Sleep Inn & Suites Moab near Arches National Park — Hotel in Moab

BLOODY SHEETS, UNPROFESSIONAL STAFF & POLICE ESCORTS. Very disappointed in the general manager, ThuThuy, and assistant manager Austin and their customer service procedures that include swearing and calling the police on a guest. We checked in around 4pm Tuesday, June 4th - 2 rooms only for 1 night. 4 guests - Me, my girlfriend and my client & his girlfriend. My client had a 45 min work call and his girlfriend started unpacking and preparing the shower (unpacked soap and set down towel, did not turn on water). She also pulled down the bed sheets and discovered BLOOD on the sheets (Photo attached) and freaked out. After my client finished his call, he went to the front desk and requested a new room and refund. The assistant manager found them a new room and they moved their things. I then came out to the front desk and explained to the assistant manager my client was very upset and I wanted to verify they could get him a refund for his room ($184.98) I also explained I frequently bring clients and friends to Moab and I only want them to have the best experience. The assistant manager assured me this would be fine but she would need to speak to her general manager first.. she even gave me a thumbs up. Situation resolved…I thought. The next morning after breakfast, I stopped by the front desk and chatted with this assistant manager to ask if the refund has been processed. The general manager, ThuThuy, came out from the back and I explained the situation. She proceeded to tell me they aren’t providing a refund since the room did not have blood in it and the shower was used. I called over my client. He didn’t think they used the shower (his girlfriend told us later she only unwrapped the soap). ThuThuy said since they used the shower and moved them into another room the problem was solved and no refund will be given. I explained a refund for one room was requested for the inconvenience and to keep my client satisfied. She then proceeded to argue that we were lying, which only escalated the situation. My 65-year old client (ex-bank auditor, not a threatening guy) wrongfully said “You are really stupid” after the way ThuThuy was handling the situation and turns and walks away. ThuThuy then said “I don’t know if you hate women or what” as he turns to walk away.. which he found deeply offensive since he employs over 40 women in his business. After he walks away, I said to ThuThuy and Austin, “You guys really did a bad job of handling this situation.” And Austin yells at me “Get out of my f*cking hotel or I’m calling the cops!” and I walk away. Please note: my client or myself did not raise our voice, yell or swear one time. We remained calm while 2-3 of them were yelling at us. Now I’m back in my hotel room and calling ChoiceHotels corporate since this treatment was unacceptable. As I’m on the phone, I get a knock on the door. It was Austin & two police officers. They said we have 10 minutes to grab our stuff and get out. We obliged and packed our stuff as quickly as possible. They also visited my client’s room and gave the same warning to them. So to finish it off, my best client and his girlfriend were escorted out of the hotel with two police officers in front of all of the guests having breakfast. I think anyone trained in customer service should understand you always deescalate the situation and try to sympathize with the guest, unfortunately, the staff at this hotel are certainly not trained well. Other than the unprofessional staff, bloody sheets and lack of working WIFI (which really was an issue when trying to get work done), the hotel was decently updated and rooms were nice. If they would have given us a refund for 1 room and apologized instead of arguing, you would be reading a 5-star review right now.

Update: After several phone calls with ChoiceHotels corporate, they are requesting the front desk footage and audio to review. I was told this situation is “unacceptable.” I’ve also now requested a refund...

We reserved this hotel the first week of April 2018 for 4 nights. Our room was a 2 bedroom suite (king bed/2 queen beds). We were traveling for our anniversary with our two adult children (20 and 24) and never stay in a hotel without at least 2 bathrooms for obvious reasons. I called the hotel direct to verify that this suite had 2 bathrooms and was told that it did. However, when we arrived and were given the key to our room, we quickly found that this room only had 1 bathroom (we also found milk, soda, water, opened candy, etc. in the fridge that had not been cleaned from the previous guest). We returned to the front desk to let them know that there must be a mistake. They told us they didn't know who had given us this information, but it was wrong (although they verified that their own website says that every room has a bathroom). I had my notes as to who I had spoken with and was told that she had been fired because she made too many mistakes. The GM was out of town until the following day so we were told that they would make it right then, the best they could do is give us the AAA discount, (which was $49 off the price). However, the next morning, the GM still wasn't there. We were told to speak with Austin, the manager on duty. He was very arrogant and told us everyone makes mistakes. If we wanted a second bathroom, we could pay for another room (which would be another $200 per night on top of what we were already paying which would come to almost $1800 for 4 nights) or we could check out. This was extremely upsetting as it was literally the day of our anniversary and we had to deal with this. My wife was literally in tears. We told them we couldn't afford to pay for another room. They had made the mistake and it should be their responsibility to provide 3 beds and 2 bathrooms for the price we were given. The GM, Thu Thuy Woodard, spoke to us by phone and argued with us that they should not be responsible to make it right even though their employee gave us bad information. We would have to pay for an additional bathroom by renting an additional room. We ended up checking out and finding a cheaper room elsewhere. I will say that the one night I slept at Sleep Inn was the worse night's sleep I had the entire 16 days of our trip as the bed and pillows were extremely uncomfortable. It is a new hotel, but the service is horrible. The other hotel we stayed at was old, but I slept extremely well and the pillows at the other hotel were extremely comfortable. This was the first trip we have made to the South West and if we had to base it on this experience, we would never go back!!! Thu Thuy and Austin DO NOT care about the guest, even when their employee has given bad information!!!

BTW, Ms. Woodward has responded on Trip Advisor with lies by saying that this employee wasn't fired, but SEVERAL employees told us that Katelyn, the employee who told us there were two bathrooms, WAS fired. She also responded on Trip Advisor by saying we received a $73 dollar discount, but again that is a lie. We received $49. They were suppose to make it right the next day,...

When planning a semi-last-minute trip to Moab, we first considered camping, but there were just too many hurdles (like fully-booked campgrounds in the national parks). The second cheapest option was to reserve a budget hotel with free parking and breakfast included. Dual searches by my friend and I yielded a few options. We eventually chose Sleep Inn for its decent price and easy cancellation policy. (Our plans were still in flux).||||In the end, it turned out to be a pretty good choice for our trip. It was a basic, no-frills hotel; which is all what we wanted for our hiking "base camp." In other words: sleeping, showering, breakfast. Here were the good, and the not so good, aspects of our stay:||||The Good:||-- Opened in 2017 so still newish & clean; i.e. Hard to be completely run-down like some older hotels can be||-- Close enough to downtown Moab to walk to most restaurants and bars. (Note: central Moab is pretty small, so admittedly a lot of hotels meet this criteria.)||-- Surprisingly good breakfast, including eggs, a morning meat, make-your-own waffles, fruits, cereals, yogurts, assorted pastries, juices, and of course coffee. Most importantly, they had my favorite hiking breakfast: freshly-cooked oatmeal, with the various trimmings in bins. After a heaping bowl of that (and a few coffee refills) I was set for more than half a day.||||The Not so Good:||-- Our entire breakfast was disposable: paper cups, plastic utensils, paper plates, etc., Consequently, everything went into the trash. (I assume this was designed to reduce staff/cost, but I absolutely hated it - every morning). Hey Sleep Inn, get a dishwasher!||-- There was not quite enough parking for a full hotel. This was true on our 2nd and 3rd night; I had to circle and wait for a spot to open on one occasion.||-- The swimming pool was in the full shade of the building during most of the afternoon. This was just too chilly an option for late on a sunny spring day after a hike (and in peak season for Moab I might add). Someone didn't have their thinking cap on.||||Overall Assessment: Good for the price. I would stay here again for another, outing-focused trip on a budget. But If I was going to spend more time relaxing, I would bump it up to a hotel with more frills...