TownePlace Suites by Marriott Salt Lake City Downtown — Hotel in Salt Lake City

In town for my kids sports event. I chose Townplace Suites for its location, breakfast, and that I am a Marriott Bonvoy member. Two nights before arrival I look to confirm the reservation is linked to my Bonvoy account and see that the reservation has been canceled! I call the hotel number and a person answers saying, “Hello, this is the Townplace Suites Salt Lake City…” I explain the situation and all they can say is yes it was canceled but no reason why or by who and that I should call the hotel. Wait, I did call the hotel... They then say they are just reservations for Marriott and that they can not transfer me. I finally get in touch with the hotel and they also confirm it's canceled and still no explanation. They reinstate the reservation but suggest calling back in morning to confirm with a manager. I do and speak to a manager who again has no explanation but assures me the reservation is now confirmed. Get to the hotel and get room 206. View staring right at the wall of the building next door. Around 10pm music from a club/bar a couple of buildings away starts thumping until about 2am. This happens every night we are here and the volume competes with our loud A/C unit. We can sleep through, but I suspect many others may not. Room, breakfast, and hotel property are fine. All but one staff member was very kind. On the last day we go out early but I return at 7:30a and the lobby front door is locked. The front desk person, "Will', lets me in and I thank him and I try to move on but then he starts to go off on me about using my card key to open the door and how it is locked for safety reasons. I hadn't said a word. I had been at the hotel all week and this is the first time the front door is locked. I grab some stuff from my room and go out again. We come back a little after 10am to find our room door not responsive to our card keys. Go talk to "Will" at the front desk and he tells me we checked out just after 8am. We have a noon check out time, my kid still has games, and all our stuff is in the room. I tell him we did not check out and he goes off again basically yelling at me about how he is "...just reading what the screen says!" and doesn't know why or who checked us out. First an unexplained cancellation and now an unexplained check out. Funny how things just seem to happen without explanation at this hotel. He gives us new keys. After getting back in our room I see an email for my stay with a copy of my folio having been checked out by "clerk: WJH" at 9:32am. When I later do actually checkout, I get another email for my stay again checked out by "clerk: WJH". I don't see anyone else working the desk except "Will". After not saying anything about the botched reservation and noisy room this really was a disappointing way to...

First of all, rooms are good and parking for $10 a night downtown is not bad either. Why do I still give 1 star? The reason is Jeffrey. I NEVER had a worse customer service experience while travelling, and I am travelling a lot. We had to go to the front desk, since our key didn't work for a side entrance. First, he ignored us. After 2 min, he invited me with a rude "yes!". After I explained that my key is not working, he asked "what room and photo ID". Unfortunately, I confused the room number with my last hotel the previous night and hence, told him the wrong number. He said: "You are not [last name of the person staying in that room] so who are you!!". The person who just checked in at the other counter looked at us and said "someone's having a rainy day". We finally got a new key card, went in our room, and decided to cancel the other four nights, since we felt quite offended by this bad behavior. However, due to a problem with the website, we were not able to cancel the next night (we had separate bookings). As a result, I went to the front desk and told Jeffrey that I would like to cancel that night. He smiled and said "happy to do that". We did not talk and I was just about to leave when he said "I even allowed you not to pay the cancelation fee". I explained him that he doesn't need to allow it, since I am still able to cancel until midnight without any fee. I wanted to show him the cancelation policy but he was not interested, since he was convinced he is right. At this point, I got mad and told him that he is the single reason why I am leaving this hotel. His answer surprised me. He laughed and said: "That is fine for me. People love me here. Go to the General Manager if you want to complain." From that point the discussion got more emotional and louder. I never had a person in customer service talk to me like that. He was rude, had an "I don't care" mentality, and always interrupted me. In a quick research, I saw that one comment appreciated Jeffrey but I also saw one accusing him as being "so rude". What I can say is that neither me nor the person at the next counter will visit the place again as he was also shocked by Jeffrey's behavior as he told us later. I wish that the manager will tell him that he is a reason that people don't come back. Just today the TownePlace lost four paid nights plus the ones I would have booked in the future. Just reflecting the situation in this comment makes me...

Jeff who was working on Saturday night on Dec 3 was AMAZING!!!! First, he helped direct us around town and told us about a really great restaurant for dinner. Then he gave us a discount coupon for the restaurant which was so thoughtful! We spoke to him again after dinner before leaving the hotel again to go see the show that we were in town to see.
When we got back from the show we stopped at the desk again to thank Jeff for all of his great advice. He asked us how the show was and we told him it was wonderful! We explain to him that we had flown in from Florida to Salt Lake City specifically to see that show. My husband and I had promised to take out daughter to see it in NY and South Florida but all shows were canceled due to Covid-19. To keep our promise we had to go all the way to Salt Lake City to see it. Jeff was shocked that we had flown all the way and told us that the cast was staying in the hotel. We were so excited and asked if we could wait to see if they would sign our Playbill. The cast were unable to sign because of Covid-19 rules but it was still really awesome to get to see some of the cast in our hotel. Jeff asked us to leave one of our Playbills with him over night to pick up in the morning. In the morning when we came down to check out of the hotel, the Playbill was signed by many in the cast!!! Jeff and Mikaela ( the other lady that was working in the back office) were so wonderful to us. They went so far above and beyond to ensure we enjoyed our stay! Their professionalism, knowledge, dedication and overall kindness was just fantastic! In this crazy world that we are living in, it was incredibly refreshing to have such good hearted, genuine people treat us with such kindness. It was appreciated beyond words and made our special gift to our daughter incredible!!! Jeff, thank you so much for EVERYTHING you did for us during our stay with you!!! You are a dedicated and hardworking professional and truly deserve recognition for going so far above and beyond to bring joy into...