I stayed in this Aloft for two nights, making the reservation online and paying in advance so there would be no balance due at check in. When i went to check in a few days later, the gentleman behind the counter said they had to run my card to for a $50.00 security fee. Which was fine. However, the person behind the desk charged me the $50 PLUS both nights again. (My bank sent me an alert on my phone stating that my card had been charged for over $300 plus the $50.) When I pointed this out, the desk person told me this would reverse in 24 hours. It didn't. On my second day I was told by the manager that the charge would be reversed with in 72 hours. It wasn't I called the customer service line and was told it would take up to 5 business days. After 8 days the additional 2 day charge was still on my card. I called customer service again and was told the manager had to reverse the charges but hadn't yet done it. I called and spoke to the manager who told me customer service had to reverse the charge. So I called customer service again...who told me it was up to the manager. Basically, it was a back and forth-customer service saying it was the manager, the manager saying it was customer service. I called the manager back one last time, trying to get some action taken. The manger literally said to me, "well, what do you expect me to do about it?" Real nice. Eventually, I had to go down to my bank to have the charges taken off. Better still, my bank informed me that Aloft tried to charge me for a THIRD night but it was rejected by my bank for fraudulent activity. Again, real nice.
This is a great hotel in a great location, but I'll never stay here again and I'll shout as loudly as I can from the rooftops to anyone who'll listen to stay away from the Aloft at the airport, in Portland.
