Comfort Inn & Suites Salt Lake City Airport
🏨 Hotels & Travel · Salt Lake City
total experiences
replied on google
Most reported issues
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Experiences
Airport shuttle service was unavailable due to technical issues.
Hotel refused to provide a refund for a cancelled room booking.
The air conditioning thermostat was malfunctioning throughout the night.
Business reply on Google
Thank you for sharing your experience with us. While I’m glad you chose to stay with us, I’m truly sorry for the discomfort you went through. A malfunctioning thermostat is absolutely not the experience we want any guest to have, and I understand how frustrating it must have been to wake up repeatedly throughout the night just to get the air working again. Your description makes it clear how uncomfortable the situation was, especially before an early trip to the airport. That’s not the level of rest or reliability we promise, and I apologize that we fell short. Our maintenance team will be inspecting the thermostat in that room immediately to ensure this doesn’t happen to another guest. We appreciate you bringing it to our attention, even though the experience understandably left a negative impression. Thank you again for your feedback. We hope you’ll reconsider and give us another opportunity to provide the comfortable, dependable stay you should have received.
The room was unclean and the shuttle service was unreliable.
Business reply on Google
Thank you for taking the time to share your experience with us. While I’m glad you chose to stay here, I’m truly sorry for the issues you encountered during your visit. A clean, comfortable room is the most basic expectation, and finding hair in the shower and on the AC unit is unacceptable. I apologize that we fell short in preparing your room properly. I’m also very sorry for the inconvenience with the airport shuttle. You scheduled it in advance, and you should have been informed immediately if there were any issues. Having a taxi arrive that couldn’t accommodate your group only added to the frustration, and that’s not the level of coordination or communication we aim to provide. Your feedback is extremely important, and we’ll be addressing both the housekeeping concerns and the shuttle communication with our team to ensure this doesn’t happen again. Thank you again for bringing this to our attention. We hope you’ll consider giving us another opportunity to provide the smooth, reliable stay you should have received.
Hotel shuttle service was unresponsive, forcing customer to pay for Uber.
customer was double charged for a prepaid hotel room
Staff refused to honor a previously promised reservation reschedule.
Room had maintenance issues, cleanliness problems, and excessive noise.
Hotel facilities were outdated and staff provided incorrect information about amenities.
Business reply on Google
Thank you for taking the time to share such detailed feedback. We’re genuinely sorry to hear that your stay did not meet your expectations, especially after a long day of skiing when comfort and relaxation are so important. We regret that the condition and style of the room did not align with what you anticipated from a 3-star property. While our hotel has a more traditional design, we understand that aspects of the décor, finishes, and materials you mentioned can feel dated, and your comments have been shared with ownership as we continue to evaluate renovation priorities. Regarding the hot tub, we understand how disappointing this was, particularly given the information you were provided prior to arrival and at check-in. While we do our best to keep amenities operational, equipment such as hot tubs can unfortunately experience unexpected issues and may need to be taken out of service without advance notice for safety and maintenance reasons. That said, we acknowledge that this change should have been communicated more clearly once it occurred, and we apologize for the confusion and frustration this caused. We’re also concerned to hear about your interaction with our front desk te
Security failure in parking lot resulting in attempted child abduction
The hotel room television was non-functional and could not be repaired.
Staff member allegedly stole gift cards from a guest's room.
Room vibration, unclean shower, and failure to provide promised refund.
Business reply on Google
Dear Heather, Thank you for taking the time to share your feedback. We are truly sorry to hear about the experience you and your family had during your recent stay. This is certainly not the impression we want our guests to leave with. We apologize for the noise and vibration issues you encountered in your room, as well as the cleanliness concern with the shower drain. Your comments have been shared with our maintenance and housekeeping teams to ensure these issues are addressed immediately. Regarding the refund, we understand how frustrating this situation must have been. Unfortunately, reservations made through third-party booking sites like Hotels.com must be managed through their system, which limits our ability to process refunds. We value your feedback, as it helps us improve the experience for all our guests. We hope you’ll consider giving us another opportunity to provide you with the comfortable, worry-free stay you expected and deserve. Warm regards, Jeff Gaydos Comfort Inn & Suites
The mattress was uncomfortable and felt like box springs.
Room contained a mattress with a large urine stain and odor.
Room maintenance issues and unhelpful staff response.
multiple hotel rooms were found to be dirty and unsanitary
Business reply on Google
Dear M C, Thank you for taking the time to complete our online survey regarding your recent stay at Comfort Inn & Suites Salt Lake City Airport. Allow me to apologize on behalf of our hotel for failing to meet your expectations on your recent visit. I have shared your feedback with our staff to better handle these types of situations differently in the future. Feedback from our guests on their experiences is what we use to further our constant improvement. Again, thank you for your time and valuable feedback. We hope for another opportunity to properly host you in the future. Kind regards, Monica Young Comfort Inn & Suites Salt Lake City Airport
Unattended front desk, dirty room, and inadequate bathroom amenities provided.
Hotel room was unsanitary and management refused a valid refund request.
Business reply on Google
Thank you for taking the time to complete our online survey regarding your recent stay at Comfort Inn & Suites Salt Lake City Airport. Allow me to apologize on behalf of our hotel for failing to meet your expectations regarding your recent visit. I have shared your feedback with all of my team to better handle these types of situations differently in the future. Feedback from our guests on their experiences is what we use to further our constant improvement. Again, thank you for your time and valuable feedback. We hope for another opportunity to properly host you in the future. Kind regards, Ane Fiefia General Manager Comfort Inn & Suites Salt Lake City Airport 801-783-3165
Room was uncleaned and staff provided poor service.
Business reply on Google
Kate - As stated to your partner, Andrew, we sincerely apologize for your frustration and inconvenience. We will follow up with housekeeping and the desk staff to find out why this occurred. Thanks for bringing this to our attention.