Staybridge Suites Lehi - Traverse Ridge Center by IHG — Hotel in Lehi

I booked a handicap room. I am a disabled veteran. When I arrived and went to the room, I laid down on the bed right away as I was exhausted from the long flight. When I got up I realized this was not a handicap room. I use a walker and when I went to the bathroom there was  no ada tub, but more importantly, there were no bars in the bathroom to help me get on and off the toilet. I cannot go to the bathroom independently with those. When I called down to the front desk, they said, yes they had put me in the wrong room because they were overbooked on the handicap rooms. I said I don't understand, I can't just use a regular room. They said there were no options for me, but they could move me to a handicap room the next day. We were in Utah for a wedding. My daughter was involved in the wedding and was supposed to be gone all evening and night with the wedding party. Instead, the whole evening was disrupted because three times over the course of the evening and night, someone had to drive 15 minutes back to the hotel to help me use the bathroom. Can you even imagine what that is like? After I thought about it some more, I called back to the front desk and asked, why was I not told when I checked in that the room wasn't available? I would not have checked into the hotel. Why did the able-bodied person at the front desk make it seem as though it was no big deal? I literally can't go to the bathroom alone. How would she feel in that situation? I said that under no circumstances was this an acceptable treatment of a disabled person. She said she talked to the manager and I could have 1/2 off the first night, which I received and extra points, which I did not.  While that was nice, it is simply not enough. I am asking you to review your policies. No one who needs a disabled room should be forced out. Please do not overbook those rooms. Secondly, if you know you are doing that, you are under an obligation to tell that to someone as they check in. Half off does not adequately compensate for the total disruption of the wedding party evening and the embarrassment I felt at having to go through this. Having to be unable to use the bathroom, as well as having to explain this to someone at the front desk, who showed very little care to my situation was humiliating. Please discuss this situation with the hotel once again. No one should have been treated this way, and the way it was handled and how they made me feel was unacceptable.  The next day, I was supposed to move rooms. Everyone was gone at festivities. I barely drank any water for 6 hours, even though it was 100 degrees, because no one could come back to help me. The same lady at the front desk, said I would need to check out at 11 am and I could wait in the lobby and lay down on the couch if I needed to until my handicap room was available a few hours later. I said, are you kidding me? How will I pack up my stuff and move? You want me to spend a few hours laying down in your lobby? Again, there was no compassion. I simply do not understand the callousness of this individual. I called back and there was finally a different woman at the front desk. When I explained I just could not do all that, she was remarkably understanding. She said I could stay in my room until the new room was ready. Then, she personally came up and helped me move all of my things into the new room. She apologized for the situation and how I had been treated. She made me feel cared for and respected.  Please provide re-training in policies and more so, compassion to the first check-in individual and who I spoke to on the phone the first two times. It was negligent of her to send me to a room without the accommodation I had reserved and pre-paid for.  I appreciate you reading this. I'm hoping there can be something positive that comes from this in that no one else is put in this situation or treated this way. Thank you for...

I booked a handicap room. I am a disabled veteran. When I arrived and went to the room, I laid down on the bed right away as I was exhausted from the long flight. When I got up I realized this was not a handicap room. I use a walker and when I went to the bathroom there was  no ADA tub, but more importantly, there were no bars in the bathroom to help me get on and off the toilet. I cannot go to the bathroom independently with those. When I called down to the front desk, they said, yes they had put me in the wrong room because they were overbooked on the handicap rooms. I said I don't understand, I can't just use a regular room. They said there were no options for me, but they could move me to a handicap room the next day.

We were in Utah for a wedding. My daughter was involved in the wedding and was supposed to be gone all evening and night with the wedding party. Instead, the whole evening was disrupted because three times over the course of the evening and night, someone had to drive 15 minutes back to the hotel to help me use the bathroom. Can you even imagine what that is like?

After I thought about it some more, I called back to the front desk and asked, why was I not told when I checked in that the room wasn't available? I would not have checked into the hotel. Why did the able-bodied person at the front desk make it seem as though it was no big deal? I literally can't go to the bathroom alone. How would she feel in that situation? I said that under no circumstances was this an acceptable treatment of a disabled person. She said she talked to the manager and I could have 1/2 off the first night, which I received and extra points, which I did not.  While that was nice, it is simply not enough.

I am asking you to review your policies. No one who needs a disabled room should be forced out. Please do not overbook those rooms. Secondly, if you know you are doing that, you are under an obligation to tell that to someone as they check in. Half off does not adequately compensate for the total disruption of the wedding party evening and the embarrassment I felt at having to go through this. Having to be unable to use the bathroom, as well as having to explain this to someone at the front desk, who showed very little care to my situation was humiliating.

Please discuss this situation with the hotel once again. No one should have been treated this way, and the way it was handled and how they made me feel was unacceptable. 

The next day, I was supposed to move rooms. Everyone was gone at festivities. I barely drank any water for 6 hours, even though it was 100 degrees, because no one could come back to help me. The same lady at the front desk, said I would need to check out at 11 am and I could wait in the lobby and lay down on the couch if I needed to until my handicap room was available a few hours later. I said, are you kidding me? How will I pack up my stuff and move? You want me to spend a few hours laying down in your lobby? Again, there was no compassion. I simply do not understand the callousness of this individual. I called back and there was finally a different woman at the front desk. When I explained I just could not do all that, she was remarkably understanding. She said I could stay in my room until the new room was ready. Then, she personally came up and helped me move all of my things into the new room. She apologized for the situation and how I had been treated. She made me feel cared for and respected. 

Please provide re-training in policies and more so, compassion to the first check-in individual and who I spoke to on the phone the first two times. It was negligent of her to send me to a room without the accommodation I had reserved and pre-paid for. 

I appreciate you reading this. I'm hoping there can be something positive that comes from this in that no one else is put in this situation or...

⭐️⭐️⭐️⭐️⭐️ Tommy and Jordan Are the Best Front Desk Staff I’ve Ever Met

I don’t usually leave long reviews, but I felt like this one was absolutely necessary because of how great my experience was. From the moment I walked into the hotel, Tommy and Jordan made me feel like more than just another guest — they treated me like a friend, and honestly, that kind of service is hard to come by.

They were super welcoming right from the start. I had been traveling all day, was tired, and just wanted to get to my room — and they picked up on that without me even having to say anything. They got me checked in quickly, and even while doing that, they were friendly, smiling, and asked how my trip was going. It didn’t feel like a fake, forced kind of customer service — it was real, and you could tell they actually cared.

The thing that really stood out to me, though, was how understanding they were when I ran into a mix-up with my booking. There was an issue with the room type, and I was honestly a little frustrated (not with them — just the situation). But both Tommy and Jordan handled it perfectly. They listened to what I had to say, stayed calm, and went out of their way to find a solution that worked for me without making me feel like a problem. They were patient, respectful, and just genuinely kind.

Throughout my stay, I saw how they treated other guests too, and it wasn’t just a one-time thing — they were consistent. Always helpful, always polite, and always taking the time to make sure people were having a good experience. You could tell they enjoy what they do, and that makes a huge difference.

Tommy had a great sense of humor and made the lobby feel fun and welcoming, while Jordan was super professional and had an amazing way of staying cool under pressure. They made a great team, and it was clear they both took pride in their work.

If management is reading this — these two deserve serious recognition. It’s people like Tommy and Jordan who make guests want to come back. They turned what could’ve been a stressful situation into a really positive one, and for that, I’m truly grateful.

I would absolutely stay here again, and honestly, it’s mostly because of them. Great location, nice rooms, but even better service. Thank you again, Tommy and Jordan. You both made this trip...