TownePlace Suites by Marriott Portland Airport

The location was great, the beds were comfortable, and everything looked nice and new after a major remodel. It was really easy to park out front in the paid lot. The service was excellent, and the hotel was quite lovely overall. I didn't get the survey email I expected from this newly renovated Marriott brand hotel, so here goes. During my stay I flagged a few things to the front desk. The refrigerator ran but didn't cool at all. One kitchen cabinet hit a wall-mounted light fixture, a terrible installation that I don't know how anyone approved at the final walkthrough. And the coffee in the common area was the weakest I've ever had, not just one bad pot, since it was just as weak the next day. Those are relatively minor, but worth mentioning. Would I stay again? Probably. They seem to have a few more things to iron out, but it should be a fantastic, affordable place for most people.

After I arrived at TownePlace Suites by Marriott Portland Airport, both card machines at the front desk were malfunctioning. I tried two different cards, and both were declined because of the equipment, not a problem with my accounts. I had just flown into Portland and was exhausted, but spent about 45 minutes trying to get checked in. I calmly explained what was happening and asked if they could enter my card details manually. The employee seemed reluctant to help, showed little empathy, and kept saying that manual entry was against company policy, without offering another way to resolve it. Instead of bringing in a supervisor or finding another option, they told me to book at another hotel on the same street. Then that same employee drove the shuttle to take me there. I used the same card at the other hotel and checked in immediately, which confirmed the problem wasn't my card. What bothered me most was the contrast with the white couple who checked in right before me. They were greeted warmly and seemed to be accommodated without difficulty. I can't say for certain what their check-in involved, but the difference in tone, effort, and customer service toward me was clear and deeply unsettling. As an African-American man, I left feeling uncomfortable and wondering whether I was subjected to extra scrutiny or dismissed because of my race. At minimum, I wasn't given the courtesy, patience, or effort to solve the problem that I'd reasonably expect from a Marriott-branded property. This could have been handled with an escalation, another way to verify my card, or a customer-focused solution. Instead, I was made to feel like an inconvenience and sent elsewhere. I'm raising this so it can be seriously reviewed. It shows a failure in customer service standards and potentially bias that deserves examination. I respectfully ask hotel management and corporate leadership to investigate and take appropriate action so no guest is treated this way again.

The hotel smelled fresh as soon as we arrived, and everything looked clean and well kept. Our stay was brief because our flight was delayed, but we still enjoyed it. The staff were awesome, and I’d definitely recommend staying here.

The room had a handy kitchenette for a longer visit, and the shower head was good, though the water pressure was weak and the bathroom felt small for Townplace standards. I liked the lake view, fitness center, laundry, breakfast bar, and coffee and tea available around the clock. The recently renovated Marriott also felt comfortable, and the night and morning staff were kind and helpful. My one frustration was the airport shuttle. I landed late at PDX and called for the complimentary ride, but was told it wasn't operating then. The website didn't make the hours clear, which was inconvenient and cost it a star. I would still recommend staying here.