Metropolitan At The 9, Autograph Collection

Nice hotel with good service at all service points except room (see below). Right downtown near restaurants, Progressive Field and Rocket Mortgage Center. Walkable to football stadium as well. Multiple bars, good floor level restaurant. The Vault is a really good bar, the rooftop bar is a bit trashy. Our room had an ok but odd layout L shaped sofa, but no working desk; shower had semi privacy glass but glass extended in to the bedroom area, so no real privacy and no way to keep sleeping if someone was showering or using the bathroom area (toilet was private). Inexplicable lack of outlets on one side of bed. Too much aesthetic design, not practical. Minibar prices were outrageously high. Room cleaning service was spotty no service at all on one of our 3 nights here. They seem to honor all BonVoy club reward rules. Parking a bit pricey at $50/night, but typical for area.Rooms: See main commentary too much impractical design, but otherwise nice.Nearby activities: See walkability.Walkability: Close to baseball, basketball, Rock and Roll HoF. Football is close enough to walk. Many nearby restaurant choices. Downtown is typical in terms of safety, vibe; some homeless/drug issues, but far less than other big cities. I felt safe enough to walk at night.Food drinks: Nice, fairly priced breakfast (no buffet). Vault bar has a cool vibe and good drinks, again fairly priced. Rooftop bar was a bit trashy.

Sigh... I wanted this to be a good review and I gave the hotel nearly 3 weeks to rectify the issues we had, but their customer service is HORRIBLE. Not only was our city view room extremely dusty but when I mistakenly left two very expensive clothing items in my room and returned to get them after check out, I was HORRIFIED to find that after 3 trips back to the hotel and my partner waiting onsite one day for 3 hours, to find that the maid never turned my items in to loss prevention and that she had decided to hold on to them. They had been on her cart for nearly a week. No one mans the loss prevention site and if they do, I'm still waiting to hear back from someone (now at over 20 days). After three 40 mile trips to the hotel, I finally retrieved my items. When I asked to be given a free night for all of the trouble or at least reimburse our gas since their loss prevention/customer service policy failed, I had hoped they would make us whole. The manager refused to come to the desk and I was given two cards of other people to email. I did. I am now beyond 14 days with no response from management. I always pay full price and order room service. They could've made this right. What a shame. My recommendation, go somewhere else. I've frequented this hotel before and normally book all of my guests at this hotel. I certainly will not do that again.

Metropolitan at the 9 is a gem in the heart of downtown Cleveland. After reading reviews I was starting to get nervous before our trip.Our stay was excellent, but the other reviews weren 't our experience. Upon arrival, we met the most hospitable valet and front desk staff. The added touch of free water at check-in was much appreciated.The decor was exquisite throughout the hallways and lobby. Unfortunately, our short stay prevented us from exploring added amenities such as the rooftop bar and Vault. That will be saved for next time.Our room included a king bed, a sectional sofa, and a sexy shower. Other reviews complain about the shower but we really enjoyed the temperature and pattern of the glass. We stayed on the 8th floor which did not have the best views but still gave us the city vibe. Be sure to check the mini bar prices before indulging as they are pricey for small portions.My only qualm is that the valet was slightly overpriced at $45 per night. Thank you all for a great stay in your lovely city!

I rated 2 stars because despite the nice stay at the hotel itself, I had a horrible run in with one of their employees. It rubbed me the completely wrong way and honestly came off a bit prejudice and discriminatory in my opinion. We booked the hotel to celebrate a birthday in a nice setting and also enjoy the rooftop bar, which we did. But when we started to take pictures in the lobby, we were stopped by an employee named Dave (not sure if he was security or valet). He said that pictures weren't allowed in the lobby and that we would have to go through their marketing department to be able to take pictures, which I had no prior knowledge of seeing as though it doesn't state that anywhere on the website. So, we apologized and promptly left and went to a different area (Not in the lobby. Down the hallway, behind the elevators and down the stairs) where their was not a single other person to be disturbed, because we figured that would be acceptable and we really wanted pictures of the nice ambiance that we paid for. Dave again, followed us to that location and let us know again we could not take pictures there either. Which was fine, policy is policy. The problem came in when he began to berate us. After he informed us the second time, we again complied and headed back to our room as to not cause trouble. No argument, no fuss, our intention was never to cause a problem. Which is why I have no clue why he proceeded to follow behind us, and mockingly start to speak in AAVE for some odd reason, repeatedly! Not once did we turn around to engage him at all, not one single word, yet he continued the entire time until we were in the elevator. We didn't even bother saying anything because he made it a point to mention how quick he would be to put us out. He also implied that we didn't actually have a room at the hotel which was extremely insulting. There is a way to go about things and insulting and harassing the customers is not it. We also saw him several other times soon after at the rooftop bar, as well as on our room floor. We didn't do anything wrong, we patronized the hotel and it's restaurant and we shouldn't be followed around like criminals all night. His behavior was truly reprehensible. Also, seeing as though we are young and black, it felt very targeted. I made a point to submit a complaint to the hotel before I left. It's sad when one employee ruins things because everything else was amazing. He sticks out like a sore thumb amongst all of the other amazing staff. Without him, it would have been a close to seamless experience. We were unaware of the policy about 0 pictures in the hotel and I strongly believe something like that should be clearly stated somewhere online or in the actual hotel so something like this doesn't happen.For the record, the hotel is amazing! I had 0 problems with the hotel itself. Check in and out were both smooth, the room was gorgeous, the staff members were so sweet, helpful and amazing!! Also we love the rooftop bar, the food was good and we will be returning. This review is more to notify the hotel of a problem that we undoubtably be a problem in the future. I do want to give a special shoutout and thanks to the three women at the front desk who were the sweetest and most helpful people ever. Nicki, Holly and a third woman whose name I wasn't able to catch! They were great, along with the doorman who helped me carry my army of supplies upstairs. All wonderful people. The only other problem I had was I was charged an extra deposit, but I was quickly returned.

If you value honesty, cleanliness, and safety, don’t stay here. We were given a room under false pretenses and our card was charged without our permission.If I could rate this a zero star experience I would. We stayed the night on Friday August 5th and I’m still waiting to hear from a manager 6 days later as they promised to contact us.