Country Inn & Suites by Radisson, Portland International Airport, OR — Hotel in Portland

The Disgusting Pool and Hot Tub: A Recurring Nightmare

It's deeply concerning that the pool and hot tub remain in a state of disrepair, particularly after I had already brought this to their attention (during a previous stay). The presence of hair both around and in the water is not only unhygienic but frankly, quite repulsive. This speaks volumes about the lack of proper cleaning and maintenance in a key amenity that many guests look forward to using. For a hotel to repeatedly fail in this basic aspect of cleanliness is simply unacceptable. It makes you wonder what other areas might be neglected.

A Pattern of Neglect: Ignoring Guest Complaints

The fact that the issue wasn't rectified after my previous complaint is perhaps the most troubling aspect of this situation. It suggests a disregard for guest feedback and a lack of commitment to providing a clean and enjoyable environment. When guests take the time to voice their concerns, they expect to see some form of action or improvement. To be met with the same problem on a return visit indicates a systemic issue that needs to be addressed by the hotel management.

Beyond the Pool: Lingering Concerns

While the state of the pool and hot tub seems to be the primary source of your disappointment, it's natural to wonder if this lack of attention to cleanliness extends to other areas of the hotel. Were the common areas well-maintained? What was the state of your guest room? Did the overall service reflect this same level of neglect? These are important questions that arise when a core amenity is so poorly managed.

The Impact on Your Stay:

A dirty and unusable pool and hot tub can significantly detract from the overall hotel experience. For many, these amenities offer a chance to unwind and relax. When they are in such a state, it eliminates a key benefit of choosing a hotel with these features. It's understandable that this would lead to a feeling of dissatisfaction and a sense that you didn't get what you paid for.

In Conclusion:

My experience at the Country Inn & Suites was deeply disappointing, especially given that it was a recurring issue. The state of the pool and hot tub is unacceptable and the lack of action after my initial complaint is even more concerning. It's a shame that what should have been a pleasant stay was marred by such a fundamental lapse in hygiene and maintenance. UPDATE: The Manager's Response "Dear Ms. Leiby,

Thank you for your formal complaint and observations. I can assure you that our pool and spa do not represent the unsanitary nor un usable conditions that you have described. We conduct multiple Ph readings of our pool and spa each and every day for the acceptable chemical balance vitally important for a pool and spa. Every County health inspection each quarter has received a passing grade, and they are extremely diligent in their job for health standards. The pool and spa are filter trained each and every morning for surface debris. Unfortunately, we cannot prevent hair in the pool or surrounding areas as you describe. Our Housekeeping Department also services the pool area each and every morning with fresh towels, while removing the used towels. We have never received a complaint from any guest about either our pool or spa, although some have mentioned the "appearance" of the spa, which we are aware of. The paint that was used years ago was not the right paint and thus its peeling makes the appearance of the spa unattractive and possibly unhealthy. I will certainly advise our Engineering to focus on floating and accumulating hair, and to make notes in their daily log of their findings and corrective actions. Your previous complaint was not ignored, and was addressed.

Terry...

How to Transform a Five-Star Experience into a One-Star

The true measure of a great company lies not in what it does right, but what it does right when things go wrong. With over three and a half decades of experience in customer service within the travel industry, where unforeseen circumstances are commonplace, I have witnessed firsthand the importance of de-escalating situations when customers become frustrated. A practical approach to this is the L.A.S.T. model: Listen, Apologize, Solve, Thank. Unfortunately, this approach was not followed by one of the front desk agents when a washing machine malfunctioned. The issue arose due to the presence of two washing machines and a single dryer, which can be frustrating, especially for guests who have had a long day. The additional wait time for the single dryer was compounded by the washing machine becoming stuck after draining the wash cycle. I attempted to explain the situation to the front desk agent, but she failed to listen. She maintained that the issue was related to the drain cycle, which I was fully aware of. My boyfriend eventually resolved the problem by flipping the cycle switch to the eco cycle, which caused the lid to lock but did not illuminate the cycle light indicators. I emphasized the importance of providing specific information to the appliance repair technician to prevent similar issues from affecting other guests. However, she appeared perplexed, as the machine appeared to be functioning. After checking out, I decided to speak with the general manager, Terry Lawrence, to bring the matter to his attention. When I requested to speak to him, I was informed that he was in a meeting and could they take my number so that he could call me. While this would normally suffice, the “meeting” he was having was open door, which is a clear indication of availability. To me, this suggested that he was deliberately avoiding my request. He eventually emerged from the room in a brusque and unfriendly manner. My primary concern shifted from the front desk agent to the general manager. I attempted to convey my frustration with the situation, but his response was stony and cold. He inquired if I had checked out, to which I replied, “Yes”. His final statement was, “We’re done here.” In light of the aforementioned, here is a detailed explanation of how the L.A.S.T. model could have been effectively employed: Listen Actively and Patiently: Pay meticulous attention to the customer’s concerns. Empathize with their frustration, particularly in the case of the malfunctioning washing machine. Avoid personalizing the situation. Apologize with Empathy: Offer a sincere apology for the inconvenience caused. Express gratitude for bringing the matter to our attention. Solve the Problem : Initiate immediate action to resolve the issue. Schedule a follow-up appointment with the repair technician. Maintain open communication with the front desk agent to coordinate the customer service resolution process. Thank the Customer: Express gratitude to the customer for their patience and loyalty as a platinum member. Acknowledge their appreciation for the hotel’s amenities, such as the excellent breakfast buffet. Consequences of Neglecting Customer Service: By failing to implement the L.A.S.T. model or similar customer service resolution techniques, the hotel’s initial 5-star rating was tarnished to a 1-star rating. Future Prospects: While I have experienced a highly unsatisfactory situation, I intend to continue patronizing Choice hotels, albeit not at this particular...

Country Inn is now part of Choice. I was reviewing pictures and noticed that I never wrote a review of our stay here starting on August 23, 2024. ||Over the years, we have stayed here and received first class service ALWAYS. However, since the location has changed ownership, we found that the front desk was being managed by a young, high school student, who was not able to answer any questions about the airport since he stated that he was never there. He billed us for parking when we already told him that we returned our rental car. Nobody in housekeeping knew a word of English to communicate needs. I cannot find my one picture of the computer desk chair that was so worn on the arms and seat back that looked like it was taken out of the dumpster. Our shuttle bus seating was so filthy that you can tell from the picture that it was overdue to be washed. The facility only had you register that you were a guest there to park. Now, with the new ownership, they charge a nightly fee without mentioning one word about the fee until you are there registering. If you stay seven days, that adds $70 to your bill.||I am sure that the pride that the previous employees had over the years has now been replaced with lower salaried employees. Since ownership has changed, even the breakfast assistance has changed. Needed refills are given no attention. Later, I needed to go back to the airport. I was given a number to call when the shuttle should return me. the front desk told me that when I called to be picked up, I would be given directions as to where to be picked up. When done, the call went to an out-of-the-country calling center, who had no idea of the airport in Portland as to where I needed to meet the van to go back to the hotel. She sent me to the wrong location to even catch the van when I was done. Luckily, a courteous, police officer at the airport very politely directed me to the right spot. When I arrived back at the hotel, the person on duty stated that the calls never come to the hotel desk now so they never know when a person is using the shuttle to get back to the hotel. Great organization!||It is very evident to me that the quality of service has dropped significantly at a former, first class hotel! Management needs to reevaluate this hotel for training and...