Staybridge Suites Salt Lake-West Valley City by IHG — Hotel in West Valley City

This is our fourth or fifth time staying here and I believe our third or fourth Christmas at this particular hotel. We've always had a great time here especially around the holidays and we usually try to show the staff our appreciation by giving them some treats for Christmas. We love the location, our kids quite enjoy the slide and kids area in the pool, it's right next to the Amtrak and they've always had pretty decent breakfasts and dinner socials, until this year. You can definitely feel a big difference in the atmosphere. Hotel staff wasn't as friendly as they used to be, you aren't given very many amenities in your hotel room. We received only one roll of bathroom tissue for each bathroom, no hand soap for one of the bathroom sinks, one roll of paper towels, no dishcloth. Stuff you didn't realize you needed till you ran out but times before these items were never in short supply. It became quite frustrating to constantly run down to the front desk to grab these supplies and not have anyone available. A sign was up quite often stating they were off helping another guest and would be back in about five minutes. It was never five minutes. They demand you wear wristbands when going into the pool area but not everyone was forced to wear them upon entering, but it was also frustrating because there would be nobody at the front desk to help you when you needed to grab the wristbands. I came across many frustrated guests at the front counter when I needed something who had said they had been waiting for at least 20 mins and even dialed "0" on the phone and nobody answered. We believe we are honest guests and try our best to keep our hotel room and linens clean, even with a dog. BUT, for some reason this year, they decided that we had done almost $80 worth of damage in their towels. They didn't say anything to us about it. I was going over our credit card statement and noticed the charge and so my husband called them up and asked what the charge was for. We didn't receive an email or anything about it. Out of all the years of us staying there and making sure we keep all things in good condition, they decided to charge us for some damaged towels(that I honestly know weren't damaged)and I'm really curious as to how many towels were "damaged". There is no possible way the towels cost that much, sorry, they are cheap hotel towels, and if they are always charging people for damaged towels, like they did us for whatever reason, why are they still putting towels with stains and holes in their hotel rooms?! We are beyond frustrated with the hotel at this point and will no longer recommend them to anyone. Unless we can get the manager to fully explain why they charged us and what the damage was that was done, we will no longer stay here. I recommend that anyone who stays here double check your bank and credit card statements. If they wrongfully charged us, then they probably wrongfully...

Quick summary: We stayed two nights and were generally impressed with the room (great AC and water pressure), but we were disappointed with the wifi and customer service. ||Check-in was very typical, but no acknowledgment of our IHG Platinum elite status. This wasn't a surprise. We've found that IHG's status is worth significantly less than their major competitors (Marriott, Hilton, Hyatt, etc.)||The room: We've stayed at dozens of IHG's in the past, but this was our first Staybridge, so I can't offer a comparison. The room was clean and appeared recently renovated. Both sides of the bed had a lamp with an easily accessible outlet and USB port. The Kitchen was clean and easy to use, and the room was large enough to be comfortable. ||The air conditioning worked perfectly, and our travel thermometer showed that the room temperature was accurate. Unfortunately, our room was not equipped with a recycling bin, but the bathroom amenities were large bottles rather than single-use plastic. ||The bathroom has a door for the toilet and shower, and the sink/vanity is outside of that room, which is really convenient for bathroom sharing. The water pressure was perfect, and the water temperature got steaming hot. The bathtub is not comfortable for adults but would be fine for kids. ||Our TV worked fine, and we were able to hook up a MacBook with an HDMI cord to watch Netflix. Unfortunately, the wifi struggled with streaming, and while there weren't any loading pauses, it did play most of the time on the lowest image quality. ||Staybridge hotels offer complimentary breakfast, and this location is back to serving hot food. Unfortunately, the quality was so-so and appeared nearly identical to what's served at a Holiday Inn express. ||There is only one elevator to access rooms, and it takes its time. So even though we hardly saw other guests, we often waited for the slow elevator to reach us. ||Customer service: It definitely feels like this hotel is understaffed. At check-in and other times, we passed the front desk, there was no one available, and we needed to wait for a worker to come by. ||We also had two different reservations because we were using Chase IHG free night certificates. At check-in, our room keys were set to work through our stay. However, we got a call after the first reservation that we needed to checkout. This was inconvenient since the call woke us up and could have been easily avoided if the front desk had made a note on our reservation. ||Conclusion |Apart from the internet and mediocre customer service, our stay was quite pleasant. I would not go out of my way to stay at this property again, but if I were in the area would give it...

Very disappointed with this hotel! Not sure where to begin. Let me suggest that I am a Platinum Elite here at IHG and have the highest membership at two other well known hotel chains. I only suggest this as I have been around the block and it always amazes me the difference between hotel chains and the culture that they seem to create as a hotel group. For this stay in particular I called 4 days prior to my arrival and requested a room on the main floor. I was advised that they would make the note and do everything they could to accommodate. Upon check-in they gave me a room on the top floor. When asked I was simply told that such requests are not guaranteed and the front desk representative couldn't have cared less. Making the matters worse I was in a party of about 11 rooms at this hotel. 3 of the families were assigned to the main floor and not one of them requested the main floor. Room service is offered after 7 days! 7 DAYS! This has absolutely nothing to do with health and safety and 100% to do with cheap and not spend money. They did tell me that we could go to the front desk to request towels however. So, after the 2nd day of our stay I did such and was handed a set of bath towels that could not have exceeded 20 inches by 36 inches in size. I'm not sure that a 5 year old could have used it and felt comfortable - certainly not an adult. When I asked for full size towels I was advised this is all I could have access to and that they have no other towels to share. However, they do have full size pool towels and when I asked for a set of those I was told those are only for pool use. So, I used them for the "pool". I asked for the manager to call me and was told he would call me soon and that he was on property. That call never came. Another Family in my group checked in and their room heater was stuck on and the room was about 84 degrees. It was at night time and the front desk advised them they had no other rooms. My friends had to sleep with their room door propped open to partially cool things off. Front desk offered NO compensation, offerings - nothing to offset a miserable night in a room. I have more bad news to share but I feel you get the drift. My advice is to NOT stay at this location - this hotel clearly could care less about its guests, their needs and just offering basic quality service that every hotel should strive for. In this case - they seem to be aware of things and they just don't care, BTW they have no issue collecting the bill and...