We went to Portland for a special occasion and called The Heathman - and spoke with Conley Phelps (a concierge at the hotel) who helped us select rooms and assured us of a good stay. When we checked in, each of our rooms was handed an envelope indicating that we would be receiving complimentary continental breakfast each day of our stay. We are members of IPrefer and IPrefer members get upgrades based on availability. When we spoke with the hotel upon making reservations, we indicated that we booked just the rooms we were hoping for and wouldn't need an upgrade. We didn't know that breakfast would be included, but we thought perhaps that was offered in place of the room upgrade. In any event, we made it a point of eating breakfast at the hotel every morning since we had the complimentary breakfast. We asked the front desk if we could order a full breakfast from their menu, and they indicated that we could and we would receive a credit based on the cost of the continental breakfast (I.e. partial credit). They said that the credit would be posted to the final bill upon checkout. We saw our final bill and didn't think the breakfast credit had been deducted, but the checkout lady said they had - so we left it at that. Upon returning home, we checked each of our breakfast tabs and found that nothing had, in fact, been deducted. We called hotel and they promised to issue the credits. The hotel did issue some of the credits, but in the end, they had still not issued over $100.00 of the credits. We have called the hotel numerous times and each time they assure us that it will be taken care of. The final time we called, they promised the manager would look into it and call us back. When they did call back, they indicated they would not issue any more credit because we were never supposed to get the free breakfast in the first place. A quality establishment would not give you a letter indicating you will receive free breakfast, then later say, "We won't actually give you those free breakfasts because you weren't supposed to get them in the first place." If they made a mistake in offering it, and we ate breakfast there EACH morning relying on that offer, a quality hotel would FULLY honor it because the mistake was theirs in letting us know that we had a promotion and then failing to fully honor it. We certainly would not return if we make a subsequent trip to Portland. Conley, who had arranged everything for us, was no longer working at The Heathman when we arrived. So if it was her intent to offer us the free breakfasts, the word must not have gotten passed on to whoever took over her position with the hotel.
Regarding the hotel, the rooms were well furnished and they had high quality shampoos and conditioners. They provide freshly roasted coffee in the morning - which was very good. If it were not for our poor experience with their customer service, we would have been happy to stay there again in the future.
- Official Description (provided by the hotel):
- One of the city's most recognizable historic landmarks, the iconic Heathman Hotel in the heart of downtown Portland blends rich history with a reverent appreciation for the arts. The hotel's library boasts more than 2,700 volumes signed by the authors, while its world-class art collection celebrates the work of contemporary artists. Here, the art of service is alive and well, from the welcoming Beefeater doorman to the attention of your personal concierge. The Heathman has retained AAA's coveted Four Diamond Award for more than 30 years. Whether you are planning a unique Portland wedding venue, reception party, private party, corporate conference or an important business meeting, the historic Heathman is an unforgettable event setting for up to 150 guests. Downtown Portland's premier luxury hotel, the Heathman offers 3,800 square feet of versatile meeting, event and banquet space within eight private function rooms on our Mezzanine Level. ... more less
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