Fairfield by Marriott Inn & Suites Salt Lake City Downtown — Hotel in Salt Lake City

I'm not one to complain, but:

Our wake up call was messed with. First it was 7:30 AM the second day (which was our request), but later that day they did a wake up call at 3 PM even though we did not request it. Our last wake up call did not even come through either.

Ben was really nice and helpful when my wife called to ask about questions and the night before check out there were loud guests who just checked in above me made me not able to sleep. I called 3 times I believe and after 10-15 minutes of the guests not stopping, Ben went up to ask them politely to not be noisy. It made sleeping much better.

However, that night I opened a chat to inquire about wake up call and waited two hours to see if I would get a response. I went to sleep, telling my wife to get a shuttle to airport from the hotel's advertisement online. She stayed up all night messaging the front desk, but no reply. 8 hours later and it was time to wake up. No wake up call was made to our room. We called the front desk and it was another male employee, not Ben this time. He seemed rude and not apologetic. Saying the system did not send any of our requests and chats. Literally we got an automated response saying we would get a reply back. We got nothing. He asked why we are not using the room phone to call. Why is that important? I had another person in the room and they were still sleeping, so I stepped out to call on my cell phone.

My wife asked if we can get a shuttle with the hotel's accommodation and the male front desk said no immediately and said they had nothing to do with it. Saying it is our responsiblity to pay. Telling my wife that he would have to get a manager's permission, but not wanting to contact the manager himself. Telling my wife to contact the manager herself. She told him it would be like messenger for her to talk to a manager and then they talk to the front desk and then talk back to me to confirm and that would take more time than we can afford. It was an hour before I had to be at the airport. The front desk was confused on how to get ahold of the manager. I know there is an email and emergency phone number if the managers need to be called. The front desk is just too rude and lazy, I presume.

After being put on hold for a long time, twice in fact, the front desk finally told us that the manager approves of the accommodation. He was not happy and we were about to say "Thank you so much, we really do appreciate the accommodation" but the front desk was unenthusiastic and said "Yeah. Bye," as soon as "thank you" left out mouth. We could not even finish our sentence. I am glad I did not say it to him. It is the manager that I am grateful for. It was only $8. It's not like we asked for full refund or half of stay refund like most guests do. We really just wanted a shuttle and it did not happen because front desk did not get back to us. If I had booked directly with Shuttle Xpress then it would be $2 more too.

Literally the moment we left our rooms, the same front desk went into our chat and requests and closed them off. Okay. He totally lied that he did not see anything at all and no requests from us. Sure. I can see that he closed it. He can't lie to us like that. He literally sent a period, a DOT, reply into our chat and closed the case. I have screenshots of my chat and request, sent it to front desk email and he knows it is him. The system monitors which employee did what. He knows he is at fault. After seeing the screenshots before the manager saying yes, of course he knows he admits his mistake. That is why they accommodated our shuttle.

To be honest. This stay was good, until the staff today, I don't remember his name because he was that bad. Ben was kind of at fault too, because he was still at the front desk when we sent requests. He was busy, I get it, but no message relay to the next front desk made this ridiculous later on. A lot went on that I shortened the story. Manager was helpful. But... overall, hotel was great and staff were not so great.

Have to fly back home and my last thoughts are,...

-- I was extremely disappointed in this Fairfield Inn & Suites by Marriott in downtown Salt Lake City. My flight into SLC was a late one, so I was checking into the hotel around 11:30 PM local time on a Saturday. My flight out of SLC was late on Thursday night, too, so I had to book the room through Friday in order to stay later than the check-out time. There was no option to even elect for a late check-out either.

-- The first room that I was given was on the first/ground floor. Upon entering the room, I tried to set the temperature on the thermostat, but neither of the two in the room worked. I called the front desk and they said they would send someone to look at it. Then I realized that the curtains were sheer/lightweight and there weren't blackout curtains. I could see right through them as the light coming in from outside was bright in both the bedroom area and the living room area. (See images.) I called the front desk again and asked if any of the rooms in the hotel had blackout curtains. The answer was no. They also advised me that no one would be able to come look at the thermostats until the following morning, so I asked if I could change rooms and they obliged.

-- As I walked through the halls to the new room, I was disturbed by how dirty the walls were. There were marks and smudges everywhere. In the new room, as expected, the curtains were still sheer and very lightweight. As I unpacked my suitcase, I started noticing a plethora of other issues that were just unfortunate. For one, the outlet strip near the desk where I was setting up my laptop was essentially destroyed—partially melted and loose from the desk. (See images.) So were a number of other outlets nearby. Similarly, the shower was spacious, but the glass partition aside the glass door was improperly stabilized, wobbly, and seemed quite unsafe. The support bar was completely loose from the wall, too. The shower door was very suspect as well, with loose screws on the brackets and several brackets weren’t even fully attached to the wall. (See images.) The shower door couldn’t open all the way either as it hit the sink counter—just a poorly designed bathroom overall. And again, the walls in the bathroom were quite disgusting. When showering, a significant amount of water would escape onto the floor of the bathroom, too.

-- In other news, the free breakfast was a bit underwhelming, but okay, perhaps unsurprisingly. Also, there were no safes in the rooms, and the fitness center was extremely small and limited with what appeared to be one elliptical, one treadmill, and one set of weights. The beds and pillows in the room were way too soft causing me to have a bad back and bad sleep all four nights that I was there; the bad sleep was also due to the bright lights coming in through the windows. (See images.)

-- The location was decent, but far too expensive for being 0.5 miles from the Convention Center (Salt Palace). I saved a bit of time by walking through the empty lot adjacent to the hotel a few times, but I came across a number of used needles there, too, so not the best move on my part, I suppose.

-- In summary, this hotel should probably be considered a two-star hotel as opposed to a three-star hotel and much less expensive. With all that said and done, I wouldn’t recommend that anyone stay here if you are looking for a decent...

The hotel was easy to find and parking was convenient too. The lobby was super clean and well lit. The employ at the desk was very friendly and asked about our stay in Salt Lake City. Every employee we met was very friendly and courteous. Room and bathroom were extra clean and the shower was amazing! The hot water was able to get VERY hot and there was enough hot water that I could have stayed in there for 30 min and not ran out of hot water, something I don't get in my own home so it was very appreciated. I wished I could have stayed in the water longer because it was so enjoyable. The bed was very comfortable, and there were PLENTY of pillows, which was important since I am 7.5 months pregnant and I don't always sleep very well. That night was a great nights sleep. Having USB charging stations on the clock was great as it allowed us to have our phones on the night stand charging rather than across the room. Great lighting in the main area allowed for me to get ready for the day in the main part of the room while my daughter used the bathroom to get ready. Internet was fast, and easy for my daughters Iphone to auto connect, my android took me a min to figure out I had to go to the hotel website to connect, just the differences in phones I guess. Breakfast choices were amazing,waffle bar with berry syrup and cool whip, cold cereals, fresh fruit, yogurts, milk and juice, oatmeal with 6 or more options for toppings like nuts, craisins, brown sugar and more. Scrambled eggs, hard boiled eggs, cheese omelets, turkey sausage patties, bread options and pastry options. There was something for everyone. I especially appreciated the options in toppings for my oatmeal, it's the little touches that make all of the difference. more seating area would be nice as the tables were all full at 7am, there was a rugby team staying there as well. The seating area was adequate as long as it's not an overly busy weekend. I just took my food back to my room to enjoy a place to sit and eat. I will be using this Fairfield Inn and Suites as a go to when needing to stay in the Down Town area of SLC again. The only down side to our trip was that there was some sort of night club next door and at 1am I could still hear their music from our room, which was facing the club. It wasn't so bad that I couldn't ignore it and go to sleep as I was exhausted from our days activities, but I imagine if you were a light sleeper you would want to ask for an...