Sheraton Salt Lake City Hotel — Hotel in Salt Lake City

Do NOT stay at the Sheraton if you are a young woman. Management is aware there is a reoccurring issue of housekeeping entering rooms without announcing themselves and they continue to operate with unsafe policies. I recently had a 3 night stay at the Sheraton downtown Salt Lake City, accompanied with a girlfriend for a ski trip. Most of our stay was fine and comfortable- until our last day. At 9am on our day of check out (which is at 12pm), on a Saturday morning, we were sound asleep when the door to our room unlocked and opened. We thankfully had our door security bar on and the door was not able to open fully, but we were rightfully terrified that someone was entering our room without announcing themself, as we were two young women traveling alone. I immediately got up and checked the peephole-no one was there. I looked up and down the hallway and saw no one there. We immediately called the front desk to alert them and they said they would give us a quick call back to see what happened. We did receive a call back from the manager, who told us it was housekeeping. We asked why would housekeeping be coming into the room at 9am on a Saturday morning when we are departing that same day, and had not checked out of the hotel yet. The manager, Vanessa, told us that it is a known issue with the housekeeping staff that they will start entering rooms that are checking out that day FAR earlier than check out time, 12pm, and that it is also a known issue that they do not announce themselves (every single time I have traveled in the past, if housekeeping is attempting to enter the room they will ALWAYS knock loudly and state “Housekeeping!” - ESPECIALLY if it is in the morning the day of check out before the guests have checked out). She said she has asked the housekeeping management to ensure the housekeeping services do not start until after 12pm for rooms checking out that day, but that they have not listened and continue to do this “since sometimes guests check out early.” We did not check out early, we were sleeping. The manager said that there must have been a language barrier and that is why the housekeeper did not announce themself and why they did not stay for a minute to apologize when they realized we were still occupying the room. That is not an unacceptable excuse - in no hotel is it okay for housekeeping to enter a room, where two young women are sleeping, without announcing themselves. It is even more concerning that this was a known issue to the manager, who told us she has escalated this to the housekeeping staff and manager previously. She was understanding on how upset we were, and said she was equally as upset as that is not okay and empathized that we should not have ever experienced that, and comped our breakfast at the buffet. That was appreciated, but the breakfast buffet had completely run out of fruit at 10am (it ends at 11am) and the food did not make up for the terrifying experience of waking up to someone trying to enter our room.

We spoke to Vanessa again, who once again apologized and let us know she had already escalated the experience up the chain. As we felt incredibly unsafe and uneasy with this experience, we asked if we could be refunded for our stay. Vanessa said this is not possible because we “booked through a third party app.” We did not book through a third party app - we booked directly on the hotel website. She said because their system shows that as “booking third party” (which I do not understand, because we booked on the hotel website vs an Expedia type service), it would be impossible to even consider a refund. She did not attempt to remedy our experience in any way, other than saying “you can call the cops or you can write us an email to see your options.” I am looking forward to connecting up the chain on our experience and can only hope they change their...

We arrived for our one night stay at 4:15 pm. Check-in was clearly marked as 3:00 pm. We were told upon check in that our room wasn’t quite ready yet, it would be about 30 minutes. No big deal, we were in town for a sold out concert and understood they were probably very busy. However; after waiting in the parking lot in 100° heat for an hour we went back inside only to be told again; the room isn’t ready. We could either downgrade, wait (they kept saying they weren’t sure how long just within an hour or so), or we could be put in an out of service room until ours was ready. We reserved our room and prepaid a week in advance and we really were looking forward to the one night away from our kids. We wanted the room we booked. While waiting for the clerk to “check with housekeeping” several others were told the same thing about their room. When the hostess returned she didn’t apologize for the inconvenience or show any empathy at the fact we had been waiting well over an hour to check in and had missed our dinner reservations. We were “upgraded” to a club room with breakfast vouchers and our parking fee was comped. The unfortunate situation was that WAS the room and breakfast package we had already paid for. Nothing was upgraded, the only comped item was the parking. We weren’t expecting our stay to be free but a simple sincere apology would have been well received. When we got to our room it was clean but missing any garbage bags in the receptacles and it was 76°. We never could get the air conditioning to go below 74°. We were informed the next morning after a VERY hot miserable sleep that an employee had turned off the condenser on that side of the building the day before and didn’t turn it back on. So everyone on that side of the hotel had no ac? And no one checked it? We were also late to the concert because we weren’t able to check into our room and get ready in time to make the TRAX going up to the concert. All in all we were very disappointed in our stay at a “4 star hotel” and have no plans to stay at the Sheraton in the future. We’ll spend a little extra and go with a Hilton or save our money and rent a low grade hotel because it’s basically what it was comparable to at The Sheraton. The staff wasn’t very friendly or accommodating aside from the night maintenance gentlemen. He was very kind and helped us understand how to use the elevator with our key card because we also weren’t informed on how to use them at check in. We understand it was a very busy weekend for all the hotels and restaurants and were expecting longer waits but the staff treating us and those around us with annoyance was a huge...

I will never return to this hotel. I was greeted by the homeless population begging for money and digging through the trash. After checking in I noticed our room was quite warm. So I turned the air down. That did nothing to solve the problem. I talked to the front desk 3 times before someone finally came to the room to turn down the air. Which did nothing. I contacted the front desk again and was offered a fan. Absolutely unacceptable. I was finally moved to a new room the following day. Later after talking to several other hotel guests I learned that this was a problem for many. I also learned that the hotel had two broken compressors. I also checked reviews and learned that this has been a problem for some time. Other guests complained about it. Seriously? Fix the compressors or close your doors. The whole building was warm.

When our room was moved I was told hotel staff would move my belongings and that I would be contacted when my room was ready. I wasn't I had to ask the front desk again. When my belongings were finally moved, the deadbolt was moved across the door which didn't work properly and we were locked out. My daughter went to the front desk for assistance and the staff there assured her that it wasn't locked but they would send the "engineer" up to help her anyway. She's not stupid. She can tell when the door won't open. Once he was there the door was indeed locked and she couldn't get in. I don't appreciate the way she was treated at all. The same day we are in the restaurant. The waitress came to the table one time to take our order and we never saw her again. Another person delivered our food and drinks. We waited for our check and finally had to ask someone. They couldn't find it.

Later in the week there were two unleashed dogs in the courtyard. It was getting late and they were barking. I called the front desk and asked for someone to address the issue. The dogs continued to bark. While we are on the subject of animals. I would like to point out that the 1st floor smells like animal, and some parts smell like cat urine. Disgusting.

On our final morning I noticed that the maid staff did not leave fresh towels. Of course I noticed this after I was already in the shower. We had an early morning flight and I was less than impressed. That same morning the hotel shuttle was also late. It was early so no traffic. We are planning a trip back to Utah this winter to ski. There is no way I will use this hotel. I have stayed in many places all across the world and the service at this hotel is awful. I will also be writing reviews on every site possible to warn future guests...