Room service breakfast was great, another win from the kitchen. But we then couldn't get through to the valet when we were ready to check out - We called repeatedly for ten minutes and it was always busy. We ended up calling the front desk again, who took down the valet check number and delivered it herself.

    So, yeah. I genuinely adored the front desk staff and restaurant so I feel bad leaving such a negative review, but the room was just so bad - The housekeeping was seemingly absent and the room seemed to be falling apart. There was nothing comforting or relaxing about it. We stayed in a cheaper room than last time, so I'm left wondering - Have the overall standards fallen that far since my last stay, or do they neglect the lower rooms in favor of the guests who pay more? Either way, it doesn't sit well. I'm not sure we'll be back.

    Owner Response
    Thanks for bringing your experience to our attention. We are thrilled that the front desk was so attentive towards your needs, however, the other unfortunate circumstances listed here are not up to par with the Hilton name. It is in that spirit that we urge you to contact the Front Office Manager at 216-455-1260 so that he might have the opportunity to discuss your stay and make it right. We love our return guests more than anything and an experience like this must be reconciled to your satisfaction.

    Steven P, Front Office Manager at DoubleTree by Hilton The Tudor Arms Hotel, responded to this review

  • Tudor Arms, thumbs up

    by mstephens838 on 2019-10-01 10:58 am

    Would definitely stay here again. Clean and friendly - nice gym too and the bar is very convenient. Has a shuttle bus with a small radius but worthwhile! Had everything I required. Elevator was a little slow and the restaurant had good variety of food. Fast service

    Owner Response
    We're so glad you en joyed your stay with us. We'd love to have you back again soon!

    Steven P, Front Office Manager at DoubleTree by Hilton The Tudor Arms Hotel, responded to this review

  • Below Expectations

    by Keivan E on 2019-10-01 10:47 am

    Our check-in was awful. Our room wasn't ready until 5pm which made us late to a rehearsal for a wedding at the hotel. Plus, our room never got cleaned by housekeeping. We were in a hilton honors room and the shower shelf didn't not function.

    Owner Response
    Thanks for bringing your experience to our attention. We urge you to contact the Front Office Manager at 216-455-1260 so that he can discuss your stay in detail and make it right.

    Steven P, Front Office Manager at DoubleTree by Hilton The Tudor Arms Hotel, responded to this review


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