Courtyard by Marriott Salt Lake City Downtown — Hotel in Salt Lake City

My wife and I's stay at the Courtyard Marriott in downtown Salt Lake City Utah was horrific. So bad in fact that we didn't even get the chance to stay. We booked our room far in advance and drove 13 hours straight from Seattle only to find out that our room had been cancelled. What?!

Come to find out that your sales manager had cancelled our room 30 minutes before we arrived. Then they sent us our cancellation via email. No call, just email. 13 hours on the road. Straight. Your people have phones. Also apparently they had cancelled it earlier in the day but did not tell us until 30 MINUTES BEFORE WE ARRIVED.

And then when we expressed our plight to both of your concierge, whos' customer service could excite rocks, they let us know that they found us a CHEAPER room at another hotel. We didn't ask for that. They booked us a room at a Residence Inn by the airport. We've stayed at this residence inn before. It's in a dangerous part of town. But maybe they thought because we were black, we'd fit in. We told them that we were not going to stay there and to fix this issue. They must have not understood. Maybe a training issue? Do you understand the level of patience it takes to truly not blow up on an employee very clearly displaying their lack care about your situation? And we didn't come in mean, didn't insult them, that's not our M.O. Why do you hire people like this? Because as customers, we felt like we would have been appreciated a little bit more if our skin color fit in with the town. That much was clear.

And then the situation was ONLY fixed because I GOT ON THE PHONE with a Marriot bonvoy rep who was able to get us a room at a Residence Inn in a better area. THATS RIGHT, I DID YOUR EMPLOYEES' JOB. Your bonvoy rep displayed so much better customer service, and the concierge at the Residence inn to. They both empathized with our plight and offered a fix. They were amazing. A cold glass of water on a parched day. THAT is how you do it. I don't know what kind of race-preferring jokers you hire to work your front desk at that Courtyard Marriott. Your concierges failed you.

Here's the silver lining, we still had to pay for the room at the Residence Inn. No offer to comp or discount. But seeing how things were going, maybe WE shouldn't have expected anything at all.

I would very much like to remedy this...

I’m not usually one to write reviews, but something has to be said about my experience. Me and my partner stayed here for a couple days to celebrate my birthday, and it was not what it was portrayed online. Room was fine, no real complaints there. The biggest issue and reason i’m giving it two stars was because of the restaurant. The “Bistro” dining experience was beyond lackluster despite how it is advertised. We went there in the morning to order breakfast and coffee, ended up paying almost 30 dollars for two small coffees and french toast. After ordering, we got our coffee and one of the cups wasn’t even completely full! It was maybe a little over half full despite paying full price for it. We waited about 30 minutes for our food to show up, and while we were waiting i asked the counter staff how much long, to which he responded “I don’t know,” in a way that showed little amount of care for the fact that we’d been waiting on a dish that normally takes maybe 5-10 minutes to make (We were the only ones dining too). Once our food finally arrived, the french toast was unbearable. It was bland, soggy, and the only real redeeming factor was the maple syrup on the side. While eating, the two staff just sat on their phones, having way too loud of a conversation in front of guests. I made the mistake of going back down to grab a beer later in the day, which really sealed the fact that the Bistro just seems like a mess hall that charges you triple for store bought ingredients. I ordered a beer and some fries, and I truly feel bad for that potato; the way it was treated was truly a disaster. It was over cooked and dry, way overseasoned, and it made the Garlic Aioli it was paired with really hard to enjoy. Once again, it seemed like the staff had no idea what to do once there weren’t any active orders. They just sat on their phones moseying around. It didn’t even seem like they had any bartender experience. The actual hotel is a really good experience and in no way, shape or form do I intend to disrespect and belittle the staff of the Bistro, but for the love of all that is holy please avoid this restaurant if you actually enjoy...

Clean room, beds were comfortable. The pool and hot tub were nice and clean. The room had a smart TV so we could log into some of our apps. that was nice. 😊 The bathtub in our room had a constance leaky faucet that you couldn’t turn off, we could hear it all night. 👎 The last night I put a towel in the tub under the faucet so I wouldn’t hear it drip all night. It was a great location to the Delta Center (right across the street) we went to the Planetarium that was just down the street that with in walking distance. The staff was okay. They didn’t seem to really be engaging and friendly. I came in and ask one girl how are you today and she said “I am ok “ I said just ok? She said well I just got here to work.” Having someone that is just ok and not being overly friendly is not very inviting and doesn’t make your customers feel like this is a great place. They need a little help with customer service. 😉 Our room temperature gauge was set to cool and we couldn’t witch it over to heat. We called the front so desk and they said someone would be right up in a few minutes. 30 minutes later they had not came so I called again. She said “he told me that he was coming right over, I will call and check on it.” She called back and said that he was stuck over at the Hyatt Hotel and would be there as soon as he could. Communication of just being transparent of time frames would help everyone out. When the guy came he didn’t even speak English. He used a translator to communicate which was good. It took over 1.5 hours for him to arrive. If he was going to be delayed a phone call would have been nice to have known of the delay. When checking out they charged us a $22.00 parking fee per day that was not on our Expedia quote. The lady was very nice and took of the parking fee because it was not disclosed in our original booking quote. That was more of an WOW experience…Overall it wasn’t bad it just was not an overall WOW experience!!! Expedia had it has a 9.2!!! It was not a 9.2. I would give it 4. There was definitely room for improvement but it...