Royal Inn Salt Lake City Airport

We were told twice, once on the phone and again at check-in, that the pool and hot tub were open until 10 p.m. After a full day of skiing, we found the tub cold and unusable, with only a small maintenance sign nearby. The front desk was rude and dismissive when we asked about the conflicting information. The property also feels very dated, more like an old roadside motel than a three-star hotel. Dark old carpet, heavy spray-textured walls and ceilings, and visible ceiling patches and poor repainting made the room feel neglected and uncomfortable. The bathroom accessories, including the plastic ice bucket and tissue box, seemed very cheap, and it doesn't look like there's been a meaningful renovation in years. For the price, there are newer, better-designed hotels nearby with a more comfortable feel and more honest communication. This one needs renovations and better staff communication.

The hot tub was broken, the breakfast was trash, and the room was dirty. I don't see how they can charge full price when the amenities don't work and the room isn't clean. There was just one clean towel when I arrived late, plus a dirty towel on the bathroom door and a washcloth balled up on the toilet. I was exhausted, so I left it until morning. I told the young woman at the front desk because I didn't want to be charged for a towel I never had. She gave me a look, smacked her glossy lips, and asked if I was checking out. I said no, I was reporting the dirty room, and she just said okay. It was the most unprofessional hotel check-in I've dealt with. The bacon was something I'd feed my dog. Zero out of ten for me, and I'm not coming back.

Houston made our late check-in feel welcoming and personal. I was traveling with a coworker, and he was working the desk when we arrived. He was easy to talk to and came across as genuinely caring, not scripted or forced. He remembered small things we'd mentioned later on, which surprised me and meant a lot. We felt looked after and comfortable, like more than just another late arrival. That set the tone for the whole stay, and that kind of service is hard to find at night. We'll definitely return, largely because of Houston.

We stayed for 8 days while waiting to move into our new home. Check-in was easy and the staff were very nice, but there was no room service at all during our stay. When we needed fresh sheets, we were told they were understaffed, so I made the bed myself. We had to leave our garbage in the hallway, which felt pretty unprofessional, and the bed was horrible. I wouldn't recommend the hotel unless they add staff and change their room service policy.