Rebecca C.
Yelp
There are no words for how terrible our experience was. They say this place is haunted, and I can confirm that the desk agents are basically corpses and that the manager, "Garrett" is a phantom.
We booked through Expedia, as I often do, as I enjoy staying at a variety of property types for different trips and receive loyalty rewards through them. I would like to take this moment to say that telling a customer that it is their fault for booking third party (The supervisor "Jessica" told us this) is TOTALLY unacceptable. These are two large corporations that have chosen to work together; it is not for the customer to mediate.
I traveled from Tahoe to Salt Lake to visit my husband. He is working on the power grid there, doing 80-hour weeks and had not seen our family in 2 months. I chose the property because it looked like a unique and elegant place to relax and enjoy some much-needed time together as well as a brief furlough for him.
When we arrived, "Blake" pulled up our reservation and let us know that they could see the hotel reservation and that it was paid, but because of a computer issue with transferring the funds from Expedia, we would be expected to resolve this prior to getting our room key.
Having just reunited after a long absence, we spent our first 30 to 60 minutes on the phone with Expedia. As it turned out, we were on hold while they try to reach the front desk. The lobby was empty, and "Blake," apparently locked into a trance as he communed with the dead, was not picking up. When he finally did, I listened as he confirmed the email and they sent further proof of my payment. Once he was off the phone with Expedia, we checked in to see what was going to happen. He asked for a card and said it would not be charged while things were settled with Expedia. Tired and defeated, we gave him a card to hold, and set off with our keys to the wrong room. Yes, we had booked a large room with a king bed and small seating area, but were ushered to a room where you could touch the walls from either side of the bed. When we told him, he did put us into a suite, but it was still confusing because it was not the room we had booked.
We made it to our dinner reservation, and as we were enjoying a lovely meal, my husband received notification from Wells Fargo that "Blake" had, indeed, run our card for the stay.
Fast forward two days, multiple zombie desk agents, and many references to a phantom manager who could never be produced, the situation was never resolved. In the week since I returned home, Expedia has tried to reach them and had no answer, Hilton corporate gave me the "direct number to the manager," which was a disconnected Verizon number, and I'm honestly so frustrated that if I read in the newspaper that the entire hotel was destroyed by a natural disaster, I still don't think I'd feel vindicated. Do not book here. Do not book third-party, do not book direct, run away.