Tru by Hilton Salt Lake City Airport — Hotel in Salt Lake City

We stayed here just this past weekend. We love the Tru location down in Lehi but we weren't traveling down there so we were happy that we found one where we were going to be. When we first walked in, we noticed a strange smell. It smelled like a bathroom that was just cleaned and the cleaning scent ended up getting mixed with the bathroom smell. I was thinking the lobby probably just got cleaned and possibly summoned a mixture of smells, so I disregarded it.

We got to the counter and the girl was nice, she helped us retrieve our Hilton Honors Rewards Member ID. The service wasn't exceptional but it wasn't terrible by any means. It was kind of expensive compared to what we were used to at Tru in Lehi, but it's SLC so I guess that's normal. We got to our room and there was that weird smell again, only now it smelled more like a public bathroom that had NOT been cleaned. It was a sewage-like smell that clouded the room. We debated leaving to be honest, but we just decided to turn on the AC unit to try to air it out because we were drained from our day and didn't feel like spending more time trying to find another hotel. The flowing air helped, but the smell was still there, just more mild.

As the night went on, the smell kept getting worse! Like we were sleeping next to a sewage plant! It was pungent and nose crinkling. We both complained about it all night but were still too tired to leave. We just had to keep the AC unit on in order to tolerate it, but then it was extremely cold, so there wasn't a happy medium. We noticed that the bathroom seemed to possibly be the source of the smell though. It was way worse in there. We had to keep the door open in order to ventilate the odor when we had to use it, but then keep it shut when we weren't using it to isolate the odor from the rest of the room. The sink drain, toilet, and shower drain smelled awful! There was definitely something going on with the plumbing there.

In addition to the smell, there was this loud humming sound that turned on and off continuously throughout the night which kept us half awake. It sounded like an HVAC system within the walls or something, it definitely was not the in-unit AC machine in our room. Then we kept hearing what I assumed to be planes flying over, which I understand considering this hotel is located near the SLC Airport, but this thrown in with the other sounds within the building AND the stinky stench, it made for a pretty rough night. If those other things didn't happen and the only nuisance we had to endure was planes flying over periodically, then it really wouldn't have been so bad. I lived near an AFB so I can stand the sound of jets and planes going over my head at any time, just not the additional bothersome sounds/smells.

The floors could have been cleaner as well, it made the bottoms of my socks and bare feet black with dirt and dust. The trash bins also were not lined with a bag, which looked kind of bad but whatever, it's a trash bin. In the morning though, maybe around 8am-9am, people were super noisy in the hallway. It sounded like the cleaning person was in the room next to ours because I heard the rolling supply cart in the hallway beforehand, and I don't know what they were cleaning, but we heard so many knocks and bangs and dragging across the floor. We had such a restless sleep. It could've been worse for sure, but our experience was enough to probably avoid this Tru location in the future entirely. I'd hate to, because we LOVE the concept of Tru, it makes us feel like we are in a vibrant bubbly college dorm, but I think there is room for improvement at...

My daughter had orientation for a local college early on Wednesday, so I booked this hotel so we would be closer. We requested a digital key, so we skipped check-in. We did stop and ask for water from the front desk; the front desk worker had an attitude that was somewhere between polite and annoyed.

When we arrived at our room, the first thing we noticed were the multiple scuff marks all over all the walls. We removed our shoes and the comforters and prepared to settle in. When my daughter went to the bathroom to change, she called me and started pointing out all the fingerprints (from makeup?) on the bathroom wall. That's when we noticed there was also hair on the counter and in the shower. I ran the water in the shower and cleaned up the hair on the counter. When we returned to the bedroom, I noticed my socks were sticking to the floor. After looking around, we noticed gum residue and a bunch of other sticky spots on the floor. And then that's when we noticed dirt on my sheets and hair on my daughter's bed (on top of and under the sheets). We also noticed red stains on the sheets of her bed - they didn't look like blood but maybe juice.

I called the front desk and told her I wanted to check out. She asked me if I wanted to leave and when I said yes, she informed me that she had no other rooms because they were fully booked. She told me she would let her manager know and have her call me in the morning. I told her I didn't want to stay and she ignored me. I ended up booking a different hotel and we left. We made sure we walked by the front desk but she didn't acknowledge us. The manager never called and when I called the hotel, the person I spoke with was rude and claimed they would let the manager know. Still have yet to receive a call back.

FYI - we paid $250...

I have stayed here several times and it's my first time leaving a review here but I think it's definitely necessary when people go above and beyond. The rooms were nicely kept clean and the lobby was immaculate. My service was (as always) on point! and perfect. Before I was headed out I decided to grab a bite to eat today. The lady that was working in the kitchen seemed like she was falling behind just a little on trying to keep up with the food But the staff BECKY, ANNA & DANNI stepped up and rose to the situation Becky calmly took over and brought out food and let everyone know to please be patient with her and to give her a minute. Food was stocked back up and brought out and was amazing and delicious Thanks Becky! Danni, as she was working the front desk a customer had spilled a couple of cups of coffee that went everywhere Danni didn't hesitate she quickly and abruptly started to clean up the mess! Anna, after everything was situated in the kitchen. Stepped up (from my perspective) and went back there and started to maintain and run the kitchen duties while bringing out plenty of food & keeping up with wiping & clearing the tables!

I don't leave very many reviews however I believe certain people should be noticed especially when they go above & beyond to make sure that my state and sort of customers stay was above and beyond... I appreciate it!♥️🙏 And this is why I will continue to stay here! I personally will come back and will recommend others as well for great experience and a good night stay stop by TRU by Hilton Salt Lake...