Holiday Inn Express & Suites Park City by IHG — Hotel in South Snyderville Basin

The hotel itself was great, but the front desk representative was the worst experience I’ve ever had as an IHG member.

She was non-compliant, rude, threatening, and racist.

Upon check-in, the gentleman in front of me was not wearing a mask.

After he left, when I got up to check-in, I brought the issue up to the front desk representative.

I asked her to follow the guidelines and the signs posted everywhere for the mandate, but instead of apologizing or even acknowledging, she went on to say the following.

She said that she can refuse service to customers for not following the rules; and I happily agreed that she should have. But I was dumbfounded and shocked to realize soon that she meant that she was refusing service to me.

She said if I didn’t feel comfortable at the hotel, I don’t have to check-in.

When I asked, “wait, so you’re saying that the person whose following the rules should be kicked out?” she simply kept on saying that I don’t have to stay there if I didn’t like it.

She then said, “this is America, we don’t make people wear masks.”

I’m sorry, what?!

I needed a lesson on what America was because she’s blonde and I'm not?

Even if she wasn’t meant to be racist, at the very least, what?!

That’s the policy of IHG?

This is America, so we put signs up, advertise it on internet, but don’t follow it?

There were other hotels where guests don't wear masks.

I understand that; people don't always follow rules or people always don't follow rules.

But the front desk should at least pretend to make an attempt to enforce it.

At that point, I was about to call the general manager and the police, but it was after an 8 hour drive in the snow.

I was scheduled to stay for 4 days, and I knew that I was not going to ruin about trip because of one person.

I asked to check-in, away from the gentleman that was ahead of me.

She was reluctant at first, but eventually did, since I am Platinum and she was already holding on to the prepared check-in sheet with my room key.

For the next 4 days, I stayed away from the front desk and did my best to avoid her at all cost.

Upon checking-out, I brought the issue up to the manager, and I was happy to hear at least the official response that guests are asked to wear masks and that guest who DON’T comply will be asked to leave, not the other way around.

I understand this is a difficult time, and masks are a sensitive topic.

I'm not saying that we can force people to wear masks, but IHG made a company-wide policy, and the representatives of the hotel should abide by them.

I go to Costco, and they make everyone wear one.

If you don't want to wear a mask, that's fine.

But that means the places that require you to wear a mask can and will refuse service.

I, as a guest who requested that the hotel does its part, should NOT have been threatened to be kicked out.

I should not have been “reminded” nor “told” what America is like when it...

Upon our arrival to the hotel, we were excited with the location and proximity to shopping and dining choices. Unfortunately, when we took a closer look at our room, there were gobs of caked liquid soap in the shower, caked toothpaste on the toiletry holder on the sink, and when we pulled the covers back, there was hair on the sheets. We spoke with the front desk and they immediately apologized and moved us to a different room (right next door so we wouldn't have to go far which was very nice#. They asked us to check the room before settling and let them know if it would be okay. This time, there looked to be dried vomit on the toilet seat and wall, and again, hair on the sheets. We went to the front desk, bags in hand, ready to just check out...Rita at the front desk #very sweet and kind young lady# walked with us to check yet another room. We pulled back the sheets and ta da...........even more hair. Rita was very sympathetic and offered to go to one more room if we were interested. Being weary from traveling and room changing, we agreed. The final room was hair free and the bathroom was clean. Rita insisted that if we wanted to stay to just get settled and she would bring us our room keys and discount our rate for the night. When she couldn't get right back up, she called to let us know she hadn't forgotten but would be right there #she was not even gone that long#. We slept okay and woke up to see hot air balloons in the distance and a nice view of the mountains. Our room was discounted for the night. The front desk was very helpful and I felt sorry for them because you could see the look on Rita's face when we pulled back the sheets. I have never had this type of thing happen at any of the Holiday Inn Expresses I have stayed at before #and we have stayed at them across the country). As I mentioned, for the location and appearance, I expected a bit more cleanliness on the inside. Thanks to Rita and the gentleman at the front desk that evening we were able to finally...

Normally I love staying at Holiday Inn Express locations.. They're convenient, cheap, and decently comfortable... However, that is not the case for the Park City location.

This entire stay was marred with issues. First off, I made this reservation in July 2016 for a February 2017 stay. Multiple times I requested a higher floor and/or room at the end of the hallway, neither of which are unreasonable requests for someone with any level of IHG Rewards Status, or so I thought. Instead we were put mere feet from the main lobby so it was incredibly noisy.

After inspecting the room, we noticed several issues and asked Valentina, the front desk associate at the time, to change rooms citing my request above as well as the other issues which I will detail below. She informed us that "the system would not allow us to change rooms" and that if we wanted to move we would not be guaranteed a room after the first night of our stay. Obviously we stayed where we were so as to not get kicked out.

Another reason we asked to change rooms is the bathroom sink did not drain properly. It would fill, then we would have to turn off the water and wait for it to slowly drain. We were told maintenance would come to fix it. I never noticed if they actually did. I don't think so.

Lastly, there was some issue with the AC/Heater in the room. The heat would blast making it super hot. In order to cool the room to a comfortable temperature we had to set the AC to 60 degrees on high and leave it on all night. The thing with window units, they're loud.. especially when trying to sleep.

Long story short, what would have been minor issues turned into major ones because the staff did not seem to care or was too lazy to do anything about it. Especially, Valentina, the front desk associate.

A word to incoming guests, as I said in the title, if you're placed in 106 change immediately. The room is...