Holiday Inn & Suites Salt Lake City-Airport West by IHG — Hotel in Salt Lake City

Booking.com is how we made our reservation for a 2 night stay. We selected a room with two queen beds and a sofa sleeper. When we got to the hotel we were given a king bed and a sofa sleeper. I explained this wasn’t correct and that I needed the bigger room. The clerk told me there wasn’t a room that size and that he would bring a rollaway bed. Thankfully they had one, terribly uncomfortable. We were Very disappointed but we went to the room with promises to get the room we booked the next day. We had plans with the kids a would be gone the whole next day, so I went to the desk to find out about our new room. we had to pack our entire room up cuz the new one wasn’t clean yet. We had to take everything back to our car and check back in again when we were back. The day clerks customer service skills are zero to none. Says it’s the 3rd parties fault and offers no apology, won’t let us leave our stuff in the small room, genuinely doesn’t care how her customers feel. We watched her with another customer in front of us and she gave her a “there is nothing I can do for you, you’ll have to contact the general manager to file a claim”. Get to our new room, correct size……and it’s a train wreck: wobbly tiles coming up in the middle of the bathroom, huge bumps like a half inch tall under the carpet that we keep tripping over, the pullout sofa bed mattress has a huge hole in it, light switches pulled off the wall. Just to name a few flaws. This is the “family suite”.

100% disappointment, no use expressing your concerns, figured that out in the first few minutes and was confirmed again the next morning. They don’t care, it’s “third parties fault”, they don’t care how your stay is at their establishment and take little pride in how the rooms are maintained.

Didn’t even offer a discount on my stay.

Breakfast: kids eat free. Adults $15 a person for a continental...

This used to be an enjoyable stay for us on our trips to the west coast. A stop in Salt Lake City fit the travel schedule perfectly. This Holiday Inn Express is convenient, located on the western part of the city so no trafic hassles in the mornings, The people were skilled and friendly and the kitchen satisfactory after a long day on the road.

This year, however, was noticeably different. Front desk people did not seem as friendly or efficient as previous. When checking out, I was thanked for staying but never asked if the stay was all right or if any problems occurred. Specific problems indicate to me an overall decline in quality of stay:

1. Food. Our ordered Nacho plate tasted good but the chips were soggy when we received the food. An indication of no concern of quality of ingredients or overall quality check.

2. Doggy bags were missing in the dog walking area. Who is responsible to insure the outside is up to standards?

3. We had asked for 2 keys; only one of which worked. I made three trips from fourth floor to first floor 3 times without success. Of interest, upon entering the room for the first time, I noticed that the door was held open with the locking arm. Maybe that was a clue of a problem to come with the locking mechanism.

4. Ice machine was indicated as Out of Order. Indeed it was forcing a trip to another floor to get ice.

5. Upon checking out, the cart came apart with the uprights coming out of the floor of the unit..

What we found were problems in many different departments which means either managment isn't upholding Holiday Inn standards or the employees are not ulpholding the sstandards and not telling management of problems.

So, what we noticed was decrease in almost all areas except for room cleanliness; front desk, locking equipment, food and outdoor maintenance.

I wished someone had asked how...

We chose this hotel for one night as it is close to the SLC,UT airport. The hotel was a good choice due to its' proximity to the airport-*(Note that the Holiday Inn East is also in a close proximity to the airport. Overall this hotel was comfortable and quiet. The staff needs training in (communicating) to their guests. Upon our arrival to check-in, it was not busy and the young man who waited on us, handed me our room keys and directed me to the elevator. My complaint is that this young man..DID NOT.. inform me that we had to have tickets for a free breakfast in the morning. We went down to eat in their restaurant and I had to go to the desk to inquire why we would need to pay for breakfast, when I had requested breakfast to be included at the time of making the reservations. The desk clerk then informed me that we were given the (tickets with our room key cards). I had to take the elevator back up to our 3rd floor room to retreive the free breakfast cards. This was frustrating, as I should have been informed of this upon my arrival.

In the restaurant, ALL workers had limited English comprehension. Thankfully, the one young host, was able to communicate in English.

The food offered was the usual Holiday Day Inn breakfast with scrambled eggs, bread products,

meats-(sausage/bacon), fruits, yogurt and refreshments-hot and cold.

I would recommend this hotel because of the close proximity to the airpoirt and it was a quiet...