Homestead Midway Utah — Hotel in Midway

We’ve been staying at the Homestead since 1998. In the past, it’s been our favorite place for a local getaway. We usually love everything about it and have great memories there. The last few years, though, we’ve had issues almost every stay. The largest happened when we stayed there 2 weeks ago. We booked our reservation online on Homestead’s website. I took screenshots of our confirmed reservation, including the confirmation number, and noticed a ‘pending’ charge on our bank account. At check in, they could not find our reservation. The girl that helped us was very nice, but the manager did not seem to believe that we had a reservation. He was very short with us and not friendly. I had to show him my screenshots and also pull up my bank account with the pending charge. The manager did end up creating a new reservation for us, and even offered us a nicer room at a lower price, which we appreciated. There weren’t anymore rooms of the type we’d booked. The new reservation did result in another ‘pending’ charge on my bank account, but the manager assured us our bank account would not be charged until we checked out, so we wouldn’t need to worry about being charged twice. He also said he’d look at the pending charges and make sure our original amount was not sent through for payment. Imagine my surprise when later the following week I saw both pending charges go through on my account, as well as an additional purchase we did not make. We happened to be in the area the following weekend, so we stopped in to ask about it. The same girl was there that had helped us check in and remembered the issue. She told me that after we checked in they figured out what happened. Apparently, they had already checked in someone else under our original reservation and that’s why they couldn’t find it. Unfortunately, sounds like they never changed the credit card to the people that actually checked in on our original reservation. So, when those people checked out, it charged my debit card. The additional purchase was also a purchase they had made. This resulted in us paying for 2 rooms when we only used one. I’m not sure why they didn’t change to that person’s credit card? Hopefully, that person does not have my card information on their receipt. I asked for them to refund those charges, but they said it could take 2 weeks. So, I’m out several hundred dollars in my bank account for at least 3 weeks. I’m also not sure why I wasn’t informed as to what happened to make sure we weren’t double-charged. I called again today, to check on the status of our refund and was told I’d have to call back on Tuesday when accounting is there. Aside from this, we did enjoy our stay and found it relaxing and rejuvenating. Just what we needed! The new pools are fantastic! We loved having dinner from 1886 brought to us to enjoy by the pool. We also had breakfast at Simon’s. Everything we ate was delicious! Our room was very nice and we loved having a private patio with a gas fireplace. Made for a very cozy evening. I do miss having a phone in the rooms. It’s hard having to text for assistance. Each time we’ve had to do that during past recent stays, we’ve usually waited an hour or more for a reply. The upgrades they are doing throughout are really very nice. I have always loved the sprawling open feel. The Homestead offers a unique experience that we haven’t been able to find at other resorts in Utah, which is why we love coming back. I do miss parking right by the different buildings, but if they can offer golf cart service for transporting luggage, I think that’s a nice touch. I’m excited for the direction Homestead is headed and still plan to stay there. They just need to work out the service issues and some...

My wife and I did a staycation being from Midway. We needed some along time without kids and hoped for a relaxing evening without much distraction. The rooms were updated and cute but not quite ready to rent out. There wasn't a clock or USB plugs anywhere. There was still construction tape on the walls and the water heater wasn't hot enough. Lastly, the thermostat was locked and unadjustable.

The big issue though wasn't any of those, it was that the TV didn't work. I was hoping to unwind and relax while watching some TV, but instead we spent the entire evening trying to get the TV to work.

First I called the front desk and got a voicemail. I left a message and never received a call back. After 30 minutes I walked down to the front desk and asked about it. There was a TV there but no remote so I asked the girl if she could get me a remote. She replied that she could get me one but that it wouldn't be until the next day! I pushed here further and asked if she had a maintenance person that could come out and look at it. She said she would call "him" and send him out to take a look.

When I asked about the thermostat and suggested that we would like it a little warmer and that it was locked, she told me that "it wasn't locked and that it wouldn't work because I didn't know how to use it". I had messed with it enough that I knew it was locked and was surprised that she would tell me that it was my fault and then not offer to fix it.

About 30 minutes later (and about late enough that we missed our entire relaxing evening), the maintenance person showed up and told us that cable hadn't been hooked up yet and then walked over and unlocked the thermostat. It really would have been nice to know this upfront so that we could have settled into the fact that we weren't going to have TV for the night and at least we wouldn't have spent all night trying to get it to work. I did talk to the front desk girl later that evening asking if we could get moved to a room where the TV worked and she said she didn't have any more available rooms. By looking at the parking lot, it was easy to tell that they weren't sold out.

The next morning I went and talked with a manager and he took my name and number and told me he would call me back. After several days, I called them back and talked with "another" manager who expressed condolences and told me he would take care of me but never called me back. Finally, after 2 weeks, I called back and talked to "another" manager who heard me out and showed remorse and took my name and address and promised to send me a free nights stay in the mail. It's been 2 months now and I've yet to see anything in the mail.

I am a very patient man, and never lose my temper, and didn't at any point during our dealings with the hotel, but their protocal with customer service is outrageous. Someone needs to teach their employees the basics of customer service. I'm very disappointed with their operations which is a huge bummer because with their updated rooms and resort upgrades I could see us using the place throughout the year...

Older hotels can be charming, but a dirty hotel is never okay.

My fiance and I were elated when we won a "Complimentary One Night Stay" voucher for the Homestead Resort at a bridal show. The photos online were stunning! We made sure to book the "Swim and Stay" package for the crater, and the Ice Castle tickets. We wanted to get the full experience and still give revenue to the hotel since we were getting the room free.

When we arrived we were checked into a building called the "Garden View" which turned out to be nothing more than a dingy motel. Immediately upon entering our room we noticed a musty smell as if the room hadn't been occupied in months. Another quick look around revealed that the tub was full of hair, the toilet bowl was a rusty orange and the counter had visible makeup smears and hand prints. The room had clearly not been cleaned. We called the front desk and the attendant was very friendly and immediately offered to switch us rooms and give us a free upgrade to a different building. However, when we showed her the pictures of the first room, she seemed unconcerned and said of the toilet, "Oh, our plumbing is just really old, we're getting an upgrade soon." First, it was NOT a question of old, it was a question of clean. There is no way that toilet had been scrubbed in months. A little CLR or a good amount of elbow grease with a pumice stone would have cleaned it right up. Regardless, if you are working on an upgrade, you need to shut down those rooms in the meantime. No one should be paying for a room that is filthy.

The second room, though dated, smelled fresher and was visibly cleaner so we decided to ignore that there was still one long hair in the tub and stains on both the couch and sheets. It was definitely not the vacation/resort experience we were expecting from the photos online and on their website. The cabinet doors on the TV hutch were also broken and wouldn't stay open so we had to use the ironing board to prop them open, and the phone didn't work.

The ice castles were fun, but when we showed up to the crater "soak and swim" in the morning for our pre-reserved time, they had no record of it. The staff was continuously helpful and friendly, and they let us swim, but it was really awkward and we don't know who dropped the ball and when.

Suggestions: Homestead, you need to be transparent about the different room choices and conditions. Your history and traditional atmosphere is adorable and charming, but no one should ever be given a room that is dirty. I am appalled at the condition of the first room we were given, and although it was quickly remedied, that should have never happened. Now that I am reading reviews it seems as if it has happened to a lot of people. You need to have clear photos on your website of the different buildings and accommodations, and it should all be CLEAN. That is...