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All reviews bay view old port civic center underground parking within walking distance free shuttle shuttle service art museum keurig coffee maker front desk staff casco bay wharf area indoor pool hotel shuttle hotel restaurant few blocks congress street
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Reviewed September 6, 2018

We stayed at this hotel in 2016 and had a better experience. This time around, we were disappointed. This is what happened. We received a "reminders for check in" email a few days before. The check in time stated 3pm. We arrived at the front desk at 3pm. The woman stated that check in was 4pm, but, she would try to accommodate us. When i told her that the email stated 3pm, she said "Yes, some IHG properties have a 3pm check in, but this one does not." Confusing for guests! It turns out that a room was ready, so we headed up. We had booked a standard room with 2 beds with a bay view. When we opened the doors, there was an odor in the room that resembled "cat urine." That is the only thing i can describe it. We kicked off our shoes and went over the the window to enjoy the bay view. We suddenly had wet socks. The carpet on that side of the room was sopping wet and smelled terrible. There was a large stain, as well. We notified the front desk and they immediately sent up maintenance. After investigating, he fixed a leaking AC and stated that "it looks like it's been leaking for a long time, based on how much water is on the carpet." He then put a few towels on the carpet, moved them around with his sneakers, picked them up and left. So, the AC was fixed, but we were unable to walk over to that side of the room because the carpet remained wet. This was disappointing because i wanted to sit in the chair by the window and enjoy the view. And the smell persisted, due to the wet carpet. Later, when showering, the tub filled up with water and we found that the drain was completely clogged. My husband had to fiddle with it and try to clean it out the best he could, which was disgusting. I should've called the front desk again, but it was late and we just wanted to shower and go to bed. We managed to clear the drain partially, and the tub emptied slowly. We were charged a very high rate for this room and these problems are unacceptable. Another side note, for those who care, the pool is not heated. There is a sign that states "this pool is heated to 82 degrees." Not even close folks! Other guests in the pool area were commenting about this, as well. People just ended up leaving the pool area without swimming, including us. The water is freezing. We will not stay in this hotel again after our experience.

  • Stayed: September 2018, travelled with family
    • Location
    • Rooms
    • Service
1  Thank rowansmom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGService, Guest Relations Manager at Holiday Inn Portland By The Bay, responded to this reviewResponded 4 weeks ago

Hello rowansmom,

Unacceptable service, inadequate room conditions and freezing pool definitely are the things a guest shouldn't experience at a hotel. I'm sorry you had to go through these during your visit. What you described certainly isn't what Holiday Inn is know for. I've noted your feedback and shared this with the hotel. They will make sure that actions will be taken so this does not happen again.

Thank you for being our guest and for choosing to stay us. We look forward to hosting you again for a chance to make up for our shortcomings.

Regards,

Joel A
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 5, 2018 via mobile

We recently stayed here with two small children getting a crib and rollaway. The room was very nice and the king bed was super comfy. The view from our window was an amazing view of the bay. Downtown was about a 15 min walk. Anything farther we drove. The hotel does offer free shuttle service and given parking by the water I'd recommend considering it. All in all great service and great stay.

Stayed: August 2018, travelled with family
Thank Damian D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Stewart B, Front Office Manager at Holiday Inn Portland By The Bay, responded to this reviewResponded September 7, 2018

Thank you so much for your recent stay and for taking the time to write such a nice review. We hope that you are enjoying your summer season and that you will join us again very soon!

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Reviewed September 4, 2018

The location isn't ideal, but it's a short walk down to the port and activity. The room was clean and parking was easy. However, the service at the front desk was painfully slow. The staff was doing their best, but there just weren't enough of them. Breakfast was fine, BUT and this is a big but, don't order off the menu unless you have about 90 minutes to spare. Usually, hotel restaurants are good at getting breakfast served quickly knowing that guests might need to catch flights, etc. Not the case here. If we had not pre-paid for meal vouchers, we would have most definitely gone elsewhere. I would not return to this hotel the next time I am in Portland.

  • Stayed: August 2018, travelled as a couple
    • Value
    • Cleanliness
    • Service
Thank Tonia B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGService, Guest Relations Manager at Holiday Inn Portland By The Bay, responded to this reviewResponded 4 weeks ago


Hi Tonia B,

Thank you for letting us know about your experience and choosing to stay with Holiday Inn Portland By The Bay.

I have an idea of how you feel regarding the location of our hotel and the service of our staff. Also, it's sad to know that the breakfast we served wasn't impressive. All the things you've mentioned will help us improve the services that we provide. Our goal is to deliver exceptional service and comfortable accommodation to all of our guests and I appreciate your feedback. Reviews like yours are very valuable as they enable us to target areas we need to improve on. Rest assured that your feedback has been forwarded to the management team for reference.

On a lighter note, I am pleased that you found our rooms clean. The management team will use your compliments to acknowledge our housekeeping staff.

I truly hope that we will have a chance to make it up to you and provide you with a better experience upon your return.

All the best,

Peter J.
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 4, 2018

Memo to Cleaning Staff: When the sheets feel tired and threadbare it means it's time to put on new ones. If a negative thread count is possible, I experienced one. Memo to Self: Don't assume that the sheets will be changed each day. If the sheets need to be replaced, say something. Sorry Holiday Inn by the Bay, I won't stay with you again. Also, please note, the Holiday Inn by the Bay is not by the bay. It should be called Holiday Inn Way Up a Hill from the Bay.

  • Stayed: September 2018, travelled with friends
    • Location
    • Cleanliness
    • Service
1  Thank KerrMuggin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHGService, Guest Relations Manager at Holiday Inn Portland By The Bay, responded to this reviewResponded 4 weeks ago

Hi KerrMuggin!

Thanks for choosing Holiday Inn and taking the time to share your feedback. I'm disappointed to learn that you didn't completely enjoy your time with us due to the inconsistency of our Housekeeping's service. I've informed management of your input and I trust their capacity to correct this shortcoming to serve our guests better.

We're hopeful you give IHG another try for your future travels despite what happened.

Best,

Pam G
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 3, 2018

Only a passing stay as we travelled towards Cape Cod. Hotel had a great location in the middle of the city and only a short 8-10 minute work into the Bay area. The room was clean and spacious with a great view over the harbor. The staff were great with an efficient check in/out and the breakfast was very welcome.
Wish we had time to use the pool and gym.

  • Stayed: August 2018, travelled with family
    • Value
    • Location
    • Service
Thank howinoz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Stewart B, Front Office Manager at Holiday Inn Portland By The Bay, responded to this reviewResponded September 6, 2018

Thank you so much for letting us know about your stay. We are so happy to learn that you enjoyed your brief visit, and we hope that your next stay will allow you more time to enjoy our hotel and our wonderful city. Again, many thanks!

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