Embassy Suites by Hilton Portland Tigard♡

WORST EXPERIENCE

2.0

I made a reservation about two weeks before arrival date. I got an email confirmation of my booking and my card got charged the very next day. My family drove ~9hrs to get to Oregon and were running late to check in, so I called the hotel to see if we could check in over the phone. I did not receive an email with a link to check in. Front desk finally picked up the phone after so many times of calling. At first, she could not find my reservation, but said later on that Hilton had canceled my reservation and did not know why. She said it may be due to “fraudulent activity,” and gave me an 800 number to call. My card was already charged, so I was shocked that my reservation was canceled. I called the 800 number to get some answers (and maybe a resolution), but I could not reach anyone. Since it was already so late and my family (with two children) traveled all day and had nowhere to sleep that night, we had no choice but to book elsewhere last minute. I was relieved to find another hotel for the night (and for our entire trip), but of course for a more expensive rate! I called my card that night, as well, since the front desk mentioned “fradaulent activity.” My account was not compromised or anything, but the charges could not be reversed until Hilton confirms that they did the cancellation and not me. Instead of being excited to celebrate my birthday, I spent the next day stressing and calling again to get a refund, but Hilton refused to give me my money back. When I was disputing this charge with my card, Hilton had us as “no show” because they decided to rebook us and we did not know about it. They canceled our reservation and DID NOT INFORM US!! They rebooked us and DID NOT INFORM US!! And then, had us as “no show” and refused to refund. We’re sticking with Hyatt hotels from now on!!!! WE LOST ~$700 and Hilton could not even provide me with any explanation as to why my reservation was canceled!!!!!

Nice Hotel Setup, but Poor Communication and Follow-Through

4.0

Our family of four stayed here from 7/17/26–7/19/26 for a soccer tournament. This hotel was chosen for our team. The hotel is a little older, and that was okay because it was what I expected. The check-in lines were very long, but I was able to check in through the Hilton app and use the digital key, which was great. The hotel was extremely busy, and there were several teams staying there for the tournament. I understand that they were busy, but if a hotel cannot operate at full capacity during a busy weekend, that is the hotel’s responsibility to manage. Guests should not have to suffer because of it. Before I get into the issues, I do want to mention some positives. They had a typical breakfast buffet, which was good. There was also a manager’s reception (we did not attend, but we could see from the balcony that many people were enjoying it). We took our 2-year-old to the pool, which was crowded most of the time, but we got lucky and found a time when it was empty. Again, since this was a soccer tournament weekend, there were a lot of kids, so the crowd was expected. The pool was small but usable, and the hot tub was a nice addition. As for the room, I liked that the bedroom was separated by a door, which was great for our family. However, my 16-year-old son slept on the pull-out sofa, and the mattress was extremely uncomfortable. It was very thin and not suitable for sleeping. There was only one extra pillow and one blanket available for the sofa bed. I called the front desk and requested additional pillows, an extra blanket, and extra towels. I was told they would be brought up, but they never arrived. I called again a couple of hours later, and once again I was told they would be sent up, but nothing was delivered. My son was getting ready for bed that first night and called the front desk again to request the pillows, blanket, and towels. We were again told they would be brought up, but they never came. The next morning, I went to the front desk to get physical room keys. While I was there, I asked about the pillows again. The receptionist apologized and said they were very busy and that they would be sent up. We left for the day, and when we returned, we still had not received anything. I called the front desk again, and once again nothing was brought to our room. I called one final time the second evening and spoke with someone who had just started their shift. She apologized and said she would personally make sure we received what we needed. Finally, about an hour later, someone brought up one blanket, four towels, and one pillow. We had requested four pillows, but we were told they did not have four available. I understand that hotels get busy, especially during large events, but this situation was very frustrating. If the staff had given us a realistic timeframe or simply explained that they were overwhelmed and it would take longer, I would have understood. What was upsetting was being repeatedly told something would be done and then having it completely ignored. The air conditioning in our room also was not working properly, and the room was hot that evening. I mentioned this when we requested the pillows and other items, and I was told a technician would come take a look. That never happened. I also messaged through the Hilton app and through text messages regarding these requests. Each time, I was told the items would be sent up, but they never arrived. Overall, I would estimate that we made the same requests 7–8 times before anything was finally brought to our room. I understand the hotel was busy due to the tournament, but the lack of follow-through and communication was disappointing.

Guest review

9.0

Breakfast and location

− Carper needs a deep cleaning. Pool too crowded and chlorine smell too intense

Don’t stay here!!

2.0

We have been here for four days and every morning there is a paper slid under our door telling us they are unable to clean our room today. That is unacceptable for the money we are spending to stay here. Our trash is overflowing and we had to go and beg for towels and toilet paper. Also the towels are so scratchy and rough, in desperate need of replacement. I would not stay here again.

Unsatisfactory

2.0

I have stayed at the hotel many times over the past few years and have seen it decline over the years. I am a Diamond member and have stayed here 3 times in the last 5 weeks. Each week there was at least one day where I received a paper memo under the door stating that they “were unable to provide regular suite cleaning.” I get that staffing issues arise from time to time, but 4 times in 3 visits seems excessive especially since I have personally seen the housekeeping staff just chatting it up for 15-30 minutes instead of cleaning rooms. The hotel also charges the highest parking fees ($17 per night) out of all of the hotels I stay at and if you forget to put your parking pass on your dash, security will put a parking violation on your windshield. The breakfast used to be so good and now it has been reduced to cheap quality powdered eggs, premade waffles and pancakes, and mystery meat sausages. They even took away the complimentary all day coffee. All of these changes and the price per night just keeps increasing. I think that from now on I will stay at the other Embassy across town. It is more modern, better service, and better value. If they are treating their Diamond members like this, how are they treating their other guests?

Great stay!

9.0

− Closing the atrium by telling people rather than posting. Lots of athletic teams were there during our stay and it was inconvenient to be told it was because complaints were said by people staying in rooms in the main atrium area.