AC Hotel Portland Downtown, OR — Attraction in Portland

This was one of the most disappointing hotel experiences that I ever had. I was particularly disappointed that it was a Marriott property that let us down, especially since Marriott is my go to all the time.....

My wife and I had a late arrival. When we walked in, we approached the front desk to a less than enthusiastic Tina. She was not friendly and unresponsive to our greeting, basically was checking it in. When all was settled, I asked if the room was nice. Her reply was, "It's a room. It has a bed". Another exchange with Tina that went south was regarding food. My wife and I had a long flight, and we were definitely hungry. It was after midnight, and it looked like everything was pretty much closed. I asked Tina if she knew of any restaurants that were open. She replied no that everything was closed. I asked if there was any place that delivers, she told me to use uber eats. When I asked her if there were specific restaurants that she could recommend, she nastily said that I need to download the app.....In other words, she couldn't care less about customer service.

The plot thickened the following day when my wife and I returned to the hotel after a day of exploring Portland. When we returned to the room to get ready for our evening plans, the room was no made up. So, I called the front desk and spoke with another lackluster employee named Daphney. When I told her about the situation, she said that the room is made up every other day and if I stayed for three days, I would have had it made up once. I told her that this was not explained to me by Tina at the front desk and that I was definitely disappointed to hear this since we needed towels, toilet paper and another blanket. She told me that this was how it was, and she would send someone up from housekeeping with those items. Well, after waiting for an hour and a half and two follow up calls by me, I decided to go downstairs to see what the deal was holding up our request.

When I arrived at the front desk Daphney was there and the Manager Bella interceded. She was excellent. A good listener and was empathetic. She said that she would come to the room and take care of everything. Which she did and even credited me with 5000 points. This was nice, but I mainly wanted good service.

In terms of accommodations, the room set up was very awkward. This was mainly due to the bathroom. The glass sliding doors did not close totally and the design on the front allows everyone on the outside to see what you are doing on the inside. Needless to say, there was no privacy and made things a bit uncomfortable.

One of the bright spots was the valet. He was great and very helpful. We also enjoyed Rin at the hotel bar.

I was truly unhappy with this experience. Hopefully, Marriott will take my feedback and help train their staff at this property better. I will always enjoy being a Marriot Bonvoy member and will continue to stay at their properties.....just won't...

The staff were the friendliest I have ever encountered. All saying they are willing to help, even though they couldn't.

My 1st room the thermostat was broken. A very delayed maintenance comes up, but won't come into my room, and won't give me a reason either.. Once I was able to convince him to address the issue to which he had been assigned, he came in to check and say yep, it's broken. So they move my room.

2nd room the thermostat works, but only goes up to 74, and not a single person at the property has any control over that. I had bodywork clients and it maid it incredibly uncomfortable for them. It was also never 74 in the room. closer to 68. No one was a help on this.

Water pressure in first room was really good. A broken shower head allowed both shower heads to operate at the same time, which felt nice. It was replaced by my new room that had half of the water pressure. My view went from alright, to a top of the roof view with a giant tarp that looks like it blew in.

The room was too small for my purpose. It was smaller than all properties I have stayed in. Had I not had appointments booked, I would have left this property to find another.

I was told the gym was utilizing a sign up sheet and it was one person at a time, which has been similar to other properties I have stayed at. I signed up for a time and received my key fob. My 2nd gym session the next day ended abruptly, when a different came to use the room. He was banging on the door to the point that I heard over my music. I let him know he needed to sign up at the front desk. He tells me they sent him. As we're debating this, he tells me 6 people were allowed in, which I suspect was not true, simply because out of all the machines, there were only 3 that were in working condition. Once he told me to get the F out of his way, while trying to shove me away from the door. I ended the conversation and let him know the staff can help me, and I owe him nothing.

Staff did come first and say she thinks up to 6 can be in the room, and apparently I have to stop my workout to let anyone in. Well, I agreed to workout with the guy. As soon as he comes in, he starts with his hateful words. The staff would only offer apologies, but no resolution. He stayed. My workout was ended about 20 minutes in.

I received kind words, and empty promises. The staff had multiple opportunities to make things right that weren't, and failed each time. I have reached my max character limit so, this...

I've stayed at this location a few times now and it is always a very pleasant experience. The hotel is in a good area, lots of dining and shopping options within a walkable distance. The staff is always helpful and friendly. The rooms are clean with nice, large televisions that allow you to sign in to your Netflix, Hulu, Pandora, etc accounts which is a convenient addition.

The last time I was here however, I was checking out on a Sunday morning (check out time is clearly stated as 12pm noon). Around 9:30 a strange woman knocked on my door. She didn't speak english very well but she was repeatedly telling me I needed to leave my room now. It caught me off guard so I asked what time check out was, she said to me "today it is at 10am so you must leave now" to which i replied "it's not 10am yet though?". She repeated herself about three more times that I must leave my room immediately. I then asked her if I could get her name (she wasn't wearing a name tag which is also odd for a hotel staff member), she refused to tell me her name. I then asked if she could wait a moment while i called the front desk to get some clarity. To which, again, she told me that i can't call the front desk and i must leave my room right now. I was extremely confused so I said to her, I can be out in a half hour? (at this point i am thinking maybe checkout is at 10am on Sundays and i missed something?). She angrily walked away, huffed and puffed a bit and just overall acted very very weird. I immediately called the front desk and they confirmed check out was in fact at noon and that shouldn't have happened.

When i checked out i mentioned the situation to the front desk staff as well but no one seemed very alarmed about it. She apologized but to me the whole thing was pretty unacceptable but mostly weird. Even if checkout was at 10am, why is this woman at my door stating i must leave my room immediately? I would have had 20-30 more minutes. Furthermore, what was she expecting me to do? I was still in my pj's and my items were all over the room. I am not convinced that she was even part of the staff which is even more frightening honestly. She had no name tag on, refused to tell me her name and was carrying 1-2 items, not a housekeeping cart or even a bag of cleaning products.

I like this hotel and will probably stay here again but this situation was...