Hilton Garden Inn Salt Lake City/Layton

Staff was very helpful and friendly

the bar

Easy access and amenities

Quiet, clean

Clean, quiet, and very close to retail and food.

How was my stay? Let me as you. How do you think my stay was? As a former hotel employee, I understand everything that it takes to lead a hotel. To a Hilton standard.

Check in time is 3:00 pm. We tried checking in at 2:00 pm but there were no rooms. I was given the standard “we had so many check outs and so many check ins we will have rooms at 3:00 pm” Scripts are for those who can’t have a conversation with a guest and improvise on their own. You can do better.

We came back at 3:00 pm to check in. Still no rooms available. No apology. No ETA. Just they are working on it. (I could school you on how we do checkouts in the housekeeping department, in terms of communicating with the front desk and providing ETA’s for guests that are waiting. That is not my job.)

I came back 30 minutes later and was going to be told no rooms yet but housekeeping WALKED the updated ready list to the front desk. No radios? Can’t use the last guest room you inspected to call the front desk? While there leadership was involved in a conversation involving Hilton Honors WiFi not working. Do you think that leadership acknowledged the guests at the front desk? No. They didn’t make eye contact either. (I will come back to this point shortly!)

As we made our way to our room we had to navigate the housekeeping carts NOT parked closest to the wall AND overflowing red trash cans of dirty linen in the hallways. (I will come back to this as well.)

Housekeeping and other hotel staff did NOT greet us within 3, 2 or 1 feet. Really? I wonder were THAT culture came from? OH WAIT I KNOW! The management team (not leadership). You can do better.

We got a call early Saturday morning wanting to know if we were up until 3:00 am making noise and having a party as someone complained. I said no, we are two 60 year old men who were in bed before 11:00 pm. The front desk restated the complaints they had. I said it was not us and I would not repeat myself again. Say. If there WAS a complaint at 3:00 am in the morning, why did someone not come up to investigate? They would have known in 30 seconds it wasn’t from our room! That call was rude, unprofessional and a disgrace to the Hilton name. You can do better.

I went to the pool on Saturday afternoon. Live flaking paint on the ceiling. Exterior doors with gaps in the bottom large enough for bugs and rodents. And active growing algae on the tile floors because they are not being cleaned properly daily. You can do better.

The straw for me was Sunday morning, the day of check out, around 8:00 am housekeeping is knocking on our locked door. ARE YOU KIDDING ME! I immediately called the front desk and was not polite. I started to be read a script of why that happened. I DON’T CARE! You have one job to do. MY COMFORT. I had very little! (I could school you on how we housekeepers could be more efficient on this, but that is not my job.)

As we were leaving, the hallways were lined with MORE carts and more dirty laundry baskets. Some left in the hallways for more than an hour. I know for 100% certainty that is NOT Hilton standard, and I am betting not local or state fire code either. They would impede most anyone trying to get out in case of an actual emergency.

Upon checking out, I was hoping I would be asked how my stay was. Nope. A simple “do you want your receipt emailed?” Again, is this your standard? I would say you can do better. At this point, I understand under your current management, there is no chance for that. I have stayed in lower scale self service hotels that were truly lead by hospitality leaders, not managers, and had an exceptional stay. On a scale of 1 to 5, 5 being the best, this was a 2 at best. And for that, I am being kind.

I will be sharing this with Hilton Corporate, Trip Adviser, and Google. I want guests to know what to expect.

Great place to stay

Perfect location for our stay

Everything was smooth and the staff did an amazing job making us feel welcome.

The room was spacious and clean!

Staff were very helpful and polite!

Excellent hospitality and facilities!

Amazing service, definitely coming back!

Amazing service, definitely coming back!

So they only change your room every other day we found out. No toweles no coffee no cups unless you ask for them at front desk and they still cant handle it Won't stay here again. Old and antiquated

Front desk was awesome and like that we have almost everything in one place. We had a great time!!

I booked 2 queen rooms requested that they be adjoining. I received confirmation through Expedia from the hotel that they were changing my rooms from the premium, which I guess included snacks and drinks to the standard queen rooms with two queen beds so that they would be adjoining when we arrived at the hotel, they only had one room reserved under jy name. They finally found the second room under my daughter‘s name but then they told me that they could not give me an adjoining rooms and had no record of the email conversation. I showed her my emails regarding the adjoining rooms and changing the reservation to the standard two queen beds for both rooms. I was told that she has no idea who that came from and that they could not give me adjoining rooms. So we had one room on the third floor one room on the second floor. Other than that, the hotel was clean. We would go back, but we would need a better confirmation of our rooms being scheduled the way we requested.