Having previously stayed at this property I felt confident that my stay, celebrating my mother's birthday, would be clean and comfortable at the Lake Oswego Phoenix Inn. I was very disappointed.
I was very surprised when we entered our room: #319, to immediately smell a musty, mildew scent and see extremely dirty carpet. (Also later found in the stairwell.) Mildew in the shower and on the shower curtain, dirty glasses, intermittent sound cut outs on our older model TV, a fridge that had no adjustments and got cool, but not cold, were just a few of the disappointments to follow.
The usual 'fresh baked cookies' were non-existent. One old cookie seemed to be on the front desk plate for the two days we were there. We always seemed to miss fresh coffee too, and always had 'decaf' in our room instead of regular - which I thought odd.
What was good? The WiFi was excellent, the microwave worked for both reheating dinners and making popcorn. We used the pool and Jacuzzi, both of which were clean and in working order.
What was bad? The room we received was simply 'unclean', and even on the second day when the room had been attended by housekeeping, it was still unclean. Leaving bits of paper around the room in major traffic areas to see if vacuuming occurred yielded evidence that it had not. Items left on the countertop near the sinks were not moved - indicating to me that they'd not wiped down the area. Beds were not terrible, but slightly lumpy with a few rock-hard pillows.
Bedding and fixtures were dated in this room, but we'd previously stayed at this property and received an updated, 1st floor room that was very nice. Clean and comfortable, not at all like what we received this time.
The road noise from I-5 was extremely bad in this room! At 4:30am or so the sound of traffic was so loud, none of us could sleep. We had not experienced that the last time in a first floor room on the Bangy road side.
I booked this stay through Hotwire and wondered if perhaps that's why we received such a sub-par room. No matter what the reason, it was bad enough that I complained to the front desk upon check-out. The resident manager was apparently in the building, but had her front desk clerk talk with us - she never came out to discuss our concerns with the room.
I laughed to myself as I read the sign at the front desk proudly announcing their 'Diamond' status with AAA for 2012. Apparently whoever checked out the property to give out that rating didn't see room #319!
While disappointed in the lack of cleanliness and overall comfort of our room, I was most disappointed in the lack of customer service provided when those concerns were brought to the front desk. The desk clerk was pleasant, but powerless and the manager never came out to take the heat.
Upon returning home I wrote to the corporate office and the general manager of the property, sharing photos of the conditions of the room. I don't know if that will get a response, but I certainly hope they will look into it for the future guests of the property.
I will not be returning to this property, and would recommend you avoid it too, unless these issues are addressed.
- Official Description (provided by the hotel):
- The Phoenix Inn Suites hotel in Lake Oswego, Oregon offers 62 spacious, comfortable and inviting suite accommodations with an indoor pool. Each sleeping room offers amenities with both the corporate guest and the leisure guest in mind. We offer blocks of rooms for wedding parties, plus other events. ... more less
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- Also Known As:
- Phoenix Hotel Lake Oswego