Home2 Suites by Hilton Salt Lake City-Murray, UT

Booked a room in advance, was denied accommodations at check in, charged a no show fee, and haven’t been able to able to reach management at the hotel to resolve the issue. We booked a one night stay at this hotel, and called the front desk a day prior to check in to alert them of our 9pm arrival. On our hotel reservation day we were delayed due to a flat tire. I called the hotel prior to our 9pm check in, and let them know that we will be checking in closer to 5-6am, and would be leaving the hotel at a normal check out time. This message was relayed to a hotel representative, and the front desk staff. They both said that was absolutely fine and a room would be waiting for us. Upon arrival, we were told our reservation was canceled, we were charged a no-show-fee, and the only option was to wait an hour to rebook a room. We were told their booking system doesn’t allow anyone to book a room between 5-6am, and could wait in the communal lobby and repurchase a room reservation. The person working at the front desk offered to submit a request to management to refund the no-show-fee, call surrounding hotels we could book a room at, and email their managers about possibility of a room refund. We found another hotel and had an amazing stay at the nearby Residence Inn, which had ample parking, COVID safety measures, spacious rooms, and helpful staff. I have tried every day since we were denied our room at Home2 Suites, Murray UT to contact managers Justin and David about this issue via email and phone. They have yet to reach out and hotel staff typically says they have left early for the day when I call and leave a voicemail. They were also emailed about this incident by hotel staff and myself, and I have yet to receive a response. I am disheartened that they seemingly have no interest in resolving this issue.

Nice roons

It was a very nice place. Wish I could live there. Great accommodation. Clean and friendly.

The room was spacious and clean. My husband and kids had enough room to relax and sleep and we were amazed that it had a mini kitchen to keep snacks and leftovers in. We were a little sad the pool was closed during COVID-19 but we understand their reasoning. The price was awesome! It made our mini family vacation affordable. Staff was also very pleasant to us. Definitely coming back again!

I love this place and for the most part I find it very clean and reasonable. But I've come here as part of a self quarantine because a family member had possible contact with someone the covid. So we're turning to the hotel and 30 plus kids come barely out from inside of the hotel none of them wearing masks and their coaches with them none of them wearing mats laughing and giggling and not even pretending to try. I now feel unsafe because of this because I am high risk. This is unacceptable. And if you're a high-risk person do not come to this hotel