What started as a 'meh' experience ended up as a headache/stressful fight to get my money back for a hotel error in booking!

This hotel is in a terrible location. Downtown is as close to the airport as this property. Save yourself from a terrible location with grumpy front desk staff.

Location: I didn't realize there was NOTHING hear this property. The closest subway that was open/Wendy's was 10 minutes away. Better off staying downtown than near nothing.

Check in: miserable front desk staff. Rose didn't smile at all when taking my info. I felt a bit bad for her, honestly.

Room #1 (Room 127):
- clean
- tv worked
- nothing else favorable to say. people were outside the ground level room picking through the trash at night. there were a bunch of tarps flapping in the wind all night long. zero sleep the first night of my stay!

Room Change:
- requested room change due to terrible experience first night
- Nicole (front desk) granted move
- Picked up key from Rose that night without a smile or any other exchange of words, really.

Room #2 (Room 117):
- better location, still ground floor but other side of hotel from dumpster. I felt safer and much less noise from wind/at night.
- clean
- neither channel changer worked with the bedroom tv. good thing i have netflix on my phone! :/

Check out: I don't typically check out, my profile is set for automated folio.
- did not receive automated folio from this hotel
- DEFINITELY CHECK OUT IF YOU STAY HERE - THEY WILL CALL YOU A LIAR AND QUESTION WHETHER YOU LEFT!

Overall, meh experience. Now for the fun part.

Two days after my checkout, I started my trip expense report and realized I didn't have a folio. I quickly checked Marriott.com and saw that I was charged an additional night. NO idea why!

Subsequent interactions:
- MULTIPLE calls with the hotel. Nicole refuses to escalate my calls to her manager, though I've requested.
- Nicole admitted she made a mistake in extending my stay, she thought she heard this request. Suggested a process improvement of having people sign if they extend stays - this is fairly normal, no?
- Hotel has asked for my personal travel arrangements to confirm that I left the property. A) not sure how this is relevant B) essentially calling me a liar in that I they need proof I left the property.
- Spoke with corporate 3x. Finally escalated. Was told to wait for property to call me back.

WHAT A HEADACHE. I've expended way too much time and energy trying to get my $300 back for a just ok at best stay. I feel bad for the front desk staff - they appeared unhappy at best and that has played out in my subsequent dialogue and emails with Nicole. As a frequent traveler, I've been questioning my commitment to Marriott Bonvoy since this ensued.

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.