Sheraton Portland Airport Hotel — Hotel in Portland

I stayed last night at the airport Sheraton in Portland, Oregon. I cannot say how incredibly disappointed and angry I am. I paid for club access, and the booking CLEARLY states that the club lounge is open 24/7. Imagine my frustration at arriving around 2000 hours, just to be told that the club had closed (and apparently always closes?) at 1930. I had an early flight, and knew I'd miss it in the morning, but had been looking forward to snacks and drinks on my arrival. I just checked again, and the lounge is still listed as 24/7 hours, but there is no possible way I would have paid for this access if the true hours had been posted. Instead of relaxing in the lounge, I went to the Compass and Rose to get some food. I got to sit and watch the host bring drinks to other diners from the bar, as I sat for over 15 minutes waiting for a simple rum and coke. Two gentlemen, who were obviously known to staff, came in about 10 minutes after I did, and got their drinks at the same time. I was clearly angry, so felt I should not stay. I asked the waitress for my food order to go, and she called me "sunshine". That was fabulously condescending, and really put me over the edge. In summation, I cannot believe that a Sheraton would (a) lie about the club lounge hours, which cost me about $60 more than the same room would have- again, for a service that was never intended to be available, and (b) gave such poor customer service at their in-hotel restaurant. Not to mention, on check-in, the very sweet but clueless reception clerk, when asked "will there be a shuttle at 0530, or do I need to be put on a list for transferring to the airport", literally said, "I'm probably not the right person to ask about that". That last is a training issue, but very much set the tone for how this hotel is run. I would like the difference between the room I had without the unavailable "club lounge access" and what I paid to be refunded to my credit card. I would also like an apology for how the restaurant staff treated me, which was very much different than guests that they clearly knew. I...

TL:DR, the events and staff here saved the stay. Rooms are serviceable at best.

While I have stayed at worse hotels overall, our room was pretty... Mediocre to bad for the price point. I'll start off with the good. Also, I stayed in room 503. The bath tub is pretty decent! My partner used it mostly, and according to them it was really good. I can attest to the showers feeling good too, and the complimentary soaps were decent too. Now.. the bad. First thing I saw when we got in, was the tile/wood paneling on the floor was pretty badly scuffed. Minor damage I thought. Fair enough. We set our stuff down, and then we see a good 20-30 gnats and bugs crawling over the window trying to get out. The ceiling is also popcorn textured in case that gets to anyone. Sleeping with asbestos not far from you. The following day comes, me and my partner get up and notice that our TV is out. Specifically the internet connection to stream YouTube, Amazon prime, and such. We sigh and think it's probably due in part to the 2000+ attendees of a convention here. Ask the front desk for help, they send a guy up. Can't fix it. Oh well. We decided to go get some food from 7/11, as we didn't quite budget correctly and had effectively only 100 bucks on hand. We end up having to cross about 9 or so lanes of traffic, twice. In order to get there as we have no car. We get back to the room, avoiding being crushed by an SUV. Next day comes, our event wraps up, it's all good minus the existing problems mentioned earlier. Our final day is here, and I'm writing this right now, as I realize our coffee maker has no tray to put the grounds in. I cannot even have coffee before running off to union station to get the hell out of here.

In summary, the convention and the staff in the hotel itself saved the trip. We came for the convention and although it had doubled in attendees from last year, was one of the best ones so far. The staff, especially at the front desk were super friendly and helpful as well. It seems like the issues were either due to upper management from Sheraton, or simply issues...

I have the same assessment with the review done by BigBill in October 2014. This was once a great property 9 yrs ago. What is lacking at this property is Supervision followed up by Action. There is generally a lack of care by employees here, particularly in maintening the property with the exception of Luke in maintenance and Meridith at front desk/club lounge. These two employees do have genuinly care about the hotel with pride in what they do and responded quickly to my complaints about trash under bench in men sauna not being removed and nonguest accessing the sauna in the evening trashing up the place and used up all towels intended for guests. No actions there for a week after numeous complaints to the front desk until I saw how Luke worked around the building and thinking he would act on it. And I was right. Things were taken cared off that evening with security monitoring who's coming in to use the facilities. Meredith is another gem who is putting in that extra mile in every things she does. She is the only one who put into the effort do a thoroughly cleaning of the club lounge at her shift whereas other attendents are deferring cleaning of the loung areas to housekeeping in the morning or in the evening. I would love to hire her in my business. It took complaints to get fresh food in the club lounge. Basically this place is being managed by default- only when guests are complaining. Management should be more proactive to reduce the number of complaints or guests who do not complaint about just don't return next time. The root cause is no routine for supervision. The GM should be doing a walkabout around the property daily using the stairways to see areas that needs cleaning or repair and looking into club loung to check on food quality. This property became a much better place after getting things fix during my two week stays here. I would return again because the pool is open 24 hours and the temperature is right and the water is clean. Food in the club lounge...