Salt Lake City |0.43km from city center I had to book this room last minute to deal with a family emergency in the city. There was one lady who worked there who was diligently trying to help refill the other food items, but still didn't make up for the fact that a number of food options were unavailable. The morning of mother's day, there was basically no hot food items by 8am because ”they didn't have staff due to it being mother's day”. The staff did offer me to choose any item from the store as a make up for the circumstances. In addition, while out of the control from the hotel, there was a disruptive group of teenager boys from a hockey team staying there and they were knocking on doors and being extremely loud in the hallway calling out ”housekeeping”. The staff offered to give me extra marriott bonvoy points to make up for the situation. Had to find out after going into the room and seeing the discrepancy and only after going back to the check-in desk did they tell me the information. I was not notified of my room downgrade due to the hotel being overbooked either before or at check-in. We encourage you to do your homework before staying here. It seems like Aimbridge Hospitality who manages this hotel, does not care about the customers or reputation of Marriot Hotels. We received an email from the assistant general manager, Taylor Collinsworth asking us to come back to stay with them, but when we contacted her twice and left a message with the hotel, we never heard back from her either. However, a week has gone by and we still haven’t heard from her. We communicated our frustration with the front desk and asked them to have the general manager, Michelle Cotterell contact us. Any request we had for towels, garbage bags and other essentials, we were asked to go down to the lobby to pick them up ourselves during our entire stay. The remote was missing for the tv and needed to be picked up from the front desk. The dishwasher was filled with dirty water at the bottom. The bathroom sink was clogged upon our arrival. Dishes were dirty and had to be washed before use. My six year old daughter found a box of beer under the bathroom sink. We found leftover items from previous guests in the kitchen and bathroom cabinets. Our room was not thoroughly cleaned before checking in, especially because of COVID. It was really difficult with long wait time for our family to get breakfast outside of the hotel. A courtesy notice would have been nice so that we could have made other arrangements for our children. Our children were left without breakfast on Christmas morning. On Christmas morning, we walked down to breakfast to find the counters completely empty and no staff available. They were very low on breakfast items on several days during our 8-day stay. Also, we chose the Residence Inn for the convenience of the complimentary breakfast, however, this hotel didn’t have many options. If we knew ahead of time about the renovations we would have never booked our room here as we needed both of those amenities during our stay. In that email, we were told that the indoor pool and fitness center would be closed. We received an email the night before we were departing on an 11 hour drive to Salt Lake City letting us know that they were renovating the hotel. Our experience at this hotel was horrible. We visited Salt Lake City for our family Christmas vacation and even though we had many options, we chose to stay at this Residence Inn by the Airport because we thought this hotel was going to meet the needs of our family. I have been a Marriott Platinum member for over 11 years and a Marriott Rewards Member for over 16 years and this was the worst experience I ever had at a Marriott. However, it seems like this hotel (Aimbridge Hospitality representing Marriott Hotels) really does not care for their guests. It would be part of good customer service and satisfaction to inform guests and ensure that their stay is as comfortable as possible. Worst hotel to stay at near the Salt Lake City Airport.
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