Quality Inn & Suites Clackamas – Portland

We’re military and traveling cross-country, and this was by far the worst place we’ve stayed. You could feel the springs in the bed, and there was no hot water for a shower. We checked out because of the water problem and terrible bed, but they’re still charging us for another night even though we aren’t staying. I feel we should at least have gotten a discount on the room and not been charged for that extra night.

For the price, this was an okay place, acceptably clean and in a good location. I’d stay again, though there were a few problems. The Wi-Fi didn’t work in room 221, and the heater kept swinging between too warm and too cold all night because its control range was too wide. There were also several guests hanging around the exterior doors smoking.

I work in customer service and know that things can happen, but the way this was handled was unacceptable and really unprofessional. We spent our wedding night here and booked two rooms for two nights. One smelled strongly of mildew, so we asked to move. One staff member said they were sold out of our room type, another said there were no rooms near each other, and a third then gave us a room right next to the old one. The other room had cockroaches. We found at least a dozen babies and an egg case in the bathroom, plus two adults in the room. When I reported it, they said they couldn’t offer a discount because the manager wasn’t there. I emailed the address they gave me and heard nothing. I called the next day and was told the manager still wasn’t there, then called again three days after checkout and finally reached her. She said cockroaches could happen when lots of people go in and out of a place. I’ve traveled to more than a dozen countries and never stayed in a room with cockroaches. She also said they couldn’t discount the stay because I booked through expedia and expedia doesn’t allow refunds. I contacted expedia customer service, and they were extremely helpful. They told me the hotel was the one holding up the refund. It took three days for expedia to get the hotel to refund one night for just one of our two rooms. I don’t recommend this hotel. Staff gave us different answers, and the manager blamed expedia and tried to excuse the roaches.

Blanca from housekeeping has been wonderful. She keeps our room supplied and cleans so well it feels nearly brand new afterward. The bed and bathroom are pristine, and after a long day out, my 19-month-old son and I can cuddle and relax. Mariela at the front desk is an absolute angel, professional, courteous, efficient, and considerate. The whole front desk is available and does a fabulous job keeping everyone safe. From arrival to departure, we feel cared for, safe, respected, and treated kindly. My son and I have been able to relax, play, and enjoy the fabulous breakfast, and the outdoor pool is clean and inviting. I’m so grateful to the staff here. They’re raising the bar for the whole industry.