Holiday Inn Express Portland SE - Clackamas Area by IHG — Hotel in Gladstone

On July 24, 2024, my mother and I arrived at the hotel to check into a 2 bed ADA room for 2 nights - a reservation for which we had a confirmation (email) and also confirmed by calling the hotel days before we arrived. When we arrived, they had no room, they said it was given away (on a day BEFORE the day I had confirmed the reservation by phone, which is the typical ADA violation bait and switch in the hotel industry). ||||The clerk checking us in, Ayden, was rude and dismissive, denying any knowledge of the Americans with Disabilities Act or his responsibilities. This hotel has so many ADA violations, they would never survive a review by the DOJ. The first violation costs a hotel $75,000. Every subsequent violation costs the hotel, $150,000. After it became clear that Ayden was not going to do what needed to be done, he showed my mom a non ADA room with two beds (one we could not stay in because I use a wheelchair) and then said we could take the ADA room with ONE bed or he could cancel our reservation. As we had nowhere else to go or stay, we had to stay in the room with one bed (their version of an ADA room that did not wholly accommodate the use of my wheelchair throughout the room). ||||I am so tired of ADA violations in hotels and their total and complete lack of caring attitude at violating federal law (that is 34 years old).||||On July 25, 20224 the day after my 75 year old mother and I (again, disabled, in a wheelchair) had been forced to check into the Holiday Inn Express in an ADA room that only had one bed, we attempted to speak to the manager in the morning (she was expecting us to speak to her as Ayden had said she would be in the next morning at 8AM). Despite our attempt to talk to her, she would not come out of her office and we waited a significant amount of time and were told we were going to have to wait even longer (an indeterminate amount of time), but we had to leave and she never spoke to us.||||When we returned to the hotel and went up to our room later that day we discovered we were locked out of our room. Ayden, who had checked us in and denied that the hotel was required to follow the ADA and lied to us about the rooms available and also about his manager speaking to us (she never came, she never spoke to us) was working at the desk when we returned to the hotel. He said nothing to us and let us go up to our room (on the 4th floor) and discover we had been locked out.||||The keys would not open the door. My mother went downstairs to see what was happening and I got on the phone with guest relations (since I had contacted them the day before regarding the incident and opened a case, #10548146663). She returned with a luggage cart and a new key card and told me we were being asked to leave. When I asked why, she said “because we were rude to the staff and the manager and other customers” NONE OF WHICH IS TRUE, ESPECIALLY THE MANAGER WHO NEVER SPOKE TO US, NOT ON THE PHONE OR FACE TO FACE! The key card did not work. So my mother went downstairs and got a new key card. The key card did not work. So my mother went downstairs again and got yet another key card. That key card did not work. So then a female employee came up to us and said she could get us into the room and she used a physical metal key to unlock the door and let us into the room.||||While all of this is happening I kept calling guest relations. I spoke to numerous guest relations representatives and all of them said they were sorry we were having the experience. One guy said he would call the GM and rectify the situation and call me back immediately. He never called back. ||||I spoke to Remi (who had opened the case originally) and she told me the only thing they could do was encourage me to work with the hotel. I stated I could not do that, they were telling us we had to leave in 15 minutes or they would have us forcibly removed.||||Ayden called our room phone and was yelling at and threatening my mother (she answered the phone and she attempted to reason with him). He kept saying “my manager says you need to leave and if you don’t leave we will have you forcibly removed” and “I’m going to call my manager” and my mother said, "please do, have her come and speak with us.” The manager (named Katt Stevens), would not return to the hotel. But she told Ayden she wanted us out. SO HE CALLED THE POLICE TO HAVE US FORCIBLY REMOVED FROM THE HOTEL.||||When the police arrived, they told us they were there to remove us from the hotel and we objected and told our side of the story (which, initially, the officer was not interested in hearing, but my mother said he needed to hear it). She also stated that we had nowhere else to go (true), I can’t drive (true), she can’t drive at night (true), SO WHERE WERE WE SUPPOSED TO GO?||||The cop then went downstairs to speak to Ayden again (and apparently Katt Stevens, via phone). When he came back to our room he had Katt on the phone and put her on speaker phone and told us we could stay the night as long as we checked out by 9AM (my mother’s idea, not hers, when regular checkout is 11AM), and as long as we weren’t loud or rude to any staff or customers.||||We were instructed to remain in our room and not interact with anyone, to which my mother stated she needed to leave the hotel to get food for us to eat. The cop stated he was not telling us we could not leave the room and that my mother, obviously, could go and buy food and return to the hotel room.||||We woke up early on July 26, 2024, and packed our things, tidied the room and checked out. I took 20 photos of the room before we left so that we could prove, if need be, that we left the room tidy. My mom even left a tip for housekeeping.||||When we left the hotel, Ayden was working at the front desk and when he saw us he put his head down and would not look at either of us. After my mother got everything in the car and then I left the building (in my wheelchair) and got into the car, my mom said to Ayden (who, again, would not look at her) that we were checking out and that the keys were in the room, ALL of them (referring to all of the keys he had given her the day before that did not work).||||This hotel is disgusting. Their attitude, from management down, is that they do not care about violating federal law, threatening disabled and elderly guests, lying about accommodations they do not have, lying about behavior they accused us of that never happened, or handling customer service and human interactions in any kind of acceptable manner.||||I have had so many bad experiences with hotels and all of the ADA violations that exist in each and every hotel in this country, but I have NEVER experienced anything like this. I know that the only reason the outcome was not violent or worse is that the police who came to the hotel were reasonable and were able to diffuse the situation.||||This hotel should be shut down and not allowed to serve the...

My mother and I arrived at the hotel to check into a 2 bed ADA room for 2 nights - a reservation for which we had a confirmation (email) and also confirmed by calling the hotel days before we arrived. When we arrived, they had no room, said it was given away. The clerk checking us in, Ayden, was rude and dismissive, denying any knowledge of the Americans with Disabilities Act or his responsibilities.

After it became clear that Ayden was not going to do what needed to be done, he showed my mom a non ADA room with two beds (one we could not stay in because I use a wheelchair) and then said we could take the ADA room with ONE bed or he could cancel our reservation. The room did not properly accommodate the use of my wheelchair wholly, but we had nowhere else to go.

The next morning we attempted to speak to the manager (she was expecting us to speak to her as Ayden had said she would be in the next morning at 8AM. Despite our attempt to talk to her, she would not come out of her office and we waited a significant amount of time and were told we were going to have to wait even longer (an indeterminate amount of time), but we had to leave and she never spoke to us.

When we returned to the hotel and went up to our room later that day we discovered we were locked out of our room. Ayden was again at the front desk. Our keys would not open the door. My mother went downstairs to see what was happening and I got on the phone with guest relations. She returned with a luggage cart and a new key card and told me we were being asked to leave. When I asked why, she said “because we were rude to the staff and the manager and other customers” NONE OF WHICH IS TRUE, ESPECIALLY THE MANAGER WHO NEVER SPOKE TO US, NOT ON THE PHONE OR FACE TO FACE! The key card did not work. Ayden gave her "new" key numerous times and none of the keys worked. A female employee came up to us and said she could get us into the room and she used a physical metal key to unlock the door and let us into the room.

I spoke to numerous guest relations representatives and all of them said they were sorry we were having the experience. One guy said he would call the GM and rectify the situation and call me back immediately. He never called back.

Ayden called our room phone and was yelling at and threatening my mother (she answered the phone and she attempted to reason with him). He kept saying “my manager says you need to leave and if you don’t leave we will have you forcibly removed” and “I’m going to call my manager” and my mother said, please do, have her come and speak with us.” The manager (again, named Kat Stevens), would not return to the hotel. But she told Ayden she wanted us out. SO HE CALLED THE POLICE TO HAVE US FORCIBLY REMOVED FROM THE HOTEL.

When the police arrived, they told us they were there to remove us from the hotel and we objected and told our side of the story (which, initially, the cop was not interested in hearing, but my mother said he needed to hear it). She also stated that we had nowhere else to go (true), I can’t drive (true), she can’t drive at night (true), SO WHERE WERE WE SUPPOSED TO GO?

The cop then went downstairs to speak to Ayden again (and apparently Kat Stevens, via phone). When he came back to our room he had Kat on the phone and put her on speaker phone and told us we could stay the night as long as we checked out by 9AM (my mother’s idea, not hers, when regular checkout is 11AM), and as long as we weren’t loud or rude to any staff or customers.

We woke up early, packed our things and tidied the room and checked out. I took 20 photos of the room before we left so that we could prove, if need be, that we left the room tidy. My mom even left a tip for housekeeping.

When we left the hotel, Ayden was working at the front desk and when he saw us he put his head down and would not look at either of us.

This hotel is disgusting. It should be shut down and not allowed to serve the...

Motel 6 has better service than this holiday inn. Not a pleasant stay. Two experiences, thought it would get better, but it got much worse. Overnight might be okay, but don’t expect any type of standard hotel service.

Original review: All in all we had a good stay and would stay here again. Rooms were clean and spacious, beds were comfortable, breakfast was good. My only complaint is that when we arrived, the elevator was broken and no one seemed to be available or working to fix it. Normally this would be fine, but we were traveling with two toddlers and on the 4th floor…meaning we had a to carry quite a bit up the stairs to our room. After 4 days of traveling in the car this was the last thing we wanted to do. Not to mention, we came to visit family and we missed the whole evening with family with all of the time we spent lugging things up the stairs after giving up on the elevator being fixed. It was up and running within 4 hours of our arrival, but it was too late at that point. It would have been nice if we were given a discount or some type of compensation at the very least. After all, a working elevator is a standard service expected at a hotel. Aside from this, we were happy with everything. It was just discouraging to get there and have to scrap our plans with family for the evening after traveling so far. Housekeeping only came once during our six days.

Update: I thought our first visit here was just a fluke, and was really expecting a better experience this time. Came back to edit from 4 stars to 1 star and have to say I don’t think we will be staying here again. Housekeeping has been nonexistent in four days, not even fresh towels. We keep emptying the trash ourselves but we have no bags. We have always stayed in a king room. Last night when we checked in we were given the option of two queens or a king and accidentally went with the two queens. When we got to the room we realized the space was not what we normally have, so the next day we asked to switch to a king. All of the sudden (overnight) it is now company policy they can’t let us have a king. We have one toddler who sleeps in a pack and play and another that sleeps in bed with us. Two queens does not work for us so we will be finding another hotel that works with what we need. Rooms are so so, clean enough, but no housekeeping. Trash is overflowing, no fresh towels, very little service overall. Definitely not worth the price. Oh and we ran out of toilet paper and the body wash was empty when we checked into our room. Seriously, I am fine with minimal housekeeping, but we are four days in and it has been nonexistent. There was a trail of dried blood for two days through the main area, and I tripped pretty good with no lip where the carpet meets the tile floor entering and exiting the stairwell. We stay at holiday inns because we know what to expect, but...