SpringHill Suites by Marriott Salt Lake City-South Jordan

We were in town for work for two nights, and the friendly staff let us check in early, which was a nice bonus. The hotel felt safe, as did the neighborhood, and there are several places to eat within walking distance. It’s about a 25-30 minute drive to SLC airport. The room looked modern and was comfortable, with a desk and day bed. The bathroom was spacious, with a shower and plenty of towels. The hotel also looks fairly new, though Daniel at the front desk said it had been renovated. There’s breakfast, a fitness center, conference rooms, and plenty of comfortable tables and chairs in the lobby.

Parking was easy, and I liked being near chain restaurants and strip mall shops. My favorite nearby spot was Thai Better. The highway is close, but I found the hotel fairly quiet at night. I didn’t use the gym, pool, or hot tub, though other guests seemed to enjoy them. The main entrance is wheelchair accessible and the elevators are spacious. The bathroom would be difficult to navigate in a wheelchair, so I’d recommend booking an ADA room. I’ve stayed here twice on week-long work trips and plan to return. The rooms have been recently renovated, the staff are very welcoming and helpful, and everything worked well for me both times. Breakfast is the usual continental spread: bagels, fruit, eggs, oatmeal, cereal, yogurt, juice, sausage, and make-your-own waffles. Coffee and tea are available around the clock.

After two nights, our room still hadn’t been serviced. We were out all day and came back without fresh towels or housekeeping. Breakfast was disappointing too, with very few choices and no pancakes or waffles. Similar hotels have a much better selection. The outdoor pool was advertised as heated, but in January it was too cold to use, and the hot tub was barely warm. Those amenities mattered when we booked, so this stay didn’t live up to what was advertised. We won’t be back.

My colleagues arrived early for meetings and dinner, got to the hotel around 8:15pm, and then found no one at the front desk for about four minutes. When two agents came back, all the computers were down, and both said they shouldn’t have walked away. While they tried to get the system working, we were told, “this is going to take a while you should go have a seat.” Three exhausted people were left waiting. It took more than 40 minutes, and in the end the solution was to knock on doors and hope rooms were empty. An associate spoke to the manager the next morning, but the concern was brushed aside without even an apology. I stay at Marriott locations often and haven’t experienced customer service like this. I understand IT problems happen, but treating guests with care and compassion would have made this go much better.