Residence Inn by Marriott Provo South University — Hotel in Provo

The mattress was sagging in and was terribly uncomfortable and the air conditioner was either under a generator or not serviced properly. It appears this hotel has cut back on maintenance. The rooms are clean but our night sleep was terribly uncomfortable. Breakfast ends at 9am and there wasn’t even a hot cup of coffee to be had after that time. A staff member poured us a cup of tepid decaffeinated coffee at 9:45am. We had stayed here a year and a half ago and had an awful breakfast experience so we came back knowing we wouldn’t be eating there but we’re surprised there was no coffee. Coffee in the room is made from unfiltered water so not an option. The hotel also charged our card a $230.00 incidental fee instead of $20.00. No one could assist us when we found out this had been charged as the staff said only Craig the Manager could give us an answer. A week passed without any word about this charge being rectified and when we finally spoke with Craig, he said he released the charge but had no idea how it happened and when I expressed our discomfort because of the mattress, he told us his hotel was rated 5/5 and that not everyone’s body fits the shape of the mattress. Craig was extremely arrogant and rude to us and accused us of yelling at him and his staff which was totally untrue along with telling us that his staff had told us the $230.00 charge was released and was going to drop off which was a complete lie. Craig also told us he kept notes about our first stay about how we complained about breakfast and a terribly rude woman who was supposed to be serving it which is true but he seemed to be reaching for excuses to use to deflect and bringing up notes to a guest of their complaint from nearly two years ago? This man appears to be extremely concerned about any negative feedback. We will not return to this hotel. Christian the assistant manager is very nice and professional and should definitely take over Craig’s position and Katie is very professional and nice. I hope Christian and Katie, Zoe and Derrick I think it is, find a better hotel to work at with a better GM. I can say that I have never dealt with an individual who behaved as arrogantly and insincerely as Craig did. He behaved in a very uncaring and trivial manner, not to mention his failed attempts to gas light us. I think there’s a term for people who do that! This was one of the worst hotel experiences we have ever had and this hotel is in desperate need of new management in...

This new and modern Residence Inn had me from HELLO on my first stay there this week. Situated near a multitude of restaurants and shopping options ( just off of I-15 ) you will not feel like your staying in a hotel. The room I had, which they tell me was their standard room there, felt more like a one-bedroom luxury apartment than a hotel room. Kitchen / work area / seating areas / bedroom / bathroom all laid out so well that you never feel "cramped" in any part. In fact, there is / was a spacious "vanity" area just outside the bathroom that anyone traveling with children or a female who enjoy their quiet space when prepping for the day ( or night ) will certainly appreciate. The large and comfy couch ( with matching movable cushioned ottoman ) was scrumptiously crafted out of truly nice leather, not the typical slippery / sweaty / hotel cloth or imitation leather. It is one I would be proud to have in my own home. This property is immaculately clean, the staff is top-notch, and friendly & attentive. The only thing that would keep me from giving this hotel a 1,000% recommendation is that despite all the other things right about this hotel ... the bed pillows were an odd mix of too hard and/or too soft ( essentially useless at both extremes ). The bed was supremely clean & comfortable, so yeh, less than perfect pillows are the only teeny tiny picayune gripe I can tender !! Over the past 10 years I have spent 250+ business nights in the Provo area, and I will never again stay anywhere else in Provo other than this hotel. And please note ... this is a ( Diamond For Life ) Hilton Honors Member providing this review ... just sayin'. ...

I recently stayed at the Residence Inn for a week while traveling for work. I usually book extended-stay hotels because I prefer cooking my own meals, so having a full kitchen is a big priority for me.

Check-in was smooth, and the staff was consistently friendly and helpful throughout my stay. The location was also a highlight—close to everything I needed, in a safe area, and even on the same road as several hiking spots I explored after work.

That said, there were a few challenges. Out of habit, I run the dishwasher upon arrival to be sure everything is clean. Unfortunately, I discovered the dishwasher was in terrible condition. The filter was jammed with old food debris and covered in mold. It was so bad that I couldn’t finish cleaning it myself without gagging. Instead, I went out and bought my own basic utensils and dishes for the week.

Shortly after, I also realized the refrigerator wasn’t working. Thankfully, maintenance came quickly and resolved the issue by resetting a breaker.

Another issue was with the room’s blackout curtains. They were full of holes and allowed a significant amount of light to come through—especially from the top. Since I go to bed early to stay on an Eastern time schedule, this was a bit of a problem. I ended up improvising with foil and blankets to block out the light.

Despite these setbacks, I want to highlight that the staff was wonderful, the area was great, and I felt safe walking around. With a few improvements to the in-room amenities and upkeep, this would have been a perfect stay. I would stay here again, but I’d recommend bringing an eye mask and not relying too heavily on the in-room kitchenware...