Homewood Suites by Hilton Salt Lake City Downtown in Salt Lake City, UT

Heartbreaking experience, this hotel ruined a one time event for my family. We came as a family to celebrate my cousins graduation, something we were incredibly proud of. Before arriving, we were told we’d have access to the pool and dining. But once there, things changed quickly and told denied us access, no explanation, no empathy. We calmly asked for answers, instead the staff actually called the police on us. We were treated like criminals for simply expecting what we were promised. We were forced to leave, completely humiliated, and still charged in full. Not a single apology or refund. This hotel didn’t just fail at hospitality, it disrespected our family during a moment that should’ve been joyful. Completely Sickening.

We had a horrific experience at this hotel in March 2025 and I feel I should share it with others. Please do further research and stay elsewhere if you’re visiting downtown Salt Lake, I really wish I had. To start, it’s located in a less than desirable area, there are numerous drug dealers and users hanging around the nearby street and outside the hotel itself, during our visit we watched two separate arrests take place on the road of our hotel (we stayed for 1 night) The checking in process was relatively easy, but we did not feel secure enough to leave our car parked in the bays across from the hotel. Although the receptionist assured us the parking wardens wouldn’t ticket us, it wasn’t a risk we wanted to take. So we did purchase parking in there garage around the corner. The room: for the price paid, it was damp, mouldy and very loud. I can’t complain about outside noise from the room as the appliances, aircon and dripping water dulled any sound from beyond our room. I wish I had complained there and then and just left to find somewhere else to stay, but alas, my stupid social anxiety and awkwardness prohibited me from doing so. My husband and I spent the majority of the day sight seeing and returned to the room in the early evening around 7pm to rest ready for our car journey to Hoover dam the following day. We originally planned to leave after breakfast, around 10am. This, sadly didn’t go to plan. Neither my husband nor I managed to fall into a deep sleep, the hum of the refrigerator and the smell coming from the aircon was too much, so we lay in bed talking and scrolling through our holiday pictures taken so far. I must have dozed off, because I was awoken by terrible itching and sores on my legs and torso. I jumped out of the bed, and was covered in bites. Red itchy sores all over my legs arms and torso. Bed bug bites!! My husband had some on his legs, but wasn’t aware till I woke him. Early hours of the morning we decided enough was enough and we packed our things, bypassed breakfast and checked out. I immediately asked for the managers details to log a complaint and the lovely person behind the desk gave me the managers card to email directly. I’ve been requesting a refund from the property for the last 9 weeks to no avail. They’ve refused my refund request but have refused to contact me back. Instead I have relied on Booking.com who have given me £40 towards my turmoil. Anti histamines and pain killers later, we managed to enjoy the last of our trip, but I wish no one else to have to go through what we went through in March. Terrible experience. I’ve since been contacted by a Hilton rep asking for my honours member number so they could credit me, but shockingly they’ve not bothered replying to me nor have they credited my honours account or refunded our stay.

Verry poor cooperation with front desk and management in assisting with a reservation. Had a confirmation number and everything. They still would not let us stay there. Said they overbooked the room. Made for a less than desirable weekend. Very frustrating.

Lifetime Diamond member here. I was here on business and to see a sporting event at the Delta Center. The good- Morning breakfast was great for each of the two days. Room was quiet. Staff was responsive to my concerns. Why it's not 5 stars- Literally the west edge of the hotel block is where there is a homeless hangout. Not so much to the east. They needed security at the front desk. You needed a room key to get into the hotel lobby and into the elevators. I didn't feel threatened, but I'm not used to seeing this in downtown Hiltons (even SF). I had some problems with the TV but that was fixed in a timely manner. Very convenient locale for the Delta Center. 10 minute walk.

I would not stay at this hotel. Their hot tub didn’t work even though we called in advance to make sure it was. Which isn’t a big deal. But we left an expensive jacket and they wouldn’t cooperate with us to help to find it. The whole time they seemed fishy, almost positive they stole it after they saw it was a brand name. Just an overall mess and I would never recommend this hotel.