Extended Stay America - Salt Lake City - Sugar House

"When i arrive the front desk staff were smiling, friendly and cheerful. But the manager are not friendly. I arrived at the hotel at 10:30 am on 3/7/21 because my flights arrived early and I had informed them when booking that I need early check-in time was 11 am I booking for 6 day. Upon arrival the staff I was informed that there was no room to wait until noon. I said no problem, I can wait and I waited in the lobby. the manager came walk in to the front desk. I smiled to him but his face had no smile and he didn't greet me at all. I went out to buy things and came back at 12 pm. The front desk staff also said that the room was not ready yet. (I didn't understand why it took so long to clean one room.) no choice for me I stay in the lobby after 5 minutes, the front desk employee came out tell me ! you cannot sit and wait in the lobby and allowed me to check in at 3 pm. At first I said that I would wait in the lobby until noon now they I've changed mind mind and let me come back to check at 3 pm I say where you want me going to stay? because it's cold and rainy out side and I don't have a car. “The employee said it was the manager's order, I was just a front desk and I couldn't do anything. Manager he not come out from his office “So let me leave.” I'm sad and angry because I've stayed in this hotel dozens of times and 100's of other hotels. I've never encountered a hotel employee like this. And that manager didn't come out he tell the technician talk to me said I couldn't wait in the lobby. I was very angry because he didn't care. And I had informed them before that I would like to check in early but they were not interested and attentive. I walked outside following their orders on cold weather and it was about to rain and I waited at the restaurant for 2 hours. I call the hotel again at 2 pm they this I can wait until 3 pm to check in I say why you want me to wait until 3 pm for check in ? i ask you have a room right? they said yes we have a room but i can’t check in before 3 pm i ask them why? They said because i booking from another website not form hotel website OMG IMPOSSIBLE I booking this website many many time never happen It not make sense !!!! My reservation is already in the hotel system but why does it say there is a problem with the website? but they want me to wait because of Manager order. Nice hotel good location but terrible staff!! But manger In conclusion, they made me waiting 4 and a half hours for my rooms. I'm not surprised that so many customers complain about your hotel. And let the stars fall It's because of the unprofessional service. of your employees, especially the manager, is very bad. I will never come back to stay in your hotel again as long as this manager is still working in here."

"Stayed 2 weeks. The second week I was charged another hundred dollars deposit. This was during 3 days having a plugged toilet being treated terribly by staff citing they have no access to a plunger. Upon checking out the manager only returned one of the deposits an wanted 110 for one night a week is 440. Then to top it off Chris the manager asked for a good review upon my first review of disgust. I feel like they could have at least discounted or comped another night or two for the 3 days of fecal matter in my toilet"

"The location was great the exterior was fine and the employees were very friendly but the room itself was not what I would want. The shower head was taped on to the pipe, there was a gap in the edge of the exterior door that you can see light through, the bathtub was dirty, and I found mouse and bug traps behind the bed. So overall for a cheap place to sleep, sure. But not somewhere I would travel alone."

"I spent about an hour in this room before leaving & checking into a new hotel. During that time, I killed two different types of spiders, as well as another small bug. I found dead bugs under the blankets and dirt on top of the coverlet. I immediately removed my medically fragile daughter from the room. When I contacted Expedia for help in getting a refund, the hotel only agreed to refund 1 of 2 nights because I had used towels and left trash in room... which I had done when I was planning to stay. The only filth in the room was already there when I checked in. I'm very unhappy with the hotel's response to my disgusting experience."

"They list breakfast as an amenity. It’s a joke. Really it is an unhealthy snack of chewy bars or muffins. The registration staff member was curt and unfriendly. I came at 2:30 PM and was told no rooms till 3:00. As if every room was available at the same time in 30 minutes. I came back on 15 minutes and shockingly a room was available. Rooms were old decor but nice."