SureStay by Best Western Salt Lake City Downtown

I accidentally booked a room through the Hotels Tonight app while rushing, for a night in March, a month away. When I asked to cancel, the man at the desk rudely told me no and to come back in a month because I’d booked through a third party. The fine print on Hotels Tonight says cancellation is possible at the hotel’s discretion. While waiting to check in, I overheard him overcharge and overbook the guest ahead of me. There was zero customer service, and it felt like all they cared about was money. Karma….

We had no issues and will definitely stay again. The room had a mini fridge, microwave, free cable, a comfortable bed, decent non-feather pillows, nice bedding, and working AC. The motel is older but well cared for and more than sufficient. Coffee is free and delicious, available around the clock in the lobby, though there’s no coffee maker in the room. There’s also free breakfast in the lobby during certain hours each morning. Parking is gated and only accessible with a room key. It’s a two-floor motel with covered outdoor stairs and no elevator.

The room I got looked nothing like the website photos or any of the rooms I passed on my way back to the desk to ask for a refund. The tile was cracked and dirty, the room smelled of stale cigarettes, and the shower was rust-stained with chipped tub enamel. Even with only three cars in the lot, they couldn’t find me another room. When I asked for a refund, the guy started asking whether I’d used the room and refused to look at my photos. I’m pretty sure several families live and work here and only a few rooms are rented out now and then. It feels like a scam, and this was a motel, despite being advertised as a hotel.

The gated location felt very safe, and the room was great, honestly not bad at all, aside from a few worn spots. Our biggest problem was having no hot water for the entire stay.