Hilton Garden Inn Portland Downtown Waterfront — Hotel in Portland

ZERO STARS IF I COULD....I was lost on foot in Portland late at night and was trying to locate my hotel and my Google Maps on my phone was not working. This hotel was the closest to me on foot so I stepped in the enclosed foyer and pressed the button to reception to ask for directions. I pressed the intercom button and said that I was lost and could I please get directions my hotel. I said that I knew that it wasn’t my hotel but was just looking to get directions.

The receptionist named Gerry asked if I had a key card to let myself in to which I explained that I didn’t because I was just asking for directions. He turned away from the intercom and said “...then I can’t help you”. I pressed the intercom button again and asked if he was serious but was ignored. I then asked for someone else to assist me but he blatantly ignored me again. A woman in the foyer witnessed this and offered me directions to my hotel for which I was thankful.

I can imagine the hotel staff sees all sorts of interesting things, especially at night in a city, so I understand it’s need for an intercom and locked doors. But again, I was only asking for directions, not to gain entrance.

I will never stay at this hotel because they employ people who are not willing to assist others regardless of where they are staying in the city. The receptionist treated me like I wasn’t worth helping and like I was bothering him.

I’m sure that after I post this, I’ll get an apology from Kim who will say something like “I’m sorry for your experience and we would like to make it up to you and we’ve spoken to our staff about customer service.....” which is simply damage control to the hotel she owns or manages.

If Kim wants to make an improvement to the hotel, she should train her staff on kindness.

The hotel I was trying to find was the Marriott Portland Downtown which is newly built, clean rooms and amazing customer service. I highly rate...

My wife and I were excited to stay here for its location in Portland. We arrived on a Thursday and had booked till Sunday, due to a major snow storm we had to leave Saturday. Let me begin by saying that the hotel was average, in all possible ways. The staff wasn’t rude, but they didn’t go out of their way to be nice, or to accommodate certain things. Most importantly our early check out. The room was nice, but not as nice as the expectations we had based on pictures online and the price (in January). The bed, well what can I say about the bed. It was pretty bad. The middle sunk in a lot, and you could feel every spring. The heat must automatically kick on every night because no matter how low we set it, it became hotter. I could go on, but I don’t want to nitpick every little thing. As I said before we had to leave early due to a snowstorm. I went down to ask about leaving early and was told we paid in advanced and we couldn’t get refunded. BUT if I would like to stay and speak to the manger who comes in at 3pm, maybe he could help. There was no manager at 10am on a Saturday...only a younger kid who seemed new. I went up to my room and called Hilton corporate. They gave me instructions and told me to tell the front desk (A,B,C) I’d there were any problems. The kid at the front desk still said he didn’t know. And that if corporate said ok, then it must be ok. After a couple days I checked in to see if everything went as I was told it would. My wife received an email and the manger basically said they refunded us based on the storm conditions as a curtosy and they normal can’t with pre payment. And as for the (A,B,C) instructing that CORPRATE gave me to give them, we were told don’t exist. So I don’t know if this particular Hilton goes by their own rules or not, who knows? Next time we go to Portland we’ll prolly stay at the home 2 suites. The location isn’t as nice, but it’s a lot cheaper, and has...

If it weren't for the pandemic, I'd probably give this hotel 5 stars. (4, at the very minimum.) The staff is REALLY friendly (every single one of them with whom I spoke), the room was clean, nice, and comfortable, and the location was convenient. The view, which we thought would be waterfront, was actually just the parking garage (we were on the 4th floor), which I'm willing to look past; it was only mildly disappointing. But as we were walking to our room, there were 2 individuals cleaning another room with the door open and one of the individuals was not wearing his mask at all. There were 2 individuals (guests, I assume) in the lobby sitting right in front of the front desk, without masks on, and the front desk staff did not seem to care. And lastly, the valets did not take many precautions while parking the car (they require valet parking, which they charge a nightly fee for, so we had no choice) -- yes they wore masks but no gloves, did not wipe down the car at all, did not keep windows open while driving, and the cherry on top was when I went to get into the passenger seat to leave after checking out, my seat was moved all the way up and they muted the radio. There was NO reason for them to touch anything but the driver's side area, what was absolutely necessary to drive. Deal with listening to some music you don't love for 5min while you park, and touch as little as humanly possible. There certainly was absolutely NO reason for anyone to be in the passenger side or touching the passenger seat controls. And it cannot be that difficult, if you're charging $25/night, to use one sanitizing wipe after you're done driving someone else's car as...