Holiday Inn Express & Suites Portland-Jantzen Beach by IHG — Hotel in Portland

The hotel is in a poor location, and by poor I mean homeless and pot holes. Upon arrival we were informed that all amenities and hot breakfast was not available due to covid, however, it was still advertised on the website, and since lots of local restaurants were open our family was expecting amenities as advertised, and actually choose the hotel for those reasons as a family. The room was ok, and had a view of the asphalt roof (there are zero rooms per hotel staff with any type of view). I thought to myself since this was our first outing in awhile and all the amenities were closed, I would go downstairs after check in and request one of the rooms with a jacuzzi tub I saw in the hotel pictures for my fiance because she loves them. They then told me that all of those rooms were not available due to renovation. Ok. So we sleep the first night. Really great mattresses. So comfortable. I think we're going to buy one. We wake and shower, I go to shave and the bathroom sink is clogged, and little pieces of someone else's hair were coming up out of the sink while it's open and filling. I had to finish my shave half in the shower and back and forth to the mirror. I called and told the front desk, got everything in order in the room for turnover service and for them to make repairs then got the kids from their room and went to the beach. When we got back the sink was still clogged, no turnover was done, no new coffee or sheets. I had left a couple bucks on the counter for tip though, that was gone and AC was shut off. It was too late and we were too tired to care. I went down in morning and asked about the bathroom sink repair and the woman said she'd called our room to let us know the repairs weren't going to happen and move our rooms, I asked why she called our room and not either of our cell phones? She just looked confused. I then asked her for some coffee for the room because no turnover service had happened, she then said that someone should have explained to us that because of covid they do not clean or replenish the rooms to limit exposure. I figured as much, but that's truly garbage. If the same people clean the room in the first place properly and work with sanitation in mind then they can do it again, with sanitation in mind just the same. Well, that's our two room two day stay...

Our family enjoyed our stay at the hotel. First impression, wonderful. The check in staff member was very helpful and was able to get us into a suite for 2 of our 3 nights stay. She helped with info on where the best place to watch the fireworks show was (4th of July) and was very patient with our room change. Downside was when we confirmed our room was booked out by another guest the third night we were told they must have canceled and we could stay. That was not the case and we had to rush out of our suite and into a smaller room so that the staff could prepare it for the guest that was checking in. The breakfast was never stocked when we went in. It didn't matter what time in the morning we went. There was one attendant and she was very rude. I arrived at 9:30 with my kids. Breakfast ended at 10. The pancakes were gone, the cinnamon roles were gone, the "hot food" whatever it was was gone, one bagel, empty coffee. There were no seats and we were told we would be best off grabbing our food and taking it to our room. We waited hoping the food would be restocked while we waited for a seat. The seat opened and that wasn't the case. I asked if she would refill the pancakes and she stated it would take too long and they were closing soon. I asked about the cinnamon roles. She said she would put some out. She did, I went to get some for my kids and was scolded that they needed to heat first. I went to our seat and buttered the one bagel we grabbed. I look over and the rolls were gone. The other hungry guests that arrived after 9:30 snatched them up. No refill. My kids retreated to the room where we had snacks I stayed and opened a small yogurt and filled my cup with decaf coffee. I sat to eat my yogurt when the attendant said I quote "you guys can watch tv in your rooms, I am closed and need to clean" and then she turned off the tv. Myself and the other families that finally sat to eat what little food we could get were kicked off of our tables. That was enough to make the stay a sour. The only other bump was our second room that had to queen beds stayed very warm as the bed close to the air conditioning unit blocked the airflow, poor planning there. Everything else was nice. The rooms clean, the lobby and pool clean, the staff other then the breakfast...

On one night I returned to the hotel at approximately 5pm. I found the house cleaning staff in the hallway not yet done with their work. They were standing around talking and not getting anything done. I had to ask on of them to please step aside so I could get to my room door three times and was sneered at and given dirty looks by the staff for interrupting them. The house cleaning staff was in the hall vacuuming and talking loudly until at least 5:30 pm. I left at that point because it was too noisy to relax.

Another morning I went to the “Great Room” for breakfast. Every time I tried to step up to the counter to get something one of the staff members would push in front of me and start moving things around. I also observed that I was not the only person this individual did this too. When I finally got to the pancake machine the individual disconnected it as soon as I pushed the button. She restarted the machine and stepped away so I tried to get pancakes. At this point the staff member pushed in front of me yet again and disconnected the machine again. I put my food down on the counter and left to get breakfast elsewhere.

The next morning I was still asleep and did not need to be up for at least another hour and a half when I was rudely awaken. The kitchen area for the great room was next to my guest room. Someone apparently decided that the kitchen needed to be used as their own personal drum set. I could hear someone beating on the sink and pounding pans together for about 45 minutes.

After these incidents I seriously doubt that the staff at this location have even the vaguest idea what the term customer service even means.

The response to my issues was to be given 5,000 rewards club membership points. Upon looking at the program I realize that 5,000 points are worth...