Extended Stay America - Cleveland - Great Northern Mall

This hotel's most notable feature is the inclusion of a full kitchen in its rooms, offering a practical solution for extended stay guests and budget-conscious travelers who prefer to prepare their own meals. While the spaciousness of the rooms is often appreciated, the overall guest experience is significantly impacted by pervasive cleanliness issues and the outdated condition of the property. Despite these challenges, many guests commend the helpful and friendly staff who strive to assist. However, the advertised breakfast consistently falls short of expectations, leading to widespread disappointment. This hotel is particularly suited for travelers with pets seeking an economical option. To ensure a more comfortable stay, it is advisable to inspect your room upon arrival, consider bringing your own kitchen supplies, and adjust your expectations regarding the complimentary breakfast.

Facilities & Amenities
Guests frequently highlight the convenience of the full kitchen available in each room, equipped with a stove, refrigerator, and microwave, which is a significant draw for longer stays. However, many note that these kitchens often lack essential cookware, dishes, and utensils, requiring guests to request them from the front desk or bring their own. The hotel also provides free Wi-Fi, though its reliability can be inconsistent. A laundry room is on-site, but reviews indicate frequent issues with broken machines and a general lack of cleanliness, making it an expensive and often unpleasant experience. While some rooms have a coffee maker, other common amenities like ice machines are sometimes reported as non-existent or non-functional, and there is no mention of a fitness center or swimming pool.

Cleanliness & Room Comfort
A significant number of guests report pervasive cleanliness issues throughout the property, including dirty carpets with visible stains and sticky residue, unclean walls, and filthy kitchens with dirty stoves and counters. Bathrooms are also frequently cited for being unsanitary, with sticky floors and mold. Many reviews mention the presence of bed bugs and roaches, causing considerable distress and leading some guests to leave prematurely. The hotel often has strong, unpleasant bad smells, ranging from musty and smoke to urine and chemicals. Room comfort is further compromised by uncomfortable beds described as hard or plastic-wrapped, and lumpy pillows. Guests also experience noisy rooms due to thin walls, loud air conditioning units, and frequent fire alarms, impacting sleep quality. Some rooms suffer from broken AC units, leaky AC, broken windows, and broken door locks, contributing to an overall sense of disrepair.

Dining & Food Quality
The hotel's complimentary breakfast consistently receives negative feedback from guests, often described as a significant disappointment and a major area for improvement. It is primarily a grab-and-go breakfast offering very limited options such as small mini muffins, individual oatmeal packets, and granola bars. The coffee is frequently reported as cold or of poor quality, and the selection is minimal, often running out quickly without being replenished. Many guests feel that the offerings do not constitute a proper breakfast, with some stating it is "non-existent" or "a joke" compared to what is typically expected. There are no hot food options, and the overall impression is that the breakfast is insufficient and does not meet basic expectations for a hotel stay, leaving many guests seeking alternative dining options elsewhere.

Location & Accessibility
The hotel's location is generally considered a positive aspect by guests, being easy to find and conveniently situated. It offers proximity to the airport, making it suitable for travelers with early or late flights. Many appreciate its closeness to various attractions, shopping centers, and restaurants, allowing for easy access to amenities and entertainment within walking distance. Despite its central positioning, some guests find the hotel to be surprisingly quiet inside. However, the parking lot is frequently noted as being in disrepair and often crowded, making it challenging to find a spot, especially during peak times. Some guests also mention that the surrounding area can feel somewhat unkempt, and there is only one way in and out of the driveway, which can be inconvenient.

Staff & Service
Guest feedback on the staff and service is mixed, though many highlight positive interactions. Numerous reviews commend the friendly staff, describing them as helpful, accommodating, and going "above and beyond" to assist guests. The check-in process is sometimes noted as quick and efficient, and some guests appreciate the attentive service provided. However, a notable number of reviews report issues with unfriendly staff, unprofessional behavior, and a perceived lack of willingness to resolve problems. Guests frequently encounter reservation issues, including unexpected cancellations and overbooking, which cause significant frustration. Communication can also be a challenge, with some staff members reported as difficult to understand or unresponsive to calls and complaints, leading to a sense of neglect and unresolved issues.

Additional Information
Several important details emerge from guest reviews that do not fit into other categories. The hotel has a pet-friendly policy, which is appreciated by many, though some guests found it challenging to locate suitable outdoor areas for their pets or encountered unexpected fees. Housekeeping services are not provided daily; guests must typically bring dirty towels to the front desk to exchange them for clean ones, and full room cleaning may require an additional fee or specific request. Guests frequently report fire alarms going off randomly at inconvenient times, causing disruption. Concerns about security are also noted, with reports of unsecured side entrances and general unruly guest behavior in common areas. The property is widely described as old and outdated, with many areas in need of renovation and better overall maintenance to improve the guest experience.