Inn at the 5th Eugene — Hotel in Eugene

My anniversary is October 31st. The Ristorante Italiano which is at the Excelsior Inn in downtown Eugene and stay at the King Spa Suite at Inn at the 5th was the plan. Our service was amazing and the food was by far the best I have ever had. We were very excited to sit together in a wonderful jetted tub in our room. We decided to pay for it the day before online so we would know we had it. We stayed the night of October 30 2020 and arrived around 2am because we took our time and did things to celebrate our anniversary. The hotel was beautiful and looked amazing. When we arrived at 2 (keep in mid this is a rainy cold evening in late October) we went to the locked front doors. A gentlemen was siting at his desk who made eye contact with me several times. After about 30-45 seconds he stood up and walked to us. After unlocking and opening it a few inches the first words were this is a place for paying customers followed by "so is there anything I could help you with". I stated we were paying customers, that we had paid for the King Spa Suite. Which was followed by "oh, well let me check on that. There must be some mistake. Please stand over here while I look." Upon his time at the computer my wife and were talking about how strange this was and if we were doing something wrong. He found the paid reservation and asked for her ID and card. She did not have her ID because it was left in the car. I however had mine and the card we used. Tried to give it to him and his answer was no. I spoke with him a little about how much trouble it is to walk to the car and he agreed that it might be ok.We went to the wonderful room with the spa and decided to relax. It was amazing and so relaxing. We decided to go find somewhere to grab a snack. While in our car we noticed the same man pacing back and forth watching us.We no longer felt like welcomed guests enjoying our anniversary. We went for a drive and talk deciding at 4am that we were uncomfortable staying there. Took my wife home and arrived back to the hotel about 4:30. There were now 2 people in the lobby. When I arrived in our room the lights were on after leaving them off when we left. I noticed our clothes and stuff were in different spots. I cleaned everything. I asked when there would be a manager in and was told in a couple days. My wife was able to get manager Guy Fremlin on the phone. I was not part of the conversation but could hear because they were on speaker. My wife explained what happened that evening, how we felt and why we left. Mr. Fremlin interrupted by saying she was lying. That his employees had done nothing wrong. The room was completely destroyed and we broke a bunch of glass in the bathroom. Even though I spent a lot of time cleaning it. The bathroom was never used. I then took the phone from my wife and spoke to Mr. Fremlin. I told him that what he was saying to my wife was extremely rude and unprofessional. I then told him we would contact his supervisor. His response was to go ahead and do that and hung up. I decided to write my review on Facebook. I feel this is something that needs to be heard. Especially if it involves a company owned by the former mayor of Eugene Mr. Obie. My wife decided to get in touch with the vice president or HR president. She got ahold of Kurt Assmuen who was very polite. He was nice and seemed to hear and respect what was being said. She stated a refund was not what we were looking for. He said he would offer a complimentary stay at the soon to open new luxury hotel in January. I removed the post on Facebook because we were being treated well. We then got a email from Kurt which stated once again we were lying and it was our choice to be offended and leave because of the way we were treated.The decision was to contact the owner. Mr. Obie. He responded after some time tp our email saying we would go ahead and file a complaint with BBB because of this. His response was along the lines of we were wrong and “disrespectful” because of the post I wrote on Facebook. He went on to say he would be pressing charges. For...

This hotel is truly a four diamond stay for a reason. I've stayed at several four diamond hotels around the world, and the single differentiating factor in my mind is an unprecedented level of customer service and support.

I reached out from Texas to make reservations for my parents when there were some safety issues near their home. I needed a place where I knew they'd be taken care of without hesitation (where staff might even anticipate their needs because my parents are a bit shy about voicing their needs) and feel safe. My dad is almost 80, so it was also important to find accommodations that would be easy to get around.

I spoke to Jamie F. at the front desk, and she made everything SO easy for me. She provided the forms I needed to fill out, asked about a variety of topics that my parents might need help with, and within minutes - I knew they'd be in great hands. Jamie put them near the elevator so they wouldn't have to walk far. Even their little dog (that they'd rather die without bringing) was given food and water bowls and his own little bed! The unusual circumstances and safety concerns that drove me to make reservations ALSO meant that safety was top of mind for them, and Jamie (without prompting) took the time to share about the hotel security and how my parents would be absolutely safe. As if that wasn't already perfect, she called back shortly and had spoken with management about waiving parking and pet fees for their stay. The gestures she made going above and beyond now make this hotel an automatic choice for me when I come home for visits in the future.

When I asked my parents about how their stay was, they were glowing at how thoughtful the staff had been. They described it as impeccable service. The best part of all of this was that it was also Father's Day weekend and (I'd forgotten) their wedding anniversary! I couldn't have asked for a more special occasion for them to feel the care and support at such a great location. They even made it out and walked around some of the local stores - which they said they never would have done if they weren't staying in this extremely convenient location.

Team Guest Services - thank you for making this so easy for me and for taking such good care of my parents - while I couldn't be there. Jamie F. - thank YOU in particular for giving me such confidence AND going above and beyond with parking and pet fees, especially in light of why I made the reservations in the first place. This team is a class act, and I'm so grateful for the support and...

I stay at the Inn at the 5th for two nights with my husband while we where in town for the weekend. I would like to say the hotel it’s self is very clean. Everything in my room was new and I had plenty towels. We asked for there nicest rooms. The first night we stayed in was a room with a jacuzzi and that was pretty nice but that’s all I really have good to say about this hotel. The beds where some of the worse beds I have ever slept on. Both me and my husband slept terrible both nights. The second room was definitely more spacious It had a balcony but for the price it really wasn’t worth it. We asked for a late check out the next day and where told that we could check out at 3pm instead of the usual 12pm but that was only with paying 50% of the original room price. We thought that was pretty ridiculous as we where only staying 3 extra hours and would be paying for half a day. We ended up checking out at 12pm and wanted to pay cash for our rooms they said we could only pay cash for one room since they had changed our rooms each night. So our card was charged even though we asked in advance if we could check out with cash at the end of our stay. Over all the service was pretty poor. When we came in late in our concert clothes we where kinda snubbed from the front desk/door guy. With the service at the front desk and how much we paid to stay here I don’t think we will be back. We have been treated better at hiltons and best westerns for...