Element Salt Lake City Downtown — Hotel in Salt Lake City

I stayed here, let me just warn anyone in the future away from choosing to book here. My husband and I were here to celebrate my sister’s wedding and this seemed to be a new and convenient location for the wedding’s events.

Upon checking into the Element, it seemed like the staff were annoyed that I was there. I had to come back to the desk twice to have them redo the key because it wasn’t letting us into the room. The room was disappointingly messy. Lipstick marks on the cups, hair in the drawers and shower, and a building that looks unfinished. I spoke with the front desk and this building has been open a little less than a year and still it seems there are quite a few hold ups. I called down to the front desk and requested that my room be cleaned some more just because the dirtiness was a little scary for me. They assured me that someone would be up shortly. We left the room to make sure that there were no hold ups in the service and went on a quick walk to City Creek per the receptionist's recommendation.

Upon arriving back in our room everything was exactly as we had left it. I went and spoke to Erica at the desk and was told that they could move me to another room but it would be in their sister property, the La Meridan, which was supposedly the more luxe hotel. My husband and I went to look at what that property looked like and were more shocked to find it also in disrepair. There was a light actually hanging off the wall!! I opted to leave but asked to speak to a manager first, I was told that there wasn’t one available at the moment. I left my contact information so that I could receive a call from a manager as I didn’t feel that it’s my responsibility as the customer to try and chase a manager down. It was less about wanting something for free, in fact I wouldn’t accept anything at this point, than just wanting a genuine apology for being treated so disrespectfully. From the receptionists who rolled their eyes, the dirty room and the fact they had no housekeepers to help after they said someone went to the room and “didn’t see an issue”.

It took almost 10 calls to get in to an actual operator or agent!! To my surprise when I did get to someone to get some contact information for a manager of some sort, after not hearing anything from the property!! I found out that Erica was indeed the manager. I asked for contact details for the manager above Erica but was told that she was out of town on vacation, the best they could offer me is their front desks assistant manager. I find it confusing that there’s no other managers I could speak with, this seems to be a big property so I don’t see how there isn’t a General Manager or Assistant Manager to speak with? I’m shocked that it seemed like no one tried to address the issues I had while here for my stay. I fully understand not wanting to escalate things instantly, but surely at some point there’s a manager available to talk?

I see many of the negative reviews on here being responded to with ‘Please reach out directly.’ but I have tried to reach out directly and seen no progress at all. I would love some direction on how to get this handled?

I cannot recommend this hotel less. It was dirty, the people working there were rude and dishonest and made me feel like I was putting them out just by asking them to do their jobs. I feel extremely disrespected and taken...

Absolutely shocking lack of customer service, empathy, and common sense. My girlfriend booked and pre paid for reservations over a month in advance of her arrival. We live in Arkansas, obviously a good distance from salt lake city. My girlfriend is a doctor who studies domestic violence, which requires her to fly and stay all over the country. She called the hotel and told them her flight was late and that she would be checking in late. The employee said no problem, we will be expecting your arrival. She arrived at 1 A.M. with prepaid reservations. Now, my girlfriend is a polite and non confrontational person and, upon arrival, goes to check in. She has the credit card the reservations were made and paid with, several work badges/I.Ds, along with several other ways to prove she is the person who made and paid for the reservations but accidentally left her driver's license at the Atlanta airport. The employee who was working the desk on December 26th (an hour after Christmas had ended) refused to let her check in, had no empathy at all and refused to help in any form or fashion other than getting the manager. My girlfriend sat patiently in the lobby for 20 minutes and eventually went back up to the desk because she remembered she had a copy of her passport and state I.D. in her phone and the employee did not seem to remember she was waiting. The person at the desk then turned and spoke to another employee for about 20 seconds and told my girlfriend that there was nothing that he could do. The employee did not offer recommendations on other places to stay, seemed to not care at all that my girlfriend had pre paid for reservations, flew to another state on Christmas, had multiple ways to prove she was indeed the person who paid for a room, and was now stranded in state hundreds of miles from home on Christmas. I would understand if the room had not already been paid for, but they had a credit card on file, several ways to prove I.D. (Her picture is on the hospital website where she works) she had many work I.Ds along with her driver's license and passport on her phone, and she had the credit card that was used to pay for the reservations. The employee working at 1 A.M. on December 26th, simply dissmed my girlfriend without offering any recommendations or showing any signs of caring or common sense. Luckily, the Little America Hotel in Salt Lake City cared enough to listen to the situation my girlfriend was in and easily arranged for her to stay at the Little America Hotel. I would strongly recommend giving your business to The Little America Hotel since that hotel cares about the patrons who choose to stay and does not take full payment from patrons while refusing to let them stay...

We had a cancelled flight, were given a voucher to a downtown SLC hotel that was booked and found the only room available at midnight on 10/14/24 was at the Element. We walked in and told the reservation desk that we wanted a room and he said "sorry, we don't take walk-ins"! What? We were there and they had a room but we were told to go make a reservation online. I was trying to contact the airline while my tired and injured husband looked up the hotel, found the site (or so he thought) and made a reservation because we had to be back at the airport in 5 hours and were very tired. Walked to the desk and told the guy we had a reservation, which at first he couldn't find, then said he needed a card for incidentals...for a