Home2 Suites by Hilton Salt Lake City-Murray, UT — Hotel in Murray

I paid for a 2 night stay for my sister via phone last night. She had been illegally evicted that day and we were scrambling to find a place for her to stay while we sorted out the legal side of her situation. Luckily, the Home 2 Suits Salt Lake City-Murray, UT was close by and had vacancies, and I had stayed at many Hilton locations over the years with no problem. I called into your reservation line at 7pm that night, spent 45 minutes on hold and speaking with a very nice gentleman and explained that I needed to book a stay and that I wanted to be sure that I would not need to be present there when she checked in after I paid, because I live 30 minutes away. I was reassured that I would encounter no problems booking through the phone, made the reservation, filled out a Credit Card Authorization Form, and was told everything was all set. They charged my card without a problem.

My sister checked in without issue, but that morning at 7:45 am, she was rudely interrupted by the general manager of the location, who accused her of fraud, and told her to get out of his hotel by 9am. The unprofessionalism expressed by this individual is staggering and is unbecoming of anyone in the hospitality industry. He refused to speak with me when I attempted to sort things out over the phone, so I ended up driving down there to see if I could clear things up. Unfortunately, when I arrived, I was met with blatant hostility, he refused to listen to anything I had to say, refused to re-run the CC, which I offered to present with my Driver's License and Passport, and told us that we had to get out by 9am.

I was repeatedly reassured over the phone the prior night when making the reservation that we would encounter no issues. I confirmed that I could simply fill out the authorization form on my computer and email it back, and to be treated like a CRIMINAL by this individual is ridiculous. His only response is that he wanted her out, and that "there are plenty of other hotels for you to defraud."

I understand that "business owners" need to protect their business, but during these difficult times, I'd think your company would be a bit more appreciative of patrons that continue to be loyal customers.

They had my phone number. They had my email. You'd think that an individual in the customer service industry would understand the value of working with customers to come to an agreeable solution. Not the case here. I will never be staying at a Hilton again.

Everyone that considers staying at this location should also note that if you wish to make a reservation over the phone, you have to fill out a word document SENT FROM A GMAIL ACCOUNT and include pictures of your credit card and driver's license and email it to a SEPARATE GMAIL account. What legitimate business doesn't use an email with a business domain? It's shady and insecure. They don't even use a secure payment portal for this, and there are thousands upon thousands of eCommerce sites that they can easily utilize. I guess they're too cheap to protect their customer information. Probably because of all the customers they...

Monday when i arrived, the lady that took care of me was great! Kind, professional and patient. My room was DISGUSTING! The toilet seat was broken, make up on the counter and the couch that should have been gray was BLACK! The remote was sticky, the bed was only made and the room as you can read was definitely not cleaned. I was changed to a different room that wasn’t any better but i was tired and just dealt with it. Shower heads need to be replaced, they are corroded and barely have pressure, a full audit needs to be done honestly.

Check out - i had walked past what seemed to be managers 2 males, one dark complexion and a white male in the sales room. I approached the counter and was met by Alisha, she printed my receipt and i asked her to call a manager to discuss my discrepancy. He declined to comp the room so to my mistake so i told her to call again and explain that yes the reservation mistake was mine however my room was not ready and due to that change the first night (Sunday that i didn’t stay in) should be comped. She said one of the managers would be coming to speak with me. I then asked her which of the two i past is it refer to their complexion she got an attitude and said i don’t see how that is a relevant question, i told her it was so i knew who i was meeting having just walked past both of them. She rolled her eyes as the manager approached. Without even a question he began to comp me the room as i explained the night and needing to moved and how the second room wasn’t any better. He (Anthony) comped the days and was very polite, professional and understanding. A minute doesn’t even pass and Alisha runs points at me and begins to talk about me in the back but still in my view. You can see that Anthony was trying to ignore her and carry on but she persisted, she couldn’t wait at least until i left the property to be unprofessional. She needs immediate training if not dismissal as that should be a customer representative, it was extremely childish behavior and i expect pure adult professionalism from Hilton or any establishment at that. So i will not be returning and actually posting this to Google and all platforms. It’s embarrassing to know that this location isn’t that old to have 1. These types of amenities and 2. This kinda...

Spent 2 weeks on business here. They allow dogs, so first night was rough with a yapping dog all night and morning. But it was only for one night.

-Pool was closed the first week, when they finally opened it, it was a little cloudy looking so i avoided it.

-They have breakfast every morning but the bananas were all brown after the first few days.

-Don't use the first dryer in the weight room cuz it does not dry well. Use the Maytag one at the far end. Save yourself $3.

-Third floor was being renovated, not a big deal except near the end of the 2 week trip they were doing construction and work on the rooms until after 11:00PM at night.

-Rooms had a particular smell to them. I wouldn't call it a bad odor but very distinct when you come into them.

Hopefully they resolve the late night noise issues in the near future. That was by far the worst part of the entire experience. In fact it is 11:26PM right now and I can still hear them up there walking around, banging the walls, scraping the walls... whatever they're doing up there, its crazy that management would allow them after 10:00 p.m. which is generally quiet time at most reputable hotels. I did call downstairs and they said it should only be for another 30 minutes. So I guess there's a possible silver lining.

Additionally there are notices shoved under every door today stating water would be shut off from 11:00 p.m. to 2:00 a.m. tomorrow. Again it's part of the construction process but still another inconvenience on top of all the other ones.

-Overall, I would never stay here again based on these experiences. You can imagine how much was spent for a 2-week stay for most of these totally avoidable issues to have happened.

On a positive note... -The weight room was great, and the location of the actual hotel was a good spot for getting around

-The staff were pretty great overall. No problems with any of them. They were receptive to the complaints and apologized, but there's nothing they can do.

And as I'm about to submit this post, it appears the noises have finally stopped at 11:31 p.m. so theres that.

If you choose to stay here just make sure they're not...