I booked a room for my parents for one night to go to an event in Portland 04/13/19 - 04/14/19. The reservation was made through their website they did not mention that there is any renovation at the hotel. When my parents who do not speak English FLUENTLY got there, they asked the lady (BELA) at the front desk if there is a way for them to get a room at the first floor, and the lady said that they were completely booked, and that they had to stay at one of the higher floors.
When they went to the elevator, a lady from the room service was leaving the elevator with a bag full of trash that was leaking, and the elevator smelled really bad. When they got to their floor, they were shocked to see that all of the walls has fresh paint, and the floor was covered in plastic. The smell was so bad, that my mom got an Asthma attack so they took the elevator back to the lobby immediately.
At the lobby, my mom and dad tried explaining to the (Bela) that the paint smell was unbearable and that they cannot stay at that floor. Bela then offered a room the the first floor, when initially she said that they don’t have rooms available, mean while my mom’s asthma gotten worsen and she had to leave the hotel. My dad was trying to explain the situation to (Bela), When she started to reply impolitely and in unprofessional manner to my dad. Because of her attitude my dad called me to talk to her. When on the phone with her I asked her to find them a room away from the renovation area, she unprofessionally tone replied (IM WORKING ON IT, AND I ALREADY TOLD THEM THAT), and we ended the call on that. A minute later, my dad called me back and told me, that Bella is being really rude and impolite to me, and mentioned that my mom is outside the hotel and she doesn’t want to come back in, and that we wont to cancel the reservation. I talked to Bela and told her that we want to cancel our reservation, and due to the fact that your website never mentioned the renovation aspect, and that they didn’t take into consideration the wellbeing of the residents of the hotel we demand a refund. Bela went on by saying that she can do nothing about that, and she cannot cancel the reservation, and that we need to talk to the manager. While I’m still on the phone with her, she put the phone down and left me hanging to get (WHAT SHE SAID ) the manger’s business card and she handed it to my dad, then while im still on the phone, she unprofessionally left me hanging AGAIN and went away and celled her manager and told him her side of the story. My dad sent me a picture of the business card, and Bela said that the manager will call us tomorrow. I tried calling the manager from my other phone, but to my surprise the phone number was the hotel phone number and not the manager. I asked the Bela for her full name and she refused to give it to me, then she went again to call her manager and she accused me of (harassing) her. My dad asked her, since your manager is on the phone with you, can I talk to him/her, or could you put him/her on speaker. Then she immediately hanged up and told my dad (IM DONE TALKING TO YOU, YOU NEED TO LEAVE).
I called the customer service number to file a complaint and I merged the call with my parents to verify their names and to give me the permission to talk on their behalf. The lady over the phone gave me a file number, and she said that the manager should be calling you the next day, and if not it will take a week maximum to hear back from them. The manager called couple days later, and said that he is calling with regards to a voice mail that was left on the hotel number. I then asked him if he has received an email from customer service regarding the incident, and he said no. I replied ok, then let me explain my side of the story. Before I can finish my sentence he interrupted me, and said id rather wait on the email before discussing the issue with you.
Surprisingly I received an email on Monday April/15 from the hotel asking me to file a survey regarding my reservation, and filled up the survey with a very poor review. Today April/20, I received another email from CFDM Grey Martin to thank me for completing the survey. And I have still to receive an email/ or A single call from the manager to discuss the issue. They went with charging me for a full night and they didn’t care about the miserable experience that my Parents had to go through that night.
I would never go to that hotel ever again, and I won’t recommend anybody of staying there. I will not shy off sharing my parents experience with my family and friends and defiantly on social media.
I encourage everybody to boycott this hotel.
Best Western Plus Northwind Inn & Suites
16105 SW Pacific Hwy, Tigard, OR 97224
Reservation date was Check in 04/13/2019 Check out 04/14/2019 less
NorthwindInn, Manager at Best Western Plus Northwind Inn & Suites, responded to this review
Soso, your parents initially checked in and were accommodated on the third floor, which had a coat of paint in the hallway the day previous. As your mother was sensitive to the odor, Bella was able to shuffle rooms around and accommodate them on the ground level, which had no paint or renovation ongoing. Everyone agreed to this initially and the reservation was prepaid in advance. If we are providing accommodation, even an upgraded room type for your folks with none of the issues that were affected by the minor renovations, the cancellation policy still applies and you cannot just be demanding refunds because one feels like it. You and your party repeatedly asked Bella for her full name, which none of my front desk agents are required to provide to anyone and serve no helpful purpose in the least. When Bella called me that day I could hear the commotion caused by your party in the background in the lobby despite her having stepped away. We always go above and beyond to provide outstanding hospitality as borne out in the numerous reviews below, but we cannot suffer these kind of poor displays of behavior when we have upgraded the room and alleviated the initial concern of the minor paint smell in the hallways. This is especially true when Bella juggled around rooms and went out of her way despite what your review would have others believe.