Holiday Inn Express - Layton by IHG

I’m from Utah and visit often. There aren’t many great places to stay around here, but I’d choose somewhere else next time. I gathered my things and checked out, then booked around the corner at La Quinta. The issue started when my family and I were staying here after I arrived on a late flight with my nine-year-old daughter. I was attending a funeral the next morning, and we were exhausted. The floor was dirty and covered in strands of hair, and there was hair all over the sink and sheets. It was disgusting, but it was late, so I wiped down the floor and counters with towels, covered the bed with towels, and slept in our clothes. The next morning I told the front desk, and they cleaned the room thoroughly. The day after the funeral, while I was with my family, Lorraine from the afternoon front desk called to say booking.com showed my checkout as Sunday morning and the hotel was confused because my things were still there. I had an email from Hotels.com showing checkout two days later, on Tuesday. I didn’t know why the hotel had different information. Lorraine said Hotels.com, booking.com, and “all the other ones” were the same and that it didn’t matter. She went on a long, frantic, and rude explanation about not knowing what was going on. I said I’d contact Hotels.com to sort it out, but asked what I should do with the hotel in the meantime to make sure my reservation was extended. She went back to ranting about the booking sites being the same, and the conversation was confusing. I repeated that I’d deal with Hotels.com since it was a third party, but needed to know how to resolve things with Holiday Inn right then. Lorraine said I was rude and hung up. I left my family and went to the hotel to find out what the confusion was. Lorraine’s eyes were dilated, and she was sweaty and shaky. I’m not sure what was going on, but she seemed unable to handle the conversation or communicate, and reacted as if she were being attacked when I said I’d contact Hotels.com about the incorrect reservation details. I also want to be clear that the booking-site date mix-up wasn’t why I gave the hotel one star. Hotels.com had sent the property an incorrect checkout date when I booked, which I’d never had happen before. But the room condition and the way Lorraine handled my questions were the reasons for this review.

I’m very concerned about the hygiene and safety here, especially for children. My son found an old, dirty bottle of bubbles on the floor, and there was burnt plastic on the tables. I don’t understand why the manager would put a single mother and her child in such unsafe, unclean conditions. It was upsetting and left me worried for my son. The room itself was appalling. The beds looked unwashed, the towels were crusty and stained, there was what appeared to be a huge blood stain on the mattress, and old dirt and debris were on the floor. I consider these conditions a serious health and safety risk, and I want an immediate investigation and action to prevent this happening again. Cleanliness and safety should come first, especially for children. There were also serious billing problems, including incorrect payment records for two nights. The front desk manager checked me into a room without my knowledge or consent, then changed my room. Even after I spoke with the manager, I was charged for the stay, which I believe was unfair given what happened. The housekeeping manager was rude and unprofessional, blamed me for things that weren’t my fault, and the assistant manager was just as rude and unwilling to address my concerns. Both women lied about the situation and then complained about me. I was very dissatisfied and wouldn’t recommend this place to anyone looking for good customer care.

The room layout may be confusing if you book through Expedia: some listings call these one-bedroom rooms, but that isn’t literally the setup. The entrance area has a couch and TV, and a door closes it off from the rest of the room, where the beds and bathroom are. The entrance couch pulls out. The hotel is right by the highway, but it was quiet at night, even with restaurant construction next door. There’s generous parking, the front desk staff were good, and the hotel was very clean, including the bathroom. Breakfast had a good selection: three hot items, eggs, sausages, muffins, oatmeal, apples, oranges, bananas, machine juices in orange, apple, and cranberry, tea, coffee, plain bagels, and more. I’d recommend the place, and think its 4.1 rating should be higher.

The hotel was beautiful and clean, and everyone working there was especially nice and accommodating. Breakfast was delicious, and we liked the omelet choices that day. A couple of things need attention. The weight room could use another treadmill, a mat, some weight balls, and resistance bands. When you come with a friend, there isn’t enough to do, and only one of the three machines tracked miles and resistance properly. The accessible tub also needs bath mats or grips because it’s too slippery. My husband had just had surgery and needed to sit for his shower, but nearly fell twice, once getting up from the seat and once trying to sit back down.