Hyatt Place Salt Lake City/Downtown/The Gateway — Hotel in Salt Lake City

The rooms are okay... not extra great.

However, the service is horrible. I stayed a whole week here. I was there for work, but brought my family since it was summer time. I have done this on numerous occasions to other locations (not in Utah) and with other hotel providers when traveling so this is not new for me. This was my first time (and probably LAST time) at a Hyatt hotel.

The first thing when we checked in, I was told they don't clean rooms every day, only after 4 days. I have never been told this before so remembered it clearly. I wasn't too worried as I usually keep the "do not disturb" sign on anyways... but still thought it was odd to be told this.

Also, the rooms come with a fridge, but they do not come with a microwave. I called twice in advance to get a microwave in the room because I needed one and was told both times, you will get it when you check in. When I checked in, they said the guy went home who hands them out so you may not get it until tomorrow. I needed it for the nights to warm up my kids' milk as they like to drink warm milk before bed. To my surprise, someone did end up bringing up a microwave a few hours later, which I was grateful for. However, I had to use about 5 wet wipes to clean it out internally (the wipes were so nasty and yellow). From a hotel, I would expect more cleanliness than that.

Since we did not have house cleaning for the whole week we were there, we did ask for the trash to be taken out mid-week and housekeeping was a bit frustrated that we asked. Like we are not even asking you to clean the room, but we had a lot of trash from takeout boxes. As we checked out, everything seemed fine. We did have again a lot of trash, which we even bagged up everything and put nicely in a corner, so it was obvious that it was all trash. We did use the sofa bed which we folded up and put all the sheets nicely in another corner indicating they needed washing.

We got a separate charge of approximately $60 added to our credit card when we arrived back home. I called the hotel to ask. they said they had no record what the charge was for. They asked someone else who said housekeeping added the charge, but again these people had no idea what the charge was for, and I had to call back on a day the head housekeeper was in because she was the only one who knew what the charge was for. SHADY!! As a business trip, I need an invoice for everything. After asking for an invoice on number of occasions, I finally called when the main housekeeper was in and was denied the ability to speak with her even though I had to call back so many times to see if she was in. I was told that I trashed the room and ruined the sheets and new sheets needed to be ordered. I can tell you I did not trash the room. I had the trash neatly in a corner. Yes, it was a lot since we ate out at all meals, and I still do not know how we ruined sheets and what they were referring to. I asked for pictures which I got none and was told "take the dispute up with your credit card company" THIS IS VERY BAD SERVICE. I even called Hyatt headquarters who said they opened a claim (which I received no further communication about from them). I took it up with my credit card company who did an investigation, and I did get the charge dropped from my credit card because of my credit card company (NO THANKS TO HYATT) and it took them over 3 months.

HYATT will charge you hoping you won't go thru all these extra hoops to get the charges dropped and they get to keep your extra money. BAD CUSTOMER SERVICE!

Only thing great was location! The location is great because it is walking distance to many places and the...

My family and I just stayed here from Friday-Monday. We were able to check in at our check in time which was quick and convenient Our room was NOT CLEAN, in fact is was pretty concerning (I will add photos). Upon arrival we noticed that there was an “X” of tape on the back of the bathroom door which was odd but we could understand how that could have been missed, but then as we settled into the room we started to notice some pretty obvious and disgusting things. First there was a used pair of ear plugs right next to one of the beds, then we noticed a lot of dust and handprints on the separating glass wall/wood boarders, as well at the headboards, and fingerprints on the mirror. But then the most DISGUSTING thing I’ve ever experienced when staying at a hotel…one of the beds was made, it looked like it was freshly made but when I opened the corner of the bedding I noticed there was a spot, at first I thought it was a stain but then (with my worst judgement, I touched it) it was a small light red/orange spot that had a sticky texture, I then flipped the sheet that covers the comforter down to find a large yellow stain, it appeared to be urine just by observation, then I opened the sheets to find multiple spots of food stuck to both top and bottom sheets and crumbs and lint IN the bed. To say we were grossed out is an understatement. I unmade the bed, rolled it up and took it to the front desk to show them and ask for clean bedding (which I was happy to make the bed myself) My request and concerns were acknowledged by the front desk and they said they’d notify someone in housekeeping to bring us the bedding. After a few hours we still didn’t have any bedding but I ran into Housekeeping in the hall and asked her if I could get the bedding, she said her supervisor hadn’t notified her but once she was notified she would bring us the stuff, we did have to use Google translate because she didn’t speak English and I don’t speak Spanish (no big deal) then later in the day I saw another Housekeeper so I asked her if maybe she had the stuff, she said she didn’t but someone would bring it, a few more hours went by and nobody brought it. Finally around 6 or 7pm I called the front desk, he said housekeeping was gone but he showed up to our door within 5-10 minutes with everything we needed to make the bed, he was very kind, he apologized profusely, we told him we understand it was not his fault but he continued to apologize. I’m not sure what the Housekeeping policies are at the Hyatt Place Gateway but housekeeping only came to our room once in the four days we were there, they never took our trash, refreshed our towels, or anything else that you normally see on a daily basis at any hotel. The breakfast was great. I’m sorry this is so long, I hope the right person see’s this and is able to ensure nobody else has an experience like this. The only reason we didn’t go to a different hotel is because we couldn’t without losing our money due to the non refundable cancelation policy. Photos of concerning...

Zero stars. Mostly because of the way I was treated during my stay. I booked the room a month prior to our stay. I called to confirm 3 times that everything had been pre-paid for and that I was still able to check in even though me and my sister we're both 18. (Celebrating her 19th birthday none the less) I was told by 2 different agents that I would be perfectly fine as long as I had a credit card to authorize which I did. The second time I had a rude front desk agent telling me that was all incorrect information and that by law I can't check into a hotel if I'm 18. (That's a lie by the way considering I've checked into Hyatt Place in Sandy which is much nicer hotel highly recommended) The third time I called to confirm everything had been prepaid for and the gentlemen told me I'd be fine checking in once again as long as I had a credit card to authorize. I get there and to my wonderful surprise our reservation had been canceled because I wasn't 21. So the front desk agent goes to speak with her manager and tells me "We're going to LET you check in and Trust that you don't break anything." Her exact words. Well how nice of her to let me check into the room I paid for and trust that I won't destroy the place. So I went ahead and ignored it all and was grateful I had a place to stay for 2 night. We get there and we're on a second story floor even though we paid extra to get an upper floor. I looked past that. Soon me and my sister leave to celebrate her birthday and arrive back around 2am and our keys had demagnetized because we had put them near our phone. The very rude night auditor asked why our name wasn't on the reservation and we had to explain it was booked under our mothers name. We knew everything about the room and we gave him all the info he could of needed. He then after a jerkish attitude and 10 minute argument let us up to our room. I understand he was doing his job so we looked past that. The room was clean and nice but the stay all together wasn't great at all the final straw was when I see a charge for $200+ on my credit card for a room I had checked on 3 TIMES to see if it was prepaid. I was angry and I called to speak with the manager 3 different times (Neither of the 3 were in by the way so finally I left a message) The Assistant GM called back and spoke with me. He told me all the information about the check in age was incorrect and that I was being unclear about who I spoke with. Rookie mistake on my part to not ask for a name. Either way he nicely refunded me for the entire stay (Which apparently had not been paid for) and told me "Maybe this hotel just isn't the best fit for you" Well with that I can agree. Keep in mind people you get what...