SureStay Hotel by Best Western Portland City Center — Hotel in Portland

Before this experience, I'd have given 5 stars...Now I'd give zero stars if I could...

I actually enjoyed staying at this location despite a few issues with the property (feel free to reach out for details), & have done so frequently. As a matter of fact, there are a couple exceptional front desk agents including Amanda, & another lovely young woman working audit (overnight) the last time I stayed there. Having said that, I'm sad to write the following review...

I booked a stay there earlier today (8/1/2021), & when I called to let staff know I'd be arriving later in the evening, I was told they'd canceled my reservation (without trying to contact me at all), AND I'd been put in a Do Not Rent list! I've worked in hospitality for years, & I'm totally surprised as well as disappointed to be dealt with thus...

Their explanation was:

*When I first started staying there, I had a guest who didn't have an 'accepted' form of ID at check-in (my ex had a temp ID for some time due to covid/dmv issues - the front desk worked with us the 1st time, & after that, once he got his ID reissued, he brought it to the front desk when meeting me every time), & get this...

*I CHECKED-IN 'LATE' TO SOME OF MY RESERVATIONS...I'm so confused. Hotels that are staffed at the front desk 24 hrs/day, you can typically check-in anytime before their checkout time of 11am! I don't get it...

To be canceled without notice, & then to be put on a DNR list, THEN to be given completely sideways reasons is almost deliberately bad, BAD, customer care. You guys!! I'm so disappointed!

Update - Responding to ownership's reply...

Thank you so much for replying! I respectfully disagree. I'd like to see proof of what you are saying. This seems like more of an unfortunate series of misunderstandings than anything else...my guest DID leave once I learned of the 'no guests after 9pm' policy, I've never 'snuck' anybody in thru the side door, & I REQUESTED late check out prior to any time I was leaving after the 11am checkout time...Being told by front desk I could checkout late, & then to be punished for doing so seems unreasonable. If any of the complaints listed above in your response had been communicated prior to my latest booking, I'd have been able to address & clarify at that point, but I wasn't given the opportunity.

In addition, & FOR ME, MOST IMPORTANTLY, nobody from your location called to let me know my reservation had been canceled, nor did I receive a cancelation confirmation via email! I didn't find out until I called around 9pm to let the front desk know I'd be checking in late. I know it's not a hard & fast rule to do so, but as a customer service conesuir, I'd never have left a guest in that position. Ever. Even if you were objectively justified in DNR-ing me, I'm still a human being who never meant to make you feel disrespected, I've always been kind in all my interactions with staff, & would have appreciated the same treatment in return.

That being said, you maintain the right to have, or not have, anybody you want at your location - for any reason whatsoever. I'll respectfully never attempt to book with you all again. There are other Best Western locations in the Portland area that are much more compatible with my needs & high customer service expectations. I will also continue to tell everybody who's interested in my experience with you all, so they can be prepared for your strict, & relatively arbitrary standards, OR select another location depending on their specific needs.

I truly did appreciate your hospitality when it was provided, & wish nothing but the best for you going forward!

Peace &...

When I walked in I said hello how are you to the front desk and he said "reservation?" And ignored my initial comment. It is completely unprofessional and rude. The room was extremely musty. We let it air out, and that only helped a little. There were wet spots on the floor. Stains on the ceiling. There was a sharp incline into the bathroom that is an extreme trip hazard and is not marked or has anything to make guests aware that you need to step up into the bathroom. I was double charged and still haven't been refunded. The hotel staff says they can't do anything. Also we were locked out of room in the morning and had to go get the room card reactivated to get the rest of our things out of the room. It was only 10:15. Overall terrible experience and extremely disappointed because I usually have an enjoyable time at Best Westerns. I guess I can't trust the brands that are by Best Western like Sure Stay. Again I still have not been refunded the additional room charge when I only stayed for one night. That was what the reservation was for all along. Best Western owes me $125 and they said they can't help me and I have to call my bank. Which is closed because it's...

This hotel is the closest one to OHSU. We have a toddler that sees many different specialist there. Since we live 2 hours away, early appointments are tough. We always stay at this hotel to make the mornings easier. It's clean, the staff is friendly, and we like the room with 2 smaller beds. One is up against a wall which works well for the little guy. We bring 2 bed rails and feel he will be safe and not fall out. They have a simple but nice continental breakfast in morning so we can eat in the room. This hotel even has a restaurant attached,Suki's, that is open until midnight. They have good food and they come in handy when we haven't had a chance to eat dinner before getting there. We always stay at this hotel and plan to keep staying there anytime we have to drive to OHSU. We highly recommend any parent who has to go there, stay here as well....