Hilton Salt Lake City Center — Hotel in Salt Lake City

Note on Nov 21/23: The hotel front desk manager called me back himself on Oct 15 or 16 and he offerred a solution that to my satisfaction including that better staff training... so my confidence in Hilton brand and in this particular hotel is back, and I will stay again at this location. (I did change my rating from low to high just now. bottom line, we are all humans. Humans have mood swing and humans make mistakes. As long as the issue can get resovled, I believe it means the service quality is good!) below was my orignal note back in Oct 23. I am not sure my experience is not typical. This is for the management to be aware that they have two faced employee. I wish I took a video or pic secretly so the management can tell who this was.

Oct 9, last night, I checked in around 9:30-9:40pm. Entering the lobby, I went for the first desk (facing the front desks, this was on the right-hand side). The staff, a thin slightly short lady with a frozen face, after I gave her my cell and my husband's cell, she told me she cannot link my reservation to our joint account which is the account that I'd like to cumulate the points, as a Hilton owner, instead she insisted that she could only link my reservation to the account that has my cell number. She refused to honor the points to me and denied my request of daily voucher which is the common practice for Hilton Owners. She also denied my request to have the parking fee waived, which is also the common practice for Hilton Owners. This morning I called Hilton, the lady put me on hold and she called this hotel... after waiting for a while, she told me to hang up and call back later, she'd requested this hotel to link my last night reservation to my Hilton account, joint account with husband, with Gold status, instead of the Blue one that I accidently created and I requested the check-in lady not to link to but she insisted to... and she asked me to call back later so I could get the points, even that I did book the hotel thru a third party. About the parking fee, this morning when i left the garage, the parking fee showed up as $19, not $25. I got waived the $19 after I explained that I was the hotel guest and paid the hotel. I did receive the hotel charge of parking as $25. The lady last night told me she could not waive before the hotel does not own the parking. It seems the hotel is making money by charging guests more than the parking garage charges.

Regardless if I disagreed with how the lady handled my case, from the very beginning, she did not greet me, she gave me this long frozen face and cold tone. Maybe she had a bad day. But it was not a guest’s problem. Working at the front desk of a hotel, especially a Hilton, all staff should greet guests and put on a smile, even you are crying in your mind. Because that’s your job. Your smile will bring warmth to the guests. Your frozen face and cold tone will freeze the guests’ heart towards this hotel. Actually if you do smile, you will receive smiles back, and that will make you feel better, even that you are experiencing something bad deep down in your heart.

This was Oct 9, 2023, last night. My room number was 1633. From the record, maybe the management can see who checked me in.

I am a business owner myself. This is for the hotel to train staff better, to find the right ones. Wish all guests will have a terrific experience at this hotel, instead of a hit or miss experience. for me, this is the very first time I had a bad experience at a Hilton. I have been a Hilton owner way more...

There is a bit of a story here. I had initially booked a single room for a convention I was attending, but my sister ended up wanting to come. I went to the reservation online and added another room for her. However, when I did so I received a new confirmation number via email and I was worried. I figured there would just be a single reservation/confirmation number. I called Hilton to ask them about it and made it clear I just wanted a single reservation with two rooms. No problem. The person on the phone changed the reservation, and assured me it was the only reservation and I was all set. This was in March of 2024, for a reservation in December of 2024. ||||Since I'd called and confirmed exactly what I wanted and was assured that I had what I wanted I felt pretty confident I was good to go. Fast forward nine months later and I'm checking into the hotel and the person checking me in says that I have THREE rooms. That's obviously wrong, and the Hotel even thought as much. The said that they had called me earlier in the week to let me know they thought this was an error and let me cancel the room. However, I never received this call. I was told that because I had not canceled the room in the 72 hour time frame I would lose the deposit if I canceled the third room. I was pretty unhappy and the person went and got the manager. Essentially the manager reiterated that they had called me and left a message because they thought it was in error. After showing them my phone where I had neither a call or a voicemail - the manager could not care less. They just kept saying it was my fault and I would be charged. Since there was nothing I could do, I just canceled the room and took the loss. ||||Later as I was trying to figure this out I remembered what had happened and opened a case with Hilton with the additional information that I HAD called before their 72 hour time limit - you know 9 months earlier. Unfortunately this ultimately ended up in the same manager's hands, and they responded to the email saying that I should have caught this mistake by comparing the confirmation numbers in the emails they sent. ||||So, basically they screwed up, KNEW they screwed up, lied about trying to contact me, and left me with the bill. But because I didn't catch THEIR mistake, I have to pay. I'm not sure if the manager is extremely dishonest, or if they are just really incompetent, but either way I'll never stay at a Hilton again. Unfortunately, we've normalized theft by large corporations as just the 'cost of doing business'; if I had stolen several hundred dollars from them I'd be in jail. Let this be a warning if you are staying here and they screw up your reservation - you will be the...

The location is simply not worth it. I would give this hotel 0 stars if I could. Rooms were disgusting, service was terrible, basement parking is a nightmare, rooms and food/drink is horribly overpriced.

The rooms: You couldn't pay me enough to stay here again. Not only are the rooms dated but they're not even clean. There are visible signs of mold in the shower, the sink's sealent is peeling and visible. The toilet had some perpetual soot on the bottom of it. The entire experience was irksome. I suspect the only reason people book these rooms is because they book them in blocks for conferences and then never come back.

Customer service: A few issues here. When we checked in no one told us we needed to request room service in order to have our rooms cleaned. Day 1 we assumed they forgot. Day 2 we finally asked about it. They said "you have to request it". Great, we requested it for Day 3. We come back, after a long tiring day of skiing, and the room is still not cleaned. This was incredibly frustrating when all you were looking forward to was a nice clean room to get back to. We gave up on ever having our rooms cleaned.

In another instance, we let them know the safe was locked when we got there. They said they would send security to open it. We waited 1hr, no one came. We ended up not bothering with the safe.

The customer service in general was highly unprofessional and unhelpful. Every time you go to talk to the customer service at the front desk there are 2 or more of them just talking amongst themselves. They don't give you any attention, they just keep talking among themselves, like you're an inconvenience for asking them for any help. I had to wait several minutes before one of them bothered to ask me whether I needed help.

Parking: The basement parking is anxiety inducing. The clearance is incredibly low, there's hardly any place to turn, and there's weird concrete columns in between parking spots. There's already limited parking, so you pretty much have to park in a tight weird space if you want a space. For this reason alone I would never book this hotel again.

Classically overpriced: Drinks at the Starbucks are $7. Small kind bars are $4....