Embassy Suites by Hilton Salt Lake West Valley City — Hotel in West Valley City

I’m still in disbelief over how poorly this location handled our reservation. We booked what was clearly the last available room and checked in online without a hitch. About an hour later we called to see if canceling was even an option; the agent put us on hold, the call dropped, and no one ever followed up with a confirmation—so we decided to keep the room and drove over.

Everything seemed fine until 90 minutes after we’d been inside, unpacked, and settled in. My partner left to pick up dinner, only to discover his key no longer worked when he returned. Front-desk staff casually informed him that our reservation had been canceled (without our consent) and they’d already reassigned the room—while I was still inside, showering. If he’d arrived five minutes later, a complete stranger would have walked in on me. Not only is that a massive breach of privacy, it’s a serious safety issue.

When we went to the front desk, we spoke with Topou, who was completely dismissive and unapologetic. She claimed she wasn’t the one who canceled the reservation, so there was nothing she could do, it was the manager who canceled. When I asked for a manager, she said the manager had left “one minute ago.” Convenient. No attempt to call them, no options offered to relocate us, no discount, not even an apology for what happened. Just a passive “I’ll pass the message along.” Offered nothing beyond a “free cancellation,” as if we should be grateful not to pay for a room we were literally evicted from.

To recap: • Reservation canceled without our approval or confirmation • Room re-keyed and reassigned while occupied • Zero apology or concern for guest safety • No effort to relocate or compensate us

Now a brand-new guest is sleeping in a room we’d already used for two hours—hardly sanitary or professional. I’ve never felt so disrespected (or vulnerable) in a hotel. Until this property overhauls its training and basic communication, save yourself the stress and book elsewhere.

Update: It’s now been 90 minutes since we were kicked out of our hotel room. While we were at the front desk filing our complaint, we literally saw the new guest walk past us and head up to the room—so we know he’s in there, settled.

And yet… we STILL have access to the room. This is egregious, unsafe, and grossly irresponsible. I feel completely violated—not only for what happened to me, but also now for this man who’s unknowingly staying in a room that strangers still have digital access to.

This is a massive safety issue on all fronts. Hilton, do better.

Another update: After speaking to four people—including Hilton corporate—we finally received a somewhat genuine apology from the GM, Karolina. It should not take that many escalations to acknowledge such clear negligence. We also dealt with Idalia, whose response was unprofessional and self-righteous, tone-policing, and completely ignoring the safety issue. Even more alarming, she CC’d her supervisor, showing this behavior is clearly normalized and expected by both management and staff. The culture here reflects a deeply unwelcoming, hostile attitude...

Working in Travel, I’ve personally preferred Embassy Suites when traveling as the bedding is reliably comfortable, updated furnishings & trendy decor. Who doesn’t love a full morning breakfast & evening reception? This last week I stayed a couple nights at the West Valley Embassy Suites with my family. We stayed in room 222 to be exact. When assisting my clients, I always strive to make sure their lodging will be a great pleasant fit. I admit, I was embarrassed and incredibly let down by Embassy Suites of West Valley. The entire team was incredibly kind and helpful. The employees make the guests stay more enjoyable. Upon arrival I was surprised to find no luggage assistance. The hotel was having their parking lot paved upon our arrival, which a little notice would have been welcomed. It was difficult getting our luggage out and the car moved so others could also check in. Upon check in, the lobby was clean and updated. We walked to our 2Q bedroom Suite with 2 rooms to find such a disappointment. The furniture placement was odd. An interior decorator needs to help. The couch was a pull out sleeper which I was just shocked. The GM needs to go lay on that couch. The couch is broken. Look at the arms of the couch and tell me if this is a room that should be $280 per night before taxes and fees? The couch became the conversation starter! It truly needs to be thrown away. The hair Conditioner was empty in the shower & Shampoo close to being empty. Extra Garbage bags at the bottom of the trash would be nice as there isn’t daily room service unless requested otherwise it’s every 4 days? I would have loved to have been able to empty our garbages somehow other than calling the front desk. 2 small garbage cans just couldn’t accommodate the 2 night stay. The room appeared to have sliding doors which are found on the bathroom connected to the kitchen and the bedroom connecting the bathroom. The walls have been scratched up from the door not aligned correctly. If you need to lock the bathroom, that is impossible. The sliding doors do not even close fully allowing for light to shine in. Isn’t too fun when your stomach is “off” and the entire room can hear, see and smell one’s dirty business. Granted the hotel is downtown but the sounds from the streets seem as if a window was open! If you have a difficult time sleeping due to noises, this hotel would not be a good fit. The black out curtains had small round holes, allowing light through. The mind can’t help but wonder how and where those round circles holes came to be. I’m truly embarrassed as the rooms are not rated accurately. The downtown Portland Oregon Embassy Suites looks and feels as if it’s a stunning opera house which rooms are not as loud when trucks and loud cars drive by. These properties are rated the same though are no where close to one another. The overall hotel location is close to the freeways making it great for Corporate travelers and daily offered breakfast & evening reception. The employees make the visit special but the comfort and luxury hotel amenities are...

My partner and I booked a room at this Embassy Suites and checked in digitally without issue. Earlier in the day, we briefly called to inquire about the possibility of canceling due to an emergency, but the call was disconnected, and we never received a confirmation or follow-up. Hours later, the reservation still appeared active in the Hilton app, no cancellation follow up phone call or email was received, and as far as we understood the Hilton team never even had my information. With the emergency behind us and the reservation clearly still active, we assumed everything was intact and checked in.

Over an hour later, I stepped out to grab dinner. At the front desk, I asked about our Hilton Honors welcome package which wasn’t in the room when we arrived — only to be told that our reservation had been canceled and the man next to me was being assigned to that same room… while my partner was still inside, alone, and in the shower.

Had I not stopped by the front desk at that exact moment, a stranger would have entered our room while she was completely exposed. That’s not speculation — it was minutes from happening.

Even worse, we discovered we still had digital key access to the room hours after being removed. That means both we and the new guest had access to the same space. This is a massive safety failure and a gross privacy violation.

When we raised our concerns, we were met with antagonistic indifference by Topou, who showed no care, urgency, or apology. Her energy was cold, dismissive, and inflammatory to the valid emotional response my partner had at the near-miss violation. We later received a condescending, unprofessional email from Idalia, who reframed our justified fear and anger as an overreaction and completely failed to acknowledge the seriousness of what had occurred.

Eventually, we spoke to Karolina, the general manager, who did offer a sincere apology — but only after escalating to four people, including Hilton corporate. It should not take that much effort to be heard or treated with basic human respect.

Even more disturbing? All follow-up communication was sent only to me, excluding my partner Jessica — the person whose safety was actually at risk. She was copied on every email I sent, but Hilton staff consistently ignored her presence, just as they had ignored her safety. That silence spoke volumes: Hilton did not care to acknowledge her fear, her trauma, or her voice.

And it’s not just us. After this incident, we read other reviews and it’s clear this location has a deeply unprofessional culture from the top down. Poor communication, hostile attitudes, condescending staff, and a clear disregard for guest safety aren’t isolated incidents — they are normalized by management. There is a systemic leadership and accountability issue at this hotel.

We are longtime Hilton Honors members. This wasn’t just frustrating — it was disturbing. We would never recommend this property to anyone, especially women, solo travelers, or anyone who values safety, privacy, and basic...