Red Lion Hotel Portland Airport — Hotel in Portland

This hotel purposely engages in false advertising & charges hidden fees. I called this location to make a reservation for 5/17/24 & I made it clear that I have a severe allergy to cigarette smoke & I explained that it is very important that the room is non-smoking. The clerk stated "all of our rooms are non-smoking." I also asked for a break down of all charges when she quoted $135. |I was told that price included the charge for my dog. |The clerk didn't mention that they also charge for parking & for leaving & entering the parking lot at a hotel I'm already paying for lodging at. |I have never heard of a fee to park at hotel I'm paying to stay at. |As soon as we entered the room the smell of cigarette smoke was extremely strong. I am disabled & was in a lot of pain or I would've asked for our money back & we would've left. |The room was outdated & the volume on the TV didn't work. |Upon awakening I had a severe migraine headache & was vomiting from breathing the toxic fumes from cigarette smoke in the room. |We were completely shocked when we left the next day, as soon as we walked out of the room the smell of Marijuana smoke in the lobby just hit us.|When we got to our vehicle I started vomiting, again from the toxic fumes. |Upon checking in the clerk again failed to mention that we were bring charged for parking & that we needed tickets to validate every time we enter & leave the parking lot. It is beyond unreasonable that their staff doesn't explain this to guests when consumers call to make reservations & they don't even explain this at check in. Because I am disabled & was in severe pain I didn't go with my caregiver to check in so I didn't realize that they didn't give him copies of what he signed, or provide a printout of the charges. I have never heard of a hotel that doesn't provide a receipt, at the very least! I called 5/20 & spoke to a clerk about the charges to our card being over the $135 we were quoted & about the additional charge of $27. I explained in detail what I was told when I made the reservation. |I told her that I was shocked that people would smoke Marijuana in a hotel, especially in one that the doesn't have doors on the outside. |The clerk stated "you would be surprised, it happens all the time." She told me that she would have the manager call me back. John, who stated that he is the General Manager called me back 5/21. |He then explained we were charged $147.30 which included tax. |He explained that the $27 was charges for our dog & for exiting & entering. He informed we were also charged $10 for parking. I explained that I asked for a break down of all the fees upon making the reservation & that we were never told about the fees for parking & exiting. In a very condescending manner John asked "Well, can't you read signs? They're posted all over." I explained that I am physically disabled & that my caregiver has ADD & he didn't reply. I informed that my caregiver was concentrating on checking in, not on reading signs. Obviously, an honest business would inform consumers of the additional fees. |John yelled at me at denied that there was Marijuana smoking at the property. When I informed him that the clerk told me that "it happens all the time" he replied Well, she is here right now & I will talk to her about that. Obviously, John is failing to perform his duties as a General Manager because he is not enforcing the non-smoking policy & he isn't training staff to informing guests of all fees. Either that or this location is purposely breaching contracts & engaging in deceptive & completely false...

I really enjoyed my stay here. The sweet lady that checked me in was so helpful to me and kind. It was late at night when I called about a room and she had one left, but it was a little bit out of my price range. She told me she could hold it for 15 minutes while I checked a few other hotels. Five minutes later I called her back and let her know I was on my way. I don't remember her name, but she was awesome. The roos are nice and comfortable with giant comfortable beds and furnished well. I love the soap and shampoo and conditioner they provide and the hand lotion is great. I wish I would have kept a bottle to see if I can purchase more on the internet. I guess I will have to stay there again to get another tube if lotion. The room has a iron and a ironing board and a hair dryer which is nice. Really the only complaint I have is for the price I would have expected a in room coffee pot, but sorry no deal. I also would like to have a smoking room option, but I understand those are becoming rare. I love the 12:00 pm check out and they were nice enough to give me till 12:30. Awesome thank you great job to the staff on making my stay great.

On a side note. Two weeks later I was in a situation where I had forgotten to book my regular room with another hotel and by time I realized it they had no rooms available. So I called the Red lion airport hotel and yes it was after midnight, but not as late as my previous stay. The lady who answered the phone sounded like I was bothering he and wasn't very pleasant and was almost to the point of being rude. When I asked about a room she said yes there was a room available, but because it was after midnight she wasn't going to rent me a room and hung up. I do understand that the Red lion hotel has check in and check out times, but her response could have been better and maybe just a bit understanding to my issue. It's true that you can feel someone smiling or frowning on the phone and being rude to just one customer can really affect a business in a positive or negative way. If I would have wrote this review that night I would give him the hotel zero Stars and made sure that everybody knew how horrible I was treated, but instead I decided to sit back calm down and write my review now. I do hope that management takes this up with the entire staff at the front desk to explain to them how important it is to treat customers kindly and respectfully even if it is 12:30 in the morning and you feel like you're being bothered...

Updated Review

Customer service goes a long way in this hotel. I posted a review yesterday detailing about six issues we had when we first arrived. Nearly all of them have now been corrected. I'm updating my review to reflect the impressive and quick response by the hotel staff to address my concerns. Every interaction I've had with the staff has been really pleasant, and I assure you if you have any concerns while staying at this hotel, they will do their best to address them.

We're currently staying here for a 12-day stint. We are on the second floor.

Staff is friendly and quick to address concerns. Room is clean. Housekeepers are prompt with replacing items when needed (even with current Covid conditions keeping them from cleaning daily for long-term stays). The a/c wasn't working in our original room, which was in my original review. I asked the front desk about getting it fixed after the second day of 100 degree heat outside. They sent someone to look at it, and by the time I returned from a trip to the store, they had two new rooms for me to choose from, both with working A/C. I was able to move into the room next door to the one I'd been in and am now relaxing in cool comfort. I kept getting kicked off of the WiFi the first day here, but was able to perform my remote job all day today and am experiencing high speeds now. The issue with the WiFi seems to have been isolated to yesterday, and was likely just a fluke. The cable in the first room didn't work hardly at all. I kept getting a "No Signal," message and when the picture did come in, it was choppy. It may have been a loose connection with the TV in that particular room, because the TV in the new room is clear, uninterrupted, and working great. One of the beds in the first room sunk on the corner when we'd sit on it or put weight on it. When they came up to check the a/c, they fixed the bed as well, so that concern was addressed promptly.

To Note: There is no outdoor pool here. It's one of the amenities listed in the Google profile for the business, but it doesn't exist. The info just needs to be updated, but it is something to be aware of if you're expecting a pool at this accommodation. There is no elevator, so be forewarned that you’ll have to haul your luggage up the stairs if you are on the...