Sheraton Suites Akron Cuyahoga Falls

It’s located on beautiful river side. There is a fall just behind it and walkable from the fall Square where there are multiple bars and restaurants. Hotel is Nice and has beautiful suits. Public area, Balcony are beautiful. There is a restaurant which has beautiful view of river. Over all a nice property with spacious suites.

Housekeeping has not cleaned or made bed in 5 days even though we have asked for it twice. The hotel info says to let them know if you do not want service. The first time we asked for housekeeping and mentioned that we do need towels and are out of Kleenex. Two towels and a Kleenex box were left on the counter. Not even brought to the bathroom. Wet towels have not been picked up and washcloths have not been replaced. Waste baskets have not been emptied in 5 days. The second time we asked, nothing was done at all. The linens are old and do not fit the beds. The fitted sheet is too small for the mattress and will not stay in place. The upper sheet and comforter are also ill fitting. The closet doors are crooked and do not slide without jamming. This unit has a kitchen but there are no plates or bowls or glasses or utensils or paper towels or dish soap or pots or pans. Just empty cabinets and drawers. My coffee cup at breakfast had food and lipstick on it so I had to ask for another..next day my water glass had food in it. Tables in multiple dining areas are sticky on the surface where they should have been washed-even in the “premiere” dining room. Concierge lounge had no water or snacks or sugar free drinks or milk or chocolate for the latte machine on at least 2 days. These items are promoted as available 24/7. Door on electrical panel in bedroom hangs open. Bathtub has big chips, furniture is worn and shabby, bathroom door does not close, windows are so dirty you can hardly see out, wall paper is peeling in many places. The pool deck has a few tables but chairs with torn seats or missing the cushions. Paint in the pool is peeling all over. This place is just a mess and service is bad. We have been only pleasant when speaking with desk personnel because my partner doesn’t want to fuss. But don’t spend your money here.

We would not return to this property. The only positive was the size of the room. The Suites are very spacious and comfortable. We found the bed too soft and the pillows were awful. They don't offer down pillows and the ones they have are lumpy and uncomfortable. No coffee in the lobby. Our first evening we called the front desk and asked for additional pillows. We were told that housekeeping would bring them up, and they never did. The next morning, we were out all day and our room was never cleaned. As we left for dinner, we asked that it be cleaned and we returned to find that housekeeping had made our bed and done nothing else. The trash was not emptied, the towels weren't replaced, the coffee and tea were not replaced. When we checked out, the front desk asked how everything was. We politely shared our experience. To make things right, one of the Representatives at the front desk said they would credit us with bonus Bonvoy points. We checked our account and the additional Bonvoy points were not provided. The only thing worse than poor service is to offer to make up for it and not follow through.

The good: Great location, walking distance to shops and restaurants, safe, clean area, nice breakfast (a bit pricey), comfortable bed, room well appointed, nice to be able visit the river-level patio. Pool looked good but we did not use it, convenient parking, nice staff, crazy good shower water pressure. The not so good: 5th floor rooms have loud, startling banging sounds when the HVAC units on the roof kick on. Hotel knows about this but still puts people on that floor who would like to sleep at night. Avoid 5th floor if possible. Hotel is pet friendly and people may leave their pets unattended in their room to bark incessantly. Also, high potential for residual allergens in your room if previous guest had a pet. We were coughing a lot. The A/C vent in our room blew quite strongly and pointed right at my head while trying to sleep, so had to keep it off at night. Minor but annoying.

The suite was large and comfy, we could see the Cuyahoga River, the staff was helpful even though they were slammed for eclipse tourists. Various parts of the property are closed for renovations and other parts could use them.

The property is in a good location, easily accessible, and not far from restaurants and shopping options. There is plenty of complimentary parking. The staff working the front desk at check-in were friendly, helpful, and happy to answer questions about the property/area. The common areas are spacious and clean but just a little dated. The room was quiet, spacious, and clean. The room and furnishings are a bit dated and worn but fully functional. This was my second stay in the same month, and I would consider staying here again if in the area.

Service was amazing from the time we stepped foot in the lobby. The front desk and hotel staff were so accommodating and friendly. My daughter ended up leaving her blanket at the hotel and when we called in we spoke with Steven who made sure that they had it and kept track of it until we could get the postage sent over to send it back. Not only that but my daughter received the sweetest note from what had to be a fellow swifty in the box containing her blanket. Highly recommend this hotel and will stay here again.

The hotel needs updating. My stay was ok, the problem occurred after my stay. I checked out on Sunday my credit card was authorized for $50 again on Wednesday days after I checked out. I called and spoke with Aaron who went above and beyond rude. He did not help the situation. Aaron went back and forth with me after I told him I was recording the call. He responded I don’t care. He then asked what do you want me to do. After getting nowhere with Aaron I contacted guest relations. I need to know why the hotel is authorizing my credit card after I checked out for 3 days ago with a zero balance.

TL;DR - if you're going for the club lounge, book elsewhere. If this had been my first stay at a Sheraton, I would never go back - however, years of staying in Sheratons across Canada and the US I know this one is an anomaly to be avoided, which is too bad because the location in a cute town with bars, restaurants, shops and festivals is great. So what went wrong? My club level experience, as many here have noted, is not up to par. I booked a one bedroom suite with club level access as a treat for my husband and myself in the middle of a long drive back to Canada after some business in the states. The room was fine - dated and very dark but clean and quiet with a nice view of the river (we even saw a deer). The room amenities were weak - just a mouthwash and bottled water seemed "upgraded" from a normal room and when I went to make tea, the bags were stuck to the parchment and clearly had been wet previously, dried out, and put out for use. No matter, I went to the lounge to make a cup - but my keycard didn't work. I went to the front desk and they explained that even though I booked and paid for a club level room I would not have access to it (my booking and app very clearly indicated "1 King Bed, River View, Club Lounge Access, 1-Bedroom Suite). I was told that ONLY platinum, titanium, and ambassador elite BonVoy members had lounge access - not me, someone in a lower tier who paid for that room. When I asked if I could pay less on my bill for a 1-bedroom suite WITHOUT club level since I wasn't getting that I was told no and all the rooms are the same price. I know this isn't front desk's fault so I asked who I could contact after my stay to discuss, not wanting to ruin the rest of my night. At that point my keycards were hastily taken and given club lounge access but I was told "nothing is happening there" - which was true, self serve coffee, soda and granola bars only - but the view from the patio was nice! When I asked about breakfast and cocktail hour (having booked this room type for those amenities) I was told that hors d'ouevres are ONLY Mon-Thurs, and I was staying Friday so I was out of luck. And they reiterated I wouldn't get breakfast as I wasn't one of those top tier members. I asked for a better explanation because the website let me book knowing my membership level, and there was no indication on the site that by booking a club level access room I would not have the amenities listed. I was handed a breakfast voucher for the next morning in the restaurant - which we used b y honestly it was mediocre I wish I'd saved my breath and gone elsewhere. I've stayed in many club level rooms and suites in Sheratons over the past 2 decades and never have I had an experience like this. Additionally, I could not use mobile check in as the front desk needed to verify my identity (that's fine, just off as every other Marriot property I've stayed in recently have not had this issue). And the hottub is "closed permanently" so that was another so