Rated 3.9 out of 5 by 299
Rated 3.0 out of 5.0 by igalam A bad experience finishing well
Following a long road trip day, with a friend we arrived at the hotel and we got the room 808. Entering the room, we got assaulted by a bad smell of mould that I instantly grabbed the phone and asked the reception to get another room. The receptionist sent immediately somebody with the keys of another room, the room 835.
In my reservation online I mentioned in the Special request, "Quiet room". The room 835, looks nice, clean and quiet at first sight, until you get into the bed and try to sleep. The room is just on the hotel front, very close to an industrial zone, with a heavy traffic of trucks all night and a railroad where a freight train passes every half hour.
Just the best ingredients to spend a great sleepless night for light sleepers as me and my friend are ! But once you are in your bed, dead tired after the road trip, you don't have any force to call again the reception and to change of room... again.
Feeling resignated, I tried hard to find the sleep, without success. In the morning after having counted hundreds of trucks and a couple of dozens of trains, I complained to the receptionist on duty. Her name Nadia.
Suddenly the bad sleepless night experience and frustration were almost forgotten when Nadia immediately understood my situation and made the right decision "to make it right", waiving the invoice. This was an unbelievably great customer service that we didn't expect.
I only wish that Nadia's collegue who gave us the room 835 would have remembered that we needed a quiet room. She was nice to change us the room quickly, unfortunately it didn't work.
Despite the sleepless night, but for the customer service, I recommend this hotel and me and my friend are very thankful to Nadia for her amazing customer service and understanding.
We will be back, but not in the rooms 808 and 835!
October 17, 2014
Rated 2.0 out of 5.0 by GMJ60 No Comment
The Hotel seems nice from the outside and very nice on the inside but unfortuneately thats where it ends. Staff complacent and food is mediocre, but the place is clean and very nice. Airport service was slow but at least it was there.
October 16, 2014
Rated 4.0 out of 5.0 by Zorro 2 regular
Comfortable bed and fair service. Swimming pool a bit small, and no hot tub. Otherwise there was not much to complain about. Pretty good place to stay if you're just dropping in for a couple days.
October 16, 2014
Rated 3.0 out of 5.0 by Mike0000000000 Average hotel
Hotel staff was great. Hotel needs to be refurbished.
October 15, 2014
Rated 5.0 out of 5.0 by tampatom Comfortable stay
Quick one night stay, was comfortable, room service was reasonably priced, minimal surcharges, fast, good value for the money. Room was clean and comfortable. Staff was great.
October 15, 2014
Rated 3.0 out of 5.0 by Skeeter46 No wifi and strong perfume smell in room.
I got into Portland late and checked in to park and fly. The parking went fine. The front desk staff was professional and helpful. When I got to my room, a wall of perfume smell hit me. I don't know if they were trying to cover up a bad smell or what. The smell was so strong it gave me a headache during the night. They gave me a password for the wifi at check in. When I tried to get online it didn't work. I didn't work the next morning either.
October 14, 2014
Rated 4.0 out of 5.0 by ighguest Excellent service recovery
I have stayed here several times in the past year with good overall results. One stay did included an unscheduled power outage that reset the alarm clock (and wasn't so much as mentioned by any of the hotel staff) and I already knew that while the hotel has a weird lobby configuration and some public hallways that could use some new carpet, but rooms are clean and the staff is cheerful and accommodating. The dining area is good but sort of unremarkable, but the restaurant staff was able to accommodate a late breakfast (whoops, overslept!)
I have also had decent success with upgrades here -- for this stay the upgrade was to a spacious suite.
Anyhow, I attempted booking a package from the IHG app but the extras being offered were not reflected in the actual booking. I took a couple screen shots of the booking path and emailed IHG, fully not expecting anything to happen since it was the day before the stay. Lo and behold, I received a very pleasant note from the assistant manager along with some coupons for the advertised perks. I later noticed that I also had received a voicemail message, but by the time I saw the message light the problem had been resolved beyond my expectations.
This experience served to reinforce my earlier impressions. While the hotel has kind of a funky design and not everywhere has been renovated to the same degree as the lobby, the staff appears to be paying pretty close attention to detail. I was happy with the resolution I received and I wouldn't hesitate to stay here again. I would also add that although I very rarely encounter issues at hotels, when an IHG property resolves a guest issue the written response from the property is often presented as a generic form letter which appears to have been copied or printed, often unsigned or just with a generic title such as "the management."
The personal note and business card presented by the assistant manager was a small touch, but certainly made me feel more valued as a guest than the form letter apology that I have seen at IHG properties in the past.
October 14, 2014
Rated 3.0 out of 5.0 by Tour Mistress Very, very noisy!!!
I thought I was picking an airport hotel that was far enough off the runway that noise wouldn't be an issue. What I didn't take into account was the freight train yard directly next door!! Our room was looking down upon the trains, which rumbled past every half hour all night long. Front desk staff didn't give us an inkling that this was going to occur.
Also, there was construction going on in the room directly above us -- the hammering did stop when we called the front desk to ask about it, but we weren't warned about that, either.
October 13, 2014