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Daniel C

Nice Hotel, Excellent Breakfast, Make Sure to get a Key Card

4.0 of 5 bubblesReviewed Mar 11, 2024
Overall the hotel is very good, close to where we needed to be and the rooms were clean. The staff was helpful and the breakfast was excellent! I would only criticize the Orange Juice at breakfast everything else was wonderful. The bed was comfortable, the room temperature was perfect, I never touched the thermostat. The pool and hot tub were perfect as well. The parking garage is small and you do need to use your room key to get out of the garage; the first morning we didn't have any issues the second morning the exit flashed red when I tired to use my room key and I had to push the button to get the front desk to raise the bar. (This is our second visit to this same hotel and at least once each stay we had issues getting out of the garage with the room key not working.) Another note, you do need a keycard to use the elevator to get to any guest room floors.
Date of stay: March 2024
Trip type: Traveled as a couple
4.0 of 5 bubblesValue
5.0 of 5 bubblesLocation
5.0 of 5 bubblesService
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DTSLCDowntownGM, General Manager at DoubleTree Suites by Hilton Hotel Salt Lake City Downtown, responded to this review
Responded Mar 14, 2024
We appreciate your positive feedback about your stay at DoubleTree Suites by Hilton Hotel Salt Lake City Downtown. We're delighted that overall, you had a satisfying experience and particularly enjoyed our location, cleanliness, and the quality of our breakfast.

Your constructive comment about the Orange Juice and the parking garage experience will benefit from our attention. Implementing a consistent quality across all services is crucial to us. We regret the inconvenience these could have caused you and are addressing these requirements diligently.

Our priority is to offer an effortless experience for our guests, so it's great to hear that you found our rooms comfortable and appreciated amenities like the temperature control and leisure facilities. Our team members look forward to delivering a seamless stay for your future visits. Thank you for your repeat business, and we hope to see you again soon.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviewed March 2, 2024

I've never felt so disrespected. We booked weeks ahead and paid in full (with extra) for a specific room type. When we arrived they informed us Expedia, (who we did not book through) often overbooks them and they had given our room away. After mentioning it was our wedding night the lady made a comment about my husband sleeping on the floor.... Both the attendants were very rude and told us that they had no other rooms available and put us in a double room. The door to the room was cracked open when we got there and it was not super clean. It wasn't terrible but it was definitely not what we had paid for. After we made a couple phone calls they ended up taking back what they said about not having any kings available and put us in a room (still not what we paid for). The man at the desk made a snide comment when he gave us the keys to the other room.

I would not recommend to anyone. If I could give it less than one star I would.

Room tip: The entire non smoking floor smelled like smoke...
Date of stay: February 2024
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Service
1  Thank Bailey R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DTSLCDowntownGM, General Manager at DoubleTree Suites by Hilton Hotel Salt Lake City Downtown, responded to this reviewResponded March 6, 2024

Bailey, it's disheartening to hear about your booking experience and the encounters with our colleagues. The room condition you describe is not a reflection of our standard. We are also sorry to hear about the difficulties you faced regarding your reservation type. It's important for us to ensure all our guests have a comfortable stay, and your feedback helps us understand areas we need to address. We want to make things right and we hope you'll allow us another opportunity to restore your faith in us.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 22, 2024

I stayed 2 nights at this hotel for business. I usually stay at another hotel but I decided to try this hotel because I am a long time hhonors member. The stay was a total disappointment and I wouldn’t recommend it. WiFi was non-functional during the entire stay. No explanation and when I first messaged the front desk, they offered know indication of there being a known issue despite the fact that it had been ongoing. They just let me
keep trying something they knew was non-functional. Given I couldn’t work with no access, I turned to the TV only to find the TV remote not working properly. Finally, the workout facility, specifically the treadmills, need some work or an upgrade. They are not suitable for running and were rickety to simply walk on. Overall, very disappointing experience. The only bright note I can share is the room was clean and cleaning staff did a good job of making it that way. I will be back in SLC next week and have no choice but to stay somewhere else.

Date of stay: February 2024
  • Trip type: Traveled on business
    • Value
    • Location
    • Service
Thank Kristin J
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DTSLCDowntownGM, General Manager at DoubleTree Suites by Hilton Hotel Salt Lake City Downtown, responded to this reviewResponded February 23, 2024

N4974CIkristinj, it's regrettable that your recent stay didn't meet expectations, particularly in terms of the WiFi connectivity and gym equipment. We also apologize for any confusion over the television remote. A seamless technology experience is typically one of our highlights, and we strive to maintain all amenities in top-notch condition, and we apologize for falling short this instance. Your recognition of our cleanliness is much appreciated though, as our dedicated team members work diligently to maintain it. We hope to have the opportunity to make your next stay in Salt Lake City a more positive experience.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 30, 2024

The rooms were okay. The location a bit out of downtown, but somewhat convenient. Based on that, the hotel might be a 3+.
But service was lacking. We stayed for two nights and did not receive any room servicing or clean up. Service was requested at the front desk and directly to the cleaning staff which took a rather long break in the hallway near to our room. The request was simple -- We had a sick child and wanted help with clean towels. We had booked rooms that included breakfast and yet we were charged for our breakfasts. I did talk to the staff regarding the bill when we checked out and was told that an adjustment would be made. After we received our credit card statement and saw the there had been no adjustments, I phoned the hotel. They said that they would look into it. But if they did, we were not notified of the result of the investigation. Still no adjustments.

I will not be staying in another DoubleTree.

Date of stay: December 2023
  • Trip type: Traveled with family
    • Value
    • Location
    • Service
Thank Judy B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DTSLCDowntownGM, General Manager at DoubleTree Suites by Hilton Hotel Salt Lake City Downtown, responded to this reviewResponded January 30, 2024

It's disheartening to hear that your recent stay didn't meet your expectations. We understand that our team should be more responsive in fulfilling requests and ensuring your individual needs are met. It's also apparent that some confusion occurred regarding the charges for breakfast inclusions that should be addressed promptly. We strive to deliver a superior guest experience, and it's clear in this case we fell short. Our management team will thoroughly review your feedback to identify areas for improvement. It’s difficult to hear such feedback, but we learn from each instance to better serve all our guests in the future. Thank you for taking the time to share your experience.

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Reviewed January 12, 2024

Everything was great right up until you got to our room. After we went to the restaurant that was OK and the bartender used profanity in front of my elderly mother. When we got to our broom the whole thing smelt like mold. I contact the front desk. They said they would send up new keys because the room smelled like mold. We went to the new room and it still smelled like mold. After that we collected all our religion went to the front desk asked to be checked out immediately. The front desk person gave me a receipt saying that I didn't owe anything. But they still charged me for the room. I know this hotel was struggling to keep their status as a four star hotel but the whole place has huge water damage and should be condemned. I contacted Salt Lake Health Department to inform them that the hotel was full of mold and should be inspected. They informed me that the only way that I could check on the inspection would be through the grandma. And I quote Grandma website through the state of Utah. I went there the next day to speak to the general manager but he was busy dealing with the contractor. End quotations. After waiting for about an hour we left and I decided to just leave that reviews. I paid for the hotel which was 250 plus we spent 250 plus at the restaurant with a vulgar bartender that was cursing in front of my 74 year old mother. Avoid this place at all costs if you value your health do not book a room at the downtown Doubletree by Hilton. We refuse to stay there. Thought we checked out. But apparently the Hilton Doubletree in downtown Salt Lake is so desperate for occupancy that they neglected to check me out because their hotel all smelled like mold. I have pictures and video of all the construction that they're trying to stop the bleeding of their revenues.

Room tip: Cure your mold problem!
Date of stay: December 2023
  • Trip type: Traveled with family
    • Value
    • Location
    • Service
Thank M3535ANstevena
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DTSLCDowntownGM, General Manager at DoubleTree Suites by Hilton Hotel Salt Lake City Downtown, responded to this reviewResponded January 15, 2024

Steven, we regret to learn about your recent stay with us. As we have attempted to discuss with you multiple times, we have not experienced any water or mold issues - and all our Guestroom Suites were renovated and refreshed in 2023 - from top to bottom! Our team inspected the rooms that you were provided and did not find any issues or concerns. We host thousands of guests every week and have utilized these rooms multiple times since your stay - without complaint or issue. While we are disappointed that you didn't enjoy your stay, and regret your decision to post inaccurate information and threats, we wish you safe travels in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 10, 2024

Definitely the worst experience I’ve had at a Hilton hotel. The hotel is under renovation with loud jackhammers going throughout the day. Workers using grinders and shoveling broken tiles into wheelbarrows. That took place all day long from 8-5pm over the course of 3 nights I stayed. It amazes me that hotel would take your money and then subject their guests to that construction noise. But money will do that to an owner. There are many hotels to choose from in SLC and I highly recommend choosing another.

Date of stay: January 2024
Trip type: Traveled with family
Thank Roving42525256618
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
DTSLCDowntownGM, General Manager at DoubleTree Suites by Hilton Hotel Salt Lake City Downtown, responded to this reviewResponded January 10, 2024

Roving42525256618, your concerns regarding the renovation noise during your stay do not go unheard. We acknowledge such a situation might have posed challenges to your comfort. However, we assure you our aim is to create a much-enhanced guest experience once this period of improvement is complete. We understand there are many options to choose from in Salt Lake City and appreciate your choice in staying with us. Looking forward to a future opportunity to deliver a more satisfying stay.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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