Hyatt Place Salt Lake City/Farmington/Station Park — Hotel in Farmington

I usually only post a review if something is exceptional, however, I have had such bad interactions with the general manager, Collin Townsend, on not 1 but 2 different occasions. The first incidence was when I came to stay a week for work. Upon arrival I was asked to provide a card for incidentals, I provided my debit card since "incidentals" usually only puts a small hold on your card. However, the individual working the front desk charged the entire week to my debit card (after already having a valid credit card on file from my company and a receipt from a third party agency saying that it the reservation was paid in full). This poor individual was so sweet but did not know how to reverse her mistake. Her manager was supposed to be "on call" but specifically told her employers not to call her because she had a baby at home. Being a single, working mom who works all kinds of hours, I can understand her frustration but NEVER would I tell an employee of mine to not call me if they needed me when I am supposed to be on the clock. I asked to be connected with the general manager and he was extremely rude to me. He blamed me for using a third party company and that the third party company (Tripadvisor or Expedia, I can't remember which one) didn't provide the funds to the hotel. I tried explaining to him that was an issue between the hotel and the third party agency, not between me and the hotel since I had a confirmation number and receipt saying the stay was paid in full. He seemed exacerbated and his customer service skills were horrendous- the fact that he is a general manager blows my mind. He finally offered one free stay, but I didn't even set up an account for I had no intention on staying at a Hyatt again. Oh, and it took a full week for my debit card to be reimbursed over $1200!!

Fast forward a few months and I scheduled a few nights out of convenience of a work meeting being held at this hotel. Unfortunately due to weather my flight was cancelled and I wasn't going to make it to the meeting. I called the hotel and cancelled my reservation and the person who I talked to at the front desk told me "its all taken care of". I took this person for their word, which was a mistake after my last experience at the hotel. The staff clearly does not have enough training and it is reflective from top-down management. I was notified by my company that I needed to hand in a receipt to verify a charge on the company card. I go and look and it was from the hotel. They charged me a no-show fee of over $200, despite me calling and cancelling. Collin answered the phone when I called to dispute this and he sent me the receipt of this no show FOR THE FIRST TIME while I was on the phone with him. He refused to reimburse for the charges because he said it was policy for a no show and that I should have received a cancellation email if I called and cancelled. We went back and forth a bit and he still refused to reimburse saying "well you aren't going to stay here again anyway" as if that would make a difference in the type of customer service I received. Seeing another review from 2 weeks ago of someone else who had such a terrible experience with this person validated my perceptions of this person and that it wasn't a "just me" thing. I truly hope that this review saves at least one other person from having to deal with such a rude individual and a hotel that basically tries to steal money from...

The hotel was very clean, and the location is convenient, although if you're staying there it would be nice to know that you have to either take the elevator or stairs to the lobby as upon entry at the main entrance it can be confused for a back entrance one might use after check-in. I would give this hotel 5 stars but two incidences made it so I could not. The two girls at the front desk upon check-in were super friendly, helpful and made the process quick and easy; however, once my mother, grandmother and I checked in we left to get dinner, when we came back and headed to bed we realized once we were already in our nightclothes that we needed additional blankets and pillows, so we called the "gallery" host and was told we’d have to go all the way to the lobby (we were on floor 3 on the other side of the building from the gallery) at 10PM because there was no one to bring them to us. I gave them the benefit of the doubt because it was late, but I will say I’ve stayed at far cheaper, less nice hotels that have gladly brought me extra items at all hours. The next day we left the room for 5 hours and specifically left the "do not disturb" sign off the door so we could get the trash cans taken out and more towels. We even left a note to let them know they didn’t have to waste their time making the bed or doing anything but emptying the trash cans and replacing the towels! When we returned the room hadn’t been touched, which was annoying, but I gave them the benefit of the doubt again. The gallery host did say upon check-in that they were booked all weekend. My mother and I had plans that night so we were leaving around 5:30 and realized there was no toilet paper left as there was only 1 roll when we checked in and they did not replace it because housekeeping did not visit our room, so because we left I called the gallery to ask for more, I called at about 5PM to get some before we left so we didn't leave my grandmother in the room alone, having to answer the door to strangers. When I called they said we’d have to go down and get it and when I mentioned we were getting ready and that it was for my elderly grandmother while we stepped out for a few hours they didn't seem to care so we were forced to rush to the gallery to get a single roll of toilet paper right as we were about to head out for an event. The hotel is very nice, the lobby, surroundings and rooms and the gallery hosts were as well upon check-in, but I'm left underwhelmed as I paid about $500 for 2 nights at this hotel only to run out of toilet paper, not have towels replaced or trash cans emptied and to have to run down to the gallery at 10PM for additional blankets. I could have easily stayed at another hotel for half the cost and received better service.

Also, after reading the owner's responses to less than "super" reviews without any offers to fix people's far worse situations than mine it leaves a bad taste in my mouth, as it seems this hotel's management is concerned with promoting and thanking good reviews and offering nothing but a "we plan to make this better" to those who have had horrible...

First shout out to staff member Katie, who came through in a clutch. Wow you are amazing and an absolutely gem. Long review warning. This hotel is located in a upscale outdoor mall in small city that is not that close to salt lake city. 20 minutes away. It's staffed by locals of this small town. The culture of this area is dirt bike upper middle class construction workers. Not saying that's bad as everybody is very friendly if you say "hi". Just wanted you to know so you weren't suprised at all the women wearing Tru Religion denim with their husbands driving 70k super awesome trucks. Snow basin resort is about 45min away, and the rest of the resorts 90 min. Pros: great location if you are staying in davis county. The mall that houses the hotel has great shops, although they close early but lots of entry level Luxury shops, fun restaurants and a movie theater. Staff is great and the provided breakfast is delicious. We had potato barbracoa with eggs on the side today. Can't say I eat that well at home. Pool is luke warm, which I like as cold pools suck and hot pools aren't pointless in the summer. Also nice touch having bathrooms right next to the pool with hot showers to get the cloreen off and or changed.Rooms have very good sound insulation. Much better then the Waldorf Historia in park city. We got the room with two queens and a pull out. Beds are pest free, mattresses are Sealy posturepedic . Sheets are soft but not 5 star. The hotel restaurant food does the job, and you are allowed drink alcohol with food only. (Local laws, but thats diversity) Cons: the hotel took over office space so the design is a little weird. You have to take two elevators to get to the upper floors. Not a big deal as when I stay in DC they have the same design on purpose for safety and to keep the riffraff out. Parking is odd since it's in a mall. Only about 50 cars in the close parking, then you have to park in the main mall parking lot. Things to know: it's light staffed as the clientele is pretty self reliant by nature. So if you are used to being waited on hand and foot and calling the front desk for everything, don't stay here. Mall is dead by 9pm with most shops closing earlier. No bell hop available but bell carts are there to use. Conclusion,...