Frequently Asked Questions

Check in is at 4 p.m. and check out is at 11 a.m.

Our hotel and rooms are non-smoking. Smoking is allowed outside on the POOL+PATIO.  

Our Rockstar Concierge and Front Desk Team will be happy to help you with quick business needs. There is also a guest computer and printer in the Essex House Hotel Lobby. 

Yes, we have pools on both properties. Clevelander's main pool is located in the center of the property and Essex House pool is right outside of the Zen Sai Restaurant.

We do not offer rollaway beds, but we have room options that will comfortably accommodate up to four guests. Please call the hotel directly for room options at (305) 532-4006.

Yes, we do have connecting rooms, however, connecting rooms must be requested in advance and cannot be guaranteed. Please call (305) 532-4006 to speak to a Reservation Specialist directly.

Yes, we have accessible rooms. Please call (305) 532-4006 to speak directly with a Reservation Specialist about your accommodations.

Yes. We provide complementary Wi-Fi to all of our guests.

No, but our Rockstar Concierge can provide you with a card for a discounted rate of $25 per day at Equinox South Beach (located at 520 Collins Avenue). There are also outdoor facilities on 8th street and Ocean Drive with pull up bars and dip bars. You also can always take a nice run on the boardwalk across from the Clevelander!

Only service dogs are allowed at either hotel.

No, we do not. We have an extensive menu that our Rockstar Concierge team will happily assist you with.

Monday through Thursday from 7:00 am to 10:00 am and Friday through Sunday from 8:00 am to 11:00 am.

Yes, Essex House has a computer and printer for guest use located in the main lobby. 

Room service starts at 11:00 am and finishes at 11:00 pm.

There is no charge for hotel guests to enter Clevelander's POOL+PATIO area. Non-hotel guests will need to pay a cover charge when applicable.

Please see our Maps + Directions page.

Although complimentary transportation is not available, our Rockstar Concierge can assist with a host of options.

In this situation, you would have to contact the customer service department at the website you used to make your reservation.

Yes. In addition to the room rate and taxes, we place an incidental hold of $100 per night on all rooms (regardless of booking method). The incidental hold allows our guests to bill restaurant, bar and room service charges to their room. Any unused balance will be released back to the credit card at check-out. We do not accept cash for incidental deposits. 

Our cancellation and deposit policy varies by reservation type. Booking directly with us will offer you more cancellation options.

We do require presentation of a valid government-issued identification at the time of check-in. Clevelander only allows guests who are 21 and over. Our guests' safety is very important to us; identification will also be necessary to re-enter the hotel at night, weekends and during special events.

We absolutely take debit cards at check-in. Please call (305) 532-4006 to talk to a Reservation Specialist about the different forms of payment we accept. Our Front Desk Agent will also further explain payment options at check-in.

Yes. An early departure fee of up to one night's room and tax may be applied if you check out before your scheduled departure date.

Yes. If the room is clean and available, we will gladly offer complimentary early check-in.