Courtyard By Marriott Portland Hillsboro

Our room was quite nice, clean, and well maintained, but the front desk service from the kid there was pitiful throughout our stay. His long hair hung over his eyes so much you couldn’t see his face. After my wife told the desk our two nights were becoming three, they cancelled her key card. She uses a walker, and it was raining, but he wouldn’t help with a replacement unless she went all the way to the front of the building. Stephanie, the lobby bistro bartender, came to her rescue with a new card. She also offered to bring food and made sure our checkout was arranged ahead of time. She was the shining star and deserves recognition. At checkout, though, the bill showed three wildly different room rates, even though I’d been quoted one specific rate for the stay. This wasn’t the customer service I expect from Marriott.

Even in the replacement room, I found hair in the bathroom and had to clean it up myself. That’s unacceptable, and an inspector should have caught it. In the first room, there was hair in the tub, on the bathroom floor, which hadn’t been mopped, and in the sink. Expedia had oversold our room type, so we were given a smaller room instead. We were tired and accepted it until we saw how it had been cleaned. I’ve worked in hospitality for over 20 years, including under this management company. The hotel needs upgrades and much better housekeeping. The front desk person was helpful and got us another room, and offered several complimentary items that I declined. Based on the other reviews, this property needs better management.

I asked for and received a late checkout, but a housekeeping manager knocked an hour before that time and woke me up to ask if they could come in. When I reminded him about the late checkout, he said he was just checking. That was unprofessional. The hotel says housekeeping comes every other day, but during my stay of multiple nights they never came at all. We didn’t get fresh towels or linens.

If you’re looking at this listing on Airbnb, don’t book, especially if you have a pet. The listing says the one-time pet fee is $40, but the hotel charged me $70. I refused to pay the difference, and three days later I still hadn’t gotten my money back from Airbnb or the hotel. The hotel also charged my card $50 out of nowhere. It feels like a bait and switch. When I asked for the hotel manager, the guy at the front said there was no manager who could help and that I had to sort it out with Airbnb. Don’t use Airbnb for this place.