Let me start by saying we stayed at this property last year, when it was Oxford Suites, and the stay was great. The rooms are still OK, nothing great, nothing bad, but it does not make up for the horrible way we were treated. Even worse, it wasn't just my family but a number of people staying there. We were there, with a large block of rooms that were booked a few months ago, for a very large girls college exposure fastpitch tournament. There were at least 3 different teams staying there, based on the Welcome Board posted in the lobby. That was pretty much the end of the welcoming part of this hotel.
We arrived at 10 pm Friday night, since my daughter's fastpitch games didn't end until late. We literally crawled into bed, as we had to be back at the ballfields at 6:30 am the following morning. At 5 am the next morning, we were greeted with freezing cold water...no hot water to be had for a shower. Since we hadn't showered the night before due to needing to be up early to get to the fields, this was awful. My 14 year old daughter was literally in tears at having to endure a freezing cold shower, then had to go play all day at the fields. Upon arrival at the fields, we found out from other parents that nobody in the hotel got a hot shower as their pilot light went out. Some people had time to complain to the desk about this, but most of us didn't have enough time for that. I had already planned on addressing this upon my return and had expected that this hotel would live up to it's posted "Hospitality Promise", which is very clearly stated in their rooms, which says that if any part of your stay isn't satisfactory, they promise to make it right or we don't pay for that part of our stay.
To my surprise, when I asked the front desk clerk about our issues with no hot water, I was first very rudely told that they were only discounting rooms for people who had complained in the morning and since I hadn't they wouldn't discount anything. I explained that I had been at the ball fields until 10 pm the night before, had to be back at the fields that morning at 6:30, and simply didn't have time that morning before I left, that was why I was there now about it. She then told me that they may not do anything for anyone who complained, since so many people had heard about it and were now asking for discounts, and then she asked if I had really showered. I told her both my daughter and I had showered at 5 in COLD water, and that is not what I paid good money for a room for. She then said they were just putting everyone on a list and they would see what the manager would do, and she again reiterated they may not do anything.
I received a phone call about an hour later, and the front desk clerk said the manager had authorized a 5-10% reduction in the bill, which amounted to all of $12. I told her I found that highly insulting that 2 people having to endure ice cold showers was worth so little to them. She said that's the most they would do. I said that I was very disappointed that they cared so little for their guests.....I stay in a hotel for a place to sleep AND a shower...apparently they feel a shower is only 10% of what people stay in a hotel room for. If it was lack of bath products, not enough juice at breakfast, or the wrong kind of pillow I could understand such a small discount. But this was a shower!!! I doubt there are many people who stay in a hotel that don't use the shower.
To add insult to injury, not only did they NOT deduct the $12 from my bill, they actually charged me $20 more than my original reservation quoted. It's not even the money at this point, it's just the matter that they simply do not care about their guests at all. The only point in time I ever received anything of an apology for what we went through was after I expressed disappointment at how little they were going to reduce my bill. She then said "Sorry for the inconvenience, good bye." That was it. At no point did I receive anything that was genuine apology for what they subjected to us to, or anything that amounted to any kind of caring at all.
Never again will I stay at this place...and I will tell absolutely everyone I know not to either. Hotels are supposed to all about customer service, pleasing the guest, and making you feel like you're at home away from home. Not this place...their service stops the minute the reservation is made and apparently you are supposed to feel lucky you are getting to stay there, rather than the other way around. This hotel should be highly embarrassed for the way their staff handled this.
- Official Description (provided by the hotel):
- Exceptional has never been so affordable! Located on the banks of the beautiful Clackamas River, the Oxford Suites Portland-Gladstone is situated just minutes from shopping, the Oregon Trail Interpretive Center, downtown Portland and the Portland International Airport. Complimentary amenities include Full Hot Breakfast Buffet, Evening Reception, High Speed Wi-Fi, Parking, Indoor Pool, Spa, & Fitness Center. ... more less
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- Also Known As:
- Oxford Suites Portland - Gladstone Hotel Gladstone
- Oxford Hotel Gladstone