Embassy Suites by Hilton Salt Lake West Valley City

The lobby was immaculate, but the guest room was only mediocre and didn't live up to the property. Staff were generally acceptable, though not attentive or professional enough. The main problem came overnight when the digital key failed and left me locked outside. I explained over the intercom and offered to show my ID, but the night auditor kept telling me to retry the app instead of helping straight away. I was left outside in freezing weather for a long time, which was miserable and avoidable. That lack of urgency and care really hurt my stay. Never staying here again. 😒

The staff were friendly and professional, and the bed was comfortable. We appreciated the mini sandwiches, Caesar salad, and cut fruit at Happy Hour, though we only went once. Breakfast was fair, with perfectly cooked bacon all three days, but the menu was exactly the same each morning. Some variety, maybe pancakes or French toast, would help. I really disliked the bathroom's two barn doors since they don't lock and don't give full privacy. I also struggled with the light switches every day. It wasn't clear which switch controlled which light, and I couldn't get the lights to turn off.

When we couldn't get back into our room in the evening, Annie was nowhere at the desk at first. After about five minutes, she came back and said there had been a situation: she'd checked in the wrong person instead of us, and now needed to check us in again. She could have avoided the mix-up by asking clarifying questions, and she didn't apologize or take responsibility. Earlier, when my wife and I arrived at 3, Annie had checked us in with little hospitality, just staring at us when we approached. The whole customer service experience was poor, and we won't stay here again.

The location is handy, with lots of restaurants nearby, and Snowbird and Alta ski resorts are under 45 minutes away when there's no traffic. The staff were super friendly, breakfast was awesome, and my wife and kids loved it.