This is a copy of what I sent the hotel after our stay.
My family's stay at the Extended Stay America Hotel in Portland, Oregon was awful.
To begin, we were never told that they were going to be under construction at the time of our stay. We may have rethought coming here if we had known. We felt deceived when no one told us when we called to make our reservation. We waited to be checked in because they were handling another guest. He was leaving early. He only stayed a night and sounded like he had prepaid for 4 or 5 nights. All he wanted was a refund for the nights he hadn't stayed and he was told that they couldn't give him a refund because he had prepaid for the room and the computer wasn't allowing them to. He was told he would just have to call someone else to see if they could refund him. He left annoyed that there was a chance that we was going to waste about $300 on nothing. People should only pay for services rendered. He only stayed a night. It should not be that difficult to get a refund on the nights he didn't stay. This should have been the first hint that we were in for a bad experience. We were told at check in that we were going to be staying in a newly renovated room (which sounded great), but we were not told that the water was going to be turned off the next morning. Only later after the water was turned off did we notice random notes on other doors saying that the water would be off between 9am and 3pm. The signs were not on all doors, only a few others. We would have planned for it had we been told or had a note placed on our room door.
When we first entered our room, it stank; we immediately opened the windows to try and get rid of the smell, a mix of chemicals and cigarette smoke. Each morning we had to open the windows and had the them open all day to try and clear out the lingering odors. The smoke smell came from the vent in the bathroom, which permeated everything and saturated the beds. We ended up keeping the bathroom door closed to try to keep that smell out. You'd also think that a hotel with no window venting the bathroom would have an exhaust fan to keep the bathroom from fogging up, but no, not this hotel; the vent seemed to only exist to ensure the smokers in the next room could spread the joy.
The comforter on one of the beds was gross- it looked like there were dried blood stains on it, so we had to ask for another blanket.
The Kitchen was a joke. I've never stayed at a place with such an ill-equipped kitchen. We've stayed at other hotels with kitchens, like the Residence Inn, so I know what to expect. There were no cooking utensils, so we had to use plain silverware to cook with. The kitchen only had enough for two people even though four people could stay in that room. Logic would follow that if four people could stay in a room, it would be set up with a set of four plate settings. We had to go down stairs to request an extra set of everything to accommodate the three of us. We also noticed there was no sponge and when we asked for one, we were told to use the single dish towel provided to us (the one you use to dry cleaned dishes with). I cooked eggs for breakfast the first morning. I tried using the kitchen towel to clean the pot, but it, of course, didn't work. What little I did clean off ended up clogging the sink since there was no garbage disposal. We might as well have been washing dishes in the bathroom sink. We asked on four separate occasions for a sponge only to be told that they don't usually give out sponges but they would see what they could do for us. Nothing ever happened about that, despite people writing notes to remember to ask the manager (who never seemed to be around) or someone better able to handle that problem. After telling staff members that we had asked for a sponge and never getting one, all of them thought it was weird that we hadn't been given one. I don't know who's brilliant idea to cut costs by not providing us a sponge, but that idea was asinine. You've only created more work for your housekeepers who now have to wash the dishes because a towel does nothing. We were never able to clean the pot properly, so we were never able to cook any of the other food we had bought. We chose the hotel because it had the option to cook. We thought there was a fully equipped kitchen that would have some cooking utensils and proper cleaning supplies, not just access to a stove, fridge, and microwave; you know, like advertised on the website. This was an utter waste of extra money to get these 'features' so that we wouldn't have to eat out all the time. We ended up donating our food that we had intended to cook in the hotel to the local rescue mission so it wouldn't go to waste.
The bathroom had issues as well. We first noticed that the toilet paper was just sitting on the counter and not properly put away. We noticed that the bar the holds the toilet paper was missing. We had to go down to the the front desk, yet again, to ask for one. We also noticed there was no hair dryer. This is the first hotel I've ever been to where one wasn't provided. We were going to take showers the first morning after breakfast but found that the water was turned off. When we were finally able to use the showers, the tub leaked all over the floor and into the kitchen leaving a huge soapy puddle of water. They told us that they didn't have another room available to move us into, but they could have the maintenance guy come and look at it. The maintenance guy only works during the graveyard shift and would only be able to look between 11pm -7 am. So, wanting to be able to take showers, we decided to have him come at 11 pm. He came at 11:30 and spoke to my husband about the issue with the tub. He told us that it was the contractors' fault and they needed to come and fix the problem. Neither one of us found this an acceptable excuse since the hotel should have made sure everything was in working order before they gave the room out. He told us that he could try and fix it that night but didn't think we wanted him in there tearing up the floor at that hour to find the leak. He said that maybe he could find an empty room for us to take showers in if we wanted. He asked us when we would like the contractors to come into our room; we said after 11am since we were up late and didn't want to get up early. He said he would schedule them to come after 11am. I get a call at 8am telling me this plan again, which woke me up. When I'm on vacation I don't want to get up early and someone calling me the second their so-called "quiet time hours" are over is rude. The fact that we actually talked to the maintenance man the night before to work out this plan should clue them in that an 8 am call is probably not appropriate.
A note on their quiet time hours: they don't exist. All hours of the night I could hear people talking, doors slamming and loudly walking down the hallways. Maybe it was the maintenance man who has ridiculous hours. How is a maintenance man not going to make noise fixing things? You’re hotel is not like Disneyland where guest stay all day and leave at night and then the maintenance crews come in and fixes stuff. The exact opposite is true. The maintenance man should work during to day to better accommodate guests and won’t disturb people trying to sleep.
Our stay here was impressively bad. The staff seemed helpful, but in the end it looked like they were just saying stuff to make us stop complaining. This was not home away from home. They need to change your motto.
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- Also Known As:
- Extended Stay America Portland
- Extended Stay Portland
- Portland Extended Stay
- Extended Stayamerica Portland Gresham