Hampton Inn Salt Lake City/Murray — Hotel in Murray

The worst hotel service I have ever experienced. This hotel was in violation of ADA compliance. The elevator was not functional. Instead of offering a real solution, the front desk offered to hold the elevator open for me anytime I needed to come up and down from the room. In fact, they didn’t believe it wasn’t working until both of the front desk clerks came and saw for themselves it wasn’t working. I explained that it wasn’t feasible to call down to the front desk if there was an emergency. Especially so if there was say, a fire. No hotel patron would find that acceptable. I had bilateral knee surgery and was in need of a working elevator due to my inability to walk, or get out of a room if an unfortunate emergency happened. I explained my predicament (recent surgery) at the time of check in and reserving the room. I never made it to the room. I got trapped in between the elevator doors because the sensor that holds the door open while trying to get out of the elevator was broken. We couldn’t possibly have known it was faulty when we checked in to the property. We were understanding and professional, despite my fears and my husband’s injury as a result of hotel negligence. My husband had to use his strength to manually push the doors open and hurt himself trying to pry the doors open. It was terrifying. Fast forward to the following week. I booked another room (proximity to the hospital and appointments I had). I thought for sure after that experience the elevator would be fixed. When we went to check in, a copy of the reservation was shown and the front desk said they would not honor it. We were told third party bookings were unreliable. We used Priceline. However, there was a note at the front desk with instruction not to honor the booking before we even arrived. They said we were banned from the property. There was a list of other guests that were banned. When my husband noticed his name, the front desk clerk turned the paper over. My husband and I both asked several times why the reserving would not be honored. Especially so, since there was no justification. We did nothing wrong. No explanation was given. When we inquired of this “ban” and being on this list, the front desk clerk said “LEAVE NOW.” I told him I knew my rights and he could call Murray police if he cared to. The clerk walked away and into another room. I can only assume it was because the prior week I was trapped in the elevator and let them know of the ADA compliance failure. To me, that showed they didn’t do routine ADA compliance checks. What they didn’t know, is I had called for the second booking to ask the front desk if they elevator had been fixed. The front desk response was and I quote verbatim “the elevator was never broken, but it is fixed now.” That confused me and I asked the question 3-4 times. Each time I was given the same response. I told the front desk I needed clarification as that didn’t ease my concern. Was the broken elevator fixed? My assumption was that the front desk was confused in what I was asking, but instead of clarifying I was hung up on. I called again. I was hung up on again. We decided to drive to the hotel to figure out the confusion. While in line, another patron in front of us with what I assumed was no reservation, was given a room. The front desk asked them a series of questions you would ask without a reservation. When it was our turn to check in, they claimed the hotel was full. We (my husband and I) showed them our Priceline booking. The front desk claimed we should never trust a third party booking vendor. Which to me, was just an excuse. I knew it total and utter discrimination and I have spoken with an attorney. There is camera footage of the incident and witnesses for both incidents. This property is unethical, dishonest and appears to not be in compliance with ADA regulations and I will be pursuing action. On top of the facility being dirty, the staff is beyond unprofessional. AVOID. If they can treat a woman who had dual knee surgery this way, trust they will treat...

The rooms were fairly small and the lights all had different ways of turning on (some wall switch, some had switches on the lamp, some had the style that you turn, some had the type that you push in). This is just a little annoying when you wake up in the morning and have to turn on the lights. Of course, I like natural lighting, but I couldn't bring myself to leave the windows open because of the truck unloading zone that was a little ways outside the window. Im pretty sure they couldn't see in because of the window tint, but I could certainly see and hear them (nothing too loud or obnoxious), so I just closed the curtains all together, as there was no option to close one of those thinner curtains that still let light in. The bathroom was fairly well stocked with soaps and conditioner and lotion and even mouthwash a hairdryer and a shoe polishing mitt, but some of the tiles were a little loose (again, nothing unsightly or annoying.) I have to say the water pressure and temperature was great and the shower heated up very very quickly. Overall, the stay was fairly unremarkable except for 1 thing. The customer service was amazing. The gentleman at the front was one of the kindest and most genuine people I've ever met, certainly the most out of any hotel receptionist. I forgot my key at one point and he was extremely understanding and easy to talk to. He admitted he didn't go out to eat very often but, even still, he tried to recommend good places and even gave us a print out of a list of local places. There was a box on his desk to leave your business card and be entered into a prize to win some loyalty points, as well. The other lady I talked to there was also kind and quick. Seriously, the best customer service experience I've ever had at a hotel, and while the breakfast was a little small and basic, there is absolutely nothing really wrong or gross or strange about the rooms. Definitely would return if I was ever going to stay in this area again because I know for a fact I'll be taken care of as a person. TLDR: Standard hotel room experience, incredibly outstanding customer...

The rooms are almost identical as the real Hilton down town I’m not sure what that says about Hilton but this place was only 80 something dollars. The walls are just as thin at the Hilton that is 200 dollars a night. The only difference is that there isn’t a bar where you can take a 25 dollar bottle of wine to your room for 100 dollars. This place is completely adequate. I think the people with the negative reviews don’t have much experience in hotels. I’m in a hotel at least 90 nights a year. The Hilton brand is so good in Utah. I have stayed in the one on foothill like another person was mentioning how much better it was and the only difference is a a little shop where you can buy a Kirkland bottle of water for 4 dollars. When I want to stay somewhere like the people complaining we’re expecting for literally 60 dollars more you can stay at a Hyatt brand and in my experience it’s worth it if you don’t want to collect the extra money from your tdy allowance. You spend 90 dollars for a room and expect a luxurious experience I just find it humorous. Eat your waffle, yes the walls are thin, sleep in what you paid for because it’s not bad and stop trying to give a crappy review. My room as always been clean, the staff as always been friendly, I have never had my meds stolen like at the Marriott whose housekeepers have access to the safe in the room. You are in a bargain hotel if you want a completely silent room go to to the Hyatt regency and you will get what apparently you expect of all hotels. Other wise stop trying to ruin a business. Also if you have a daughter in a wheelchair in a sensitive medical condition spring for the extra 40 bucks. Again this place is fine comfortably and meets all my needs plus there is hbo. The one and only issue I have had is they ran out of towels so I can’t take my nightly sorry and they need to switch to a k cup...