Best Western Pony Soldier Inn - Airport — Hotel in Portland

I want to preface this by stating that I have worked in housekeeping management for best western for the last five years. And the hotel I work at serves a different role in the hospitality industry than this one, so my standards might not necessarily be appropriate to apply here.

That being said, I walk in to this gorgeous lobby! My sister, friend, and I walk over to the desk to check in. One of the front desk attendants was wearing a uniform with a very out dated logo. Not the biggest issue, I’m not mad, just odd. While my sister was checking in, there was a complexity with her reservation due to one night being payed with BWrewards points and the other night being payed for on card. Setting that up in the system is as easy as adding a few notes in the margins of her reservation. Instead she was told “I’m too busy I don’t want to deal with that, come back in the morning before 11 and sort it out then.” That was extremely unprofessional, especially considering that we were the only people checking in and there were three front desk attendants.

Upon arriving to each of our rooms, there were some issues with each of them. I wont go into what those were, but the front desk was helpful and willing to switch rooms. But the housekeeper in me was displeased because of how easily these could have been caught by a simple inspection from management. My friend’s room had a nosebleed view of the neighboring trailer park. Which that’s out of the hotel’s control, but it felt intrusive. Kinda comical honestly.

Our first morning, we went and enjoyed breakfast. And I will say, the breakfast was pretty good. I love a yogurt machine, and the choice of different omelettes was a nice touch. On our walk through the hallways, we encountered many staff members. Housekeeping, front desk attendants, as well as breakfast staff. At the hotel I work at, we make a point to greet each of our guests as we see them. It’s a nice way to make them feel seen and welcomed, as well as knowing that we’re here should they need anything. I wasn’t acknowledged by a single staff member. Perhaps thats more of a city vs tourist trap thing, but I felt a little ignored.

The final morning of our stay, housekeeping knocked on my sister’s room three times in an hour. As a housekeeper, I get it. Sometimes guests leave early without letting anyone know, and we have a job to do. But three times in an hour is excessive. At that point, we’re being rushed out.

Overall, this stay was alright. I got a good rate, and in terms of overall cleanliness, I’d give it a 8/10. The hotel is in a convenient location. I don’t think the staff members wanted us to feel like we were in their way, but we did. And in my experience in hotels, that is almost always a side effect of overworked employees who are just trying to get...

Monday 20th evening at 6:30 Pm I came down for the hot coffee. Coffee was cold and stale. In Both coffee pot. I ask the Miss Robin can you make coffee she said no drink same coffee we make coffee only in morning and only jean makes coffee that’s her job to make it. After few minutes I came back I ask Amy to make the coffee ☕️ is cold” weather cold outside can you make fresh coffee she also said no at the front desk. I did mentioned to her I will give review on line Employees of Best western hotel. She rudely reply i don’t care go head. and both lady’s on the clock at front desk eating their food 🍱. Same time eat at front desk. It’s not even busy. Amy Rudely mentioned you have microwave in your room. Also after 10 min she called in my room rudely and harassing me you came down to complain about the coffee is cold I said yes I did. She responded you staying in the room for free and you not paying for the room your company paying it. Why you complaining about the coffee. This is so unprofessional on the management and the general manager and the company I ask her may I have your name and what’s your general manager name? She is refuse to give it to me When I went at the front desk, both ladies not wearing the name tag so I don’t know what their name is I Would like the Area Manager district manager to follow up with me. This is not the way to treat any one. Calling in the room harassing to the guests in The room.

Also This kind of attitude and behavior employee shouldn’t be working in your hotel at all the both employees Should be suspended and Terminate from this hotel.

All this started when I came at the front desk asked for men’s bathroom key. In the lobby The woman bathroom was completely open and I did not want to go in Women’s bathroom Because that was a woman’s bathroom also all for the hot cup of coffee.. And I’m sure this poor lady gonna manipulate the story. Amy and Robin stick with the fact, but this two ladies are typically making drama over nothing. And did not offer coffee to a paying customer. regardless!!!!!

I want to tell you only Miss Jean is doing a fantastic job. She always takes care of us. We’ve been staying here for 14 days in your hotel company give you a lot of business and I will let our Hr. know how in Properly customers getting Treating. In Best western Hotel.🏨 over coffee pot to re make. This will be learning experience for all Best Western employee, and...

My family (group of 10) stayed here to get a jump on an early flight to Orlando as we live several hours away from the airport. We kept getting different information on when shuttles were available and how many people they could shuttle. We were told they wouldn't shuttle before 7:00 AM (the reason we stayed) until we talked to another person who said they always do. We were told the shuttle could only hold 7 people, so we also called an Uber for the extras. The shuttle wound up having 11 seats. We were able to all use the shuttle on our return as we advised them the shuttle has 11 seats.

Some staff were nice, others were not helpful at all. When we returned (jet lagged at 8:30 PM), we found two our our cars had very significant damage to them. There was a camera directly facing our cars and where the hit and run took place. We were told they didn't know how to operate the cameras and their response was we shouldn't have parked in the side parking lot (where we were told to park). They summoned their security officer and after 15 mins, they told us it was because he had to get dressed. At 30+ minutes, they told us he wasn't there and we should just call the manager after the 4th of July weekend and they'd have her apprised of the situation. There were more details that caused frustration with the incident, but I'll just leave it at that.

We drove home, filed a police report and contacted insurance. The police officer let me know if they got the make of the vehicle or license plate, he'd go investigate it. Since one of our cars was moved several feet due to the hit and run and the fact that there was red paint all over our cars, it would have been fairly easy to find it on the cameras. The manager essentially told me she was too busy to check cameras. I shared that we had some negative experiences with our stay and I would really like some support. She didn't have any interest in our experiences or how they could improve. This place is poorly operated that seems to stem from leadership or bad hiring/training. This is my first Google review... I'm sharing because our experience was that bad. I'll never stay there again under any...