Salt Lake Marriott Downtown at City Creek

I and my friends have stayed at the Salt Lake Marriott at City Creek two years in a row now for an annual convention. We had issues with the rooms last year that weren't deal breakers so we booked again for this year, but after this most recent stay we will never be staying at this property again. From booking our rooms to checking out, we had issue after issue that really demonstrated for me an absolute lack of organization and customer care. We booked two rooms this year, same as the year prior. Upon calling a few months before our trip to alter our check-in date, we were told our reservations couldn't be found despite booking them a year prior in early December 2024. They could not find our reservations by name or by the confirmation number. Both I and my friend that booked the other room had this issue when we called. For me, I kept getting told that my reservation couldn't be found, then they were able to find it but it was booked under a completely different name, then I was assured that they found my reservation and everything was fine. However I called two additional times after that to make sure the reservation was correct and each time I was passed around to 2-3 people as they tried to find my reservation, I was told once more that it was under a different person's name, one time I was told the reservation was cancelled despite me never requesting that, but magically at the end they allegedly found my reservation and assured me that everything was fine. Obviously I was not at all confident in that at this point but we really did want to stay at this hotel despite the issues we had last year and with these reservations (awfully designed mini-fridge that you can barely put anything in and an absolutely horrendous shower situation, good luck taking a shower here without the bathroom floor getting drenched, with no shower curtain or proper shower door, it's quite literally impossible to keep water from spilling out and all over the floor/onto the toilet. The 2 queen beds and king bed rooms both have this awful shower design). I finally got in contact with their group sales person, she was wonderful and really settled my nerves with this reservation. Even she had trouble finding my reservation with my name and confirmation number. She too saw it booked under a different name and so I know there was an error with my reservation to begin with, so it's even more frustrating that no one before her could just tell me this and correct it, instead I was assured multiple times that everything was fine with my original reservation when clearly there was an issue, I don't even want to think about the mess that could've happened if I hadn't followed up so much to make sure something as simple as a hotel reservation was correct. The group sales representative cancelled the original booking and rebooked me and everything was fine at that point. I called the day before check-in to ask that they add a name to my reservation since my friend would be showing up before me and I wanted them to be able to get into the room without me there. The front desk found my reservation fine this time with the new confirmation number, I spelled out my friend's name for them and was told it was all good. My friend frantically calls me the next day right as I'm deboarding my plane to tell me the front desk doesn't have his name on any reservation, I send him a screenshot of my emailed confirmation with the new reservation number and still the front desk needed an inordinate amount of time and multiple workers to actually find my reservation, but eventually that was resolved and we got our room. All these things we could overlook (even those god-awful showers) because we've all worked customer service to some degree and understand mistakes happen and you can't please everyone, but then we had two more incidents that really pushed us all over the edge. The first incident was when my friends had the cleaning service go through their room one of the first days we were there. My friends returned to their room to find a quarter-sized glob of their lipgloss on the bedsheet with their lipgloss left on the bedside table (not where they'd left it to begin with), so someone clearly touched their lipgloss and obviously my friend had to throw it away because they had no clue what some stranger did to it, plus they now had a glob of lipgloss to clean off their bed. Even that we could've gotten over because we understand the hotel can't control the actions of one worker. But what really took the cake was when my friends got a knock on their door the day before their checkout and it was a maid asking them when they were leaving. When my friends said their checkout was the following day, they were told no, they were supposed to checkout now. My friend goes to the front desk to ask about it and show them their reservation confirmation that CLEARLY showed their checkout date was the following day, but they were told too bad, that they'd have to checkout a day early and that they had until 5:30pm to leave. No apologies for what was clearly Marriott's error, no offer to put them up in a different room on the property, and they still charged them for the original number of nights booked despite kicking them out a day early. Obviously my friends fought this and got refunded for the one night, but the entire time Marriott was in the wrong and didn't bother trying to rectify it. After a long trip and convention, my friends had planned to have that last day to rest before a 12 hour drive home, but because of Marriott's complete lack of organization and customer care, they had to frantically pack their car and drive through the night instead, with their young child no less. This was the one thing that none of us could overlook or be understanding about, this was entirely egregious and we will never again be staying at this property. This was a mistake that could've easily been resolved by Marriott in the moment, but they decided our future recurring business wasn't worth it and we will definitely be warning all our other friends that attend this convention every year with us to steer clear of this location. I never go out of my way to leave a negative review because I completely understand that mistakes happen, but all of our reservations having problems from the get-go combined with my friends essentially getting kicked out a day early because of an error on the hotel's part really was just an A+ example of unprofessionalism and poor customer service that I feel more people need to be made aware of when considering booking at this Marriott.

The Christmas decorations in the lobby we’re lovely. It was nice to sit, enjoy the fireplace and the Christmas atmosphere. The rooms were comfortable.

I have status with Marriott and have stayed at this property many times because of the location. However the hotel is poorly staffed and not up to Marriott standards. My most recent stay is an example of what to expect. When we arrived the front desk had a long line and only one person there to check everyone in. When I called down at night to request a late check out no one answered and I got voicemail. The main exit to the shopping mall next door requires an elevator. When we tried to come back after shopping it didn’t work so after waiting forever until we realized it wouldn’t work we had to walk around the building. We later found out they had closed it for a “private event”. I guess the rest of us guests don’t matter but at least they could have informed us in advance. Heaven knows they have plenty of ways to reach us with emails etc or even maybe a simple sign. The rooms are clean and reasonably well maintained but this definitely isn’t a premium facility with premium service.

Fantastic hotel for downtown Salt Lake City Utah. Right across the street from Salt Palace Convention Center where we had conference. In-lobby Starbucks cafe, lobby had a nice fireplace, hotel lounge/bar inside was convenient. Also has a hotel restaurant which you can order room service from, called Salt Stone. It was very good. I ate from there 4 nights out of 5. Russell at the front desk was excellent and provided me outstanding customer service at check in. Hotel offers valet parking as well as self- park (*both have a fee but the self park is cheaper) in their attached parking garage. Hotel is next to City Creek Indoor Shopping Mall. There is a Nordstroms next door also. Down the block is shopping and restaurants. A couple of blocks down is Harmons Grocery which is a store with extensive food offerings, including hot food ready to go. Our hotel room was great, double beds which were comfortable, nice large window overlooking the conference center, and the bathroom was spacious with a walk in shower (mobility room requested) that featured a shower seat. Bonus for that in my book. I have no complaints about my stay here.

La localisation géographique.

Devoir payer pour le Wifi est incompréhensible pour un hôtel aussi cher.

We are Marriott Bonvoy members so we naturally choose Marriott when we travel. We chose this hotel for the location and recent refurbishment. The lobby screams refurbishment, but the room we stayed in on the concierge level left a lot to be desired. Bed was hard and furnishings were old. Bathroom was redone, but is very small for an upgraded level room. Hot water was spotty as was the water pressure. Sheets did not fit bed and became unsecured nightly. We would not stay here on our next trip.

I've stayed here before but this time we were in town for a conference at the convention center. The location is great! It's a quick walk across the streets and most of the downtown restaurants were within a few minutes walk of the hotel. The rooms were pretty standard Marriott fare. The bed was comfortable but the pillows weren't. Room service didn't replace coffee for the in room coffee maker (there is a Starbucks in the lobby). Some of the outlets in the room weren't working. Despite my Lifetime status, we waited almost 4 hours for check in. We were promised a 1 hour turnaround since we arrived a little early but waited nonetheless. Most disappointed that the Concierge Lounge is closed from noon on Friday until 5pm Sunday. It wasn't even open to grab coffee, water etc or work quietly at their tables like most other full service Marriott properties. Parking in the garage seemed pricey at $42 per day. Others said there is another parking garage nearby for $15/day. I would suggest that as an alternative.

The room was nice and clean. We also enjoyed the queen size beds.

The shower is substandard. Full length doors SHOULD BE installed so that the water doesn't spray all over the toilet AND the bathroom floor. Also, the ehaut fan in our bathroom DID NOT work. A a result, we had sinsus issues the whole time we were in the room, 510. Check to see if you have mold isues in this bathroom as a result of the substandard bathroom door.

Everything

They told me breakfast was included but it was not. Also they didn’t say parking was not free.