DoubleTree Suites by Hilton Hotel Salt Lake City Downtown — Hotel in Salt Lake City

I've stayed at this location many, many times. It has been awhile, probably a little over a year since the last time. I was disappointed on many levels. Starting with the parking situation, I had to park on the street. I was driving my F-350, which does not fit in the parking garage. I was told I could park across the street at the Diamond paid parking lot, which is $25/night or park on the street. During previous stays, I was able to park the same truck next to the building where the shuttle van parks. That has since been converted to 15 minute parking. I was very disappointed in that change. When I booked the stay, there was an option to add breakfast. It was an expensive option, but I noticed it. I elected not to take that option because I'm a diamond member and that usually covers breakfast. By the price, I assumed it was the same (amazing) cook to order breakfast I was accustomed to at that facility. When I checked in, they said just to tell them my name and the breakfast would be provided. You can imagine my disappointment when the breakfast was basically a coffee shop with some items they could heat up in a microwave for you. I couldn't believe the transition from the previously amazing breakfast, that I would have been willing to pay extra for. The line was long. The lady working there by herself was overwhelmed with all the people it seemed. She did a great job given the situation. She informed me that only 4 items were included in the free breakfast. Another huge disappointment. I had 5 items and she gave them all to me for free. That was a great move on her part. She genuinely was great at service and her job. The final straw that was just terrible was the bar of soap. Yes, just 1 (one) bar of soap, for the whole bathroom. Not a separate bar for washing your hands and another bar for the shower. Just 1 bar total. It was ridiculous. So after a shower, if someone used the restroom and needed to wash their hands, they had to reach into the shower and retrieve the 1 bar of soap from that shower and take it to the sink. Then when someone else needed to shower, they would need to take the used, wet, slimy, bar of soap from the sink to the shower. Poor, poor, quality. What a joke. I've stayed in cheap, cheap hotels, that at least offered multiple bars of soap in their bathrooms. The shower drained very slowly, so you were standing in a pool of soapy water as you showered. Not cool at all. Thankfully we were only there for 1 night. I was disappointed to say the least. Plus the bed was hard. Usually that's not a problem at Hilton properties. This was just overall a bad experience at a hotel that I've always enjoyed staying at. It used to be my children's favorite hotel. Now, I will think long and hard before...

Where to begin...

It started when I called for an airport shuttle, only to be told that it wasn't running that day. Upon arrival I witnessed some of the most unprofessional behavior I've ever seen in a hotel. It wasn't directed at me but the guests in front of me. From what I could overhear they had booked a prepaid suite with two double beds. The employee kept telling them that there weren't any available. I didn't count but she said "there aren't any available, there's nothing I can do!" at least three times.

The guests were absolute saints in how kind and professional they treated the employee. I wouldn't have been. The guests then asked if an upgrade was possible, to which she responded "I can't put you in the presidential suite for four days!" She kept offering the guests a one king bed suite, noting that she had seven available. There were three in the group. Understandably they declined. They asked for a refund and were told "I don't have access to give you a refund." Seven rooms available and yet there's nothing she can do except rudely tell these guests they're just out of luck???

The entire time this employee was treating these guests as though this was all their fault. She then called someone for help, and then called for the next guest in line...me.

Very few words were spoken as I handed her my ID and credit card. She handed me a room key and began to walk back to the other guests. I asked her if I needed to sign up for the shuttle. That's when I found out it doesn't run from 10am to 2pm. Seriously??? So, another Uber for me. Wonderful. I then asked if my government room rate included breakfast. "No." Okay, so how about my diamond status? "I don't know. You can go the restaurant in the morning and ask." This is the very first Hilton property I've been to that if they don't serve breakfast to everyone, is ​offered to diamond members.

So then I got to my room. The AC was pretty pathetic and the room was hot. So I went to the ice machine. Not working. At this point I'm laughing. At the hotel that is. How bad it was. So I went to the gas station across the street. When I got back the three guests were still at the front desk speaking to someone else and it appeared he was handling the situation much more professionally.

This was not my first stay at this hotel but it will...

Note: Many of the complaints here are due to the age of the rooms, and the active renovations. This review will likely be irrelavent when the renovation finishes on July 31, 2023.

Dates stayed: 4/1 - 4/8, 2023 Room: 1 king bed 2 room suite

Pros: Room is a decent size, with a seperate bedroom and living room (the living room acts as a noise buffer from the atrium, which can get loud. Guests sleeping in the living room might be affected). Living room contains a microwave, mini-fridge, and seperate sink Staff was nice and able to accomodate the room switch (see below), and also can provide you with additional cookies if you ask nicely :)

Cons: Rooms are very outdated - carpet and furniture are all old, and there's limited wall outlets (and no USB sockets). TVs are cable only, not internet connected. They are working on it, however... Hotel is under renovation until July 31, 2023. This is not indicated anywhere on their website, so you don't find out until you check in. The construction noise vibrates the inner walls, it can be hard if you're trying to sleep or work in the hotel during the day. Hotel only had 1 out of the 3 elevators working - again, this is due to the active renovations and will likely be very nice once complete, but in the meantime, there's a long wait.

Overall thoughts: If you're planning to stay after July 31, ignore this review, as the hotel will likely be quite nice. I was also in the unique situation where I was working during the night and came back during the day to rest, so I was disproprionately affected by the construction noises. I originally had a room on the 6th floor, and the construction was occuring on floors 8-9, so the noise was quite prevalent. I requested a different room mid stay, and they were able to move me to a room on floor 3, which was better.

I did not try the sofabed, although given the age of the sofa, I had no desire to try it.

Restaurant breakfast buffet was decent, with scrambled eggs, sausage, bacon, potatoes, pancakes, sliced fruit, and pastries available, although at $18, the cost could be considered steep (especially if you're a Gold+ member, your $15 meal credit won't even cover the cost). Did not have any meals...