My wife and I stayed at the Westin Cleveland from 23-26 Oct. 2025 in room 2017. It was our first stay at a Westin, and it was a very irritating one. The first night, our key card stop working. We contacted the manager on duty. He called the maintenance crew, but they did not come right away. In all, it took them about 30-45 minutes for us to get back in the room. The second day, the heat stopped working in the room. We contacted the manager on duty. He called the maintenance technician. After he arrived, the technician said he needed about 30 minutes to repair it and could do so while we were out. We left and came back that night (around 10pm) to find the heat still not working and the whole heating system panel was opened and prompted up against the wall. This was very frustrating. We went down and spoke to Cody again. We went down because no one answered the front desk phone when we called. He was very apologetic and brought up space heaters. He also, mentioned that we could move rooms, but we didn’t want to go through packing up moving and unpacking. He recommended we call Expedia and request a full refund and he would approve it. So, we called Expedia the next day. They reached out to the hotel while we were on the phone. There was no answer. So, they said they would open a case. After checking out of the Westin on our way to the car, we ran into another Westin manager, Manuel Melena. He offered 50k points or the refund. We opted for the refund. We never got anything.