Tara W.
Google
I am updating this review after speaking with management about an issue I encountered at my favorite hotel in Salt Lake City.
First, I want to highlight the positives: this is a gorgeous hotel with excellent service. I arrived late on Thanksgiving weekend, and the front desk staff welcomed me warmly. My room was spacious and clean, and my request for an accessible room on a lower, quieter floor is always accommodated without hesitation.
Shortly after returning home, I realized that my facial moisturizer (a well-known, higher end brand) was missing from my toiletries bag. This was disorienting, as I had a wonderful stay otherwise, and the only people who entered my room were room service. The moisturizer had only been on the bathroom counter or in my sealed liquids bag, which I placed directly into my zipped suitcase at checkout. I thoroughly checked the bathroom before leaving, and the bag was fully secured in my luggage before I left the room.
When I first called the hotel, I explained the situation and asked if the item might have been turned in to lost and found. After they checked and found nothing, the conversation took an unhelpful turn. When I asked whether it might have been thrown out or what the next steps could be, the interaction became uncomfortable. I requested to speak with management.
Once I spoke with management, the experience was great. Jake, in particular, handled an awkward situation exceptionally well. He listened, empathized, and acknowledged how frustrating it must have felt after an otherwise great stay.
It is possible the item was accidentally discarded, and I choose to believe that, as I have never had anything intentionally go missing from a hotel room before. Thank you Jake for meeting this expectation, and thank you to everyone else who made my stay otherwise comfortable and welcoming.