Hampton Inn & Suites Salt Lake City Airport — Hotel in Salt Lake City

I’ve never had a bad experience with Hilton until I tried to spend a night at this location. The people at the front desk canceled my room and sold it to someone else.

I had drove 7 hours (for a normal 3 1/2 hr drive) through a constant blizzard and wasn’t sure if I would make it to the hotel to stay the night.

A call was made to the hotel expressing these concerns and asking if I could get a refund for the room. I had made the reservation less than 24 hours ago. There is a stipulation that if you cancel your reservation less than 24 hrs prior to your reservation day a refund isn’t allowed. Of course when I made this reservation over the phone, the woman didn’t tell me that.

I asked what the weather was like in Utah and the receptionist said it was only raining. I was hopeful the snow storm didn’t reach all the way down to Salt Lake. So I pushed through only to discover half a foot of snow on the ground where it was ‘only raining.’ At that point I was so exhausted that I was just glad I made it to the hotel.

The hotel receptionist tells me that my room was canceled and that the hotel rooms were all full. I never told them to cancel the room, just that I was concerned I wouldn’t make it there that night and wanted to know if I would be refunded. Of course, it doesn’t make sense that I would cancel a room I paid for... knowing I wasn’t going to be refunded. I was confused why they would cancel my room and sell it to someone else. The lady said there’s a hotel around the corner and there’s some rooms left there- so basically go spend another $200 on top of what I spent for this reservation, just so I can get a few hours of sleep before my flight.

I had a flight in about 7 hrs so I asked if I could sit in the lobby for awhile and then take the shuttle early to the airport. The lady responded without sympathy that she “can’t just have me hanging around the lobby.”

I stand there not knowing what to do and on the verge of tears because I’m so tired and so upset that I went through the most frightening drive of my life for 7 hrs straight and that the bed I was looking forward to and pushing hard to reach was taken from me. On top of that, the two receptionists were callous showing no signs of sympathy or even regular humanity for me.

Eventually the lady checked the room status again and said that a room had a cancellation “in the nick of time” so I could have a room for the night. I didn’t even care what the room was like, I just got ready for bed... But to make things worse, two men opened the door to my room. They quickly realized the receptionist made a mistake in giving them keys to this room.

I usually love Hilton but this location has some serious miscommunication issues and the staff is not very kind or understanding. I do not recommend staying here for...

Booked the King Suite and it was nice and with a good price. It would have gotten a five star review except for a couple of annoyances.

But first I'll say that the room felt spacious with a sleeping area and sitting area separated by a television mounted on a swinging arm which allows you to point the TV either toward the bed or toward the couch. It worked reasonably well but doesn't feel as luxe as having two legitimate spaces as some suites have. That being said, the layout of the room is easy to see when booking so this is not really a negative for the review. What is negative is that the... kitchen? feels tacked on. The mini fridge is more of an office fridge and set on top of a low side table. It technically works, but is oddly small and strangely positioned next to the couch. There is a small bar sink next to the coffee maker and microwave near the bathroom, but I'm not sure what you'd need it for since the room just comes with four disposable cups which don't need rinsing. But that's okay because I didn't use the cups anyway since the room was stocked with only decaf coffee. Not a big deal, since there is brewed coffee downstairs, but annoying, and not the only stocking error either.

The bathroom is decently sized and the shower stall has a foot rest which my wife really appreciates, but oddly the provided sundries included two shampoos, a conditioner and no lotion. Now I can't guarantee that the hotel doesn't provide lotion, but it seems odd.

Final annoyance. The ice maker on the floor was broken. It worked on the first floor though, so not a big deal... again.

For all the small negatives, the hotel was nice. The room was clean, felt good to be in and they...

0 stars hands down (made me select 1 to add comments)! Worst hotel my family has ever stayed at. I would highly recommend to everyone DO NOT stay here!!!

When we got to the hotel at 10:00 a.m. we were told we couldn't check in till 1:00 p.m. We came back at 5:30 p.m. and were told no rooms were available.

Also, when we checked in on Tuesday at 10:00 a.m. we asked for refrigerator but they didn't have any. We were put on the waiting list and told we would get one as soon as possible. We checked out Sunday and never got a refrigerator. Yet we saw refrigerators in the hallway each morning as we would leave our room.

We attempted to eat at the hotel restaurant one of the evenings during our stay. Ordered our kids chicken fingers. When I cut into them for the kids they were completely raw.

The room keys that are issued take about 5-10 attempts to work. Makes entering room very difficult.

I could continue to go on and on but I hope you get the point that this is an absolute horrible hotel. The funny thing is that at the front desk they have a sign that says we want to make sure you are a 100% happy. When I checked out I explained that I was not. The employee at the front desk said, "I agree the management here is horrible make sure you write a review about it." Even their employees understand that it's a...