Comfort Inn West Valley - Salt Lake City South — Hotel in West Valley City

I am so embarrassed that this is the hotel we had for my kids birthday trip to Utah and spring break! The pool was closed. The hot tub was closed. We got to the hotel excited about the fun trip. New swimsuits for all! Totally disappointing. But thats not the worst of the one night stay. The reservation was made quite a while ago, so i show my id and my credit card and my confirmation number. But she didn't even bother looking at the number because its all pulled up some how. Says here's your room on 2nd floor. Then stops saying oh wait that room is dirty. Heres your room 3rd floor. Ok. Odd. But ok. They charge me the nights stay and a $100 hold that will be refunded. But it wasn't held it was ran. My credit card has 2 transactions. Odd. Then we get to the room. It has beds made, towels the normal things. I walk in with kids and put our things on the bed. Turn around and see on top of the tv/fridge area theres a tray with cups and a white round pill is sitting on the tray. One of my kids asked me what it was? I don't know what it is! But i took a photo! And we flushed it. I called my husband and considered going elsewhere and i should have. But we have such a limited time on this girls trip, looking for another hotel seemed to be a hassle so we ignored the situation. Next the toilet isn't flushing. It was a single piece of toilet paper and the tiny pill. It shouldn't be having any troubles flushing. I called the front desk to ask for maintenance to come up to help with the toilet. It is not flushing. The desk told me to go down to the desk and bring up a plunger myself and try to fix it myself. What the heck! Seriously! Fine! I tried that. I took a look at the chain. I don't know what to do. But this is totally not my responsibility! How ridiculous! I think i fixed it sorta. Its still a bit weird. But its usable now. Next the freaking tv will not work! I tried everything. It just kept saying "check connected device's power cable connection and source selection " At this point a am livid about this hotel! There were 2 police cars in front when we left for dinner. Some guy came up to me asking if i had a key card and to please let him in the building. I didn't feel comfortable with that for my safety and others i said he should probably try the front desk. I heard car alarms going off in middle of the night and in the morning the trash cans outside were filled with shoe boxes! Overflowing on to the ground! So many shoe boxes at least 10! That was so odd! This hotel has a free breakfast but due to how "clean" the room was we did not feel comfortable eating in the hotel. I checked out of the hotel, they did not give a receipt. Typically the hotels i go in give a receipt for the services. I asked about the strange deposit they were holding and they said that it would be returned with in the next few days. This is so odd to me to have 2 separate transactions on my credit card. Normally they hold the deposit, and it is applied to the room charge. And billed at the end of the stay and a receipt would be presented at the end. Not here! No receipt just it will be refunded check in a few days. Very Very frustrating! The pill?! The pool! The audacity of having to fix their toilet! And the annoying charge and waiting for the refund...this hotel is horrible! Dirty, dingy! And in a shady area! Definitely didn't trust the safety of this hotel . Highly recommend going anywhere else!!! Never second guess your gut feeling. Should have just gotten a different hotel! They didn't apologize they just acted like it was totally normal for these inconveniences to happen. Not worth my...

Stay away from this hotel.

The room was dirty, the bed sheets were stained, the couch seat was stained, the TV screen had dry liquid on it, the fan and vents were covered in dust, the air-conditioning unit was not working consistently, and the WIFI was not working. But worst of all, my hotel room bathroom did not have a toilet seat. It had a lid, but no toilet seat.

The front desk was usually backed up with a line of unhappy guests. When I checked in, I had to wait for 10 minutes for someone to appear at the desk. I tried calling the front desk several times throughout my stay and no one answered the phone.

The common areas had disgusting carpets, especially in the stairwell, the gym was small and consisted of one treadmill, one recumbent bike, and a bench with dumbbells (up to 50lbs). The treadmill was broke, the disinfectant wipe dispenser was empty, and there were no fresh towels, just a basket with dirty towels. I encountered a guest at the gym who complained about how bad the hotel was.

The common theme in this hotel is that it is poorly managed.

After several calls to the front desk to report the missing toilet seat where no one picked up, I finally got a hold of management. Teressa, who introduced herself as the General Manager, (and who responds to online reviews), informed me that the maintenance person had left for the day and that they would replace the toilet seat tomorrow. The next morning, Teressa and the maintenance person ignored my “do not disturb” sign and knocked on my door, waking me up. They installed a new toilet seat. Later in the day, I went to use the toilet. Upon sitting, the toilet seat disconnected immediately causing me to slide and fall. The seat was installed incorrectly, and it wasn’t the correct fit. This is dangerous and extremely negligent.

At this point I requested that Teressa refund the three days where I did not have a toilet seat and change my room to a room with a functioning toilet. Teressa informed me that it would cost the hotel money to change my room. She told me that she would need to check with her boss.

Teressa came back and said her boss would only approve a one-night refund, despite me not having a toilet seat for three days. She offered that I could change rooms. I asked for her boss’s phone number, since he was the one with the authority to make decisions. Teressa would not provide me with the phone number of her boss. She said he was unavailable and did not have a work phone number. I found it hard to believe that a district manager would not have a work phone number. She would only provide me with an email address with a domain name that didn’t appear to be related to the hotel company. (I’ve since emailed the provided email address multiple times and have not received a response in two weeks).

At this point I was unhappy with her unwillingness to issue me a refund and the overall customer experience. I checked out of the hotel early, going to another hotel. The three-day experience was ruining my trip. Two weeks later, I am still working on getting a full refund.

To further complicate matters, I booked the hotel through a third party, which adds a level of complication to the refund process. I stayed two nights, checking out early on the third day, but am being charged for 3 nights.

The bottom line is the hotel management failed to meet their obligation to provide a standard room, as advertised, with a functioning toilet. Further, I gave them ample time to remedy the issue and they failed at that as well. I would recommend you stay away from this hotel, at least until management...

Wow, if I could give this 0 stars, I would. If I could use profanity in this review… I would.

I arrived at the hotel around 2:30 AM, just after leaving the ER due to what I believed were complications from stomach surgery. This was after an eight-hour drive to get there.

It took 30 minutes—with no one else in the lobby—just to extend my stay by one day. The front desk attendant had to try three times. Fine, whatever. I told her I was feeling very unwell and just wanted to get this done so I could get to my room. She had me sit and wait for 30 minutes.

Finally, after that ordeal, I made my way to my room—all the way down the hall on the second floor. The key didn’t work. I went back downstairs, and before I could even say anything, she handed me a new set of keys. At this point, I felt like I was about to collapse, but I kept a smile on my face and went to try again. The keys still didn’t work.

Back downstairs I went. This time, she offered to come up with me. Even she couldn’t get the keys to work. I ended up having to call my wife, waking both her and our one-year-old, to let me in—knowing that now our keys wouldn’t work either.

I asked her, “Do the bathtubs get hot?” I was freezing and felt awful. She assured me they did, just like a regular bathtub. I turned the water on full blast, got in when it was about a quarter full… and the water wasn’t even lukewarm. It was cold—ice cold. I couldn’t even take a bath to warm up and feel better after leaving the ER.

She was completely dismissive and didn’t offer a discount, a complimentary night, nothing. Just, “I’ll let maintenance know, sorry, goodnight.”

Mind you, I had been super polite. I told her I wasn’t feeling well and asked if we could speed things up—I would have greatly appreciated it. I smiled, kept a calm voice, and maintained a good demeanor the entire time.

AVOID THIS PLACE LIKE THE PLAGUE. I saw other negative reviews mentioning bad smells and other issues, and they were all true.

For $114 to $140 per night, I didn’t even get a working key to my room or a hot bath. An actual joke.

This hotel somehow managed to make an already terrible week, day, and drive even worse. I’ll never forget it.

UPDATE:

I tried to sleep around 4 AM, but a man and a woman got into a loud fight. They were screaming at the top of their lungs for 20+ minutes straight. It sounded like something out of a rap video. I never heard a response from hotel staff or the police.

This place gives off serious Section 8 apartment vibes—the smells, the lack of service, nothing working, the clientele. The only thing missing when I arrived was someone standing out front with malt liquor and weed as my greeter.

I agree with others—it’s hard to feel safe here with my family.

I recently stayed at a Comfort Inn in another city, and it was so much nicer. It’s crazy how much of a difference there is...