Mary Boyd

Review of Heathman Hotel Portland

I arrived for a conference around 10 am. I had my ...

I arrived for a conference around 10 am. I had my office book my stay back in July. I arrived and gave the concierge my name. After he continue to click for five minutes I asked if there was anything wrong. He said they couldn't find my name and perhaps they spelled it wrong. I gave them the name of my office director thinking they put the reservation under her name. Nothing. I pulled out my confirmation email with all of the details. He took it and the clicking began again. I waited, again after a few minutes I asked if anything was wrong. He said I had no reservation and asked if I was sure that the room was paid for. I pointed to the confirmation sheet with the credit card charge noted. Still nothing. I called my office and they assured me that it was settled. Then the concierge said he would need a credit card authorization signed by my office. I had them email my office the information. While waiting for this authorization, the concierge asked me for my credit card. I asked why? He said for incidentals. On my guard I asked how much the charge would be. He said $300 to be held on my card and released 5-10 business days after the end of my stay. I told him that was ridiculous. He then offered $250. I said no. $200? NO. Then he said I need to speak with my manager. I hoped the manager would come out. NO. I waited another few minutes and he came out and said, ok no card needed. Then I was given my room key, without an apology or a thank you or an enjoy your stay.
I went to my room and as I was about to open the door a lady exited. We greeted and I asked was that her room. She said it was and that she hadn't checked in last night so perhaps that was why they gave me the same room. Livid, I went down stairs with the lady in tow. I told them someone was in my room. The response...that's not possible. I said the lady is right here. She stated that she was not checked in and she handed them her keys and walked out. A shrug and then I was given a second room key...thankfully this room was not occupied.
I requested that my room be made up each day of my stay and that never happened. Every time I walked into the lobby to go to my room I was asked "Can I help you with something?" and I explained I was a guest.
On check out I noted that I had borrowed some books from the library and I left them in my room. I was told that I needed to bring the books to the concierge to make sure I returned them...so back upstairs I went to get the books and handed them over. After scanning the books, even though I didn't have to go through this when I got them, they said I was free to leave.
Free to leave! I will never, ever, stay in this parade of awful hotel. No apology from the staff, no chagrin at their incompetence, just a be happy you are allowed to stay here attitude. Glad I was only there for three nights.