Hampton Inn & Suites Salt Lake City/University-Foothill Dr. — Hotel in Salt Lake City

Didn't even get the experience of staying!We were merely trying to book a room for an emergency surgery and were completely flabbergasted at the horrible customer service given by what was said to be the "manager" on duty. If you have a minute...Here is the play by play. (Of course the actual information may vary slightly...hard to convey in words!) We were referred by a sister hotel due to increased occupancy from Home 2 ...to Hampton inn and suits....we reached a front desk receptionist( Maria) whom found us an awesome rate and then told us to call back and ask for her when we gathered our payment info.(BTW Maria was great for her lack of experience)So, we called back a little later with the information and the call was answered by Matthew. We asked to speak with Maria. He then proceeded to redirected the converstion by asking all the credetials for reserving the room. Then he said that the room we were told was available was no longer available. Completely confused we asked to speak with Maria again as maybe she knew what we were asking for. He said she was no longer working and that he cant give us make believe rooms and as he was her manager he saw no reason to transfer us to her ..she was new and gave us missinformation. Thinking he was completely joking(because he was soo completely dry, rude, and out of line)...we still asked again to speak with Maria as we would like to discuss availability with her instead...we were again refused ... he just kept saying nope ...nope ...then (as if he hadn't already crossed the line) ...he said he understands that we are angry due to our child's surgery and taking it out on him ..that he deals with bullies ... if there is nothing ...then he hung up!....We were able to reach Maria again by calling back on another line where she started to act exactly like Matthew but was easily redirected when we told her how much we appreciated her customer service and that we were no longer interested in reserving a room due to her managers behavior that all we needed was possibly his managers name and number and corporates number...she gave us the day managers name and the hotel number then was fed incorrect corporate information by Matthew(the Hilton Honors number was given for corporate) ...We figured things out and are also making a formal complaint with recorded conversations!.....Needless to say...We will never be visiting this Hampton inn and suits and I would advise against any direct contact with this poor excuse for a "manager"...I sincerely hope Maria does not get her training from this "manager" and I would hope there would be some form of recourse or retraining for Matthew and his aweful behavior. I hope that no other customer with or without our special requests has a similar experience in the future. I would not and will not reccomend this hotel to anyone due to this experience alone!..... On the brighter side of things ...we were able to speak with the receptionist(Liz) at the sister Hotel(Home 2 suits) and she went above and beyond to help us find a reservation for our needs! Loved staying there last time and I'm sure this time it will be...

Have you ever needed a root canal, a new phone plan, and a nice place to stay? Me neither! But that is what you get when you first approach this Hampton Inn. A newish-build shoved into a multi-purpose mall-esque configuration.

The initial pull-up suggests a lack of parking, which is quickly revised when you notice a parking garage that is jammed into the right hand corner of the property (with ample, if cramped, parking for those who can't get a spot right next to the hotel). Part of the covered section was being used to store carpet for a recent refresh. But I never found parking a problem.

The hotel lobby is quite lovely. A faux-fireplace. Ample seating. Coffee and tea service 24 hrs. a day (save when the pots are empty and the front desk staff don't refill them). Rooms are as expected, albeit with those yucky dispenser-style conditioner/shampoo/body wash tubes in the shower. Beds/pillows are comfortable. Heat/AC works well. Good wifi. Those I traveled with said the breakfast was good the first day, just so-so the next. Location was great for what we were doing (university-based with some sightseeing both downtown and in Draper). An older staff member was incredibly courteous when we had to check back into the hotel on account of flight cancellations. All in all, I'd stay here again without hesitation. And the price, considering prices these days, was great.

Some observations: those whining about the breakfast have to realize that that is, generally speaking, a great thing to have but never ever expected to be gourmet or consistent, right? And squawking about carbs? Are you serious? The walls are thin? Hmm. Have you heard of ear-plugs? Billing issues? They happen. Seems to me that the person responding to these sorts of complaints is bending over backwards to communicate with you about your issues. So, maybe, just maybe, you are uptight (esp. when compared to the overwhelmingly positive reviews by those who have stayed here)? Just an observation.

One additional comment: the staff are great. They also seem, in some cases, to be a bit 'relaxed'. On check-in, a younger fellow greeted me with an oddly weary "Hello, gorgeous." I was flattered, given that I am a middle-aged man and not what I would consider 'gorgeous'. Others might not like that sort of nonchalance. On another occasion, coming back to the hotel in the evening, the staff were not at the desk. Where were they? Lying down on the couches in the lobby?!?! And, while they did greet me, I suspect (again) that some guests (see above) might not appreciate the casual vibe they give off. Just a minor suggestion that management might want to revisit some policies . . . or not. Again, didn't bother me one bit.

To reiterate: I recommend this hotel. It offers everything one would want. And, while some things might be hit-or-miss, it seems like the place is generally well run. You made a somewhat stressful four night (that was supposed to be two night) stay in Salt Lake...

I made my reservation on what I THOUGHT was Hampton Inns website, since the website was Hamptoninnhampton.guestreservations.com I was immediately charged 212.70 on May 21, 2021. Upon check out the next morning I got a receipt from the hotel stating They got paid 146.16. When I asked why I was charged so much more then what they were paid I was told I booked on getaroom.com, I explained I DID NOT book on that site, and explained I was on the above mentioned website. The front desk clerk explained these "third party" site will make their site appear to be the actual hotel website so people will book on them and get charged this "fee". The front desk clerk also explained to me that normally, they are not allowed to give third party bookings a hotel receipt for that reason...so the customer wont know they were actually charged MORE that what the room is offered for normally! the only reason I got a receipt because my hilton honors number was linked to the reservation. I am hesitant to give the front desk clerks name, he was very friendly and accommodating, and I dont want him to get in trouble for being honest! #1 I wanted to let you know that this company is using your name to rip people off, they are misleading people into thinking they are booking through the real hotel website, there are several names getaroom.com. hotelvalues. cci hotels, global reservations that fall under this sacm hamptoninnhampton.guestreservations.com and several different phone numbers. none of which will get you to a live person UNLESS your booking a new reservation. I have disputed the 212.70 charge with my bank I want the difference refunded to me. And while I know that is the third parties responsibility this leads me to #2 If your company is knowingly keeping the fact that customers are being overcharged by these scam websites by purposely withholding hotel receipts, that is reprehensible! You should care more about your customers than that! I do plan on making this underhanded practice known so that other people dont get scammed out...