Embassy Suites by Hilton Portland Tigard — Hotel in Tigard

It went from Perfect to nothing but a comedy of errors. Everything started out great and then everything fell off the tracks due to a snowball of employee errors. Check in was great and the hotel and staff were all pleasant . Ample parking and breakfast and manager reception was great. 5 star so far. We stayed here because we wanted central and were attending the Basketball game. As there is no housekeeping unless you ask more than a day in advance I stopped by front desk to ask for a towel refresh.Came back late at night after game and they must of forgot or someone made a mistake. No problem, called from desk and came down to get some towels. Not a big deal. Now here is the comedy of errors. I booked the hotel using the advanced pay option and when I checked out using the mobil app I noticed the day after when I got home they charged me again for the 2 night stay and also charged me a higher amount than what I booked and paid for in advanced. Ok we all make mistakes. I called the 1-800 customer service line and they called the hotel and advised a refund was being issued. The said to Thank you for being a silver Hilton honors and for this error they would like to give me 500 points and would transfer me to another department. Well as it turned out they transferred me to a third party time share trying to convince me to book and listen to a time share scheme for 2 hrs etc etc, I declined. The next day I see the refund however a small charge of $48 appeared which when I looked was the difference between my advanced booking and what the hotel charged out as they for some reason increased the nightly rate not knowing I advanced paid. I had to call in again and after 5 different agents and 1.25hrs later the final agent resolved it and I was told a refund was coming. The first 2 agents placed me on hold and then while trying to get hold of hotel I was disconnected. The third agent said I had to talk to the General Manager of the hotel and would transfer me and of course I was cut off. The 4th agent had to transfer me to advance booking team who I assume is more senior agents and finally the last agent resolved it all for a lousy $45.38 which none could understand why it was charged out. Honestly, if you do the advance purchase my suggestions to future guest when you check in is stop off at front desk, forgot the mobil check in to make sure they have it and also forget the self check out option, stop at front desk as Hilton's system is not organize and the perfect stay was drowned in this mess of a disaster. I should mention one of the agents (number 3) when advising to talk to general manager said for me to call. I did advise I am from Canada so can I ask them to reimburse me as well for the long distance phone call? She said she would transfer me.

Honestly, I would stay at this hotel again as the premise and working staff was great but a comedy of errors made this rating go from a 5 to a 1. I would just make sure you forget the app and stop off at front desk to check in and out instead to...

Super awesome staff. The hotel was packed but the staff was well prepared and couldn't have been more welcoming and helpful. This was my first stay at this hotel. First time to Portland, also. If I ever go back to Portland I will chose this hotel because of the staff, specifically Sherif Samy, the front desk supervisor. What a joy to have met this gentleman. I had a mix-up with my dates and booked a hotel for the wrong date for my trip to Portland. Luckily, there was a room at this hotel available and Sherif couldn't have been more helpful with my special requests. I had expiring credits with two of my credit cards that I wanted to use but needed my final bill split between two cards. You never know how well someone will understand your request when you are asking for a slightly different procedure than normal. In my case, I had to spend a certain amount and then have the bill split between two different cards to fully use my credits. Both Sherif and the equally great gentleman who checked me in the night before understood what I was doing perfectly. They both explained my final bill and how they would be splitting my room charge. There really was no need for me to ask Sherif Samy to confirm before I checked out that my invoice would be split between two cards but I was spending more than I normally would for a room and Sherif was sympathetic and double checked for me. He showed such great care and appreciation for me, that I was truly moved. Not only did Sherif give me comfort from knowing my final billing would be handled correctly, he gave me the most unexpected gift of all. It's silly, but I was wearing a very inexpensive t-shirt I got from Target almost 2 years ago. I hardly ever wear the shirt but anytime I do, I always get compliments on the design. Then, people always ask where I got it and are floored to learn I got it at Target. Well, Sherif did the same. He complimented my shirt but went on to explain why he liked it so much. Turns out, I was wearing a shirt with Egyptian symbols depicting the pyramids and sun. I had no idea and this most certainly explains the uniqueness of the shirt and why so many people have complimented me on it. Then, Sherif showed me his personal pictures of the pyramids and Egypt. He was such a joy, and meeting him was the best treat of my whole stay at this hotel. The breakfast was wonderful. Despite the hotel being sold out, I had no problem finding a seat for breakfast or getting food. A waffle machine would have been nice but honestly, the choices were plentiful. I got a very generously portioned pasta salad the night before from the bar that was enough for two meals. The young woman working the bar who took my order on June 29, 2024 was just as great to meet as Sherif. Despite the full hotel, I was the only person at the bar/restaurant. She offered me water while I waited and made sure I always had a refill without ever asking. I will be back at this Hotel because of the staff if I ever get to Portland,...

The best part of the place was the elevator. Fun view from up high. Can't say much else. From afar (but not up close), the place seemed clean, though very dated, with apparently decades old carpeting. Not on par with the 2-star hotels, much less 3-3.5-star. Why is this a 3-3.5 star hotel? Why the amazing reviews? Have these reviewers never stayed at other 3-3.5 star hotels?

We initially booked for a weekend get-away for four 12-year-old boys, so that they could swim in the pool. Despite the impressive online picture, the pool was tiny, approximately 2 lanes wide and 30 feet long. The boys spent 30 minutes of their 1 hour reservation because they were so bored at their half of the tiny pool. Another family occupied the other half. No one was particularly happy.

The disappointing pool portended what was to come. Starting a 9pm, our next door neighbors (adults) complained to the front desk that they have been pounding on the walls as the boys were blasting the television and loudly swearing up a storm. We had no idea what they were talking about as the TV was off and the boys were straight-A, shy 12-year-olds speaking at normal voices. We never heard any pounding. For the next hour, the front desk called us every 10-15 minutes, despite the boys talking even more softly,. Then, the front desk person came to our room. I invited her in to meet the boys and asked her to spend 20-30 minutes with us. The complaining neighbors were also welcomed to come over. She left after looking at us for all of 5 minutes. She returned 15 minutes later and said the neighbors still complained. The neighbors demanded that we move as they were important business people who booked 5 nights and could not be moved...I was extremely upset that lying, manipulative adults picked on the sweetest 12-year-olds, while putting the hotel person in an untenable position in which she could lose her job if she did not satisfy these bullying, demanding, entitled adults. At 10:30 pm, I agreed to move so that these adults could no longer pick on the boys and to help the hotel person keep her job. Otherwise, I would have been quite happy to confront these bullies who mistreat children and employees.

Hilton should have some policy that addresses the manipulative guests who blatantly lie to intimidate and harass others (guests and hotel workers alike). In maximizing profit and facilitating greed, the current policy of placating bullies only enables the bullies, removing any rights of other guests and authority from their hotel workers. We have never been in such a situation or been allowed to be treated so poorly by other guests. A relaxing weekend became an upsetting experience of stress and misery. Because of this experience, we will not be staying at a...