Holiday Inn Express & Suites Salt Lake City South - Murray by IHG

We’ve been loyal customers for five years, and this stay was upsetting, especially with my son recovering from a tragic accident at the nearby hospital. When we arrived, the front desk woman, who I believe was Hana, didn’t greet us. At checkout, the staff member was in the back, so I had to call out to say we were there. I didn’t catch her name, but it started with N. I told her I’d contact her supervisor, then found out the woman who checked us in was her supervisor. That was shocking. The bright spot was the breakfast attendant, who I believe was Ashley. She kept bringing out fresh food and letting us know when it was ready. She also wiped the tables regularly and greeted everyone with a smile. That was lovely to see at 6 a.m.

We were tired from driving and hungry when we arrived late in the evening, and there was no bedding for the pullout couch. My son asked at the desk and came back with just a sheet, after being told there was no bedding. I went down myself, and the employee said the bedding was dirty and there was nothing she could do. When I asked what we were supposed to do, she said it wasn’t her problem. I asked for a refund so we could stay elsewhere. She yelled that she didn’t like my tone, then kept shouting as she went back to the office. She called her manager, came back out, and called Michael to work out the refund. She never offered another room or even to check an empty room for bedding, though I know they weren’t booked that night. We quickly booked again at the Layton Holiday Inn, where they took great care of us. The service here was awful. We’d booked through our IHG account, and I wouldn’t recommend this location.

We chose this hotel because we were in Utah to visit relatives who live nearby. Parking was easy, even late in the evening, and the staff were friendly throughout. The spa was decent, though the indoor pool water was freezing. Breakfast was average, with the pancake machine the standout. Our room had two queen beds, which gave two adults and two children enough space, but one frame was broken and the bed slanted. The TV wouldn’t go straight to the channels; we had to use the TV itself to cycle through the input/source options. Housekeeping was supposed to clean daily, but never came to our room, even though we saw them cleaning others on our floor. The bathroom also had empty shampoo, conditioner, and body wash bottles, so we couldn’t wash properly.

I used to stay with this hotel chain whenever I visited Utah, and I was a platinum member until I canceled my membership. A medical emergency in my family came up less than a day after I booked, so I tried to change my reservation. I only wanted to postpone the trip and would have stayed a whole week later, but they wouldn’t let me move it. I won’t make the mistake of staying with this chain again. I’m moving on to Hilton to see if they treat loyal customers better.