SpringHill Suites by Marriott Salt Lake City Sugar House — Hotel in Salt Lake City

I have 2 nights booked in separate reservations with the same type of room (both double queen). The app assigned a different room for the 2nd night on the 2nd day. When Marriot app reminder popped up, I called front desk immediately to let the hotel know. The lady at the front desk located my 2nd reservation and informed me the 2nd night is king while the first night is double queen and since I used points she couldn’t do anything to keep me in the same room and told me I have to talk to “Marriot”. (Plus I’m very shocked to hear they are not Marriot.) Then I found she may be looking at other guest’s but not my reservation. Then when I was going to read my reservation number to her, she transferred me to “reservation”. Then the reservation auto message asked if I need make a new reservation so I said no. When auto call asked what she could help, I felt it’s ridiculous cause apparently that’s not the right person to talk to. So I had to call front desk again. The attitude of the lady this time is nothing about basic politeness at this time and she still kept saying she couldn’t do anything and I have to talk to someone else. I asked her not to transfer me out of the hotel as I know this IS what front desk can and should do. So she put me on hold for more than 5 minutes and then hang up the call.

I called for the 3rd time. Fortunately another representative answered and he was able to help and change the room for me.

Later on I reflected this to her manager. I meant to let the management be aware of the situation and get it improved. The manager explained she was just being over cautious. But really, what I have seen is a representative who wouldn’t do the minimum job, not to say a challenge.

Unfortunately, it’s not a pleasant experience for me with Marriot during the family travel. And it wasted a lot of time to solve such a small issue. I would not even call it an issue for Hilton.

The other minor problems during my stay:

the mirror in the room is deformed which makes people feel fat and short the wall makes abnormal noise when there is strong wind outside and it’s pretty loud in the night the sink drains very slow

The one star is only for...

I have 2 nights booked in separate reservations with the same type of room (both double queen). The app assigned a different room for the 2nd night on the 2nd day. When Marriot app reminder popped up, I called front desk immediately to let the hotel know. The lady at the front desk located my 2nd reservation and informed me the 2nd night is king while the first night is double queen and since I used points she couldn’t do anything to keep me in the same room and told me I have to talk to “Marriot”. (Plus I’m very shocked to hear they are not Marriot.) Then I found she may be looking at other guest’s but not my reservation. Then when I was going to read my reservation number to her, she transferred me to “reservation”. Then the reservation auto message asked if I need make a new reservation so I said no. When auto call asked what she could help, I felt it’s ridiculous cause apparently that’s not the right person to talk to. So I had to call front desk again. The attitude of the lady this time is nothing about basic politeness at this time and she still kept saying she couldn’t do anything and I have to talk to someone else. I asked her not to transfer me out of the hotel as I know this IS what front desk can and should do. So she put me on hold for more than 5 minutes and then hang up the call.

I called for the 3rd time. Fortunately another representative answered and he was able to help and change the room for me.

Later on I reflected this to her manager. I meant to let the management be aware of the situation and get it improved. The manager explained she was just being over cautious. But really, what I have seen is a representative who wouldn’t do the minimum job, not to say a challenge.

Unfortunately, it’s not a pleasant experience for me with Marriot during the family travel. And it wasted a lot of time to solve such a small issue. I would not even call it an issue for Hilton.

The other minor problems during my stay:

the mirror in the room is deformed which makes people feel fat and short the wall makes abnormal noise when there is strong wind outside and it’s pretty loud in the night the sink...

My family and I stayed 3 nights in this new hotel. The hotel is centrally located for SLC, but I saw only 2 homeless people in the entire Sugar House area compared to many that would be seen downtown. It seemed many of the guests at the hotel were there to ski at Park City as the hotel has easy access to the Interstate. We were there for medical appointments at the Children's Hospital which was only a 10-15 minute drive away on residential/city streets. The hotel is only 1/2 mile south of Westminster college as well. The underground parking garage was still free instead of the listed $10; access is by using your room key. The garage felt very safe by being well lit and having about 40 parking spots. Access from the garage to the elevator foyer was by room key security also. There was plenty of free parking adjacent to the hotel in the well lit shopping area as well as about another 10 free spots in front of the hotel so I doubt I would ever want to pay to park underground. The 2 bed suite had a couch that had a pull out trundle single bed mattress underneath. I slept on the trundle bed; The couch seemed like it would be really firm to sleep on. There were no blankets for the trundle bed so I had to ask for them. You could sleep 6 in the room. There was a mini-fridge and microwave in the room. There were plenty of outlets in the room. I counted 2 outlets (4 plugs) between the beds with 4 USB ports plus another 6 outlets elsewhere with some USB ports also. One compliant about the room is that the bathroom has a sliding barn door with a big frosted window that the lights in the bathroom shine through so not good for trying to sleep if someone is in the bathroom. The breakfast was typical for this Springhill, but the staff had a hard time keeping everything stocked and working, partially due to lots of guests eating there. There is a good amount of space to eat in the lobby. We walked around the adjacent shopping district; Whole Foods is only a block away as well. There were several restaurants...