Worst hotel to stay at near the Salt Lake City Airport. It would be part of good customer service and satisfaction to inform guests and ensure that their stay is as comfortable as possible. However, it seems like this hotel (Aimbridge Hospitality representing Marriott Hotels) really does not care for their guests. 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.

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. Our experience at this hotel was horrible.
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. In that email, we were told that the indoor pool and fitness center would be closed. 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.

Also, we chose the Residence Inn for the convenience of the complimentary breakfast, however, this hotel didn’t have many options. They were very low on breakfast items on several days during our 8-day stay. On Christmas morning, we walked down to breakfast to find the counters completely empty and no staff available. Our children were left without breakfast on Christmas morning. A courtesy notice would have been nice so that we could have made other arrangements for our children. It was really difficult with long wait time for our family to get breakfast outside of the hotel.

Our room was not thoroughly cleaned before checking in, especially because of COVID. We found leftover items from previous guests in the kitchen and bathroom cabinets. My six year old daughter found a box of beer under the bathroom sink. Dishes were dirty and had to be washed before use. The bathroom sink was clogged upon our arrival. The dishwasher was filled with dirty water at the bottom. The remote was missing for the tv and needed to be picked up from the front desk. 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.

We communicated our frustration with the front desk and asked them to have the general manager, Michelle Cotterell contact us. However, a week has gone by and we still haven’t heard from her.

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.

It seems like Aimbridge Hospitality who manages this hotel, does not care about the customers or reputation of Marriot Hotels.

We encourage you to do your homework before staying here.

Front desk was professional and kind.
A large portion of area is under construction which sure is long overdue. However, keeping the area of construction tidy is different. Didn't get clear directions to room lead us walking through a larger area of construction. Debris is a concern.
After a stressful long day on the road and feeling confused about checking in and where to go isn't ideal at all. Management should be more fluid about communication upon booking of what to expect. Leaving the mess for front desk to handle without guidance reflects poorly on the corporation. It could have made things more seem less and less frustrating for us guest. This isn't rocket science.

Mallory checked us in late she was so nice i told her we couldn’t find a room anywhere she told me she doesn’t have any availablity as well , I told her please I’ll pay anything she told me she’ll figure something out and too take a seat in the lobby she left for a minute I came back and told me she had one room it was out of order due to the ac not working but if we want it she can give us that one , she said she also can give us a fan as well to help honestly I appreciated it not only did no one else around the area put in the effort to try and find us anything but she had 2 other people she did the same thing for !!! It was much appreciated rooms were nice too as well