Extended Stay America - Portland - Tigard

Business response:

Dear Matthew, We sincerely apologize for the issues you encountered during your stay, particularly the lack of air conditioning, running water, and the absence of support from our front desk. This is far from the experience we aim to provide, and we understand how frustrating this must have been. Please know that your concerns have been shared with our maintenance and guest service teams for immediate attention and correction. We truly value your input as it helps us improve our service and facilities. We hope to have the op... read more

Business response:

Dear Erica, We’re sorry to hear that your experience did not meet expectations and that you felt uncomfortable during your stay. While we do accommodate long-term guests, the safety and cleanliness of our property are top priorities. The issues you mentioned, including litter in the stairwells, are unacceptable and have been addressed with our housekeeping and security teams to ensure more frequent monitoring and upkeep. Your concerns are important to us, and we’re working to make meaningful improvements. We appreciate your ... read more

Business response:

Dear Leonard, We sincerely apologize for the disappointing experience you had during your stay. We understand your concerns regarding the condition of the property and the odor in the room, which clearly did not meet expectations. Your comments have been shared with our housekeeping and maintenance teams to address these issues promptly and ensure a more comfortable environment for all guests. We’re committed to improving our facilities and guest experience, and your feedback plays a vital role in that process. We hope to ha... read more

Business response:

Dear Jennifer, Thank you for bringing this to our attention. We are truly sorry about the conditions you encountered. What you described is deeply concerning and far from the experience we aim to provide. Cleanliness, proper maintenance, and guest comfort are fundamental, and your comments have been urgently shared with the appropriate teams for immediate correction. We understand the frustration this caused and are taking necessary steps to prevent future occurrences. Your feedback is essential in helping us identify where ... read more

Business response:

Dear carlos, We sincerely apologize for the unpleasant odor you encountered upon arrival and the issue with the broken shower head. This is certainly not the experience we aim to provide, and we understand how this impacted your stay. Our housekeeping and maintenance teams have been notified to address these issues promptly and ensure rooms are fresh and fully functional for all guests. We appreciate your feedback, as it helps us improve our services moving forward. We hope to have the opportunity to welcome you back and res... read more

Business response:

Dear Marissa, We sincerely apologize for the experience you had at our location. Your safety and comfort are our top priorities, and we regret that the property’s environment and condition did not meet expectations. The activity outside, the cleanliness issues, and the misrepresentation from online images are all concerns we take very seriously. We appreciate your kind words about our staff, and we’re glad they showed you courtesy and understanding. Please know your comments have been shared with management for immediate rev... read more

Business response:

Dear Kim, We sincerely apologize for the distressing experience you had during your stay. The presence of bedbugs is a serious concern. We follow the most rigorous industry standards regarding the cleanliness and pest control of our rooms, but the room you occupy will be professionally inspected and treated as a precaution. We also regret the issue regarding your room assignment. While we do our best to honor all requests, it’s clear we failed to meet expectations in your case, and for that, we are truly sorry. Your descript... read more

Business response:

Dear Guest, We sincerely apologize for the disappointing experience you had during your stay. The concerns you’ve raised regarding front desk service, lack of communication, room condition, and cleanliness fall well below the standards we aim to uphold. We are addressing these issues with our team to ensure better training, improved guest interaction, and stricter housekeeping protocols. Your comments about the bed comfort and water pressure are also being reviewed for necessary improvements. We appreciate you bringing these... read more