10155 SW Capitol Hwy, Portland, OR | Directions 9721945.451987 -122.722681
My mother-in-law arrived for a visit and we took her to check in at the Hospitality Inn where she had booked a room six weeks prior. The Inn is conveniently located just down the street and we had used it before for our guests without any problems.
When my mother-in-law attempted to check in, she was told that despite placing a reservation for their handicapped accessible room six weeks ago, the room had been given to someone else. My mother-in-law is partially disabled and required an ADA shower. The clerk, "Jeff," offered us another room and let us inspect it. My mother-in-law examined the shower and was satisfied that she could use it. She and my wife returned home and left me to check the room for bedbugs. Jeff asked what I was doing and I explained I was going to examine the room. He demanded to know what I was examining, and I told him I was checking for bedbugs. He exclaimed that the hotel housed overflow from Doernbecher Hospital and OHSU. I told him I knew that but I examined all hotel rooms before using them.
I found the bed in poor shape. The covering consisted of a sheet with three parallel tears atop a covering and two more sheets under the covering. I pulled back the sheets to examine the sides and discovered the bed consisted of a king-sized mattress balanced between two twin-sized box springs. I scanned along the box springs and discovered several wide brownish stains that looked as if someone had failed to clean off blood and simply smeared it around. While examining the box springs I also discovered the carpet was peeling off the wall.
Taking a closer look at the coverings I found several dark red pinpricks resembling bedbug discharge along the edge of the cover. After finding this I went to the lobby to speak with Jeff. I asked him to take a look at the bed and he followed me back. When I showed him the stains, he became defensive and yelled again that they housed overflow from the hospitals and that they washed all bedding according to requested health standards. I told him that yes, that would kill bedbugs in the sheets but they could nest in the box springs, behind the headboard and in furniture. He then told me that there was nothing he had that could possibly meet my standards, rudely told me he was going to cancel the reservation, and left the room.
I returned to the lobby. Jeff then shouted at me telling me that in ten years at his job he hadn't met anyone as insulting as I was, even though I had been more than polite in my interactions with him. When I tried to explain my concerns, he said he didn't care and that I was an embarrassment. I said, “So much for customer service.” He responded, “None for you.”
I asked that he give me a receipt for the refund and he told me my mother-in-law would have to return to claim it. I contacted her and told her of the situation and that I would wait for her. Jeff ignored me for a while and then decided to void the transaction to get rid of me and give me a receipt for that. I took the receipt, told my mother-in-law to wait and left.
All Jeff had to do was replace the stained and torn bedding and my mother-in-law would have been satisfied with the room. Instead we were forced, at 6 p.m., to canvass the area to find another place for her to stay, one that was more expensive, and is too far away for her to walk to our condo to visit.
Due to the poor service, attitude, and signs of possible bed bug infestation I would not recommend this place to anyone ever again. If you are sent here by one of the Portland area hospitals I would ask for other recommendations.
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