Comfort Inn & Suites Salt Lake City Airport — Hotel in Salt Lake City

Close to One of the Worst Hotel Experiences I've Ever Had….

After a grueling 7.5-hour drive on Wednesday, we finally arrived at our hotel, expecting rest, relaxation, maybe a little mini shampoo bottle action. Instead, we were greeted by a smell that can only be described as cat piss with notes of ammonia and despair.

Tired and borderline delusional, we tried to ignore it. But the second we sat on the bed—bam. The smell intensified. We flipped on the A/C, hoping it would help, and instead were blasted with an extra hint of “what died in here.” Since it was late, we did what any exhausted traveler would do: we showered, held our breath, and went to bed. Big mistake.

Thursday, we were up early for an appointment and didn’t return until around 7 p.m. and welcomed back to the pungent stink… We started investigation nation and stripped the bed down to the mattress pad finding nothing weird… yet

Noting that the smell was worse when we sat on the bed we called down for new linens. The man at the front desk must’ve been having a rough day, because his response was, “ya.. you can Come get them,” delivered with all the warmth of a DMV at closing time. I’m in no way against walking down to get my own linens, but his attitude was completely uncalled for.

We decided to run out and grab dinner and we would ask as we walked back in., we asked the woman at the front desk for a FULL set of linens for a king size bed and mentioned the room smelled of urine. She handed us two fitted sheets (only one of which fit our king-sized bed—math is hard), and two flat sheets. No pillowcases, no comforter. At this point, our standards had plummeted lower than the mattress we were sleeping on, so we took what we could get.

Then came the grand finale. We removed the mattress pad... only to discover A second mattress pad underneath… and this one had a giant 3 foot urine stain so strong of odor we almost lost our dinner. I mean, this thing had marinated.

Naturally, we brought this biohazard down to the front desk like it was evidence in a crime. The same woman who’d helped us earlier took one look, audibly gasped, and started taking pictures..

After some discussion she told us someone had conveniently canceled, and we were offered a new room. Fine, great, cool. I asked for a refund for the first night and was told to speak to a manager in the morning (spoiler alert: did not get the refund)

The new room? Technically an upgrade a “suite”, though that’s a generous label for a space with two queen beds, one of which had a mysterious brown-red stain dripping down the side. Coffee? Blood? We’ll never know. The bathroom looked like it had survived a frat party, and the shower curtain was covered in mildew.

In conclusion: I’ve stayed in motels, camped in tents, and once fell asleep in an airport food court—and this still ranks among the nastiest.. like how was this missed when the “new” sheets were put on. Was someone doing this as a joke, are the mattress pads never changed?? … 🤮 If you're feeling adventurous and have zero sense of smell, room 317 is for you! It won’t let me add a picture of the urine pool, but the night staff has many if anyone...

After my last review I did receive a phone call from Ane. She was honest and did say she did not follow through with my refund as she had said she had done. I do appreciate the honesty. She has been kind the two times we have spoken. She did tell me she took care of the refund, that it could take up to 7 days, and that she did send me an email confirming the refund. She said if I did not receive my refund in 7 days to please contact her. So far it has been 3 days, I didn’t receive an email as of yet and no refund but I will give it the 7 days and I will update my review as things get resolved.

We have stayed at this location since it first opened every time we are in SLC, which is often. My husband Ryan Wegner made a reservation back in February for a 2 day stay but due to COVID we were not able to come. I called and they moved our two day stay to June for us. Well my son was recently put in the hospital at Children’s Primary so I called to see if there was any way to move that two day stay to the Sunday and Monday of his hospital stay and they had no problem doing so. Well when I checked in I checked my bank account to make sure I wasn’t charged for the stay because it was paid in full back in February. I was charged for 1 of the 2 days. I called the front desk and was reassured that My stay was paid for and that the charge would fall off after their new system recognized that I paid. Well the charge never fell off so I called and was transferred to their manager, I want to say her name was Annie or Ana. I explained everything to her and after she has looked into it she realized there must have been a miscommunication and one of my days in February was not moved but marked as a no show. I have all my confirmation numbers to prove that I had 2 consecutive days that were booked back in February and both days should have been moved. She understood and said what she would do was refund me for the 1 day back in February due to their mistake. The conversation was polite and she told me I would see my refund in a couple days. I have not received my refund and I have called just to be asked my name and number and that their manager would call me back. I have never received a call back. We will no longer stay at this location because I don’t enjoy being lied to and avoided when we have been good customers and also when I spoke with the manager we had a polite and understanding conversation. If I wasn’t going to get a refund I just expect to be told the truth and have an upfront honest answer. I don’t understand why I’m being avoided but it would be nice to get...

-EDIT These issues were all completely resolved by the general manager, in a very professional way! We talked at length about these issues, hot tub was cleaned, breakfast addresses, and they are accommodating me on getting my room changed. I really appreciate it.

This hotel is clean, for the most part. But that's about all the good I have to say about it. As for everything else?

1. Requested a room on the 1st floor. Despite constant guest turnover, they refused to accommodate. The rooms are alright, but small.
2. Laundry is a nightmare. When you have a hotel jam packed with people, and laundry requires quarters, you should have enough quarters available for people to get change. I was told to go across the street to another hotels front desk for change, and they had been wiped out from people coming over all day asking for them. There is no laundromat within 3 miles of the hotel. Also, there is currently only 1 dryer working - my clothes came out soaking wet after 2 rounds on high heat. I had to air dry them in my room. There laundry facilities are not big enough for the amount of traffic this hotel sees. Staff was zero help on any of these issues. One of the night staff did give me a few hangers to hang up wettest items, thankfully.
3. Don't eat the eggs at breakfast unless you hate yourself. They are watery powdered mush. At least they're free. It's the only saving grace. The hot tub is FILTHY. FILTHY. So gross. I don't know when they last treated the water, but there is so much foam from body oils, and you can see the actual dirt floating on top of the foam. 🤮 5.) Gym equipment is extremely limited, and pieces of the treadmill were broken off and laying on the floor.

Overall, this place seems poorly managed. I expect a good hotel manager to be on top of at least some of these things, and be working to improve the rest. I'm being generous with 2...