Holiday Inn Portland- I-5 S (Wilsonville) by IHG — Hotel in Wilsonville

I originally had a bad experience, but the company eventually took the complaint seriously and fixed it. To be clear, this hotel is extremely nice in the inside, and the room I stayed in was very clean, well kept, and updated. Even though I had problems with responsiveness from the staff, and didn't agree with what they had to say at times, they all treated me with respect and kindness. The lack of customer service can easily be fixed with training. Overall, even though my experience was not the best, I still rate this hotel high. I will always give a company a second chance and will stay at this hotel in the future with the hopes that they do better.

My experience: I booked my stay online for my wife, two kids and I to stay in a double queen room for a family reunion. We arrived at around 230am to check in on Friday. Check in was easy, but this is also when the problems started. We got our bags and went to the room. We scanned the badge and when we opened the door, we noticed the top latch was locked. We had just been given a key to an occupied room, at 230 in the morning. Unfortunately, we woke them up since the door slammed into the hinge as one would expect it to do. We went back to the hotel lobby and got told that they did not have any more double queen beds available. They offered to give us a king room and rollaway bed. Being late we accepted. I looked online and saw that the company was still showed bookable double queen rooms on their website. Additionally, the new room made it so that three of us had to sleep on a single bed and one on the small rollaway. The front desk clerk stated he would investigate getting me a comp for breakfast. I explained to him that we would not use a breakfast comp because we are having breakfast with family, so it was essentially worthless to us.

In the morning, I went to the front desk and asked if they would be having us change rooms or comping some of the room since three of us had to sleep on the same bed. The front desk lady took down our number and said we would get a phone call from the manager. 11pm rolled around, and the manager had not called us. When we arrived back at the hotel the manager was off, so we went back to the single king room.

In the morning we went to check out and stopped in at the front desk. Again, I asked to speak to a manager and was informed that the manager felt like the hotel did it’s part by comping us breakfast even though we stated we did not want a comped breakfast. The front desk lady also informed me that they gave us a discounted price of $203 dollars a night for the king room vs. $229. I have a couple problems with this. Online the day I reserved beds, I could have gotten a king room for $207 a night, so the discount of 4 dollars is not enough. Additionally, they didn’t discount the original night at all. Essentially, I paid full price for both nights, and had to sleep three deep to a bed because they would not communicate with us. For reference, my kids are not small, they are both teenagers. I explained that I was unsatisfied but understood that they could not do anything without the manager who was off on Sundays. I asked for a phone call.

On Monday, I had not received a phone call by 6pm, so I called them. The manager had already left for the day, but the front desk receptionist was familiar with the incident. She explained that the manager was not going to further discount the rooms because she didn’t charge me for the roll in bed that they company provided. Essentially, the company failed to provide the room I reserved to accommodate four people, then moved us into a room made for 2, or 3 people at best, and said be happy we didn’t charge you for the bed so that the 4 people you originally reserved the room for could sleep.

On Tuesday, the manger reached out and they fixed the issue to my satisfaction. Additionally, in the email with the invoice we received an apology, which went...

Don't bother at staying here they don't have competent management, and will check you into occupied rooms, then give you a room that doesn't sleep 4 and boast that they didn't charge you for the hideaway bed so that one person doesn't have to sleep on the floor. Go to the Hilton one exit down.|My experience:|I booked my stay online for my wife, two kids and I to stay in a double queen room for a family reunion. We arrived at around 230am to check in on Friday. Check in was easy, but this is also when the problems started. We got our bags and went to the room. We scanned the badge and when we opened the door, we noticed the top latch was locked. We had just been given a key to an occupied room, at 230 in the morning. Unfortunately, we woke them up since the door slammed into the hinge as one would expect it to do. We went back to the hotel lobby and got told that they did not have any more double queen beds available. They offered to give us a king room and rollaway bed. Being late we accepted. I looked online and saw that the company was still showed bookable double queen rooms on their website. Additionally, the new room made it so that three of us had to sleep on a single bed and one on the small rollaway. The front desk clerk stated he would investigate getting me a comp for breakfast. I explained to him that we would not use a breakfast comp because we are having breakfast with family, so it was essentially worthless to us.|In the morning, I went to the front desk and asked if they would be having us change rooms or comping some of the room since three of us had to sleep on the same bed. The front desk lady took down our number and said we would get a phone call from the manager. 11pm rolled around, and the manager had not called us. When we arrived back at the hotel the manager was off, so we went back to the single king room.|In the morning we went to check out and stopped in at the front desk. Again, I asked to speak to a manager and was informed that the manager felt like the hotel did it’s part by comping us breakfast even though we stated we did not want a comped breakfast. The front desk lady also informed me that they gave us a discounted price of $203 dollars a night for the king room vs. $229. I have a couple problems with this. Online the day I reserved beds, I could have gotten a king room for $207 a night, so the discount of 4 dollars is not enough. Additionally, they didn’t discount the original night at all. Essentially, I paid full price for both nights, and had to sleep three deep to a bed because they would not communicate with us. For reference, my kids are not small, they are both teenagers. I explained that I was unsatisfied but understood that they could not do anything without the manager who was off on Sundays. I asked for a phone call.|Today Monday, I had not received a phone call by 6pm, so I called them. The manager had already left for the day, but the front desk receptionist was familiar with the incident. She explained that the manager was not going to further discount the rooms because she didn’t charge me for the roll in bed that they company provided. Essentially, the company failed to provide the room I reserved to accommodate four people, then moved us into a room made for 2, or 3 people at best, and said be lucky we didn’t charge you for the bed so that the 4 people you originally reserved the room for could sleep.|I have traveled a lot, but never have I been sent to an occupied room, then had zero communication from management. This hotel is nice, but they have zero drive to help customers or ensure that they provide the services they offer. Skip the headache and go to another hotel that takes customer...

Do not recommend this location for a number of reasons (see below), the only saving grace of this place was that I felt the two younger gentlemen at the front desk were really trying their best but seemed petrified of the environment (not sure if that’s a mixture of the location or their manager or both).

Entering the hotel, vagrancy is an issue. People loitering about. Theft is also a problem at this hotel. In the first 30 minutes of being checked into my room, police were on site dealing with two problems (one at the on site restaurant and another for a separate issue that was on the premise but off to the side a bit). Trash was piled up against the back wall of the property (looked like someone’s leavings/half made tent and trash compounded).

Walking into the hotel is felt grungy. While smelling clean, the physical appearance was putting me off. It looked like they may have been in the middle of repairs or maybe needed a fresh coat of paint? It looked a tad run down.

Getting to my room, the room itself was clean but there were problems with it. Inside my bath area, the ceiling was coming down in a corner and had visible water damage showing from the upstairs unit. Paint bubbled and peeling in this corner. My door was janky as heck! Dead bolt didn’t lock and the door didn’t open correctly either. I eventually found out why - I’ll get to that in a minute. My room was also advertised to have a microwave, it did not have one. Instead I had to go down to the lobby anytime I wanted to reheat food (I ate a fair amount of cold food during my stay as a result). On top of that, they wouldn’t let any deliveries go to the room and instead were forced to pick it up at the front desk. Having to leave my dogs unattended in the room (and pray my newer puppy didn’t decide to shred a pillow) it was extremely inconvenient.

Noise… oh the noise! Ironically not from other guests but instead the housekeeping staff and at all hours of the day and night (what are quiet hours when not even followed by their own employees). Banging of house keeping carts into my door, banging the walls, LOUD conversations by my door (hen house - constant chatter), and let’s not forget my favorite - slamming the door! Yes! All hours, all day!!! 😡🤯 Not cool! The house keeping closet needs to be located elsewhere. Not directly across from a room in a narrow as heck hallway.

The deadbolt on my door didn’t work as mentioned above because of how many carts have been rammed into the door that it’s physically knocked it out of alignment (see pictures). What in the heck?

My stay was so bad that I ended up leaving the hotel early and switching hotels for the next two weeks of my stay it was so bad!!!

Stay away from this Holiday Inn. For the price it’s not worth it. Spend the extra 5-10 bucks and get yourself a better hotel elsewhere. This one is also the worst Holiday Inn I’ve stayed in out of three countries.

Do. Not. Recommend. Bottom Line.

Edit: To response of my review, look it up for yourself. My eyewitness accounts match what I later found out about this area - the hotel is located in the second highest corridor of Wilsonville high crime rates. Additionally, if Vagrancy wasn’t an issue, then why am I encountering it on property during my stay and have vagrants bikes, bags of trash and leavings on property? Seems to me perhaps you aren’t aware of what’s happening on site despite the...