We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotels

Staybridge Suites Hillsboro-Orenco Station

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We went to ****** on vacation to see our family and friends traveling with my family including my husband and 2 children ages 2 and 8. Upon arriving at Staybridge Suites Orenco Station after a long day of traveling the room looked fine until late that eve we started noticing ants in the bathrooms and kitchen area. Upon further investigation we also noticed small black tic like bugs in the kitchen on the backsplash. After cleaning and killing what we could we went to bed. When we woke in the morning we noticed there were tons of ants everywhere in our room. Both bathrooms and kitchen areas. That morning on our way out to one of our family functions we let the front desk know of the situation. He asked if we wanted to move to another room. I said to him, being that were on the 3rd floor I would imagine that theyre on every floor in every room to which he replied yes that they had admittedly been battling an infestation. He then told me that they could go treat and clean our room while were gone for the day and take care of it. I also told him we would be seeking a full refund to which he stated he understood completely and would be letting his higher *** know this would be coming through the line. I thought awesome yeah thats perfect! When we got home late that evening with a sleeping toddler on our arms we noticed dead bugs all over the kitchen counters and throughout the room as well as tons of live ones. My first thought is why would they be renting rooms that they know are infested with bugs? After throwing all our food away that we purchased all in closed containers and cleaning the dead bugs as best as we could we went to bed. Upon waking in the morning they were covering our beds, our bags and clothes. That morning we departed and again let the front desk guy know. Later at another destination we would be finding live bugs in our bags and all over our belongings. I have gone through IHG corporate, who sent me to the Orenco location manager **** who has tr

    Business Response

    Date: 07/20/2023

    **************** and his family stayed at our hotel. They unfortunately experience sugar ants in their room. The guest does state they had a winged fly in their room as well, but I cannot distinguish anything from Sugar Ants from the photograph. ***** stated that they had all food sealed or put away but in the background of one photo you can see fruit on counter. Sugar ants are harmless and do not bite. They are attracted to food/sugar,and are tiny enough to get into the building through any crevase. ********* is sympathetic to the guest's experience. ********* has offered the guest a 25% refund which has already been refunded to the guests travel agency.  ********* has been in communciation with the guest.  The guest is adamant about a full refund. The guest utilized *************** and amenities for the entirety of the four-night stay. Attached is guest folio from stay which reflects refund to guest. 

     

     

    Customer Answer

    Date: 07/20/2023

    Sent: Thursday, July 20, 2023 1:47:04 PM
    To: Info <**********************************>
    Subject: Message from BBB.org

    Continued.after sending **** pictures and videos he offered %25 refund which is just completely unacceptable. I let him know I wouldnt except this and apparently he already refunded %25 back to Expedia so now I have to contact Expedia to somehow then have them refund to my original form of payment. He didnt ask me if I would except %25 which I wont he just did it then emailed me telling me this is what it is so Im very unhappy and were still seeking the remaining %75 less the water and electricity we used. We had to throw away groceries we bought from the ants being all over everything we had to throw away take out food that we had due to this same issue. I mean this room was infested. We had so much going on in the short time we were there so I really thought their staff would be able to take care of the situation when we left but again when we got back late that night and again when we woke up just bugs everywhere including all over our beds. Please help me retrieve the remaining %75 of our stay. Ive been seeking a full refund since the beginning and he knows that and doesnt seem to care. Theyre knowingly renting out rooms when there entire hotel should be closed while they treat it or I would imagine this will continue to happen. No one wants to spend hard earned money on bug infested rooms nor should anyone have to worry about the safety and sanitation of a hotel room. Thank you for your help!!! Saabrah ******

    Sent from Saabrah ****** (**************************)


Staybridge Suites Hillsboro-Orenco Station is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.