SureStay by Best Western Salt Lake City Downtown — Hotel in Salt Lake City

Made reservations for the 26th-27th of July. After getting in the room I turned the A/C on and in an about hour I started to feel dizzy and light headed. I figured maybe I was just tired but I was starting to smell an odor in the room that reminded me of old laundry that's been sitting out. I then started to realize it was getting worse about 30 minutes after so I walked around the room to figure out where the smell was coming from and found that the air from the A/C was producing the smell. I proceeded to the front desk and informed them of the issue and that I was unable to stay in the room.

The man at the desk said ok will you be checking out then and I said of course and asked him if I would be refunded for the stay as I checked in around 3:40PM and was at the desk at no later than 5:00PM.

The man said no our policy is 15 minutes after check in I then told him that the issue seems to be with the A/C unit which was off when I entered the room and that I did not start to feel ill until it had been running. He said sorry with a smile. I then asked okay is there anyone I can talk to for further resolution and he then said you can talk to the 3rd party site you set up the reservation with and gave me a little smirk. I thought about informing him that it was through Best Western that I made the reservation but I just figured he didn't care either way.

I contacted BW sortly after leaving the front desk and my phone record shows the call was first made at 5:07PM but since it was the weekend I was unable to contact a CSR and was only able to leave a message.

They called me back the following day and said to give them 10 business days to get it figured out. Fast forward a month later and I never got a phone call/text/email about the issue so I contacted BW again to follow up. They informed me that they've reached out to this hotel multiple times and have yet to get a response and to give them 5 more business days to attempt to reach out again.

5 days later and still nothing I then had to call BW and they said they would reach out to the managers at this establishment which unfortunately arrive around 3-3:30PM so I waited to hear back. Nothing that day so I contacted BW again the following day and they told me that I would have to call them so they can call the managers when they arrive at 3-3:30PM. So that was quite fun to find out that the you have to force people to follow up on a ticket and supervise them to ensure they do what they say they are going to do.

After calling BW during the time the managers of this establishment are at work they were told by them that they checked the A/C and have had multiple guests stay in the room and had no issues. Very cool indeed! That does not excuse the fact that during my stay that room had an issue. They also said that they cannot provide a refund because I had stayed there for 3-4hours which was also not factual. They also informed the BW CSR that I denied a change of rooms which was not an option the weasly clerk gave and only asked if I was checking out. In essence they would not refund the stay.

I had the ticket escalated and was then shortly informed that the whole process was never going anywhere and that the hotel had the final say.

Needless to say after a month of dealing with BW I've decided that their services are no longer going to be utilized by myself or my family. After staying at multiple locations for very long periods of time and being a Diamond Select member.

So thank you Surestay by Best Western! I've learned alot from my 2 hour 20 minute stay with you.

The only concern with the room was the fact that the A/C was making me sick if it had not been for that I'm sure I would have enjoyed my stay there but the way it was handled during and after the fact is why I will never stay at another...

This place is awful and should be ran by people that know how to run a hotel and treat a customer. The front desk attendants were rude from the second I walked in. They were short with their answers and wouldn't even look at me. When I asked about local places to eat or a gas station (it was past 10pm) one just said I wouldn't find anything and the other told me to order a pizza. The outside of the place looked like it was used as a set piece in a movie where the description was "hotel they sell drugs at". Which would be expected I guess for the price, but since I had booked through a third party, they were getting almost four times their usually rate from me, so I figured they wouldn't have been such jerks. So, I go into my room, it looks like the bedding was from the 80's but the beds were made. Then it hit me, it was the smell of an old diaper and a hot dumpster. I checked the bathroom and LO and BEHOLD; it was an unidentifiable mixture of particulate in a whitish grey liquid nearly filling the toilet bowl. I flushed it, trying to get rid of the smell as fast as I could. Then I pulled out my phone in case I ran across any other gross stuff. The short and long of it all is a kicked-in bathroom door jamb, a mirror about to fall off the wall, glitter on the mirror, sink, counter, and crevices, haphazardly and poorly caulked seams with nice bits of mold in the cracks, a coffee pot that looked like it's last clean was during the Bush era, everything was sticky: the soap, the shampoo bottle, the counter, the edge of the tub, and I've got some pictures to go with it but a lot was hard to capture. This is all within ten minutes of me getting there. So, I go to the front desk and as I walk in the door, one guy yells "No refund". I tell him the place is disgusting and I think someone vomited in the toilet. He said there were no other rooms and they have a no refund policy. I hadn't even asked for a refund. I told him I wasn't stay in an unhygienic room. One of them said I had to take it up with the manager in the morning... I tried to explain the fallacy of his statement. So, they told me to call the people I booked through and they can tell me the same thing. While I was on the phone with the booking agency, the man up to me while I was sitting in my car and started yelling to me about how perfect and clean the room was and there was no smell. I am in dispute with the hotel, my booking agency, and I will be filing a claim with the BBB. It is unethical to advertise falsely, have a no-exceptions no return policy, and to kick customers out after they have paid to stay. The pictures are only some of the ones I took that had more obvious things and the things I mentioned...

The price fit the room. Low price, Low quality room. We checked in and found there was a $40 cash deposit is required if paying cash or debit card - when we called to verify if cash was accepted no one expressed that this was required, the hotel should make this very well known to help their guests arrive prepared.

Upon arriving to the room we noticed immediately that it smelled, it smelled musty, old and just down right unpleasant, the room was incredibly hot and the A/C after working on trying to figure out how to properly turn it on, that smelled too.

The odor problem got worse in the closet/sink area near the bathroom, it smelled like some kind of animal urine was soaked into the carpet, and it stayed that way the entire time we were there.

The sheets had cigarette burns in them, stains and were discolored.

The shower/tub faucet leaked water all over the floor anytime we used it.

When I called to get a wake up call, the hotel staff told me they didn't offer that, and that I needed to use my cell phone. Which made sense because there was no desk clock/alarm in the room anyway.

Be prepared to be settled in next to some unsavory type neighbors, the kind that leave beer bottles and used cigarettes all over the breezeways, and stairs. The kind that will have shouting matches in front of your door at 4am shouting obscenities like 'Damn na, I told your dumb, F**n Bullsh" The kind that require cops to come patrolling the hotel for, in search of someone they were looking for.

DO NOT STAY HERE IF YOU HAVE CHILDREN. I would not have stayed here if I traveled with my kids, it was myself and my husband so I was fine dealing with the dirty conditions and sketchy characters.

If I had been traveling by myself and not with my husband, I would not have stayed here.

When we checked out, the man behind the counter was hesitant in giving us our $40 deposit because we didn't bring our receipt from check in. The receipt that was a COPY of the receipt that they gave us. We presented our ID's, our room keys, and he STILL wanted to say they needed the receipt. WHY? its a copy of what THEY GAVE US.

He relented and gave us our deposit.

The only positive remark I gave 2 stars for was - the breakfast area. It was clean, and well stocked with good breakfast options.

Summary:

The room smelled I believe as a result of the dirty carpet. The people who have, what look like long term rental there, are definitely sketchy. If you want cheap, you got it. Don't expect anything nice. Except for breakfast, breakfast was nice.

I will not be...