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Hampton Inn & Suites Portland-Pearl District


Country United States
State Oregon
City Portland
Address 354 NW 9th Ave
Phone 1 503-222-5200
Website https://www.hilton.com/

Hampton Inn & Suites Portland-Pearl District Reviews

  • Aug 3, 2021

My name is Ramon Romero. My family and I booked three rooms for a one night stay at Hampton Inn & Suites Portland West located at 1210 Brington ave Portland, ME 04102 for the night of August 1st, 2021. Up to yesterday, my experience had always met expectations. We checked in early afternoon. After an hour in accommodating ourselves into room 325, where Nathaly and I intended to stay the night, we found a mold filled slice of pizza in the mini fridge.

We called front desk and it was taken care of immediately. We were satisfied, a mistake can happen and everything else seemed right. What I haven’t been able to withstand is experience in room 325 and the poor professionalism from the staff, which I will explain in the next words in detail. Around the times of 1:30am-200am Monday august 2nd, Nathaly wakes up from the bed to an uncomfortable warm to hot itchy sensation on her right upper and rear part of her leg, after accessing the hives we both saw on her, we thought it could be bites from insects.

We searched the bed and found an insect and a spot. The bites and how the insect look led us to believe it was a bed bug. I then called front desk and what happens next is inhuman and troubling to the Hilton’s image of customer service. I spoke with AJ on the phone. AJ was evasive and questioned our judgement, after being explained what happened. In his own words, AJ said, how come we didn’t noticed the bed bugs during the day. I asked for him to come to the room but his answer was he couldn’t leave the front desk.

I then requested to speak to the manager. AJ calls me back to the room telephone as we’re getting ready to leave room 325. We did not feel safe staying more time. On the phone with AJ, he expresses no concern as he tells us there’s nothing he can do, he has no more available rooms, he can not accommodate us no where else, we were welcome to stay or leave as we please and the manager comes in later at 3pm. We gathered our belongings and went down to the lobby where we spent the next hour trying to think up a possible solution and outcome for Nathaly’s bites and our stay for the rest of the night.

AJ refused my request of work phone numbers and emails of anyone else that could help. In his own words he said Wendy the manager was new and she didn’t have an email and that we wouldn’t call her because she’s home, but at the time of the incident when I called him from the room, he said he had spoken to her about the situation, which I find hard to believe that an hour later from the incident, the manager can no longer be called.

Nathaly was in pain from the bites, we bought water and claritin(first pack AJ handed me were four month expired)for Nathaly hoping that would make it better for the time being. We then left to our car parked at the lot to spend the rest of the morning. The rest of my family were in the rooms. I came back into the lobby to request an incident report, AJ creates a theatrical piece where he shuffles some papers looking for an incident report that he never created and no one else could of made because he was the only staff present.

I went back to breakfast after that. When we came back someone else was at the front desk, a short lady. I explained what happened but she also denied help saying she had no incident report and no work numbers or emails to anyone above her. She had me write up an incident report on a paper printer page. I left my phone number and email address on the page. It is now Tuesday afternoon. I haven’t yet been reached for help by anyone at Hilton.

I have pictures on the marks on Nathaly’s body, pictures of the bug we found, a video of the room n stain on the sheet, video of the last conversation with AJ, a picture of the incident I was asked to write up.

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