Silver Cloud Hotel

Business reply on Google

Good morning Geoff, thank you for your review here on Google. I'm sorry for the impression our parking charge left you with. Operating a business in Seattle comes with certain challenges that require businesses like ours to make decisions we might otherwise choose not to do. Thank you for sharing your impressions, as they provide important topics for discussion in the business community. Sincerely, Dan O'Leary General Manager

Business reply on Google

Hello Mr. Ryan, Thank you for your review here on Google. I'm very sorry that you did not find value with your stay here with us. I know that prices in Seattle tend to be very high during the bust summer season, and yes, hotel prices in Seattle are much lower in the off season. Thank you again for staying with us and we hope to have you back as a guest on your next visit to the area. Sincerely, Dan O'Leary General Manager

Business reply on Google

Hello Mr. Graham, I'm sorry for any trouble with your reservation or accessibility issues. I'm also sorry if you found our staff's response to be uncaring or inappropriate. If you have more details to share I would appreciate the information so I can better address issues with my team. My direct line is 206 204 1180, and I'd be happy to speak with you. Sincerely, Dan O'Leary General Manager

Business reply on Google

Thank you for taking the time to share your feedback, Bob. We're very sorry to hear that your stay did not meet your expectations. We understand how frustrating it can be when street closures related to stadium events impact access to the hotel. While our valet service remains available for registered guests during these events, we recognize that navigating the closures can be an inconvenience, and we're sorry it left you with a negative impression. We're also disappointed to hear your comments regarding the elevator, the condition of the bathroom glassware, and the noise you experienced. Cleanliness and maintenance are priorities for our team, and we'll be sharing your feedback with the appropriate departments so these concerns can be investigated and addressed. We appreciate your candid feedback. While our location in Seattle's stadium district does bring excitement and activity, especially on event days, we understand that it isn't the right fit for every traveler. We hope you'll consider giving us another opportunity to provide the level of experience we strive to deliver.

Business reply on Google

Thank you for your feedback, Phil. We're sorry to hear that your arrival experience left you with a negative impression. Our hotel authorizes a standard incidental hold at check-in, which is a common practice throughout the hospitality industry and is used to cover any incidental charges during a stay. It is certainly not intended to imply that we expect guests to damage or remove hotel property, and we're disappointed to hear that it was presented in a way that came across otherwise. We will be addressing this with our team to ensure our communication is more thoughtful and professional. We also understand that many travelers appreciate complimentary bottled water, and we value your feedback on that point as well. We appreciate you taking the time to share your experience and will use your comments as an opportunity to improve how we welcome our guests.

Business reply on Google

Hi Troy, thank you for the feedback. We understand the frustration and apologize for the confusion regarding the change. We should always return the exact amount owed, regardless of how small, and we’ll address that with our team. Regarding restroom access, during stadium events we do limit public restroom use to help preserve hotel amenities for our registered guests, as we are located directly next to the ballpark and experience extremely heavy foot traffic before games and concerts. The City recently installed public restrooms nearby on Charles Street, and our team is now directing visitors there as an alternative option. We do appreciate you stopping by and wish you the best moving forward.

Business reply on Google

Lyndon, thank you for taking the time to share this. I’m sorry for how frustrating this experience has been—especially with the delay at pickup and the concern around your vehicle. On the valet side, you’re right—there are times when volume spikes around check-out and events, and that’s not an excuse for a long wait or a rushed handoff. We’ve addressed this directly with our team and adjusted staffing and process to better manage those peak windows. Regarding the damage concern, we did take your claim seriously and completed a full review, including video documentation from your arrival and departure. That information was provided to our insurance carrier, who ultimately made the determination on the claim. I understand how frustrating it is to not agree with that outcome. While their decision is outside of our control, that doesn’t mean we take the situation lightly. As a direct result of your experience, we’ve implemented a vehicle walk-around at departure with guests to ensure there is clear alignment on vehicle condition before leaving the property. It’s a step we should have had in place, and we’ve acted on it. If you’re open to it, I’d welcome the opportunity to connect with

Business reply on Google

Thank you for sharing your feedback, Bradley. I’m glad to hear you chose to stay with us for your birthday and for the concert at WaMu Theater, though I’m sorry to hear about the experience your brother had at the bar. Our team is required to follow Washington State liquor laws and internal verification procedures when checking identification. If an ID cannot be confidently verified, staff are instructed to decline service. While these policies are in place to ensure compliance and protect our liquor license, I understand how frustrating that situation must have been, especially when celebrating a special occasion. We do appreciate you bringing this to our attention and will review the situation with our team to ensure staff are properly equipped to handle out-of-state identification whenever possible. Thank you again for the feedback, and we hope to have the opportunity to provide a better experience on a future visit.

Business reply on Google

Hello Briana, thank you for the review here on Google. I am very sorry for the noise you are encountering during your stay with us. The lobby renovation we are undergoing has us using one elevator, and heavy use does occasionally have it making noise. I'm very sorry for this disturbance. If you have the time please ask for me at the front desk, I'd like to make it right with you. Sincerely, Dan O'Leary General Manager

Business reply on Google

Good evening Karley. Please accept my sincerest apology for your experience. This is far below the level of service we expect from our team. I would appreciate the opportunity to speak with you to learn more about this so I can ensure it is appropriately addressed with the correct staff. You can contact me at [email protected] with the best time and method of contact if you are open to sharing more. All the Best, Timothy Chism Assistant General Manager

Business reply on Google

I'm truly sorry that the post-game cleanup noise and the proximity of the train line made getting a good night's sleep nearly impossible. That's certainly not the restful experience we want you to have, and it sounds incredibly frustrating to deal with, especially at 3 a.m. It means a lot to hear that you found the hotel spotless, our cleaning staff excellent, and the location great for events. We appreciate the honest feedback on the food pricing, too. We're going to look into what can be done regarding the post-game operations to see if we can limit that noise for our guests. If you ever decide to give us another try, please contact me directly. I'd personally ensure we place you in one of our quietest rooms, away from the stadium-facing side, so you can enjoy the otherwise great parts of your stay without the late-night disruptions. All the best,

Business reply on Google

We’re so sorry for the experience you had during your recent visit. We understand how disruptive and frustrating it must have been to lose power and WiFi, especially during the workday. While the outage was caused by an unexpected City of Seattle equipment failure, we know that doesn’t make it any easier when your plans are impacted. Please accept our sincere apologies for the inconvenience. Our team is committed to ensuring a much smoother stay the next time you’re with us, and we would love the chance to welcome you back and provide the experience you deserve. Please reach out to me personally, at the hotel to discuss further, 206.204.9800. Best regards, KJ Roff General Manager

Business reply on Google

Hello Henry Deak, Thank you for your review here on Google. I'm curious where you are seeing us advertising that we have a pool? It is true that we do not, and we do not advertise that we do. If there is a misleading website or statement out on the internet I'd like to address and remove this false information. If you could let me know where you are seeing this it would be very helpful. Thank you. Dan O'Leary General manager

Business reply on Google

Thank you for taking the time to share this, even though it’s clear your experience was frustrating. What you described is not acceptable. Team members should never appear disengaged or uninformed, especially about something as basic as breakfast hours. That is fundamental knowledge. When staff cannot confidently answer simple operational questions, it reflects a breakdown in training and leadership. That is on us. We hold our team to a higher standard than what you experienced. Accountability and preparedness are non-negotiable in hospitality. Standing idle or appearing unsure is not the level of professionalism we expect. If you’re open to it, I would welcome the opportunity to better understand when this occurred so we can address it directly with the team involved. Feedback like this, while tough to read, is necessary to correct gaps quickly. We regret that we missed the mark during your stay.

Business reply on Google

Dear Eric, Thank you for taking the time to share your experience. I’m very sorry to hear about the frustration you encountered while trying to book your stay. That is certainly not the level of service we aim to provide, and I understand how concerning it must have been to see the parking option missing from your confirmation after selecting the Park & Stay package. Our intention is always to make the reservation process clear and straightforward, and it sounds like we fell short in providing the immediate assistance you needed at that moment. Your feedback regarding the difficulty in getting answers and reaching a supervisor is taken seriously, and we will review this with our team so we can respond more effectively when situations like this arise. If you’re open to it, I would appreciate the opportunity to look into your reservation personally and ensure everything was handled correctly. Please feel free to contact the hotel directly and ask for management so we can review the details and make this right. We value your feedback and hope we will have the chance to restore your confidence in the future.

Business reply on Google

Greetings, Kearstin Pudwill Thank you for taking the time to share your feedback with us. We're glad to hear that you enjoyed other aspects of your stay, but we're sorry to learn that the parking fee did not meet your expectations. Our goal is to provide a high level of service and value, and parking fees help us maintain a safe and secure parking environments for all our guests. However, we certainly understand your concerns, and we'll take your feedback into consideration as we review our services. We truly appreciate your stay with us and hope to have the opportunity to welcome you back in the near future. Warm regards, Joey M AGM

Business reply on Google

Hello Jason, thank you for your review. I am very curious about your comment, our parking garage is gated, with hotel key needed for access. Our garage is patrolled day and night by security, and our Housekeeping department pressure washes and mops the public spaces regularly. If we are missing something I'd be curious to hear about it. I can be reached anytime at 206 204 1180, this is my direct line. I'd be happy to speak with you. Thank you! Dan O'Leary General Manager

Business reply on Google

Hello, Geetha Sowjanya Thank you for reaching out to us here on Google. We greatly appreciate your business. I sincerely apologize for the inconvenience during your stay with us. I tried looking up your reservation but was unable to in our system. Would you be able to contact me directly and we can resolve the issue? Again, I apologize for the inconvenience. I hope to hear from you soon! Best, Joey M AGM