Sleep Inn & Suites Hurricane Zion Park Area — Hotel in Hurricane

I booked a stay at Sleep Inn & Suites Hurricane Zion Park Area (“Sleep Inn”) in July. What happened to me was a breach of Sleep Inns terms, representations, and communications. This is the worst hotel experience I have ever had in my life and I travel frequently. The man working the front desk provided the worst customer service I have ever experienced in my life. Do not book this property if you have a late flight that may be delayed. ||||Our flight came in late and I messaged property beforehand about late arrival. The hotel responded and said that’s fine. I also checked the online choice hotels policy (Sleep Inn is an affiliate of Choice Hotels) which says you can check in anytime before 7am. The Sleep Inn & Suites Hurricane Zion Park Area booking listing also says that check in is open until 6am I thought all was good.||||We had a late flight and were waiting at rental car pick up for awhile. We arrived at Sleep Inns tired from our journey and ready to check in a little after 4:30 am which is well before the check in cut off times posted online. However our night was just beginning as we were about to be thrown out to the curb by sleep inn for no reason other than pure incompetency and poor customer service.||||The man working at the front desk on the night of 07/24/25-07/25/25 said we were too late (contrary to the policies posted by choice hotels) and he could not check us in or else he would be fired. Expedia tried to call and resolve the issue but the staff member was not willing to fulfill the hotels obligations and eventually stopped answering the phone. The staff member told us there was no manager who could be contacted and that he had no idea when a manager or supervisor would come to work.||||I asked for confirmation that he was telling me that he didn’t know when his boss came to work, and he said yes. He also represented that there was no corporate help number for sleep inn or choice hotels and that there was nobody to contact to address situations at the hotel such as this one. He refused to contact anyone at choice hotels or anyone in management. As a frequent traveler who stays in hotels often, that is shocking to me that a hotel would leave an obviously inept staff member without a way to contact help if needed. That is not a safe practice for a public accommodation, as many situations can arise at hotels that need proper support. ||||Overall, this staff member was incredibly unhelpful, refused to give us the room we paid for, and could care less if we had to sleep in a ditch near the side of the road. He was condescending and kept reiterating that he would be fired if he checked us in. He demonstrated no desire to help us at all. It is by far the most humiliating experience I’ve had at any business whatsoever and basically ruined the entire first day of our vacation. ||||He refused to check us in or offer any sort of resolution. He refused to contact a manager or supervisor. As a result we were left without a place to stay and had to try to sleep in our car. We ended up getting no sleep and not feeling well/sleep deprived for our first day of vacation. We had to drive to another location and that was stressful considering our lack of sleep. This situation would have been even more dangerous if we were elderly, had health conditions, or were traveling with small children. ||||I’m left with grave concerns about how Sleep Inn & Suites Hurricane Zion Park Area is run. They breached their representations to the public. They left a paying customer in an unsafe situation. They either employed an incompetent staff member or failed to train him properly. I have serious concerns about the ability of this staff member to adequately address other situations that come up at the hotel. This is highly concerning as a hotel guest and I am not sure I would feel safe staying at Sleep Inn & Suites Hurricane Zion Park Area or a choice hotels brand hotel again. ||||I really am looking for answers about what happened to me and some accountability from the hotel for what happened. I do not want this to happen to any other guest ever again. I hope choice hotels takes...

Employee Jessica called police on me & filed a false police report! Police agreed with me! Here’s the story:

I arrived at Sleep Inn & checked into my room. The room hadn’t been vacuumed & had literally hundreds of hairs on the carpet. I figured it wasn’t a big deal so I went down to the front desk a politely informed them of the hair & asked for a different room. I was given a key for room #211, but when I opened that room I was met with an strong sewer odor. The other member of my group agreed.

I went back to the front desk & told them about the sewer smell. At this point I was tired & just wanted to sleep, so requested my stay be canceled so I could try a different hotel. I was polite & never raised my voice at the front desk employee Jessica, but I was met with hostility & accusations of lying. I asked for my stay to be canceled & Jennifer refused. I explained that the first room was unvacuumed & she directly accused me of lying. She said all of their rooms were clean, to which I replied it was impossible for her to know the exact state of each room. I said I was happy to go up to the room to literally show her the hair but she refused & insisted on being willfully ignorant. I again asked her to go look at the room to literally see the hair on the ground so she would have proof I wasn’t lying.

I work in customer service & have never accused a customer of lying. The other member of my group corroborated my story but Jessica ignored it. My heart started pounding, but I wasn’t rude to Jessica. I simply stated the facts & requested a cancellation. I wanted to record this in case I needed to escalate this to a manager so I began filming. The employee covered her name tag & said she was going to call her manager. I said that was perfect since I was happy to talk to her manager. She never once asked us to leave. Instead of calling her manager, she dialed 911 & started blatantly lying to police, saying we were harassing her. I never once raised my voice, cursed or was rude beyond stating facts. I filmed for literally only 20 seconds before she called 911!

We got in our car & started to leave when Jessica ran out & attempted to block us in with her body. She first got behind the car & tried to push up against the trunk as I was reversing. Luckily I was able to shift into drive & squeezed out without touching her. When she realized she couldn’t physically block us, she threatening pushed her phone up to my passenger window in an attempt to intimidate us.

The police arrived & took statements from me, the other person in my party & Jessica. I told the police I filmed the interaction & they asked to see the video. They watched the video & agreed that I never raised my voice or did anything that could be considered harassment. We were all shocked she called 911 after only 20 seconds of filming. They agreed that my request for a cancellation was justified & didn’t get why she escalated things so hard. They said it was a civil matter & certainly nothing criminal happened, but they said Jessica wanted us trespassed from the hotel. I’ve never been trespassed anywhere ever before, so I said that was fine we went on our way.

Jessica is a danger to the public. Avoid this hotel while she is still employed. Her eagerness to accuse me of lying & her blatant disrespect of the local police are stunning. She literally tried to weaponize the police & lied to them. Thankfully I had video proof of the interaction that absolved me of her accusations.

To Jessica’s management: please ask her for the video she took while trying to threateningly block in my car. You will see how aggressive & unhinged she is. All she needed to do was walk down the hall to Room 222. Instead she dug in her heels, filed a false police report & made a fool of herself. Thanks Jessica,...

Decent Hotel with Room for Improvement Overall Rating: 3 out of 5 stars

I recently had the opportunity to stay at a hotel that left me with mixed feelings. While the experience had its ups and downs, there were certain aspects that stood out positively, as well as a few disappointing elements.

Starting with the positives, I must commend the hotel staff for their exceptional service. From the warm welcome at check-in to their prompt assistance throughout my stay, the staff demonstrated professionalism and friendliness. They were always ready to answer questions and offer recommendations, which greatly enhanced my overall experience.

The location of the hotel was also a notable aspect that added value to my stay. Situated in a convenient spot, it provided easy access to various attractions and restaurant options. This made exploring the surrounding area hassle-free and allowed me to make the most of my time.

However, there were a few areas where the hotel fell short. The hot tub, for instance, was not as warm as I had hoped. It would have been more enjoyable if the temperature had been higher, as it is a key feature that many guests look forward to using for relaxation and unwinding, especially after a long day hiking.

Additionally, the breakfast experience was average at best. While the food options were decent, I was disappointed to find that there was no syrup available for the pancakes. This oversight detracted from the overall breakfast experience.

Furthermore, one of the amenities that I expected to have access to was the internet in the lobby. Unfortunately, during my stay, it was not functioning properly. This was inconvenient as I had planned to use this facility for...