Best Western Lake Oswego/Portland Hotel & Suites — Hotel in Tigard

This is my second time staying at the Best Western near Lake Oswego and despite its convenience, while visiting family in the area, I’m not sure I’ll return for a third time.||The pros are abundant. It’s directly off the freeway, and a short 10 minute drive to Lake Oswego near Portland. There’s ample food opportunities, both chain restaurants and local eateries. The hotel is clean. And they offer a free, better than most, continental breakfast. There’s also an onsite laundry and pool but I’ve never utilized either. For the most part, the staff is also friendly.||However, during my first stay, last year over the 4th of July weekend, my wife and I were forced to relocate rooms. Portland was experiencing a heat wave and unfortunately the AC unit in our room was not working. The room our first night was unbearably hot. However, after alerting the staff, maintenance was sent almost immediately and the AC unit was deemed beyond repair so we were relocated to a comparable room. The rest of the stay went well and the staff was beyond accommodating. We were excited to return there for 4th of July this year. ||This year was an entirely different story. Our check-in was abrupt if not outright rude. We were caught off guard as the staff the previous year was above and beyond kind and accommodating. We shook it off, excited for our stay and 4th of July. The room was clean as always, our first night went well and breakfast the next morning went as expected. Our room was located on the first floor next to breakfast, directly across from the indoor pool. This is important later.||We finished breakfast, left a “HOUSEKEEPING PLEASE” placard on our door and went about our day. Upon our return at 3:30 we were saddened to find our room had been neglected entirely. No housekeeping services. My father went to the front desk to request additional soap and towels and while doing so specifically requested housekeeping services the following day. Night two finished off as expected without issue, however at midnight I heard some commotion from the pool area and came out to find a group of 6-8 teenage boys and two mothers at the pool. I myself politely asked them to please keep it down and they did. That was that.||Our next day, again, breakfast was great. We left our placard on the door requesting housekeeping. But once again, upon our return, no housekeeping services whatsoever. Our trash bins were overflowing and I had to empty them myself in the hotel lobby trash can. Again, I requested fresh towels and soaps and mentioned the housekeeping to the front desk. I also asked to speak to a manager but it being 4th of July, he of course was on vacation.||I wish that was the end of it but no. At 11:30 PM I was awoken yet again to doors slamming and loud noises at the pool area. A family of no less than 12 were yelling, screaming, laughing and splashing around and in the pool. Mind you, the pool closes at 10PM. I immediately went to the front desk staff this time and after 5 minutes of ringing the bell, I finally just decided to knock on the office door. Another two minutes later, the same worker that checked us in, rather irate, said “I’m doing my job! How can I help you.” ||I informed him of the situation. Expressed my displeasure. He said it’d be fixed and he’d handle it. I returned to my room and approximately 15-20 minutes later, so just before midnight, more door slamming, more loud voices and stomping in the hallway, then quiet. I finally fell back asleep.||The last breakfast and morning were fine. We left today, unsure if we’re going to return and seriously wishing I could’ve spoken to a manager about...

Dear Best Western,

If your occupancy is low, Sara at the front desk is the reason why. During the last snow storm the hotel didn't have electricity, (1/13/24-1/14/2024) but they had no problem keeping my money ($134.68) for a stay that never happened. I wanted to see if they would make it right by refunding my money on their own. A week later, I wound up having to drive all the way to the hotel to get my refund, because they don't answer their phone; and obviously weren't going to refund it to me on their own accord.

I walked in, waited a couple of minutes in the lobby until I realized you had to ring a bell to get service. There is a huge sign saying to "Be patient as we are short staffed." I realized that the bell was not really ringing anyone (pretty sure it wasn't even plugged in). Alas! There is a phone number I can call! I called the number posted, and it rang about 10 times before what sounded like a little girl answered, telling me she can't hear me, and hung up. I called back and someone said, "They'd be there soon." Now at 15 minutes, I have yet to talk to somebody face to face. What a turn off.

While standing in their dirty lobby, I'm thinking about how many other people have waited this long to rent a room, and just stole their candy and left to go to another hotel that actually wants customers?

Eventually, a very put-out employee, ((Sara) (no last name on badge)) finally emerges from whatever else was more important than tending to a walk in customer. I recognized her right away. She was the one peering out at at all the other customers ideling in their cars in the hotel parking lot with nowhere to go. They all paid for a room on the 13th, showed up with belongings and animals becuase of the power outages. I could see her peering out at us with her long black hair through the front doors. She did nothing to engage with the paying customers. She should have gone outside, taken everyone's names and assured everyone a refund will be issued. Nope, not Sara!

After sauntering slowly to assist me today, she had a grimace on her face that in no way made feel welcome. I said, I would like to get a refund for a stay that never happened (and I mistakenly gave her the wrong date). Instead of just looking me up by name, she gave me a mean look and wanted to argue about the date.

Sara, in silence, progressed onto giving me my refund. No explaination or apology given for still having my money for a stay I didn't receive. I was happy our interaction was almost over.

Then, with a very condescending tone she proceeded to tell me how the online reservation works. WOW!!! I told her that it doesn't feel right that I needed to come in and wait 15 minutes in person to get a resolution. Again, no one answers the phone. She responded by saying, "Well, you have it now, right?!" I told her, "You've benn a pleasure," and proceeded to leave. She had to get one more jab in before my exit by telling me, "you too."

I travel the country for my career, and have never been in a situation that made me feel so unwelcome by such an apathetic, rude, disdainful employee. Deplorable interaction.

Best Western, I look forward to your follow...

We stayed here for a week. With the exception of the check-in fiasco (see below) the staff was very friendly and helpful. It is in a quiet setting and easy walking distance to many restaurants. The breakfast buffet had good variety and acceptable quality. The eggs were always an odd consistency, preparation method? Housekeeping did a great job and everything was very clean. The room was spacious. The toilet seat had some strange marring that made it look dirty even though it wasn't. The tub was oddly musical, literally. When you moved it played notes like a harmonica. They really need to update the mattresses. Ours had troughs. I woke up every morning with back pain. The exercise room is very small without mats for stretching or other exercises and doesn't have any free weights (it has 2-3 treadmills, a stationary bike, and a stepper with arm movement). I won't choose to stay here again unless they update the mattresses, of everything the quality of sleep matters the most.

I was meeting my husband for a work conference, he's flying in from Asia and arriving in the evening, I arrived late morning. I called the day prior to inquire about early check in. Was told it would be no problem and they could get me in a room around noon. When I arrived at 10:30 the front desk clerk refused to help me because my name wasn't on the reservation (admittedly our error). After I explained that my husband is over the Pacific and not reachable by phone she eventually agreed to send an email to him. Refused to contact a manager or allow me to show documentation that I am his wife and we are both registered for the conference this week. Was completely unwilling to make any effort to solve the problem. This is partly our fault for not realizing my name wasn't on the reservation and partly theirs for telling me it would be fine when I called to check beforehand. After sitting in the lobby for 90 minutes she finally called the manager and we worked out a solution. I'm fine with what we worked out and will update my opinion of the property. A little goodwill up front would have helped immensely. The housekeeper was very sweet and did a great job...