Hampton Inn Salt Lake City/Sandy — Hotel in Sandy

We travel to this establishment on 24 August. We booked 20+ rooms for our team traveling from Las Vegas to Uttah. We visited out of state to play a local team. These group reservation were made well in advanced, yet when we arrived they appeared to be not ready. My wife worked for hampton almost 10 years and i worked for IHG properties for over 10 years. When a group, like ours, book reservations everything is prepared. Keys ready, rooms prepared, breakfast, all amenities operational, and to provide the best experience by having a full stsff ready to check our group it seamlessly. This did not take place. In fact several cosches and student athletes did not checknin until after 3pm. As any event, coaches and staff were strategically placed to ensure supervision. Our team and staff were always in their rooms causing no problems. The staff wasnt friendly at all. Collectively, we felt ignored, stared at, and some staff wouldnt even speak to us. When we arrived the pool amenity was down our entire stay. We were not informed of this at all until we read then sign on the desk. The staff did allow us to use conference room where each time we left the room better than we recieved. The most deplorable service and disappointing service came at check out. First, we had house keeping walk into our room twice. 830 and again at 930. The first time at 830 she did not but we did not answer because we were sleep. 930 we didnt hear a knock but what shocked the door opened up. Our request for a late check out was declined as our game didnt start for another 6 hours. We then were told we could no longer use the conference room because someone else already reserve thisnwhich we witness was fiction. We had four rooms extended, and stayed at the hotel. They did not check out thenfollowing morning. It was observed the confernece room was never used. We werent even offered to rent the room out. We had some players on the lobby tables all sitting, and four players on lobby chairs at entry. We were told we had to leave as it was a"safety issue" with us being at the lobby entrance. Now that we had 6 hours before game stsrted. Our student athletes were distressed, uncomfortable, and we were stranded is this state. We end up staying on the bus for.six ours. Needlessly to say we did not have a good game vecause of the discomfort and six our delay on a bus. A previous 10 yesr empmoyee at Hampton ststed this is unacceptable treatment and not meeting the 100% satisfaction pledge made by Hilton Property. This felt like discrimination against us especially since our team and staff were 97% of ethnic background. I have never seen or experienced this type of trestment or lack of customer service on my hospitality career. As a previous Assistant General Manager, i would have never allowed my guest, and a group reservation at that, ever experience such deplorable customer service! I would offered any accommodations i could especially a groupnof student athletes from out of state visiting my establishments. As always, ir is the standard and expections of all IHG employees to make our guests feel welcomed, second best place to be next to home, and to make our guests experience one that will make them want to stasy with us again. I was extremely disappointed as all it was I who suggested a Hilton over IHG Candlewood suites. I regret that decision now. Based on ALL other Hilton Properties stay from Miami to Long Beach, my experiences had been an exceptional one. I would assume by the lack of welcome, lacknof customer service, and lack of friendliness by the staff, the Karen we had to experimce in the parking( not Hampton staff or fault) this specific property does not experience a lot of different ethic backgrounds or this amount which was sadly obvious. I would recommend for the staff at this establishment to treat everyone equally and as welcomed guests. We all left feeling that Hampton took our money and kicked us out at first opportunity for no reason other than what was stated. More training on diversity, hospitality, and basic...

Room itself was great at first. But the intended last night of our stay my fiance and her service animal were walking through the parking lot, and a homeless person who I was told by the night clerk had been a problem with alot of things. Got out of his van that I was told he has lived in right near the property for the last 5 months. And followed my pregnant fiance. Behind her until the dog noticed and barked and tried to keep the guy from coming any closer. Then she tried to walk away more quickly. And the dog turned her around freaking out and the guy got even closer to her. Seemed suspicious. Called front desk was told dont worry we will finally get this guy out of here. Had them call the police. Nothing happened. We changed our reservstion and left that night. Hotel staff was entirely rude, and seem to me is trying to cover up there mess ups. As they now 2 days later told me when I called for the general manager that we were lying and that none of that ever happened and that Hilton or the police are investigating me Seems very funny to me. Either way lax security at this location, as apparently even the police dont stop that sorta stuff from happening there. Hilton got me moved to a better location but at more money out of pocket. Fine atleast this hotel is safe I've never had problems at any other Hilton branding. But this one is the weakest link in the corporate chain it would seem to me. Christian is the one who told me about the last 5 months of problems with the same guy. And seemed excited to finally have gotten rid of him. Poor dude working there. But when something does happen like that I guess that will be the only way my story shows truth to the hotel or chain. I hope it doesnt but seems likely that he wasnt following her for any...

Upon checking in, my husband and I were given a room with two beds instead of a king size bed. Geovanne, the gentleman at the front desk was very helpful as he immediately moved us to another room with a king size bed. Our room was very cute, clean, well stocked and absolutely perfect.

Our stay was booked for several nights and to ease the workload on housekeeping, I usually decline cleaning or service during an extended stay but we did have quite a bit of trash in the room from our outings the previous evening and I used the hand towel to wipe up the condensation by the window from my hot shower so I stopped by one of the housekeeping staff to communicate this to her. My spanish was not that great so not fully understanding my request, she immediately called for service to my room. When I got back up to my floor, I met Gabby, from maintenance, (which I mistakenly thought the girl I spoke with had called) so I explained to her the situation was not urgent and just to relay it to housekeeping but she assured me that the staff were there to help in any way so she quickly brought me a fresh hand towel and took the trash out for me. She was very sweet and helpful.

A few minutes later, the housekeeping staff (the ones that were called by the first girl I spoke with) was there to check on my requests. I explained to them that Gabby had already come by and they also reassured me that if I needed anything at all to just ask and they were there to help.

I don't think I have ever met such nice hotel staff that were so helpful and accommodating. Looking forward to the rest of my stay and will...