Holiday Inn: Portland- I-5 S (Wilsonville) by IHG

Room key to occupied room, management fail Don't bother at staying here they don't have competent management, and will check you into occupied rooms, then give you a room that doesn't sleep 4 and boast that they didn't charge you for the hideaway bed so that one person doesn't have to sleep on the floor. Go to the Hilton one exit down. My experience: I booked my stay online for my wife, two kids and I to stay in a double queen room for a family reunion. We arrived at around 230am to check in on Friday. Check in was easy, but this is also when the problems started. We got our bags and went to the room. We scanned the badge and when we opened the door, we noticed the top latch was locked. We had just been given a key to an occupied room, at 230 in the morning. Unfortunately, we woke them up since the door slammed into the hinge as one would expect it to do. We went back to the hotel lobby and got told that they did not have any more double queen beds available. They offered to give us a king room and rollaway bed. Being late we accepted. I looked online and saw that the company was still showed bookable double queen rooms on their website. Additionally, the new room made it so that three of us had to sleep on a single bed and one on the small rollaway. The front desk clerk stated he would investigate getting me a comp for breakfast. I explained to him that we would not use a breakfast comp because we are having breakfast with family, so it was essentially worthless to us. In the morning, I went to the front desk and asked if they would be having us change rooms or comping some of the room since three of us had to sleep on the same bed. The front desk lady took down our number and said we would get a phone call from the manager. 11pm rolled around, and the manager had not called us. When we arrived back at the hotel the manager was off, so we went back to the single king room. In the morning we went to check out and stopped in at the front desk. Again, I asked to speak to a manager and was informed that the manager felt like the hotel did it’s part by comping us breakfast even though we stated we did not want a comped breakfast. The front desk lady also informed me that they gave us a discounted price of $203 dollars a night for the king room vs. $229. I have a couple problems with this. Online the day I reserved beds, I could have gotten a king room for $207 a night, so the discount of 4 dollars is not enough. Additionally, they didn’t discount the original night at all. Essentially, I paid full price for both nights, and had to sleep three deep to a bed because they would not communicate with us. For reference, my kids are not small, they are both teenagers. I explained that I was unsatisfied but understood that they could not do anything without the manager who was off on Sundays. I asked for a phone call. Today Monday, I had not received a phone call by 6pm, so I called them. The manager had already left for the day, but the front desk receptionist was familiar with the incident. She explained that the manager was not going to further discount the rooms because she didn’t charge me for the roll in bed that they company provided. Essentially, the company failed to provide the room I reserved to accommodate four people, then moved us into a room made for 2, or 3 people at best, and said be lucky we didn’t charge you for the bed so that the 4 people you originally reserved the room for could sleep. I have traveled a lot, but never have I been sent to an occupied room, then had zero communication from management. This hotel is nice, but they have zero drive to help customers or ensure that they provide the services they offer. Skip the headache and go to another hotel that takes customer satisfaction seriously.

Horrible service, hotel despises 3rd party booking companies. Do not stay here, especially if you book through a 3rd Party booking service! They refuse to make any changes to a reservation if not booked directly with them. We decided after staying here for two nights, we didn’t want to stay a third. We explained that rooms are very small, walls paper thin, no bathroom fan to minimize the noise, dirty floors. Our dog reacted to the frequent noise in the hallway by growling all night. We contacted Expedia to cancel our last night and was told they had to get permission from the hotel. The hotel said it was completely Expedia’s decision… however, this is NOT true. We had this back-and-forth for an hour. What we finally learned was that the hotel MUST approve the refund. The hotel made so many false statements. They told me that they never even spoke to Expedia, while at the same time telling Expedia that they wouldn’t approve the refund. They also told them I was a no show (??). When I got back to the hotel, I spoke to the MOD, Casey. She listened to my frustrations and told me “not to worry, I’ll just check you out”. I left there obviously feeling the situation was resolved. The next morning, I once again got an email from Expedia that the hotel would not refund my last night stay. I called Casey in complete confusion. She said “I told you I would check you out, not that I would refund you. The GM denied your request.” What?! I discovered that the hotel will not make any changes to a booking made through a third-party company. They tried everything they could to blame Expedia, while in reality, it was completely their lack of customer service. Stay at the Hilton Wilsonville, a great hotel on every level.

Comfy Stay Right off the freeway, so easy access. Friendly front desk person. Room extremely comfortable. Great bedding. Super clean. Spacious bathroom with lot of counter space. Lovely shower with Dove products for shampoo and conditioner and body wash, hand soap and lotion in wall dispensers. On site restaurant was added perk after being on the road all day.

Traveler beware, stay elsewhere! As frequent travelers of both budget friendly hotels and higher end resorts, we were absolutely disappointed in our stay here for many reasons. Overall it didn't seem like any staff - from the front desk to the managers know what they're talking about and lack a basic understanding of good customer service. We were in town for a baseball tournament, and if it weren't for the company of many great friends also staying with us, this stay would've been unbearable. Our biggest issue was being charged for another person's room and then spending days to resolve the issue and get a refund (10 days later still waiting) - with little remorse or apology for the enormous error. The GM, and front desk staff seem completely incompetent and unaware of basic hotel amenities as well. Had called ahead of our stay to request a rollaway bed for our room and was told one would be in it upon check in and was given the price. Upon check in I was told the room didn't accommodate rollaways and no other room options were available. After asking two other staff members I was given two completely different responses about rollaways. These were just two of the bigger issues we faced. Absolutely would not recommend this hotel - mainly because of the incompetent staff. Location was good. Couple of nice employees in the restaurant/bar (when it was actually open).

Worn Out Stayed at this Holiday Inn in Wilsonville ,Or. 0n 05/17. Was put on bottom floor, facing freeway. Dingy,worn out room. Had to watch to crack heads fighting outside my room. Went to lobby to complain. Employees were watching the fight ,didn't bother calling police,said they won't do anything? Went to cafe to eat only one person working, she was totally overloaded. Walked out for fast food. Good location, but needs a complete redo. Stay at IHG hotels frequently, won't be back.