Oxford Suites Hermiston

Great and helpful front desk staff!

The hotel is always clean. Staff are helpful and friendly.

We have stayed at this facility for the past 13 years, when we visit family in Hermiston. Maybe a total of 20-30 overnight stays. Unfortunately, this last visit was the breaker. Let’s start with the good: the ladies that work the breakfast area are and always have been the friendliest. They will make your breakfast just the way you like, and they are so polite and friendly. They have been on point every visit. The bad: we arrived in Thursday evening and checked into our room. Ordered pizza, had dinner, then started to get ready for bed. That’s when we started noticing things. Both the bathroom door and main door had a sticky substance streaming down. It looked like someone had tried “blessing” the room. When I went to brush my teeth, there appeared to be toothpaste splatter still on the backsplash and bottom of the Mirror above the sink. I went downstairs and told the receptionist we had some cleanliness issues with our room. He just stared at me. Said nothing. So I continued to tell him the issue. Again, silence. So I asked “can we move to a clean room?” He proceeded to look at his computer and said said he could move us to the third floor. So we did. Room number 2 has head boards that were in such terrible condition that just the slightest touch caused flaking. We didn’t want to sleep in crumbling headboard. I went back down to the front desk and again asked for another room. Room number 3, we no sooner walked in, my mother in law said “what’s wrong with the toilet?” It was running and had a clear paper clog. Again, I went back downstairs. Room number 4, still has pealing headboards, but not nearly as bad as the other one. But when we opened the fridge to put our food items in it, it was full of water that then soaked the floor. I went back downstairs to ask for extra towels and to notify of the water mess, but told the receptionist we did not want to move rooms again. We were tired. Now for the Ugly: the next morning, my husband and I went downstairs for coffee. Upon returning to our room , I went over to the bed to lay back down and as I moved the pillow, I found a bed bug. I put it in a glass and went downstairs. The receptionist, Catalina, (different from the guy helping me the night before) apologized repeatedly (our first apology of any kind since arriving), called the housekeeping manager (she verified it was a bed bug). They tried moving me a new room and I said absolutely not. I want my money back and we are checking out. She (Catalina) tried asking the receptionist just coming onto shift (Jeff) to help her and he snapped at her “I just got here, can you give me a minute”. It wasn’t until he heard the whole story that his attitude changed and became more friendly. After leaving the hotel, the assistant manager phoned me to reassure me that my money would be refunded, housekeeping was being retained, and Pest control was being called, out of caution since the bug could not be verified (there’s no doubt that it was a bed bug). He also offered a free stay next time we are in town. I politely declined.

Quiet, Great breakfast. Beds very comfortable. Friendly staff. Easy check in abd check out. Rates are very reasonable.

As with any hotel experience, the true test is what happens when something goes wrong. “It’s all fine, until it’s not.” Unfortunately, my experience with this hotel’s management staff is negative. When we checked in, the information on our confirmation did not match the hotel’s system, both with the dates of our multiple week stay and with the room type. We spoke with multiple levels of management, who each offered various and at times conflicting reasons for the problems with out reservation and why they were not to blame. The Assistant Manager Sean Locke was particularly condescending to me, and the General Manager Cari Shafer was entirely absent from any resolution effort once we checked in. Other staff in the hotel were professional and discrete, but it became clear that they were familiar with the lack of communication and effective resolution I was experiencing. Management’s reply will be that they offered us a similar room type, and that they couldn’t talk with me because I was “not the one paying the bills” (verbatim quote from Sean, referring to this stay being paid for by my husband’s work). The challenge is that the “similar” room was not configured well for weeks of remote professional office work that involves frequent virtual meetings. My impression of the hotel and its management would be a lot different if they had not all deflected the issue as being not their fault. I had to be the one making the inquiries - at no point were they the ones to be reaching out and following up with me as their guest who had expressed a concern. They just seemed like they really didn’t care. And that is what came across from talking with the staff - they were great to me, but they don’t feel cared about either. In the end, we are leaving two days into our stay.

Clean. breakfast was nice. Nice dog friendly area. Room was a nice size

Headboards in our room were both completely torn up (pleather material). Toilet was clogged on the first morning. Steps not well lit, definitely a tripping hazard for my husband who has vision problems.

Everything

Nothing

Maybe spend less on decorations and more on upkeep. Pool is dirty, hot tub Luke warm, bar tender ignores you, soup is wet flour. The bathtub has gouges in it and the headboard is torn up...had a dozen too many heads banged into it.

Great place to stay breakfast was awesome great to have a choice for breakfast also great soup and salad. Samon was extremely good would recommend to all