Residence Inn by Marriott Salt Lake City Downtown — Hotel in Salt Lake City

**Edited to add: we decided to just use the pull out bed and deal with the option they gave us. Then we found that the toilet wasn't working at all. So now it's 1:40am, we moved one sleeping child to the room down and around the hall with a family member, and now they are changing us rooms to another building so we can have a working toilet.

I would give this experience zero stars if it would let me. We booked a 3-queen bed reservation several months ago as a place to stay after flying in from a long flight before continuing on to drive home several hours. We arrived at nearly midnight after a delayed flight with 3 small children and 3 adults, one of the adults has a flight to catch home within 10 hours (very little time to rest before a long day of travel again).

When we went to check in we were told that the room we had booked wasn't available. We specifically booked it because of our party size and were grateful they offered the exact room we needed so that we could all be together as we didn't want the grandparent to have to tend the kids alone, but they wouldn't all fit with us in one room. My husband asked if they sold our room, and they said no but claimed it simply wasn't clean and that they didn't have housekeeping there. To be honest I am pretty sure they sold it to someone else because we got in late because of our delay with the flight. However, we never cancelled our reservation or were told that room wouldn't be available.

With 3 small children now asleep, we were frustrated to be told that the only option was to have 2 rooms that were not conjoined nor were they next door to each other--rather then were down the hall and around the corner from one another. We were told one had a king bed and the other had 2 queen beds.

Exhausted and frustrated we decided to just take the option so we could get everyone to bed before another long day of traveling to our final destinations. When we went to the first room given to us, the bed that we were told was a king was definitely not a king. It was a queen. When we went to check the second room it did not have two beds as we were told, it just had one. We were specifically told these rooms had the specific amount of beds--not including the pullout couch which we had no desire to sleep on after the day we had had.

At this point we still have 3 children and 3 adults to sleep among 2 queen beds in two rooms completely down the hall and around the corner from one another well past midnight. When my husband called the front desk to express the frustration we had surrounding this situation, he told them we need a better solution that better fit what we were guaranteed when we booked. However, there was no better solution offered. We started to call several other Marriott hotels in the area (we are Bonvoy members and prefer Marriott), literally all of them in the downtown SLC, West Valley, and even Draper area were sold out due to games and also several cancelled flights this night. Collectively we called over 10 other hotels, including non-Marriott options.

As I write this review I have all 3 children asleep on one bed with our other room given to us down the hall and around the corner. There is a huge stain on the carpet here in this room and the other room smells bad. The front desk here did not make efforts to find us another hotel like one of the other fully booked Marriott hotels in the area at least did.

We are avid Marriott guests. We literally have stayed at two different Marriott hotels in the last week as part of our travels (most recently just yesterday before flying into SLC). This has put such a bad taste in our mouth. I have worked in customer service many times and typically don't take the time to write negative reviews as I like to give grace. While this experience is a first world problem, on a small scale of being a parent trying to create family memories and taking what was a very big and exciting trip for our family, this was a horribly disappointing ending to our trip.

I do not recommend this hotel to anybody under any...

Booked a 3 night stay for my sons first ever travel bball tourney and this was the hotel selected. Upon landing in SLC, i was called by the hotel to inform me that they overbooked and had to move us. Really, they thought it was best to move someone tied to a room block and group stay, as well as a Marriott Reward member who travels regularly for business?? The Manager isn't even the one who called, they had a front desk receptionist call to deliver the news. As compensation, the gentleman told me they were going to comp our stay and put us up at the nicer Marriott downtown. As little as this helps (b/c money was not important, the opportunity for my son to bond with his new team and have this fun travel experience was important), i had little recourse (b/c I'm talking to a front line worker), we were in a rush to get the Jazz playoff game. First i was told that I had to come to the hotel to get a letter to deliver to the new hotel outlining that they were paying for the stay...to which i requested he use modern technology to send the letter and not incovenience me any further. Upon arriving at the new hotel to drop bags and rush to the game, they informed me they had spoken to the Residence Inn and got the letter, and we were all set "go enjoy the game and check in when you are done". Ok, now i'm feeling a little better that the service at the Marriott was really good. However, upon returning from the game and checking in, I was asked for a credit card, to which I responded "for incidentals only, correct? Because Residence Inn is supposed to be covering our stay". To which I was informed that no, they were only covering one night! I informed them that this was not what I was told and to please square it away with them and let me know if they have any issues. Couple notes about this 'upgraded' hotel - no pool for my son, breakfast was no longer complimentary as it was at RI (costing me about $50+/day to feed my family breakfast), and we now had to hike/taxi/scooter about a mile for my son to see his team. During my stay, no one called to inform me that the they didn't get it squared away, I was advised on checkout and seeing a $500 bill. So now, not only did my son miss the WHOLE experience and reason for coming (yes bball was a part but, not the reason you travel with 12 yr olds), I was lied to, had to pay more than originally set b/c of paying for breakfast, and horribly inconvenienced and dealing with a completely disappointed 12yr old...who held his head for the most part but, justifiably disappointed! So, as recourse, I first attempted to call the RI - left a vm for the manager to which I received no return call. I received an email from the GM of the Marriott to whom i played phone tag with once and never to be heard from again. I even posted a complaint on the Marriott website prior to writing this...I received a call from Barbara out of the Austin call center who left a voicemail but, no return number or email or last name...making it impossible to call her back. Her message indicated she would call me back again but, never did. In the past 3 months I've stayed at a Marriott property 6 times, totaling 19 nights and have 3 more stays in September plus, another 7 trips for 25+ nights yet to be booked. I switched to Marriott post-covid at the recommendation of my boss...at this point in time, I cannot recommend this chain if you are thinking of traveling as of now. If this is how they treating reward members who travel regularly, I can only imagine how they would treat the random traveler! Marriott, you...

Nice stay in downtown Salt Lake City. We were visiting the U and doing some skiing. Easy access by car and also by transit. Walked to light rail ( about 3 blocks ) or Amtrak ( about 4 blocks ) with great restaurants nearby. Staff was super friendly.

Room is large with lots of choices for layout. Joy of Residence Inn is having a full kitchen - refrigerator, microwave, stove, dishwasher etc. easy to reheat left overs or cook.

We had a room in the newer main building with underground secure ( not heated) garage. This was awesome given the snow overnight. We left the skis in the car at night for example.

The room itself was just okay. The size is good but could use some TLC. Screen door didn’t open, furnace was super loud and coming off and on all night, Showers are low so harder for my all hubby and son, living room furniture was likely never comfortable and clearly dated. Room did have a nice desk and high top table for four with bar stools that was newer.

Housekeeping is by request only. This is fine with us, but we found ourselves going to the front desk often to get TP, paper towels ( not initially provided in the room ), and extra towels / blankets. Bedding was pretty thin.

Full breakfast available which is on par with other similar hotels. We ended up eating out for breakfast most days to get better coffee and more healthy options. Tip: if skiing, go early to get on the mountain & parked, then grab food or take it with you to eat in car as resorts fill up fast. There is a large breakfast air and the food is prepared daily but on the day we didn’t ski, we noticed breakfast was pretty depleted midway through service especially for core things like milk and bananas. Lots of resort options all within 45 minutes if you go early.

Laundry was available for a small fee ( $2 per wash $1 for dry) Front desk made change. I brought your own detergent ( washer and dryer sheets which are easy to pack ). There are two washer and dryers but one was out.
The best part of the hotel was the nearby food and park. It was super cold in feb but we still walked each evening. We had waffles three times right across the street at Bruges Belgian Bistro and Thai at Laan Na Thai. I highly recommend both. Also lots of other more formal options nearby with great pizza, vegan, burgers and higher end options too.

We are mixed on if we will stay again but i can say we enjoyed our stay and met our needs...