Crowne Plaza Portland-Lake Oswego by IHG — Hotel in Lake Oswego

TL;DR is that they’re undergoing renovations and it makes the experience intolerable. Until they’re finished with renovations, maybe spring or summer 2025, don’t stay here unless you’re arriving after 6pm and leaving by 7am the next morning. Any multi-day stays are a hard pass unless you’re deaf.

Crowne Plaza is normally my go-to choice when I just need a place to sleep. I’ve stayed at this particular CP at least a dozen times. They are undergoing a refresh, which will probably be nice when it is done. When we checked in, we were told that the renovation on the higher floors was done and they were now working on the 2nd floor. We got a room on the 5th floor, which we were made to believe was finished. Nope. Immediately after stepping off the elevator, multiple rooms were in the middle of renovation. We got to our room and had a look around. At first glance, the renovation looks nice and modern. That lasted for about 10 seconds. The design is nice but the execution is shoddy at best. It’s a really half-assed renovation. All of the walls look like they had slime running down that was dried but never cleaned off, probably the wallpaper paste. The areas that were painted had so many poorly painted spots and obvious patches. All of the doors, which are original and dark colored, had numerous spots of either drywall patch or white paint that the construction crew hadn’t bothered to clean. The area under the bar in our room was missing a 6ft long piece of baseboard, leaving a nasty, unfinished edge. I wasn’t trying to be critical, this is stuff that is impossible to miss if you have functioning eyes and ears. If management spent 30 seconds doing a quality walk in this room, they would not rent it out to paying customers. There were also issues with the unrenovated parts of the room. The security lock on the door was barely being held on with 1 screw and would have fallen off if someone breathed on it. The sliding door to the balcony was impossible to close, I never did get it closed, leading to tons of noise in the room from the freeway nearby and a chilly draft. Then there was the shower… I couldn’t get the brand new shower doors closed because they aren’t aligned properly. I had to run the shower on full hot for about 5 minutes before I got any hot water at all. I understand and appreciate the need for water conservation and have all low flow faucets at my house. This shower isn’t low flow, it’s no flow. Easily the worst shower I’ve ever had. I’d have probably had better luck taking a shower in the bathroom sink.

The worst part is the NOISE. Construction continued until about 6pm. Annoying, but not a huge deal. However, it restarted again around 7:30am. It was so loud and jarring that I had to get up and make sure someone hadn’t entered the room. I understand that construction is naturally loud, but they were making zero effort and clearly didn’t care about the people who had paid to sleep here. Slamming doors, heavy-footed stomping, loud talking/yelling. This is unacceptable. Between giving zero F’s about the quality of their work and zero F’s about the experience of guests while they’re working, (plus they’re apparently way behind schedule) the construction team doing the renovation here gets a massive fail, and it’s bringing the experience at an otherwise solid...

I wanted to share our experience here at the Crowne Plaza Lake Oswego. One of the Managers, Daniel Hurtado, has no business being in management; first of all, Daniel made a false claim that we damaged the room, which is untrue. I'm attaching a video and photos.

After Daniel made these false claims and I emailed the documentation proving that we had NOT damaged the room, the GM contacted me and clarified that a mistake had been made and our room had been overbooked. Instead of Daniel coming to us and sharing this, he approached us with false claims and asked us to leave. The GM acted like she had no idea that her manager Daniel had requested we vacate due to the damage claim.

The staff here at this hotel did not turn over our hotel, and we had to clean our room. We had turned over the bedding, emptied garbage, and gathered towels, as the staff had not cleaned this room since our arrival, apart from when I requested it once. I also had to ask our accountant to audit the billing as they continued to charge our card thousands of dollars.

(((It should be considered a very serious issue if a business has an employee that conducts themselves in such a manner))) Apart from this, the hotel is outdated and lacks cleanliness, and I took photos of mold and water spots in the ceilings. The restaurant is constantly out of supplies; they lack parking, and the rooms are challenging to control the temperature as they have large glass sliding doors, which lets in a significant amount of noise.

There was also a guest that had their vehicle broken into and a female guest that was approached by a man at her room, which I overheard being reported. This guest later told me the hotel staff didn't do anything about it. I'm inclined to believe her, as the GM wasn't aware of the situation.

As Clearly SHOWN IN THE PHOTOS, We DID NOT DAMAGE this room!!!! It is full of mildew, mold around the doors, and water spots in the ceiling.

I'm copying GM"S's response below. Good afternoon, I have just returned from vacation and was reviewing your situation. First let me apology for any inconvenience or confusion.   In reviewing your reservation, originally you booked a room with a king bed at our long term stay rate of $117 per night plus tax with a tax exemption due to the length of stay.  Arrival 3-16-23 & departure 4-15-23 The reservation was assigned to a pet friendly room which are located on the 2nd floor.The reservation was upgraded to a suite, despite the reservation not meeting the criteria for an upgrade.On April 15th The departure date was attempted to be  extended to April 28th.Unfortunately, we do not have any suites available this week so we would need to move you to the room type that was booked.I would need to speak with you regarding your pets and whether we would be able to honor their stay.I am available today to discuss.

Thank you,

General Manager Crowne...

Shouldn't be a Crowne Plaza! Worse than Holiday Inn Express! So bad that I have to give it a detailed review. Hopefully management learns from this.

Having stayed 100+ nights around the world this year, it receives the worst value of the year award. Booked directly with IHG. Arrived 9pm.

Pros Location off the highway. Rooms renovated. Courteous front desk and breakfast staff. Fantastic breakfast staff! Two stars to our breakfast team!

Cons Off highway noise. Needs better insulated windows. Poor sofabed and main mattress (old and yellowed) Bathroom drains don't work. Too late in the evening and leaving in the morning to get it fixed! Should have been checked by the cleaning team before the rooms are given to guests. Could only take a very quick shower before it overfills the bathroom.

Prebooked for 3 people and the room only has two sets of linen. Sofa bed didn't have bedding. Had to ask for them. Given cheap blankets and a sad pillow for the third person. No duvet. Very poor quality sofabed that should have been upgraded years ago.

Had the police knocked on our door just because we had an Asian last name. Apparently some Asian called 911 from around here and the hotel sent them to our room! The police showed me totally different last names and phone numbers! The hotel couldn't bother checking and sent them to the first room with Asian surname. Guess we were the only Asians here? Not.

Either improve your SOP or remove the Crowne Plaza name!

UPDATE

After management 's reply on police knocking on my door...

I have downgraded them to one star as it is the lowest I can give. Any of the complaints unreasonable?

We even called the front desk after the police were there and were told that a 911 call was made from within the hotel, hence they sent them up to our room. The police at the time also said they were directed to our room. I think heads need to roll for this. Incompetent front desk and now incompetent management. Don't try to pretend it didn't happen just because you have no records. What don't you ask the police department?

Rather than improving your SOP, or management, all the reply was to look into the complaint. What do you need to look into? Instead, you should be getting the rooms ready as booked directly on your website. No excuse.

So sad, as it is, Motel 6 should be a more suitable brand for your SOP and management.

I am happy not to stay or...