I will never stay in a DoubleTree hotel again. They provide poor customer service, do not hire responsible employees and then do not take responsibility for the actions of their employees, and do not properly clean or maintain their rooms. We were in Cleveland for my dad's heart surgery at Cleveland Clinic. While going through that traumatic experience, both my sister and I had items stolen from our rooms by the hotel's housekeeping staff on two different days. I had some cosmetics stolen--disturbing but not terribly costly--but my sister had a diamond bracelet stolen from her room. She filed a police report. The hotel insurance company denied both claims, despite the fact that no one entered our rooms except the hotel housekeeping staff—and they knew that after having done a room access check. Moreover, my room was dirty--for example, on the first day, there was a hair band with blond hair stuck in it lying on the desk. My mother pulled up the bed skirt around her bed, and it was filthy all around the edge of the bed--disgusting! Housekeeping did a very poor job of cleaning and refreshing the rooms on a daily basis, as most of the time none of us had clean glasses after the first day. I guess they were too busy rummaging through our belongings and deciding what to steal to actually do their jobs. My room was also in very bad repair, including a closet that was falling in at the top, and a shower diverter that did not work and directed most of the water into the tub rather than out the shower head during a shower. My parents’ sink had no stopper, so my mother had to be very careful about taking off her jewelry, lest it fall down the sink drain. The bathrooms, by the way, are extremely small—too small for two people. One night, the hotel left us all standing in front of the hospital in the cold, waiting for the shuttle that they said they would send to take us back to the hotel. When we finally called to find out where they were, they said they were too busy to come get us, so we had to take the bus and walk six or seven blocks, late at night, after spending a long day with my dad in the ICU. We constantly had trouble with our access cards, including not being able to get in and out of the garage and sometimes not being able to get into our rooms. The hotel staff never even so much as apologized for the inconvenience. After my dad was discharged from the hospital, he had to stay in Cleveland for a while. They ended up having to be there in the hotel while a Browns game was going on that weekend. The stadium is just a few blocks from the hotel. My mother had to call hotel security to get people in nearby rooms quieted down at 3:00 in the morning. People were literally screaming down the halls of the hotel. All in all it was a terrible experience. The only positive thing I can say about the hotel is that the beds were comfortable. However, considering the overall uncleanliness of the rooms, I doubt the beds were sanitary enough to be slept in.