Canopy by Hilton Portland Pearl District — Hotel in Portland

I spend 100+ nights per year in all levels of hotels and maintain diamond status. We're middle aged, not high maintenance and I travel to Portland almost monthly. Additionally due to my industry/company, I was required to travel during the entire COVID nightmare. I totally understand the challenges and changes the pandemic brought to hotels and have a great deal of respect for the hospitality industry as a whole.

However negative, my experience & review is honest.

The positives first: Property looks well cared for and clean. Room was functional and laid out well. Excellent gym on the 11th floor. Location is ideal for all Pearl District activities with lots of available street parking. Bar staff were friendly/engaging and knowledgeable of the area.

It goes downhill from here: Arrived at 3:15 which was communicated previously twice to staff. The lobby/reception is just a desk next to the front door.

"Ren" at front desk was not friendly. Told us the room was made up but needed to be inspected. Waited 30 minutes; went back to Ren to be told the room wasn't to the "Canopy standard". Waited another 30 minutes. During this time other guests told us they were short staffed? Also saw two maids collect what looked like there pay checks from the front desk? Was finally checked-in by another desk agent; told nothing about the property nor was my diamond status acknowledged.

Front desk in general not friendly and lacking professionalism. Staff wear common street clothes; difficult to identify and looks sloppy. Walked past countless times in four days and was never smiled at; spoken to with a hello or anything. However people on their phones all the time...

Made three requests for extra pillows and the 3rd time was the charm.

80+ degrees for a couple days in Portland and the air conditioning in room was barely functional which was addressed three times with no recourse. First time engineering showed up with us in in the room. Left for 4 hours, came back, still not working, called the front desk, they said engineering didn't addressed it yet, they had no idea he was actually there earlier. Said he'd come back. I told them to relocate us to another room if it could be fixed. Another 4 hours, still not working, called the front desk, said they'd get back to me ASAP and nothing. Could not sleep it was so hot. Other guests complaining about it being too hot.

Day two asked about the room being made up as no info was provided at check-in. Was told due to staffing issues rooms would not be made up unless requested each day? This was a total lie. Day three no request and magically a maid showed up?

Lack of security; anyone as access to restrooms, elevators, all floors and no elevator cameras. No visible security persons; only valet and front desk person...

Restaurant sucked! (not bar) No pancakes, French toast, waffles or baked goods available for breakfast two mornings? Coffee cups, milk, creamer missing one morning? No water glasses a couple mornings? No one to clear tables for nearly 1 hour? One evening at 5:00pm out of menu items too?

Unlike other Canopy's; no tastings/drinks offered in the evening, nothing identifiable as a regional/local anything either...

In conclusion: This Canopy truly failed on delivering what the brand says it's about. Sad because we had excellent experiences at other Canopy's. In it's current state, I would exhaust all other Hilton and Marriott brands before staying at this...

Edit #2: finally this saga is over. Three months later and I have finally been reimbursed by Towne Park Valet for my out of pocket expenses. I am giving another star to the review to reflect the management’s responsiveness- it made a big difference in getting this resolved and approving my claim. Because the room situation with the broken a/c and the location basically right next to the druggie park is a wild card, I would just say, use caution. I was told they would no longer allow the valet to park at the problem lot but who knows… man, Portland has really gone downhill. It’s sad.

EDIT/UPDATE: The GM has committed to helping me resolve this with the valet company... the personal contact from Klint is refreshing. Will edit/delete further once this situation is over.

Well, I was so looking forward to visiting my daughter in Portland. And I thought, hey, I’m a Hilton Honors member and this appears to be a nice hotel - oops! Turned out to be one of the worst hotel experiences I’ve ever had. We arrived late, around 9:30 pm, there’s no self parking, just street parking (no way) or valet for $55/night. Put a pin in that… We get to the room and even though the wall display says the a/c is on and set at 66, we can feel hot air pumping out of the vent. We call and are told that sometimes this happens (??) and they’ll send up a fan and have maintenance go “to the boiler room” and manually set our room temp. By 11:30pm, we are hot, exhausted, and no fan was sent up. We tried to sleep but by 7am we couldn’t be in the room any more, and our phone app said it was over 80 degrees in the room. Oh and also the shower leaked and made a huge puddle that ran across the bathroom, under the door, and into the entry of the room. Step out in the hall and it’s like 15 degrees cooler. We go down to cancel our second night and think we need to find another place. The front desk clerk assures me they can put us in another room and promises the a/c will work. Next morning, on Labor Day, we go to check out, hand them the valet ticket. We have a long drive back to CA. 45 minutes later, no car. They’ve told us “oh it’s in an alternate parking that’s farther away so we have to send someone” - when I checked another 15 minutes later the valet says “well, good news we have your car out front, bad news is it got broken into and the window is smashed out.” He says he’s sorry, but also “unfortunately this happens all the time” - I mean, what???? Then the hotel clerk says “well it’s not us, the valet is third party, and it wasn’t supposed to be at the other lot, they parked it there and didn’t tell us” … so the buck passing begins. When we went to the garage they had parked my car in, there’s NO gate, no security, it’s a public parking garage that charges $20/day, there’s glass everywhere telling us break ins are common in this garage, but the valet, who had custody of our car, parked it there anyway. So a week later, I’m home after driving a rental back to CA, and my car is waiting for repairs still in Portland. How am I getting it home? Good question. Hilton tells me I need to claim against the valet, which I am, but of course they are trying to duck me. ultimately I hold Hilton responsible because they are the ones who contract with the valet, and the $55 charge goes on the hotel bill. Hilton just wants to light their reputation on fire I guess. They took the charges off my bill, but other than that, no...

Edit: I am a Hilton honors member and contacted Hilton directly. After about 2 months of back and forth, they made it right. Thanks, Hilton. I'll continue to be a member. On the other hand, the hotel manager emailed me but never followed up after I responded.

Just got back from my trip to Oregon and I'm still mad at the service from this hotel! I am not one to complain about the small stuff. No conditioner in the shower, no toilet paper on the roll, the tiniest amount of coffee from the coffee maker (and I mean like 1 ounce gets spit out). Ok, no problem. Things happen and we just go with it. However, I chose this hotel from dozens of options in the area. It seems like it got good reviews and is very modern with a great location. But oh how wrong I was. A week before arriving, I called to tell them that I will be arriving after midnight. They said no problem and will note that in my reservation. We arrived around 2am as our flight was delayed significantly. When checking in, I asked about my breakfast that was included in my rate. The front desk person said I didn't have breakfast included. I had to show him on my Hilton app. Why is my app and this hotel's reservation system not linked? Ok, no big deal. Then, I confirmed that I have 2 queen beds in my room. That's when he said no, you only have a King bed. Whaat? I booked this months ago! I showed him the email that I printed out at home showing 2 queen beds. He shrugged and said well this shows 1 King. No suggestions, no comps, no care, not even an "I'm sorry but we don't have anything." What am I going to do at 2 am? They already charged my credit card. Too late to cancel this room. They are charging me $300 for a room that should have 2 queens. I had my husband, myself, and my 16-year-old son. We all cannot fit on a king. So, my husband slept on the concrete floor. Yes, you read that right. I paid $300 for a room so my husband to sleep on the ground. I might as well have slept outside on the sidewalk. I did not want to go into a rage but I was so upset. I said, "Can we at least get bedding for him?" He said, "Oh, I guess we can do that." What the heck. Oh, and no couch in the room for him to sleep on. So, if you want a good location, but seriously the least caring staff in the world, here's the place. They barely look you in the eye while taking your money and screwing you out of the room that you booked. My guess is someone assumed we were not going to check in and gave our 2 queen bedroom away. The next morning as I was checking out, I was asked how my stay was. I said, "you really don't want to know." And she really didn't. No follow-up, nothing. TripAdvisor shows great reviews, but go look at the Google reviews. Those are more realistic. So many people complain about the service. Hilton needs to reconsider putting their name next to this awful, dated, and lacking customer service hotel. The only shout-out was to our valet guy who was friendly and helpful! We gave him a great tip! Everyone else acts like a zombie and you are bothering them. Oh, as a comp, I got free valet parking. I would have paid for the overpriced valet happily to have a bed for all of us to sleep on. I did not let it ruin my trip, but really, look for another hotel!...