Holiday Inn Express & Suites Salt Lake City West Valley by IHG — Hotel in West Valley City

This was THEEEEE WORST hotel experience Ive ever had. I am a travel agent, and when I booked the hotel, the reservation specialist assured me all fees were included in the booking, I specifically asked her this question, she put me on hold to verify, they said all fees were included. We chose this hotel ONLY for the slide they have in the pool, my 4 year old daughter wanted to play there.

When we arrived, planning on staying 2 nights, we were told we had to pay $25 to use the pool. I told the desk agent we were assured that all fees were included but she didnt care and said we had to pay it. I said I was told otherwise and they should stand behind what their booking agents told me. She said she wouldnt. I asked her to contact the manager (there was no manager on site) and the manager was a total you-know-what, saying she didnt care what I was told, we had to pay the additional fee.

Long story short, we ended up paying the additional fee, ONLY TO FIND OUT MY DAUGHTER WAS TOO SHORT TO USE THE SLIDE! They knew we were there ONLY for the slide, I made this very clear since this property has absolutely nothing going for it other than the slide (unless you like a view of a dead field and a power plant, or the freeway). If they had any ethics, they would have told us she would be unable to use the slide before making us pay the fee.It was obvious she was much shorter than the required height (which you only learn about once you check into the pool area).

Aside from that nonsense, our room locks, yes both of them, were broken. Someone had taken the safety screw out of the window so it opened all the way, which didnt bother me, but the screw was sitting on the window sill and should have been noticed by some staff at some point. The walls sounded paper thin and we could hear people as they walked by. The AC unit was SO loud, and the freeway next to the hotel wasnt pleasant either.

The pool was only open from 3-9, so if you wanted to use it the morning of check out (check out is 11 AM) you would not be able to use it. So essentially, you pay $25 for one day in the lackluster pool.

I was told they had complimentary hot breakfast and this was also not true. They gave us a bag with cold cereal, a granola bar, milk and a mandarin orange. For sure NOT a hot breakfast. Then, the desk agent kicked us out of the lobby while we were 'enjoying' our breakfast.

The ice machine was leaking all over and so they just tossed down some rags and called it good.

We ended up checking out a day early because the experience was so awful.

I will never stay in an IHG property again, nor will I book any of my travel clients there or suggest that my travel team of over 180 agents book their clients there either. I would have been so embarrassed if this disaster happened to my client. Im glad I tested it out first.

100% total bust and I will NEVER support this...

This was the worst trip I’ve ever been on. “Then why did you put 5 stars??” Thanks for asking. First off I would like to say that of the 7 or 8 things that went really wrong, even if they could have been prevented NONE of them were the staff/hotels fault! It just so happened we drew the short straw and everything that could have gone wrong did. We even had several things outside of the hotel go wrong. So it was really just a string of bad luck. If I were told the whole trip would be free and go exactly the same there is no way I would have gone. Each time something did happen the staff was AMAZING! They were so kind and so quick to try and make it up to us. We of course didn’t tell them everytime something went wrong and even when things were wrong they were awesome.
We aren’t the type of people to go complain. Infact I was extremely uncomfortable & nervous when I finally decided I needed to bring it to the managers attention after my little boy & I spent half the day sick & puking because a sour milk somehow made it out to the breakfast buffet. We had taken it back to the hotel room to give my baby for her nap but she fell asleep without it (THANKFULLY) so my toddler asked to have it and after drinking it for awhile insisted it tasted weird and for me to try it. I was so sure he was saying that because he drinks whole milk and it was 1% but nope. It was sour. And I drank it willingly thinking it was fine. not my finest moment…. I knew I had to bring it up to the manager because I did NOT want anyone else’s baby accidentally getting sour milk I tried so hard to express I wasn’t mad at anyone and I know there was no one to blame (the expiration date was only 2 days ago on the milk, it really was an accident I’m sure) and yes I hoped he would do something to make up for it but I didn’t realize just how great the manager and his staff would be. They went above and beyond my expectations, did everything they could to make up for it which was way more than I ever expected and immediately ran to check every single milk by hand. I would 100% go back there for the staff alone! ️ a guy on the night shift especially just made my sons day!!! when he had spent most of his day sick from the milk instead of doing activities or going anywhere and with how wild and awful the whole trip was (remember I said ALOT of stuff outside the hotel happened as well) I was so grateful to him I started crying. and I did cry a few times this trip but that was the only time with happy tears. We drove away from the hotel feeling like a weight had been lifted off of our chest and I hope the staff & manager doesn’t hate us or that we didn’t ruin their day because they were amazing people and we really didn’t mean to complain but we’re so grateful for them. ️ thank you thank you! In a world of chaos thank you for still...

I made this reservation for my oldest sons birthday. I got two rooms so the kids could enjoy one and I could have some sort of peace with my youngest son in the other. I have lung and heart disease and travel w an oxygen tank and a sleep machine which makes traveling a bit difficult. I contacted the front desk regarding the reservations multiple times to make SURE that A- the rooms would be close to one another B- the pool and slide would be open C- the rooms would be either close to the lobby or an elevator D- that we got the “upgraded” rooms which would give us extra bed’s because of the pull out couches. . At check in I was not offered points or a snack or drink for my platinum elite status which is fine, just noted I was not recognized. Neither room was upgraded and neither had pull out beds. We had to change one room immediately before my sons friends arrived which was a bit of a hassle but again, fine, just mentally noted. That evening the air conditioning in my room stopped working which creates a HUGE problem for me and my breathing. We were told maintenance was obviously gone and once again would need to change rooms. This time however my room would be on the second floor while the kids room still on the first. It was a major inconvenience to move everything upstairs but we did it. Tried to call the front desk about bedding and the phones didn’t work. My youngest son went down to talk to the front desk but they would not speak with him and said I needed to go down, which again, presents a huge inconvenience for me. But we got it handled for the night. The following morning the kids had all planned to swim and slide until late check out only to find out the slide is closed on Sundays due to no life guard? Which makes sense but it sure would have been helpful to have been told that the multiple times I called prior to check in when I was making sure it would be open. We did bring our dog with us and I was told via phone call that there would be a $50 deposit but it would be put back on my card after check out after the room was cleaned and there was no damage from him which is totally understandable. However after check out I was told it was not a refundable deposit but a “pet rent”?! Which would have been nice if it was explained to me that way when I asked. . The staff at the front desk was helpful enough at times but I’m just unclear where all of the miscommunication came from. Do they not all take the same training and learn the same hotel policies? It was kind of a bummer all in all and I can’t say we will stay...