Hampton Inn & Suites Salt Lake City-West Jordan — Hotel in West Jordan

Update: Hilton Customer Service credited back the fee and confirmed that there were no notes on my reservation about an any additional cleaning fees. The GM was dishonest and is a poor management example for a Hilton property. *

We checked in last weekend with our 9 year old, 16 year old and our two service animals. We were told the standard $50 deposit would be held for incidentals. After checking out on Sunday I expected the fee to be refunded. However, as of yesterday I hadn’t seen any refund and called to enquire. I spoke with the front desk agent and was told I was charged a pet fee so I asked to speak to the GM because when we checked in I specifically stated the services our dogs perform and was told there wouldn’t be any fees. Upon speaking to the GM I was told that it was actually a cleaning fee because my dogs urinated on the beds and there was fur everywhere. I specifically strip the beds and double check our rooms and know that was no true, especially the dogs urinating on the mattresses! Not to mention the kids slept on one bed and my husband and I were on the other NO ONE would have slept on a urine soaked mattress. He stated he had pictures and that I could even come smell the room because it was so bad they couldn’t book anyone in there. I asked him to email me the pictures and what time he was there till today. He rudely stated that,”it didn’t matter what time he got off, he had other things to do and he would email them the following morning.” I asked when he was leaving so that I could go to the property and “smell the room” as he suggested but regardless, I told him I would keep an eye out for them and ended the call. I went to the hotel 3 hours after we spoke and was able to get into our room and found that it was cleaned and smelled EXACTLY as it did when we checked in. It didn’t stink of urine and the front desk agent said there was no mention of urine so I feel the GM isn’t being honest. Why say the room smells and tell me to come smell it but when I do hours later, the room was actually cleaned and an ozone machine was run the day we left as they do with all pet rooms according to his reply to a previous review. “As per Hilton policy the room at check out must be extra deep cleaned and sanitized for those who may have any pet allergies regardless how long a pet was in the room.” I have continued to check my emails, haven’t received any pictures and was forwarded to his voicemail when I just called. UPDATE: The number in the response was for the same location and I am still not able to get through to the GM. Horrible management for a Hilton property. We have never had ANY problems with other Hilton properties and have our bots with us every time. Other than my interactions with the GM this place has great staff! The only other thing to note about this property is that the pool is indoors but not heated so it was still too cold for us to enjoy but I imagine it would be great...

My girlfriend and I checked in on Saturday, Oct 17 around 8pm. The girl at the front desk, Malli, was not very friendly. She seemed rather annoyed at our questions about hotel services. She made us feel unwelcomed. Around 2am, there was a party going on in one of the rooms on our floor. There were young adults coming and going and the hallway smelled of weed. I called down to the front desk and no one answered. I waited 10 minutes and called again and no one answered again. I then waited another 10 minutes and tried calling the front desk a third time and again no one answered the phone. I finally had to get out of bed, get dressed and trek down to the front desk, where SURPRISE NO ONE was at the front desk. I knocked on the office door and no one came out. I heard some voices outside the entrance doors, so I went and looked and found the same front desk girl, Malli, sitting outside smoking with another girl. I interrupted them and stated I have been calling the front desk for 30 minutes now. Her response was "What's up?". No apology or explanation of any kind, just a "whats up?" I explained the issues of the noise and she said "what room number?" I told her I wasn't sure of the room number but it's pretty loud and alot of people coming and going. She said she needed a room number but that she would go up and investigate. Then she said "thanks" and asked the other girl if she wanted to go with her. I was shocked at the lack of customer service or empathy towards me for having to get dressed and come down at 2:30am because she wouldn't answer the phones after 30 minutes, being outside smoking. The next morning, my girlfriend and I had to be somewhere at 7am and had an hour drive. We checked out about 5:45am. Went to the front desk and the same girl, Malli was there. She didn't even acknowledge us when we walked up. I said "we are checking out" and her reply was "drop your key in the box". Didn't say anything more to us. She was not friendly at all. Well the hotel was fine, the customer service is lacking horribly from the front desk. I don't know if this employee is overworked or something but all 3 encounters with her were far from acceptable. Our first clue was the unwelcoming feeling we got when we checked in. This employee needs some customer service training and know how to be more professional with guests. I felt when I had to go find her outside smoking she would of immediately walked back into the hotel and apologized, but she didn't and made me once again feel like I was a bother. Next trip we will stay at the Residence Inn, where I'm sure they would make us...

I was very disappointed with the service I received from my stay at this hotel. We are staying at this hotel to help my daughter recover from her recent knee surgery. We felt that staying at a hotel in close proximity to our home would provide her support without having to worry about climbing stairs etc. First off, the Assistant Manager at the front desk was very impolite when we were trying to check in. With hardly any cars in the parking lot we tried to check in an hour ahead of time so it would make it easy on us coming from the Hospital. When we asked if we could even just pay for our room and get the keys without even entering our room, we received nothing but attitude from the Manager saying that check in wasn't for another hour. Whatever. If you are in service you should be mindful of others needs and I know she could have made an exception to the rule but chose not to help in any way. Secondly, we had not received one visit from anyone during our visit since we have been there, to ask if we needed towels our bed turned down or basically any courtesy at all. We had to chase down someone on our floor to get new towels during our stay. Third, we was not aware of any kind of pet policy, we knew that they were pet friendly and we saw several dogs during our visit. My daughter being in the shape that she was in wanted to see her dogs and so I brought her dogs to her for a couple of hour visit, not to stay at the hotel but just so she could hug on them. We received a very rude phone call from the front desk telling us that because we had a dog in the room we were going to have to pay for them. Okay whatever. Again its the service. They could have approached this situation differently and used some tact and empathy. I am okay to pay the money for the 3 hour visit, whatever, its just the principle of the matter and the service. We will not be staying at this hotel again and I advise whoever is reading this to be aware of this before you book to stay here, that the customer service is very lacking. I would like to say that the Cook is very pleasant and I enjoyed talking to him. He is about the best thing going...