Quality Inn Airport East, Salt Lake City

A few hours prior to our arrival, I called the front desk directly to inform them of our estimated arrival time and to confirm that our room will be ready. They acknowledged my confirmation, however, they failed to mentioned that we will not be staying at this hotel. Upon our arrival, the front desk staff handed me a letter from the general manager stating that we will be relocated to a "comparable hotel" (Motel 6) nearby. The reason stated in the letter was due to the new reservation system upgrade, they overbooked the number of rooms available. The front desk staff gave us hand drawn directions to the Motel 6 while explaining that it's about a mile away and they do not offer complimentary breakfast. Shuttle transportation was arranged to pick us up the next morning and bring us to Quality Inn (QI) for breakfast. They also informed us that they had already paid for our room at Motel 6, since we had pre-paid for our room online. While we were following the directions to Motel 6, we realized that we were sent to the next town north of SLC and the motel was 10 miles away! When we checked in, we were assigned an upstairs room. While we were checking in, my husband noticed a sign posted at the front desk the room rates, which were considerably lower than the amount we paid for anticipated stay at Quality Inn - Airport. The front desk clerk at Motel 6 (M6) also explained that QI received a group rate, since they booked 30 rooms at M6. The group rate was almost half the amount we paid! After taking our luggage to our upstairs room (no elevator), my husband had to rest due to his bad back. We drove back to QI to request a refund for the difference between the two "hotels" while explaining that the M6 was not even close to being "comparable" as stated in the letter from the general manager. M6 did not provide the following amentities: elevator, hairdryer (did not pack one, since we expected it to be provided at QI), internet service (needed to follow up on e-mails at my job), shampoo/conditioner (also expected these at QI), and continental breakfast. The manager on-duty apologized for the inconvenience and told me that he could not even consider reimbursing us for the difference between the amount we already paid online and the group rate in which we were told by M6 that was paid by QI. He did, however, inform us that he would submit my request to the corporate office. He reminded us to catch the pre-arranged shuttle the next morning for breakfast. We told him that we were going to eat breakfast at the Denny's next to M6 (extra cost). Our final destination was north, so there was no point in going 10 miles south for a continental breakfast and turn around to go past where we came from. We received a call from the manager at QI two weeks later. He explained that the corporate office denied our request, since we booked through a third-party online booking company. He suggested that we contact them to see if we can get a partial refund. Needless to say, QI's horrible customer service experience led to the most expensive stay at a low budget, dingy motel. Stay away from Quality Inn! Their poor customer service is not worth it.

The air conditioner didn't work. The maintenance man blew on the connections and pronounced it fixed. We tried moving to a different room to find the same conditions. Finally left at 10:00 pm.

Great freeway access. The hotel is exterior corridor but the room I had was big and beautiful. Combine that with breakfast for less than $60 and I can bear being 2 miles from downtonw! Oh, and they have a complimentary shuttle to the airport too!

Bad directions to hotel, compounded by a dirty room placed right next to a roomful of loud truck drivers. Moved room location, but to one without a tv remote. When airport shuttle service was needed, I waited at the airport for more than half an hour only to call and be told that the place I was waiting was wrong (as per the front desk's directions I stood by 6 when they should have been more specific. I was at passenger pickup 6 and they sent the shuttle to door 6!) After being told it would be another 45 minutes for the shuttle and that would put it there at 10:30pm, and I with a 6:00am flight needed my rest. I caught a $15 taxi back to the hotel instead. Never again!!!

my husband and I flew in and out of Salt Lake City. We made a reservation with the hotel and upon check in the front desk agent confirmed our return a week later and that we would be leaving our car. When we checked out, the front desk night manager confirmed our return stay and that we would be leaving our car. When we returned, the same night manager informed us that our rate for that night would be $50.00 more than we were quoted for storing our car. That is $8.00 more than the airport charges! We explained to him that both he and another agent confirmed our reservations, etc.before we left. He said that we should have double checked with him on our rate and that we could either pay the extra rate or go somewhere else. He was very rude! In addition, the internet service did not work which was disappointing. We had been out of the country and wanted to check our e-mail. This all took place at midnight after flying all day. Our driver, however, was very friendly and curtious.

I was told that since I booked with you that my requested and confirmed 2 bed room would not be honored because of the cheap online booking. They moved a cot into the room as the second bed. Totally unacceptable and if this is the hotels policy I will not be booking with you again.

Great price and clean. But the pool was not working. They were filling it when we were there it took 2 days. That was one reason we stayed there was because we new it had a pool. I will always call to make sure a poll is working when we stay in a motel.

The first night was noisy. There was a wedding reception going on almost all night long and people going up and down the stairs laughing and talking very loud. The second night was great no noise and we almost slept in too long. The accommodations are fine, but if the staff knows that there is going to be a lot of noise they should warn the guests and offer them another room away from it.

My husband and I and our two young children, traveled 12 hrs to Utah for a family event. When we entered Utah we realized we left our map at home, so I called 411 to get the phone number of Quality Inn (my conformation page did not have a phone number) the girl who answered the phone gave us awful directions, and we ended up at the airport. When we finally got there and unpacked our car, then headed out to visit family. When we returned our baby was asleep, and we discovered a smoke like smell in our room. We knew that we got a nonsmoking room, but it smelled awful. Along with that the AC was not working in the room. (We sweated the night away). I called the front desk and I was told it would be easy to change rooms first thing in the morning. So after we woke up and loaded our car I walked over to get a new room, but it was not very easy. I was told I had to wait a half hour for the room service manager to be there. When I came back 30 min later I had to retell (to the same person) why I wanted to change rooms. The only room open was a downgrade to the one we had, which would not fit our playpen. There was no apologizing or trying to accommodate the inconvenience they caused. After the half hour wait she did not even talk to the room service manager. When I asked to speak to a different manager I was giving many excuses why I could not speak with the manager. After pondering on our experience we decided we did could not stay in the room they pervaded for us, and get the rest we needed to travel 12 hours home. When I went back in and talked to the same person, there was still no apology and no help giving. We counseled for that night and had to find somewhere else to stay, which took up more time and made our weekend rushed and we were unable to enjoy our stay. It was the worst hotel we have ever stayed. I will never go back to any Quality Inn and I will let everyone I know about our awful stay.