EMBASSY SUITES SALT LAKE CITY WEST VALLEY

After spending the prior week exploring Utah, we wanted a comfortable hotel close to the airport for our final night. We trusted the Hilton family of hotels to provide a good stay, and Embassy Suites Salt Lake/West Valley did not disappoint. Our room was spacious and comfortable, the staff was friendly, and the complimentary breakfast was very good. The on-site restaurant was also convenient and served a good meal. Overall, it was a great place to relax before our flight home.

As a loyal Hilton Honors member for over 15 years and recently promoted to Diamond status, I expected my stay at the Embassy Suites Salt Lake West Valley City to reflect my loyalty. Unfortunately, it did not. At check-in, I inquired about a room upgrade as a Diamond member, but none were available. The room I had booked over a week in advance had no view at all—just a wall of the building right outside the window. The water pressure in the shower was practically nonexistent; I would rate it a 1 out of 10. Additionally, the air conditioning unit was very noisy all night, making for a rough night’s sleep. On a positive note, a staff member at breakfast made me an excellent omelet—credit where it's due. The bigger issue arose with my late check-out request. The night before, a front desk agent assured me that my 2 PM check-out would be noted in the system. However, the following morning a different agent had no record of this and insisted on a strict noon check-out. When I mentioned my Diamond status again, I was informed that someone had already completed digital check-in for the room, making a late check-out impossible. Between the lack of a room upgrade, the issues with my room, and the mishandling of my check-out promise, this stay did not feel like it acknowledged my 15 years of loyalty or my new Diamond status at all. I hope this feedback helps improve the experience for future Diamond guests.

The room is nice enough once you find it. It is really hard to find the elevators whether it be from the lobby or from your room as there are no signs or very small signs indicating where it is. Breakfast is over at 9 o’clock, which for me and a late night is too early. I feel pretty darn pissed and hungry. Won’t stay here again.