Gravity Haus Moab — Hotel in Moab

I really wish I could give this property 5 stars to be honest because that was my impression when my fiancé and I first arrived. The property is beautiful, clean, and spacious. The restaurant on-site was by far the best thing about this hotel - amazing food and staff, it completely surpassed our expectations. On our second night, we were awoken out of our sleep by what sounded like a massive explosion - it was very scary at first. Low and behold, the shower glass door completely shattered all over the bathroom floor and into the rest of the hotel room. These things happens, we totally understand that and appreciate that the hotel did move us to another room at 2 AM but a member of the staff the next day tried to insinuate that perhaps one of us knocked the other into it which was so deeply disturbing especially considering neither of us had signs of distress or any cuts or bandages (if one of us was knocked into a shower door and it shattered, obviously there would be physical damage). We ended up having to extend our trip because we were so shaken up and couldn’t get back to sleep, just because that kind of situation gets your cortisol rising and adrenaline pumping - and for a 6 hour drive back, not being well rested isn’t feasible or safe. Upon our checkout, we learned from another member of the staff that this in fact has happened FOUR times since the property opened because apparently the timeline to open was tight and things were rushed. We were told that the General Manager would call us to talk about a discount or a refund of the additional night but we never heard from them and didn’t feel it was our responsibility to be chasing down management for something like this. This is a huge liability, this property should be so grateful that no one has gotten hurt yet. Imagine someone was in the shower when this happens… I cannot fathom how they haven’t addressed it and it’s quite unfortunate because now they deserve this review and perhaps they need a change of management if something like this isn’t taken seriously because then evidently they don’t genuinely care for their guests. Not only am I well traveled but I’ve worked in the hospitality industry for many years before as well and I’ve never been so disappointed. This would have been our go to place, especially because we’re brand loyal to Marriott but decided to take a leap of faith and support a new local establishment but we will absolutely never return because they don’t deserve our...

We stayed in a suite for a week. The property is modern and clean with upgraded finishes. The suite was spacious and quite nice. The balcony had a table and chairs and other comfortable seating. The street can be a bit noisy but just became background noise. ||The bed and bedding were comfortable and white. The sofa sleeper isn’t uncomfortable but had to request bedding for it. ||There are two bathrooms. The main bath included the only closet and had a safe. The bath tub is very slick and could use some texture strips. One of us almost fell in it. But it was very clean. The master bath was upgraded with a wet room. It had a soaking tub, 3 shower heads: regular, rain shower and one that could also be hand held. The water closet had a bidet with a heated seat! There’s a makeup mirror and well-lit vanity which is never something I take for granted when traveling. ||There are a couple bike racks and gear pegs. They’re in a great place so they don’t take up space in the suite where you’d run into it. ||We opted out of housecleaning services so had to request towels and washcloths. There are no dishrags or towels in the kitchen. Instead, there’s a questionable dish brush. There’s a microwave and apartment size frig, electric tea pot & toaster. ||Two of the mechanical shades were broken so couldn’t be closed. They seemed to already know about it. ||The suite had two nice size tvs. Unfortunately, tv viewing is challenging. The bedroom tv had about 8 channels and only came in analog! The family room tv had more channels and although said it was digital still was not great. It had more channels but in the end signed into our own Directv and streaming accounts. Roku stick was not an option no one could get it to work! Just remember to sign out of accounts when you checkout! Staff knew about those issues too but the property hasn’t done anything about it. ||After staying a week, we saw a number of staff. None are particularly friendly. They generally didn’t greet or acknowledge us unless spoken to. When we checked| out the staff didn’t even thank us. ||There’s an outdoor store in the same building; and a gas station and the grocery store are next door. ||Overall the property is a very comfortable place to stay. I...

Edit to add: After reading the response from the owner and not having the ability to reply, I reached out to the hotel directly with my response to clarify I did not request the refund, it was offered to me if I wanted to go elsewhere due to the smell. However, when I tried to initiate that with Hotels.com, Hotels.com informed me that the hotel was refusing to honor their offer.

I spoke with someone about this from the hotel and they finally honored the refund in exchange for removing the one star review.

It was nice that they did what they said they would do, but I still would not stay at this hotel again. The location was great but I have no interest in sleeping in a room that reeks of heavy perfume. Smelling like perfume or air freshener does not equal clean, and I have never been in another hotel that had this issue before.

Original Review: The room had an extremely strong odor when I walked into the room. It hit me like a sack of bricks. I called the front desk and asked about it, and she said it was the cleaning supplies that were used and to open the window and let it air out. I opened the window and left for dinner. When I came back, the smell was equally as strong. I told the girl at the front desk I could not stay in the room because the smell was so strong and it was triggering a migraine. I asked to switch rooms and she told me all the rooms smell that way, but if I wanted to check out I could have the second night refunded. I opted to leave the hotel, since the smell made the room impossible to stay in. When I left, I asked for confirmation that I could have a refund of the second night and the girl at the front desk refused to give me anything in writing. When I reached out to Hotels.com and they tried to initiate a refund, the hotel told them they would not refund me anything. The customer service was terrible, the hotel room was unacceptable and I will not ever stay here or recommend that anyone stay here. There is no reason for such strong deodorizers in the room unless you are trying to cover up...