Hampton Inn & Suites Portland West — Hotel in Portland

DO NOT STAY! HOTEL HAS BED BUGS!!! My family and I booked three rooms for a one night stay at Hampton Inn & Suites Portland West located at 1210 Brington ave Portland, ME 04102 for the night of August 1st, 2021. We checked in early afternoon. After an hour in accommodating ourselves into room 325, where my husband and I intended to stay the night, we found a mold filled slice of pizza in the mini fridge. We called front desk and it was taken care of immediately. We were satisfied, a mistake can happen and everything else seemed right. What I haven’t been able to withstand is experience in room 325 and the poor professionalism from the staff, which I will explain in the next words in detail. Around the times of 1:30am-200am Monday august 2nd, I wake up from the bed to an uncomfortable warm to hot itchy sensation on my right upper and rear part of her leg, after accessing the hives I saw, we thought it could be bites from insects. We searched the bed and found an insect and a spot. The bites and how the insect look led us to believe it was a bed bug. I then called front desk and what happens next is inhuman and troubling to the Hilton’s image of customer service. My husband spoke with AJ on the phone. AJ was evasive and questioned our judgement, after being explained what happened. In his own words, AJ said, how come we didn’t noticed the bed bugs during the day. I asked for him to come to the room but his answer was he couldn’t leave the front desk. I then requested to speak to the manager. AJ calls me back to the room telephone as we’re getting ready to leave room 325. We did not feel safe staying more time. On the phone with AJ, he expresses no concern as he tells us there’s nothing he can do, he has no more available rooms, he can not accommodate us no where else, we were welcome to stay or leave as we please and the manager comes in later at 3pm. We gathered our belongings and went down to the lobby where we spent the next hour trying to think up a possible solution and outcome for my bites and our stay for the rest of the night. AJ refused my request of work phone numbers and emails of anyone else that could help. In his own words he said Wendy the manager was new and she didn’t have an email and that we wouldn’t call her because she’s home, but at the time of the incident when I called him from the room, he said he had spoken to her about the situation, which I find hard to believe that an hour later from the incident, the manager can no longer be called. I was in pain from the bites, we bought water and claritin (first pack AJ handed to my husband were four month expired) I was hoping that would make it better for the time being. We then left to our car parked at the lot to spend the rest of the morning. The rest of my family were in the rooms. My husband went back into the lobby to request an incident report, AJ creates a theatrical piece where he shuffles some papers looking for an incident report that he never created and no one else could of made because he was the only staff present. My husband went back to breakfast after that. When we came back someone else was at the front desk, a short lady. My husband explained what happened but she also denied help saying she had no incident report and no work numbers or emails to anyone above her. She had me write up an incident report on a paper printer page. My husband left his phone contact information with front desk. It is now Wednesday morning. We haven’t yet been reached for help by anyone at Hilton. I have pictures on the bites on my body, pictures of the bug we found, a video of the room and stain on the sheet, video of the last conversation with AJ, a picture of the incident I was asked to write up. We are in the process of filing a report with the local department of health. We are also in talks with legal...

The positives about this Hampton Inn is that the rooms were large, clean, and the beds were comfortable. It stopped there. I reserved a handicap accessible room with a tub as I was traveling with a disabled adult. The room was large as they always are, but the room was full of flaws. The refrigerator did not work. The sliding barn door to the bathroom was not only heavy but screeched terribly when you tried to close it or open it. I asked for a quieter room on the top floor. I was given a Corner room so that the front of the room faced the main drag, the side of the room faced I- 95. Very noisy night with very little sleep. The breakfast was sad. It sign that it was on a Simplified breakfast. We’ve been traveling for eight weeks and I’ve stayed and dozens of Hampton Inn , this breakfast by far was the worst. Number one there was only half the amount of things that are normal Hampton Inn even offers, what was there was not great, there was one bagel in the bin, the selection was meager and the person that was supposed to be taken care of the breakfast was nowhere to be found. The same thing cost just as much is some of the better ones we stayed in another states so I’m not sure what the difference was. When we reported all of the issues with the room when we checked in the lady said OK I’ll let someone know. We were never offered another room normally offered any sort of help with the door or the refrigerator. Definitely not worth a stop. Go down two more exits and there are dozens of hotels that while they are a little bit more expensive or a whole lot nicer than this one. I’m really surprised as this looks like a newer property. Like I said the beginning the hotel is beautiful but the amenities are certainly not worth the price. Update: when we checked out in the morning we asked if everything we complained about the night before had been written down and it had not. The morning front desk clerk said I will speak to my manager about this we stood there and nothing happened. We finally just left. Will be...

Room was clean and well tidied. Bed was comfortable! Breakfast was good for free breakfast. (Standard Hampton Inn breakfast, you know what you're getting.) That's the important part, so I'll get it out of the way. Hotel was nicely kept.

In the past I've given 4 or even 5 stars to a hotel as long as it has clean rooms and a comfortable bed. But honestly some modern hotel choices are starting to upset me.

Bathroom door doesn't actually close. It's just a sliding door that you can see light around on every side, even when "closed." Many hotels do this now, and every one of them should be fired into the sun. No one sane has ever liked this idea. "I liked the bathroom, but the door closed and made me feel separated from my family. I sure wish there was less in between me and my girl while I was using the toilet!" Who says that?

TV on the side of the room, pointed away from the bed. I know that the point of a trip isn't usually to spend all your time watching TV, but the TV is there because people want it, right? So why make it nearly impossible to watch? Maybe the person on the right side of the bed could see it, but not the left. And yes, there's a couch. How often do you go to a hotel and sit on the couch to watch TV?

Those are my main two negatives. I might be being overly harsh here because I don't understand why so many hotels are doing this now (especially the bathroom door thing). But man.

There are many charging areas to use. Each side of the bed has two outlets as well as two USB charging ports. Unfortunately, the panel on the left side of the bed didn't work at all: both outlets and both USB plugs were powerless. The outlets on the other side of the bed worked, but the USB ports didn't.

Oh! One good positive. I almost increased the score to 4/5 for this. The controls for the shower are on the opposite side of the stall from the shower itself, letting you reach in and control the shower without soaking yourself in freezing water....