Valley Inn — Hotel in West Valley City

We stayed to celebrate our anniversary and Mother’s Day. I have been staying with Best Western my entire life, which I do so happily, due to the customer service and amenities that I have always received - until this weekend. I am absolutely appalled at the lack of communication and to be frank, the scam that this location is running.

To start, when we arrived, I was told I needed to pay a deposit of $100 (which was not mentioned ahead of time). I questioned it because I’ve never had to pay a deposit before with Best Western, and the front desk told me if I paid cash then as long as there were no damages to the room, I could get it all back when I checked out. When I asked for a receipt for my deposit, she told me there is no receipt she could provide. The front desk then advised us that the elevator was broken, and we had to use the stairs to our 3rd floor room. Me being only a couple months postpartum, I was very unhappy with that, so we were again frustrated with the lack of communication ahead of time. We couldn't move hotels at this point because she had already charged my card the full stay. As we arrived to our room, there was a faint smell of smoke (we had requested nonsmoking), there was no microwave in the room (as promised with my phone call prior to our stay) and there was no phone in our room. As we walked into the pool area, we were very disappointed to see the hot tub was completely empty and as we started swimming, we noticed there was human feces in the pool. There was no urgency to reconcile the matter, the front desk only responded with “yeah it should be shut down”. Upon checking out on Sunday, the front desk told me that she would only be able to return $40 to us because our towels “needed to be replaced”. She showed me a picture of one dirty towel, and one dirty washcloth telling me that it had “blood and unwashable stains”. I assured her, that there was no blood on the towels - as it was only a quarter sized mark of my brown face makeup that I had rubbed off (and I have always used the hotel washcloths to wash my face with) and the other towel was indeed dirty with dirt due to us needing to wipe our shoes off after the thunderstorm we encountered over the weekend. She told me that all of the towels now needed to be replaced and would only be returning $40. She told me we should’ve “washed ourselves another way”. I asked for a manager at that point, and she said I would need to come back the next day. I told her that was not possible, as we lived almost 4 hours away. She told me there was nothing else she could do so I requested to have the manager call me, because charging $60 for 1 towel and 1 wash cloth was absolutely insane. I was told to sit down and the manager would call. I waited about 10 minutes and was approached by the front desk telling me “At this point all I can offer you is $50 now” and I told her I was still waiting to hear from her manager. She told me there’s nothing they can do and that it was policy to replace all towels if they are damaged. I told her that I have children, and I have no problem getting stains out of towels daily. ESPECIALLY DIRT. And that it doesn’t cost that much to replace 2 towels. She then asked for my number, for the manager to call me. I gave it to her and again waited. After some time, she told me “At this point you will need to wait for the manager tomorrow and I can offer you $50 today”. We were already late on schedule due to this conflict, and I wanted to be able to enjoy my Mother’s Day, so we took the $50 and left.

I was never contacted by the manager, so I reached out to customer service who then contacted the manager, who is now sticking to the fact that it cost $50 to replace 2 towels that had dirt on them. I am extremely outraged by the scam they are running at this location. I have never had any issues at any Best Western I have stayed in, nor have I ever had to pay a deposit, and I have even ruined a couple towels in the past but was greeted with nothing but grace and kindness by the staff. We will never...

First, upon walking into my room, the bed looks as though a 500 lb person has been laying in the bed for 10 years. The "dip" in the middle of the bed was so deep that i was shocked. The first thing I did was take pictures. Then, I was woken up at 4:13am due to what I thought was a barking dog. After trying to wait it out for 20 minutes, I finally walked down the hall to see what room it was to call the front desk to make a complaint. As I walked out the hallway, I found it was a TV...from clear down the hallway. As I looked over the balcony, I found it was coming from the main lobby. I tried to call the front desk but there was no answer. I went down stairs and asked the 4 people down there if they had the remote. They said no, they were waiting for someone to arrive at the front desk and they have been there for over an hour. Someone else said they were trying to check in and have been waiting for 40 minutes and the other person has been waiting since 3:30 am just to get an additional room key due to being locked out. I started knocking on "employee only" doors and nobody was answering. I opened these doors and nobody was inside but doors unlocked. I checked the employee break room, kitchen, maids room, some random closet and the door to behind the from desk was wide open. The time now is 5:17, I have been calling the front desk every 10 minutes and finally someone just answered. I asked where he has been and he said, "the bathroom". I told him i knew he was lying due to having been in the lobby, calling the front desk and more for about an hour. His story stayed the same. I told him he has serious problems if he has to utilize the bathroom for over an hour and cannot tend to guests. All he said was sorry. I asked for compensation for this and all he offered was a $15 discount. This is down right ridiculous. I told him I wanted at least a 50% discount and that is the minimum I would take. He did honor this request, but I should not have to pay for being woken up at 4:13am and having to deal with problems for over an hour. I got on the website and found a 100% guarantee, when i check out, I will be taking...

I’ll start by saying I try hard not to never give 1 star reviews but this visit was terrible from the beginning. Staff is TERRIBLE. We are military Elite Rewards members and part of the perks are an upgraded room when available. When we checked in we requested the opportunity to use the upgraded room, the gentleman told us there weren’t any available- I had checked prior to asking and after he told me there were none available and there were 2 once I checked Expedia. When I questioned him about them he said they hadn’t checked in yet- this was at 11:30 at night. We just overlooked it and carried on with our stay. Breakfast is mediocre at best, the breakfast area is NOT kept clean and stocked. Whoever prepares breakfast must set it out and once it’s gone it’s gone no matter what time it is. See photos- I went down for breakfast at 7:50- over an hour prior to breakfast being over by schedule and nobody ever re-stocked. It’s just thrown out there. Not sure if they’re short staffed or just don’t care- based on the over all visit I would say the second is a safe bet. I just sat and observed everything at this point. I saw a guest ask the woman at the front desk if there was anymore milk for breakfast so we could at least have cereal since it was the only thing left. She waited til he was out of sight, never went to check and when he returned to see if there was milk she told him there wasn’t. The mattresses and pillows were LUMPY, I’ve never even known what a lumpy mattress feels like until I stayed here- they we got to be the same mattresses since this place opened. We tossed and turned all night. Last, the pool was closed for whatever reason. We kept being told that they would let us know when it was open, it finally opened the last day of our 3 day visit. The owner assured us he would give us a discount due to the pool being closed for 90% of our stay and he never honored his word. We will NEVER stay at this location again and I hope others do not either. I’ve never seen such a lying disrespectful staff from the owners down to the little girl at the front desk who could care less...