Spark by Hilton Portland Airport Maine Mall

The fire alarm went off in the early morning and we all had to evacuate. Not the hotel's fault. However, everything that happened next was unnecessarily difficult. I messaged the hotel to ask for a refund. No response. I messaged again and was told someone would get back to me. By the time they did, they claimed it was too late to give me a refund since I had already checked out. They checked me out themselves prior to telling me to pound sand! I got some canned message about how they hope to meet my expectations next time. I received the automated survey and accurately rated them based on this experience. Same canned response. I phoned and someone said management would call me back in a couple of days. Nothing. I phoned again and someone said they would look into it and get back to me in an hour. Nothing. I emailed the hotel manager. Nothing. It's not difficult to come to the conclusion that they DGAF. I've stayed here several times in the past month. Here are other nitpicks in case management responds to this with another canned message about how this isn't their typical level of service: -staff weren't familiar with the water/snack that should be given out for status. When I asked about it, I was told to pick a bag of chips. Then I later found out they charged me for it. -staff had a friend loitering in the lobby at check-in. Probably more important than customer service. -there's no hotel map, so app check-in is a crapshoot. Even if you chose a room (the numbering isn't intuitive), they make you check in at the front desk and pay a deposit/authorize a hold, unlike any other Hilton that has your card on file. -there's no in-room coffee -the heat hasn't worked properly in most of the rooms I've stayed at It's not hard to deal with this type of fluke problem: 1. train staff on hotel standards and at least the golden rule 2. have front line staff reach out to customers and apologize. 3. if customer complains, offer points 4. if points isn't enough, escalate to management for partial/full refund

Location, staff, rooms, breakfast, everything was just great!

Only little thing was that the TV remote needed new batteries and the cable channel selections were limited but other than that it was an amazing stay!

Walking distance to airport Nice restaurant Friendly staff

N/A

I wish TripAdvisor had an option for NEGATIVE STARS. This motel - mind you, not a HOTEL - appears to be some run down place that Hilton took over and "re-made" - although that's too generous to describe this hotel. How about "sloppily" remade. I can't even say "renovated" because that's waaaaaay to strong of a word to describe this place. First off, the hallways are super long and dark and just plain CREEPY. Next, the rooms look like someone very lazily painted everything and the goal was to not worry about coloring inside the lines because my 10 year old could paint better than whoever painted my room. Rooms are not carpeted and it's the kind of place you definitely don't want to walk around in bare feet. The furniture appears to be somewhat new, but cheap and underwhelming. Bathroom was gross. Super sloppy painting and caulking again - looks like folks were being timesd on how quickly they could slap paint on the walls and move to the next room. Room walls are super thin. Hallways were super loud. I peaked in at the "free' breakfast" room and it looked like a creepy truck stop. I could not WAIT to leave this hotel. Stayed here only only only only because it appeared to have just opened and I thought, how nice to stay in a "NEW" hotel! It's not new. It's old and creepy and gross and I will never, ever stay here again. I'm feel like I'm getting hives just thinking about it.

Receptionist was super friendly and helpful.. Location was great. Booking and check in were easy. Breakfast was good and room was clean and comfortable. Would recommend. I've stay there prior when it was a Days Inn. Way nicer now.