Holiday Inn Express & Suites Sandy - South Salt Lake City, an IHG Hotel — Hotel in Sandy

This hotel was hands down our go to when visiting the SLC area. It has a great location and very fair prices. We stayed here every time we needed a weekend getaway aka a "vacation" to being I am a broke college student. We have been loyal to this hotel for three years now. I am sad to say we won't be staying here again. This last trip was a nightmare and a total let down. First off, housekeeping is a joke. This was never an issue in the past. Upon arrival the cleanliness of our hotel room was questionable. The first thing we noticed was drink rings on the desk this was the first sign the room had not been cleaned properly. Not a big deal right? Well when I went to take a shower I discovered short hairs in the shower (ew)! Tooth paste was also present it was obvious the shower had not been cleaned at all. We always carry Clorox wipes so I took one for the team, and I cleaned the shower real quick being it was so late at night. This wasn't even my biggest gripe with housekeeping. They either can't read or just don't care, but two early mornings they banged on our door and even attempted to enter the room when there was clearly a DO NOT disturb sign on our door and another one in the key slot! We clearly put these signs up for a reason! We both work full time and I go to college so we obviously want to sleep in while we are on vacation. I am a light sleeper, and I could not for the life of me go back to sleep on either of these occasions. I had to drive home, and work an 8 hour shift on 4 hours of sleep due to housekeeping being so incompetent. This was never an issue in the past, but I have read other reviewers who experienced the same issues recently. One of the things that made this hotel so great was the "24 hour" spa/pool. We like to stay up late and enjoy these amenities. Well this hotel cannot live up to maintaining their pool/spa hours, and the last two stays we were here we ran into issues where we could not enjoy the pool/spa. This was the biggest let down for me. We paid for these amenities with hard earned money we literally spent months saving, and we expect to be able to enjoy them. We experienced the same issue on a previous stay but was assured it is a rare occasion and was even given some reward points for the trouble. We used these points along with other points we had acquired from past stays for a reward night aka a "free" night. We figured we would give this hotel another chance being it was so great in the past. Well for some reason the hotel charged me around $35 for that "free" night. I brought this to the attention of the front desk clerk as soon as I noticed it on my bank account. I did not catch his name, but he was very professional, and he assured me it was an error and I would receive a refund. I did in fact receive a refund a few days later, but only to find they put a hold on my account for an additional 90 something dollars for no reason what so ever. This caused me to be low on funds for nearly an entire week. After several calls most of which the hotel didn't even answer, the GM finally got a hold of me and was able to correct this mistake. Overall the staff is friendly, but I am not sure if these two charges were by computer or human error. Either way it was really disappointing that this hotel put such a damper on our vacation after we literally saved up the entire summer for this get away. Everything else about our trip was wonderful, but this hotel really let us down! I would not recommend this hotel to anyone. As of today nothing has been done to make this right from the actual hotel besides receiving that money that was taken from me by mistake. I am sorry, but a future hotel renovation will not fix the housekeeping issues nor the billing issues with this hotel. Please for the love of god, train your housekeepers to not disturb customers if that is their request, teach them how to clean and do the job they are being paid for, and please get your billing issues figured out so other customers don't have to deal with...

Extremely disappointed in the staff at this location. During my last stay I heard the general manager talking with one of the desk clerks. He was telling him the "Feedback" they receive from customers doesn't matter and it's always something that isn't "their fault." I was disappointed with the complete lack of ownership this comment demonstrated as well as the fact the conversation was out loud in an area where the "CUSTOMER" is within ear shot. I provided a tax exemption certificate to the hotel as well. The desk clerk told me they couldn't add tax exemptions to their stays. I have never had an issue doing this including at this location before. The clerk told me I could contact the GM if I wanted to but "He's hardly ever here and just shows up when he wants to. He's supposed to be here, but I don't know when he will arrive." It's been 4 weeks since my stay and the GM has still not returned my call. Finally, I noticed an additional charge on my credit card from the same location on a day I did not stay there. I called the hotel and asked them if they could tell me what the charge was for. They asked me for a confirmation number... I explained I didn't have one because I didn't stay there that night. They asked me for my name. I gave it to them and they said I didn't have a reservation. They asked me if it could be under a different name. I said, "Obviously it's under a different name because it wasn't me who stayed there and I didn't authorize the charge." The clerk then asked me, "Well, how would you suggest I go about looking up the charge?!!" I explained they should have a record of my card being charged that day and should be able to tell me what it was for but I don't know how "They would have to look it up in the system." They then told me without a confirmation number or a last name that matched a reservation they had not way of looking up why I was charged. I asked for the GM. I was told, "The GM isn't here and I don't really know when he is going to show up but you can call back." WOWZA. I called IHG to see if they could assist me. They told me only the management at the location could assist with the billing issues. They submitted a case to the location and told me I should hear back within 48 hours. We will see... I love Holiday Inn Express and it is my preferred hotel everywhere I go, but this location is the absolute worst. They have fallen far short of their brand promise. UPDATE: The GM called me back about 30 minutes after I posted this review. He is working to...

There a several other Holiday Inn properties just around the corner that are in much better shape than this property in its current state. I've been staying at the other properties in the past couple of years while this facility has been in decline. My wife likes the mall across the street so I thought I'd give it a try again. Housekeeping staff will not clean rooms of "stay over" guests. Even after requested, no one cleaned our room or emptied trash cans. That was never the case in the past and not the case at other hotels.

The bench in the breakfast area with the peeling seats embarrassed me as I was entertaining my wife and grandson. Maintenance should be ongoing. The pool has a dirty ring around it that would be easily removed in minutes with a brush and some soap. One more thing that hit me upon arrival. I called a week in advance of my arrival asking for a 1st floor room. Upon arrival I was given a 3rd floor room. I was told 1st floor was for pet owners.

No one said that when I called in advance to request the 1st floor. No big deal, the girl at the front desk got me room 110. Oh, the lock on 110 doesn't work. While I waited she gave me room 108. I was grateful to get in a room. No luggage cart was a pain and basically unacceptable. It's a ski destination. Lots of heavy bags. There were 3 of us. That's 4 trips to the car because of no cart. Hard to forgive at the price. Upon arrival I was told that the luggage carts were being used by a large family that had just checked in. I stayed there for over a week and never saw a luggage cart. The manager that watched me make 4 or 5 trips trying to load my car when I was leaving told me the truth. They don't have any luggage carts! Ridiculous!!!

It just seems that the property has not been maintained in the years that it's been open. I feel that I over paid (in points) for a sub-par IHG property.

I am coming back to the area, but since the manager of this property offered me nothing but excuses and no tangible effort to show sincerity, I have reserved rooms elsewhere because they are less expensive and in better condition. I stay at IHG properties often. This facility is the worst I've seen in years. I don't normally take time to complain, but I'm screaming about this from mountain tops because I felt that it tainted our...