Thank you for the feedback Marianne W. Our game room is a great place to enjoy with family or friends. Our staff is friendly and want our guest to enjoy their time in Portland. We want payments to be smooth for our guests, there are serval 3rd party companies we work with who have direct bill accounts, we also use E-sertifi a secure way to collect credit card information for prepayment. If someone wants to prepay for their room we make the process as easy as we can. When a guest checks in their card is authorized for incidentals and room and tax unless the room has been prepaid. When a guest checks out their card is charged and we release the incidentals hold. We email or print a receipt depending on the guest's preference. If your room was prepaid payment should have taken place and been attached to your reservation prior to your arrival. We do make mistakes and I am sorry for the difficulty this is caused you. We do have processes in place to make sure this doesn't happen are Front Desk Team takes prepayments daily for future guests. We strive to make sure our guests enjoy themselves while in Portland and would never want the payment after checking out to be an issue.
Thank you,
Rachel