Hilton Garden Inn Salt Lake City Downtown — Hotel in Salt Lake City

As my son comically states, we have stayed here |'like twelve times."||We have stayed here MANY times. I'm willing to pay for quality, and I'm a detail-oriented observer. This property has never disappointed me. The whole hotel smells good, even the elevators. Every area I've seen is clean, like actually clean. Except for ONE front desk person on one visit, every single employee has worn a smile and exuded a friendly, caring attitude. The swimming pool is large and has never been crowded. ||The onsite restaurant is such a nice convenience especially when traveling with children. Bring a newspaper, and either enjoy a custom order or get the buffet. It is not included with your room, but is good food. Also, the hot chocolate is great for people who don't drink coffee! We did have dinner there once- my oldest son's young family of four, myself, and my youngest son. There is a good selection for every palate, and that waitress was THE nicest human on earth. She took SUCH good care of us. ||There is lots of seating in the lobby, AND there's a place with small cocktail tables, AND there's a cozy room with a big dining table by the fireplace. I've seen families eating at the table, playing games at the table. I've seen people doing computer work there. I even love the interior decorating. There is a well-stocked market by the front desk. ||In the rooms, the A/C makes VERY cold air. Which is nice in the hot Utah summers. There is lots of space in the rooms, lots of desk surface, closet storage, fridge. I've never been disappointed with the water pressure (very important to me), and water temperature. The water will get plenty hot! There is a night light in the bathroom light switch which is nice. I find the mattresses perfectly supportive. And, this property will let you request non-down pillows. ||This area is not far from the freeway, and is close to downtown. They have recently started charging for parking. There was one time a few summers ago, as we walked to our car in the parking lot when I noticed a car had a window smashed in. It was over on the side in the "alley-like" portion. I try to park in front if I can. No matter what, if you're downtown and not in a gated area your vehicle can fall victim to crime. Hide anything from view that might be desirable. Other than that one time, I've never been concerned. ||There are restaurants close by. We have walked to a bbq place (fantastic!) kitty corner from the hotel, even later in the evening and felt perfectly safe. I think the Trax can be picked up two blocks east. ||There are high-quality managers who have the ability to lead high-quality teams, and this property has benefited from...

I’ll preface my review with, I never leave reviews even if the service I received wasn’t to my expectation. Just not my style, however, this was the WORST experience I’ve ever encountered staying at a hotel, and I will now never stay with Hilton Hotels again because of how I was treated. If I could leave this review with zero stars, I would.

My car was towed because I was parked closer to the Starbucks than to the Hilton. This is all the same parking lot, mind you. In the parking lot, there is no “no parking” signs. Zero. But at the front desk, there’s a chalkboard sign written in chalk that has an essay written on it about why you shouldn’t park by Starbucks. I’ll admit, I never saw the sign, but in my defense, there’s a ton of signs at the front desk. I tried to suggest that they add that into their welcoming comments when checking you in, and the response was “sorry, but we have this sign and there’s nothing we can do”. There’s nothing you can do better to help your customers from getting towed?? My god.

Later as I was pacing the parking lot waiting for my ride to get my car, I noticed that In the Hilton side of the parking lot they have “permit required” parking signs, so when I went back in to ask if I was supposed to get a permit, “Bobby the Sales Director” responded with “we don’t give our permits, we have this sign that says don’t park by the Starbucks”.

Lastly, (for anyone still reading) there were no “hilton property line ends here”, “no parking” or “Starbucks guest parking only” signs to be seen. Just the one sign at the front desk, and then a sign when you enter the parking lot that says the lot is patrolled, and you should have a permit.

I was basically bamboozled, and no one seemed to care or offer any empathy. In fact, they were in the defense the whole time and very rude. I’m not expecting anyone to pay to get my car, just hoping someone would honestly just listen, and maybe try to do better for their customers. Terrible way to approach the situation. Thanks...

I stayed at the Hilton Garden Inn Salt Lake City Downtown in late March. The hotel was recently renovated and it is in excellent condition. Every member of the staff I encountered was extremely helpful and seemed to take great pride in the hotel. Those points aside, I was particularly disappointed with the shuttle service from the airport. I looked at the hotel web site to ensure they provide a shuttle, and the web site states to, “wait in the designated shuttle pick-up area at the airport.” I arrived at the Salt Lake City airport around noon, so there were not many hotel shuttles making the rounds at that time. After calling the hotel to have a shuttle dispatched, I waited in the “passenger pickup area” outside baggage claim (there is no “designated shuttle pick-up area”). The hotel web site states “expect a maximum wait time of 15 minutes.” Unfortunately, I waited almost an hour to get said shuttle. This situation was particularly frustrating after extensive travel.

When I returned home, I contacted the general manager of the hotel and asked that the hotel simply designate a place (e.g., outside door 5) that all passengers can quickly identify and that this information be placed on the hotel web site. The general manager assured me that she would honor this request. Unfortunately, however, after over a month, the web site still does not include the requested information.

I want to give the hotel five stars for the reasons stated in the beginning of this review, and I would have done so if they simply added the information I requested to their web site. However, it appears management failed to honor what I believe to be a relatively simple request to provide more clarity on their web site to prevent such situations from occurring again. I believe this is a great hotel, and it can be much better if management is simply more responsive to guest concerns. I hope this review provides some guidance for both the management as well as...