Hyatt Place Portland Airport/Cascade Station — Hotel in Portland

My stay at this Hyatt Place was very disappointing. Upon check-in, the staff was friendly. I was initially given a room on the second floor, so I asked the clerk if she could change my room to a higher floor, so she gave me a room on the fourth floor. I would later regret asking for a higher room.

Our room was mostly clean, I did notice some random hair in the bed, as well as in the bath tub. The bathtub is slightly slanted toward the drain, and during my shower the tub got very slippery. I ended up slipping and falling down really hard in the shower. I came really close to hitting my head on the end of the tub. After my shower, I called the front desk to report my fall so management could know how slippery the bathtub gets for the safety of future guests. However, the desk clerk didn’t seem at all concerned. She casually apologized for my fall and asked me if I wanted a cookie to help me feel better.

After my fall, my daughter put a hand towel on the shower floor for grip. She said the hand towel really helped.

After our showers we got in the beds. Unfortunately, the guests in the room directly above us had young children running around the room jumping off and on the beds for hours. I called to report it to the front desk. I was told they would contact the room, one hour later the noise continued, so I went down to the front desk to request a move to another room. The desk clerk looked flushed and said she was busy with guests checking in. I told her the noise was extremely loud and we couldn't sleep because of it. I asked if she could please move us to a different room. She replied “No, you don’t have to move” and told me she would go knock on the door and tell them to quiet down. I went back to our room and 45 minutes later the noise continued with kids jumping on and off the beds and running around the room. I called the front desk AGAIN to report the noise, by this time it was well after 11pm which was after 1am in the time zone I live in. When the desk clerk answered my call, I could tell she was very frustrated with my calling again to complain. She sighed deeply when she answered my call. She said she would try to contact them again. About 12:30am, the noise stopped, However, it continued again at 6:30am. We couldn’t sleep with all of the noise, so we just got up and got dressed and ready to leave.

We were supposed to stay at this Hyatt Place for two nights, however, I chose to check out one day early and went to the nearest Hyatt House instead. I just couldn’t risk another night of lost sleep and all the noise. When I went to check out, I told the desk clerk about the noise and my experience in my room the night before, she didn’t seem to bother to suggest to move us to another room. I asked her about other Hyatt’s in the area and she gladly recommended the Hyatt House to me. I immediately called the Hyatt House and booked my last night in Portland there.

In regards to the breakfast. I only had a cup of coffee; however, both of my kids had the boxed meal. The breakfast consisted of eggs, sausage, and potatoes. My son is vegetarian so he picked out the sausage. They both said the eggs were tasty, however, the rest of the meal was not very good as the potatoes were cold and hard. My daughter said the sausage was cold, greasy, and not very tasty. The breakfast area was clean, and the breakfast staff was friendly.

Overall, my bath tub fall was unpleasant, and I ended up with some bruising and a sore back for a couple of days, but I’m fine. My entire negative experience was mostly based on the lack of care the desk clerk had when I reported the noise above me. I felt like she couldn’t be bothered to make sure we were comfortable in our room. I understand that this is a hotel and there will be some noise, but I didn’t expect to hear something that sounded like two baby elephants running around the room above me for hours into the night. The whole experience could’ve been improved if the desk clerk just switched me to a different room as I requested after the second complaint. I will not...

I stayed at PDX airport Hyatt hotel on August 2nd, 2024, and unfortunately, my experience was far from what I expected. From start to finish, the stay was marred by frustrating and avoidable issues.

It all began with a problem updating my credit card information after my original card was compromised. I received an email instructing me to call the hotel for a form to update my card. This was confusing—why not just send the form directly in the first place? When I replied asking for the form, it was sent, but it looked outdated and asked for a lot of unnecessary information. It felt more like filling out a DMV form than updating a payment method.

To avoid more hassle, I decided to call the hotel directly to update my card. Unfortunately, they refused to take the information over the phone, even though the email clearly stated that my reservation would be canceled if my card wasn't updated by 11pm. The person I spoke with assured me my reservation would not be canceled despite what the email said. It was stressful, to say the least.

When I arrived at the hotel, the check-in process was painfully slow, taking over 15 minutes just to take my payment and assign a room. Things got worse when I discovered that the room I was given wasn't what I had reserved. I had specifically booked a room with a bathtub, but the one assigned to me only had a walk-in shower. After another long wait at the front desk, they finally switched me to the correct room, only for me to find out that the key cards didn’t work. This meant yet another trip back to the front desk.

The most frustrating part of my experience came after checkout. I noticed that Hyatt had attempted to charge my credit card ten times. Eight of those charges failed, but two went through, resulting in a double charge. When I called Hyatt to resolve this, they insisted I had only been charged once, even though my credit card statement clearly showed two charges. They suggested waiting seven days to see if the charges would "resolve themselves," but after waiting twelve days, the problem was still not fixed. I had to go through the hassle of contacting my credit card company, who confirmed I had indeed been charged twice. Despite this, Hyatt continued to deny the issue. I ended up having to dispute the transaction.

In total, this experience wasted several hours of my time and caused a lot of unnecessary stress. The customer service was poor, with little regard for the inconvenience I faced.

On a positive note, once I finally got into the correct room, it was comfortable, but that’s about the only thing that met my expectations.

I hope Hyatt takes this feedback seriously and improves their customer service and credit card update process. This experience was disappointing, to say the least, and I’ll think twice before booking with Hyatt again.

UPDATED 2024-08-29: A couple days after posting this review the general manager, Tyler Terrell, reached out to me and said he would personally look into this. A couple days later he emailed me saying he had figured out what happened and issued me a refund. A few days after that the refund came through and I canceled my credit card dispute. I received 7,500 Hyatt points as an apology. I'm glad Hyatt made it right, but still frustrated that I wasted over 5 hours of time as a result of this booking. I feel like a business as big and well established at Hyatt shouldn't have trouble getting people in the right rooms, charging cards, or issuing refunds for...

Stayed at Hyatt Place PDX Airport last weekend 07/25-07/27. We thought the hotel was CLEAN and well kept upon arrival, rooms were clean, the initial 2 ladies at front desk upon arrival on Friday were very down-to-earth, kind and provided great customer service. Though, unfortunately on Saturday was woken to a fire alarm, and the gentlemen at front desk was pretty clueless on how to deactivate it and told us false alarm with apparently a false reason for the alarm, He seemed as though he very much needed some coaching or training on how to handle a fire alarm situation, which is a bit unnerving. Then unbeknownst to me, they charge now for the small morning buffet breakfast bar now at all Hyatt Place Hotels as I was advised, as that was never mentioned to me, even by the young host taking our room number at the breakfast bar (which was new). Management was gracious in working with me on this, though made sure I was advised that it was posted everywhere around the lobby of hotel and online. In full disclosure I am a Global Travel Advisor, there on business & leisure, and Hyatt is one of my top choices in the U.S. and I have NEVER been charged for their breakfast buffet anywhere. It looks like it is NEW as of May 2025, with very mixed unclear information on Hyatt and the web. Though, in all accountability this was my bad for not reading all the signs in the lobby as this was a fast and furious rushed trip, and I was completely unaware of this NEW change. Though no one ever mentioned this once either, which I kinda would have expected, though I digress as I am a detail fanatic, and I missed this completely.

In my own personal opinion I am a bit surprised and shocked at this decision by Hyatt Place Hotels as a whole! As was the little breakfast buffet convenient in a pinch when rushing off to a meeting?? YES!! Though, is the quality of the breakfast options (powdered dehydrated or liquid eggs, and concentrated juice) really have enough value to charge for, I would say ABSOLUTELY NOT. This trip I was unable to even eat it, as my quiche type egg bite sampling that I had never seen was burnt yet still served. :( I think they charged $11. per person, which I do not feel has the value of even $5 per person (just my opinion, if they used fresh eggs we can talk, or made to order or omelette station). So Hyatt Place essentially just took away another small value or amenity in 2025 from its Guests, that so many companies are doing (ex. Southwest and their new baggage fees) in my opinion to their detriment, so as to become just another Hotel chain, rather than one that sticks out for the Diverse Amenity offering which is who they have been for Me and my clients for years. I mean EVERYONE's Rewards/Loyalty programs have become worthless ( including World Of Hyatt) unless you are a 100% corporate traveler that is traveling a dozen plus times a year...Though that is who Hyatt Place wants to attract and was built for so again I digress. I hope in the future they re-think their poor decision to charge for their small breakfast offering or dramatically increase the quality of that offering. I still recommend the Hyatt Place Portland Airport/Cascade Station for a clean comfortable place to stay, though I CAN'T recommend spending anything for the Breakfast Bar offering, when you are surrounded by a ton of excellent breakfast restaurants with some...