Cleveland Residences Chelsea

Cleveland Residences Chelsea had the potential to be a five-star stay. Our studio was beautifully renovated, with high ceilings, a kitchenette, and an excellent location. Unfortunately, several unresolved issues significantly affected our experience, and what was most disappointing was the lack of care shown when we reached out for assistance. When we arrived, our room (Family Studio 1B) had a strong cigarette odor despite the property being advertised as smoke-free. The smell had permeated the linens, curtains, upholstered chairs, and headboard, making it impossible to ignore. Our arrival had already been delayed by 24 hours, and the reservation office had been informed in advance, so there had been ample opportunity to properly air out and clean the room before we checked in. When we contacted the office, we were told no other rooms were available. The only solution offered was air freshener spray, which would have masked rather than resolved the problem. During a follow-up call, a staff member repeatedly dismissed our concerns by insisting it wasn't possible for someone to have smoked in the room because it was designated non-smoking. Whether the smoke came from a previous guest or another source, the odor was clearly present and should have been addressed instead of denied. We requested fresh linens at a minimum, but the overall response left us feeling that our concerns were not taken seriously. While waiting for the linens, we noticed additional housekeeping issues, including stained bedding, dried residue on the toilet, crumbs on the furniture and floor, dust on the bedside tables, and buildup in the toilet brush holder. Towels that were advertised as being refreshed every three days were never replaced during our stay. To make the cigarette smell more tolerable, we kept the windows open, but a neighboring building emitted a loud, high-pitched beeping sound around the clock, making it difficult to rest. Then, on the second-to-last night of our stay, the air conditioning stopped working. We reported it that morning and were told someone would fix it, but when we returned that evening nothing had been done, and we received no further updates. We spent our final night without air conditioning, once again relying on open windows and enduring the constant beeping noise outside. Even before our arrival, I had submitted a question through the property's website and never received a response. Looking back, that lack of communication unfortunately foreshadowed our overall experience. The property itself has so much potential, but until guest concerns are acknowledged promptly and addressed with genuine care, I cannot recommend staying here.