Residence Inn by Marriott Salt Lake City Airport

I ended up calling an Uber after waiting almost an hour at Salt Lake City International Airport. I’d booked parking with Residence Inn by Marriott because shuttle rides to and from the airport were clearly promised. I called the hotel several times and was told each time that a shuttle would reach the 3B pickup area in 10-15 minutes. None came, and nobody followed up. It was frustrating and inconvenient, and left me with a very poor impression of the service.

The faucet handle in my room hit the mirror whenever I pulled it, which was a strange design flaw. Aside from that, I had a good stay, even though it was only five hours. The room was clean and spacious, with a fully equipped kitchen. The receptionist helped us quickly after a miserable experience with Delta, and the airport shuttle runs both ways 24/7. It seemed like many guests were there because Delta had delayed or cancelled their flights, which I noticed again when we took the shuttle back to the airport in the morning. I had a better experience here than at the Long Island Marriott in service, room size, and location. I’d recommend it if Delta has disrupted your trip.

The shuttle driver who picked us up was amazing, but the check-in that followed was awful. Our flight to Orlando had been cancelled at the last minute, and after finding a flight for the next afternoon, we took a Delta voucher and chose the Residence because it was first on the list. It was 2 a.m., and I had my five young daughters with us. At the desk, night manager Anthony asked for the reservation code before he could do anything, so we found it. Then he asked for my wife’s ID. She showed it to him but wouldn’t hand it over because she had recently been seriously sick and didn’t want to pick up more germs. Anthony said he wouldn’t let us stay and didn’t have to put up with an attitude like that. We hadn’t disrespected him or talked down to him. He was sending our family of seven, including daughters aged 6, 7, and 9, back to the airport in the middle of the night. He shouldn’t work in customer service or hospitality. I know this is one person, not Marriott as a whole, but as long as Anthony works here, I won’t stay at or recommend this place.

The front desk person was very nice, but the rest of the place badly needs renovation. The room smelled moldy, which seems unusual for Salt Lake City, and the mattress was horrendous. The TVs were poor, and the CC didn’t work. It looks to me like the owners are squeezing every dollar out of an airport hotel without putting money back into it. Marriott should be ashamed to have its name on this building.