ldsant

I've had this problem at many hotels that I've stayed at. Are you sure you didn't have the thermostat set to the actual temperature/Hi and NOT automatic? I've found more and more that SPG GMs and staff don't care if they lose customers; there will be another one that will step in. They are now more of a commodity chain - go in with that expectation and you'll be fine. No expectations and no service - that seems to be the new SPG way.

Want personalization and a caring attitude? Stay at Kimptons or higher end hotels like Mandarin Oriental, Pan Pacifics, Four Seasons, etc.

belynch

Checked out yesterday after a two night stay. I've been traveling to PDX almost every other week (if not weekly) for the last 1.5 years. Stayed at this Westin a handful of times and, although not too convenient to work site, ended-up staying there this week because of a large convention in town. Booked the room on the SPG app earlier in the week when I realized my usual hotels were sold out. The only room available on the app was a studio suite, which showed-up as the room type in the confirmation email.

Arrived at the hotel around 12:30am and the front desk associate welcomed me and informed me I had been upgraded to a Deluxe room.

I blinked two or three times, searched the rolodex of hotel rooms in my head, and realized that -- having stayed at this property before -- that a Deluxe room was not a studio suite. I confirmed this with the front desk associate who then said "I'm sorry we couldn't accommodate an upgrade for you."

Despite his best efforts at jedi mind tricking me I produced the confirmation email on my phone and showed it to him (how did it even get that far?!). He then stated he didn't know for which stay I was showing him (I guess time stamps don't work in PDX?). I suggested he look at the reservation profile in his computer and all he said was "someone should have told me something. No one told me anything. This is the only room I have for you, if you don't want it, that's fine."

I stopped by the front desk the next day and the front desk manager was obviously waiting for me and he said he adjusted my room rate down to the room I was actually provided. Great! Met the minimum legal requirement! I was in a hurry so didn't push it, but did advise the manager that while the room provided isn't a big deal (I was traveling by myself and had a Deluxe room been available at time of booking, that's what I would have booked) I was rather disappointed in the way the hotel handled it. A simple, proactive "I'm sorry, here's what happened, here's what we did, and here's how we're taking care of it" would have been more than enough. You know, customer service 101. He did tell me he put a note in my profile that I should be upgraded to the best available room the next time I'm at the property. I asked if he could put a note in my profile that said if downgrading, to just be honest about it (or simply don't do it).

This stay reinforced why I've been staying closer to my PDX work place in lieu of patronizing downtown SPG properties. Loyalty and starpoints be damned. At least when I stay close to the office they say hi, they know me, and I know what I'm getting even if the hotel isn't as nice and often times more expensive than the Westin.

Too bad, the Westin was in a position to pick-up 50+ nights/year from me if the stay had gone well. Sometimes doing the absolute minimum costs a lot.

Until the hotel management commits to some customer service training I can't recommend this hotel.

mbluecpa

I had almost the same thing happen a couple of years ago, absent claiming it was an upgrade. Booked a studio suite, was checked into a corner room. When I asked, I got something to the effect of a matter-of-fact "yeah, we were sold out." No apology. I had to ask them to adjust the rate downward, too. My only negative experience at that hotel but one that I distinctly remember.

TravelinSperry

Had a nice stay here - great breakfast spot and friendly front desk agents. Decent size room with lovely views of green trees on the hills. Would've liked an in room fridge rather than a stocked mini-bar (who uses those anyway)? Clear out the crap and give me an empty fridge I can use.

Bathroom is super large and has a nice walk in shower (rather than standing in a tub). Can watch the mountains from the shower if you'd like.

Had an issue with my room rate - emailed GM directly after trying to fix rate with front desk and back office personnel. He will not respond. Keeps sending me back to the same people who will not rectify the issue. Poor GM imo.

Otherwise a lovely stay in a good locale (easy to walk to the much cuter Pearl District and West Side). Downtown is not very nice and you don't want to stay down there much.

canadiantransplant

I had the same thing happen to me over Labor Day Weekend. Booked a studio suite and was told upon checkin that I had been "upgraded" to the top floor (which was strange because the PH Suite is in that location and there isn't a studio suite on that floor. I know this because I've stayed at this hotel a ton over the years).

Get to my room and it's a regular room. Go back downstairs and am politely told that the central office sent over that I had a traditional and not the studio suite. Showed them email confirmation and was politely told they were sold out. Asked to cancel and move to the Nines which was also sold out.

Then the situation started to improve. They gave me 10,000 Starpoints for my trouble. I then emailed the guest host explaining the situation and within three minutes the Director of Rooms was on the phone. They were able to downgrade the rate on my traditional room (it was initially prepaid) and moved me to the PH Suite the next night since it was open, which was pretty fab.

I'm actually staying there again in a few weeks so this time emailed the GM directly asking them to triple check that I'm booked in a corner room as that is the category I booked. Heard back almost immediately from both he and the guest host and it looks like I've already been upgraded to to a studio suite.

All this is to say that this is a pretty terrific property. I actually alternate between here and the Nines around the corner, based on price as I'm in Portland pretty often and find that they both have their pros and cons.

Hope this helps someone out there.

Hartmann

It appears the Westin in downtown Portland will be closing this summer, undergoing renovations, and reopening as the "Dossier" - http://www.bizjournals.com/portland/...-a-remake.html

Not clear if it will stay part of SPG but I doubt it.

mbluecpa

The renovation is underway as of about a month ago. The restaurant and bar are closed, and the hotel is substituting a voucher for a free drink and food from an onsite food truck. Notable, but not a huge inconvenience in a city with Portland's food options.

I arrived today and only one elevator is in service.

canadiantransplant

Interesting. Wonder if this will remain a SPG property. You can currently book through at least August 2018 so will be interesting to see how this pans out.

Personally, I love this property and always stay here or the Nines when in town. Hope it stays in the family!

tbaumann3

Just saw this message on the hotel's website:

Special Conditions
Leaving Marriott on August 1, 2017

The Westin Portland will be leaving Marriott on August 1, 2017. Reservations for dates on or after August 1, 2017, will not be eligible for Starwood Preferred Guest membership benefits, award redemption or accrual.

I made a reservation using points last week for Sept 21 -24 and did not see this message. Anyone know if this will be honored and if I will get my platinum benefits? If not, I may switch to The Nines

uscjeff

Yikes - this was always a really nice alternative when I used to travel to PDX if The Nines was too pricey. Very friendly staff - however hard to beat The Nines lounge for Plats

mbluecpa

Sorry to see this leaving as a Starwood option for PDX. I'd seen an article a while back that it might go independent or be reflagged but had not seen anything recently. I always appreciated the less-crowded feel versus the Nines. Guess it's back to the Nines as my regular pick.

Starwood Lurker

If you want to receive elite member benefits during your stay, you would have to stay at an SPG-participating property, which The Westin Portland will not be during your stay dates.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide, LLC

[email protected]

canadiantransplant

This was a great option when the Nines was really pricey and will be missed. There are several Marriott properties nearby but not nearly as nice as the Westin and the Nines.

This property is becoming the Dossier Hotel, which is owned by a local company: http://dossierhotel.com/

DivMiler

If one has a reservation for after August 1 made with either Points or Cash & Points, and later cancels the reservation after the hotel leaves SPG, will those points be returned to the SPG member?

Starwood Lurker

If canceled within policy, yes. But, it will take some additional leg-work. Because of this, it is always much better to cancel before they leave the system.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide, LLC

[email protected]