DoubleTree by Hilton Hotel Portland — Hotel in Portland

I give 2-star for the good room and good restaurant staff. I am a regular customer of Hilton. I have always put Hilton as the first choice for all of my tours. I had very important work on August 22 in Portland, and as always I chose one of the Hilton hotels that are near to my working place. Finally, I chose DoubleTree by Hilton Hotel Portland, Oregon because I was satisfied with some Hilton places I used to go. The price I paid is $258.67/ night. I'm willing to pay with an expectation of a respectful and comfortable feeling to get a good result for my work. I knew the check-in time was 4:00 pm, but we arrived sooner than expected on August 21. We came to the hotel at nearly 2:00 pm. The front desk that I met is a slightly old woman with short blonde hair, white, and wearing glasses. She talked to me with no greeting, no smile, and a very bad attitude. When I told her my name and let her know that we came earlier, could we check in if there was any room available? She said no room now and to come back at the check-in time of 4:00 pm. We understood that this was not the time for check-in and asked her if we could leave our backpacks at the hotel, and hang out around. If there is a room available earlier than 4:00 pm, could she call us back? She kept saying no, she didn't want to write a list, she also didn't know when the room was available, and won't call the customers, telling us to come at the right time. I observed and didn't see that there were so many people around that she was overwhelmed with work pressure that can affect her attitude. I also sympathize because I think she may be old, so she sometimes is tired and unwell to check the room and call the guest. Then, I and my friend decided to stay and wait at the hotel, we sat on the sofa that were very close to her. I came and let her know that we won't go out, we sat here, so when there is a room available, please let us know. But she continued to say no, she won't do that with a very discriminatory and bad attitude. We were very unsatisfying. I cannot imagine that a famous 4-star hotel can have such an unprofessional, unfriendly, and unhelpful service attitude to guests like that. I thought she was unwell and unhappy, so I sympathize. But during the waiting time, I saw when the manager came in, she changed her attitude towards the guests who came to check in after us. She started to greet, talk and guide guests to check in. I saw she gave them snacks, water, and keys, and told them about amenities at the hotel. I knew there was a room available already, so she let some guests check in before 4:00 pm, but she still let us wait even though we always kept looking straight at her and the front desk. We came to the counter and check-in at 4:00 pm. And that once the manager was gone, she was back to treating us with the same bad attitude as at first. This is the first time I put a bad review on someone because this was never what I wanted. The purpose of that is just to let the manager go work with the receptionist to help her know how the customers feel and change her behavior to be more professional with all types of customers in the professional and famous...

TLDR: 2 stars overall as unfortunately customer service and billing really does hold a lot of the weight in the experience of your stay.

I picked doubletree as it was one of the options for the hotel block of the event i’m going to. I was swayed by the “comped parking” as I will be driving down.

Check in: When I arrive around 7 pm, the guy that checked us in was very cold and short. (And I used to work in customer service so I have extra amounts of grace when it comes to this) When we charge the card it was around $200 more than what was originally billed to us. We asked the reason why, and he said it’s due to the deposit. I had a bad feeling so I asked about Parking and whether or not it was comped, and he said Yes it was. We weren’t feeling great about his answer but we’re tired as it was a long drive getting there and we took his word for it (you can see where this is going).

Room and amenities: Our room was what we expected so there were no surprises. I agree with the other reviews overall about the rooms (comfortable bed, no microwave or fridge, pretty dated). The fitness center was pretty small but had what I need. The pool was actually pretty awesome- clean and heated. The breakfast was for an extra fee, it was just okay.

When we checked out it was with a different team and it went fine. They mentioned that the itemized bill will get sent to me via email and that we’re squared away to leave. This is where my biggest issue with them starts.

I got my itemized bill around 30 minutes later after I’ve already driven away, and of course, Parking fees were included on all days of my stay. I called them (as instructed on the email I got) and their front desk transferred me to their accounting team which unfortunately went to VM. The next day I called them again and the same thing happened. This streak went on for 3 days, and on one of the calls the front desk hung up on me after being on hold. All of which I had no call backs.

After a lot of run around and frustration, I got a hold of someone from the “feedback” team as I also reached out to them via email. They just confirmed that they started on the refund process for the parking fees today. In addition, they added a 3% Portland tourism fee to the grand total, and they said they couldn’t include that in the original charge as it’s technically not Tax. It’s annoying to get a surprise fee, and I wanted transparency from the start as this was a Business trip and it’s helpful to know all my expenses ahead of time.

I’ve stayed at a lot of hotels/bnbs for both work and vacations and I never had to fix a billing issue that takes THIS much effort, time and energy from me.

This was just a lot of headache and waste of my time for a hotel experience that is at best, mid. Mine was about parking, but yours could be about anything else that they accidentally added. I can’t imagine myself staying here again or any Doubletree, I recommend staying literally anywhere else...

Don't usually do a lot of reviews but... We arrived here for a softball tournament, Room was clean but sink wasn't draining very well. Our room was near the street with the train/ light rail system which was very noisy from early til late. Super disruptive. Our first night we had dinner at the one restraunt/bar and the lady was exceptionally rude to us the entire time until we got the checks when it was time to tip. She clearly couldn't handle groups. She couldn't figure out the tickets and got mad and basically threw a bunch of different tickets at us telling us to figure it out. We took our business elsewhere for lunch and dinner, we spent 2 different meals 2 different days without any issues at a McMenamins location nearby, which was great! The weekend was filled with softball families, as we all traveled here for a big tournament. This location opted to be a part of a stay to play and clearly couldn't handle it. No fridge or microwave in the room, you have to request it. After a couple calls earlier requesting the two and just believing they forgot, the guy brought them up at 11pm. Had to let him into the room and turn on the light while my 5 year old and family were sleeping. Then, We got a warning the last night because people were running in the hall, and were threatened by a security guard that we would get evicted if we didn't quiet down in the hallways after 10. We did what he asked, and he waited in the stairwell near our rooms til a little after 10 to bust us and tell us that we couldn't socialize in the halls basically. After a call to talk about the situation, If we were in our rooms it'd be fine. We were in an area where the block of rooms was our own team so there were no actual complaints after 10, just a bored security guard on a power trip. We wouldn't hang out downstairs because of the horrible dining/bar experience, but then we all couldn't hang out in the hall in our own room block with our doors open without our fellow security guard giving us a hard time. We even sat up the night before til 2am in the hallway laughing with no complaints. I'm sorry, but no I wouldn't stay here again. This is not a tournament friendly, or family friendly place. We had children here, and they gave us a hard time about the noise one night, which again we stopped when asked, but you can allow bums to dig through the trash in the parking garage near our cars, and we can't even go in the garage or into the elevators in the hotel with smelling pot with our kids. The breakfast was about the only okay thing about this place, which luckily we had tickets for because of our tournament/stay to play situation. Sorely disappointed about all of this and the amount of money spent with our team. We've stayed in worse places, and I've never written a review. This one was just hard to not say something. What a bummer of an experience for all the families that stayed here. We will look...