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Reviewed March 26, 2017

Perhaps we are to blame for choosing this hotel attached to a waterpark but stayed because of the area location and pet friendly rooms. The room was fine on the surface, but the bedding and towels were well past their prime- being flimsy and wrinkly. The outdoor areas surrounding the building were mostly empty, dirt lots with litter and dog doo. No where to properly walk a dog close to the property. The hotel apparently has no rules for social decorum and I didn't appreciate the barefoot, swimsuited families roaming the hotel, the kids running and screaming in the halls and especially seeing these same barefoot swimsuited folks in the breakfast room.

Date of stay: March 2017
  • Trip type: Traveled as a couple
    • Sleep Quality
    • Rooms
    • Service
Thank Halcyon T L
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mick S, General Manager at Holiday Inn Express & Suites Salt Lake City West Valley, an IHG Hotel, responded to this reviewResponded March 28, 2017

Thank you so much for taking the time to submit a review about our hotel. We appreciate all feedback as it allows us to improve our service. I apologize for the large crowds at the hotel during your visit, the majority of our guests are here for the water park for spring break. We have also reached out to West Valley City prior to your arrival to have them clean the empty lots around our hotel as it is not our property and they will be conducting a cleanup at the end of this month. Once again I apologize for the difficulties that you had during your stay, and we hope to see you again to prove our resolve in making your next stay more comfortable.

Thank you and safe travels.
Mick S.
General Manager
and the Holiday Inn Express staff

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed March 6, 2017

We live about an hour from this hotel, and planned a visit to go to it after driving past it on the freeway. Even from the road, the hotel looks exciting to kids because of a big red water slide that runs out the wall of the hotel, snakes around, and goes back inside. When my 12 year old wanted to go here for a birthday party, it seemed like the perfect occasion to visit. We reserved 2 adjoining rooms, with 4 little girls in one, and the rest of our family in the other. We ended up having items stolen by a housekeeper at checkout, and likely won't return. I just can't stand theft.

We checked out on a Saturday morning. These cute little girls accidentally left an iPhone charger plugged into an outlet, and a beloved stuffed animal under the covers of the bed. Since we all live an hour way, and didn't discover it until we reached home, I called the front desk immediately to alert them to the items left behind. A very unhelpful front desk clerk refused to go seek out the housekeeper who cleaned the room, and instead told us to call back later. We did. Again. And again. After 3 calls to the hotel on Saturday, we were finally told that the housekeeper had gone home, and the items weren't turned in. Call back tomorrow.

We did. 3 times again. Still, no items were found on their "lost and found" shelves, and the front desk clerk refused to check with the housekeeper. Finally, my husband drove down to the hotel on Monday. It was within 48 hours of check out. We were told that no items were turned in, and they were likely "lost". I can read between the lines...the housekeeper found the items, either threw them away or kept them. I assume she kept them.

A manager gave a weak apology during the Monday visit. I have worked at a hotel in the past, and thievery wasn't tolerated in that hotel. Evidently it is, at this one. If you choose to stay here, I recommend either locking your belongings up (although rooms don't have safes), carrying them with you, or staying somewhere different with honest staff. All of this left a black cloud over the party. We're sorry we went. I know we should have searched under covers more thoroughly, but we had no idea something like a purple cat stuffed animal wouldn't be returned.

I will update this review if anything is ever done to rectify the situation, which I'm not holding my breath about. The manager left us with a promise to call if the items were found, and so far, we've heard nothing.

Room tip: Choose another hotel without dishonest housekeepers
Date of stay: January 2017
  • Trip type: Traveled with family
    • Sleep Quality
    • Cleanliness
    • Service
Thank UtahSkiMom
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mick S, General Manager at Holiday Inn Express & Suites Salt Lake City West Valley, an IHG Hotel, responded to this reviewResponded March 7, 2017

Thank you so much for taking the time to submit a review about our hotel. We appreciate all feedback, as it allows us to improve our service. I am sincerely sorry about the items that were misplaced while you were staying at our hotel. I can assure you that we put a high regard on security and theft as each housekeeper and employee that enters the hotel is not allowed to bring bags in to hide items in when leaving the hotel. Each of our staff upholds the importance of honor and integrity and our department heads log everything that is found in the rooms immediately and store it in a locked room that only the General Manager and Head Housekeeper have access to. That is the reason it took some time to verify if we had the items as everything is locked up. Once again i do apologize that the items were misplaced, we did go through our employees, lost and found, and the room to attempt to find these items with no luck. Please feel free to contact the hotel directly and ask for Mick and i will offer some sort of compensation to rectify the situation.

Thank you again for your feedback, and safe travels.
Mick S.
General Manager
and the Holiday Inn Express staff

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 20, 2017 via mobile

Room was good, service was good until we had a problem. And then all of the sudden the manager wasn't on duty, was told he would be there at 3, I called at 4:30 he wasn't there had a family emergency, called back at 7:30 he still wasn't in. Funny how that works! Website says free wifi, but it doesn't tell you it only works in parts of the hotel. The room next to us apparently had 4 boys in it unsupervised and thought they needed to jump on the beds, slam doors, yell cuss words, blast the tv until 3 am!! My husband went to the front desk 3 times to complain! So when I went to check out this morning and wanted to voice my concerns there was no one there to help me. So I guess as long as your stay is problem free you'll be good. Horrible customer service!!!

Date of stay: February 2017
Trip type: Traveled with family
Thank afitch79
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mick S, General Manager at Holiday Inn Express & Suites Salt Lake City West Valley, an IHG Hotel, responded to this reviewResponded February 23, 2017

Thank you so much for taking the time to submit a review about our hotel. We appreciate all feedback as it allows us to improve our service. I apologize that you had a problem during your stay with us regarding the loud neighbors in the room next to yours. I apologize that you were unable to find a manager to get a resolution to the problems you had with the loud guests, as well as the internet. I was actually out for a few days because my newborn son got RSV and had a lung collapse. I apologize that i was not able to get another manager into the property to cover for me until after you had already left. I can assure you that this service is not normal, and we have taken appropriate action to ensure that this was an isolated issue. Please do not hesitate to contact me directly at the hotel if you have any questions or concerns, I would love to offer you a free night stay at our hotel as compensation for the difficulties that you had during your recent stay with us.

Thank you, and safe travels
Mick S.
General Manager
and the Holiday Inn Express staff

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 8, 2017

Out visit to the HI Express was preceded by a few nights at its sister hotel across the parking lot, Staybridge Inn. Overall, the HI Express was a strong experience; then rooms are clean and well-maintained, although the property and rooms are a bit older. The breakfast was as you would expect from HI Express, with perhaps a request to re-evaluate the coffee (it was a lower quality than typical for HI Express locations). Service and staff were really what moved this to a four-star rating, with a particular call-out to Walt, who was the property maintenance engineer. Walt helped our daughter out at the pool by turing on the kid's water park, although she was there alone. When our in-room refrigerator was set too cold on the first night (i.e., frozen milk), Walt came in and foxed it promptly when we left and left a ballon and bag of skittles for our troubles, as well as offering to compensate us for any items lost that first night. Overall, a very nice experience and great for kid's who need the outlet of the (indoor) water park.

Room tip: avoid first floor, lots of hall traffic to the pool
Date of stay: February 2017
  • Trip type: Traveled with family
    • Sleep Quality
    • Cleanliness
    • Service
Thank TravelerMJY
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Mick S, General Manager at Holiday Inn Express & Suites Salt Lake City West Valley, an IHG Hotel, responded to this reviewResponded February 11, 2017

Thank you so much for your review of our hotel. I am pleased to hear you enjoyed your stay with us. It's something our staff takes great pride in, so we value your feedback. We hope you will visit us again.

Safe travels
Mick S.
General Manager
and the Holiday Inn Express staff

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 23, 2017 via mobile

I would never recommend this hotel chain to anyone! The customer service that I received from the GM, Nick Snyder, at the West Valley City Utah location was absolutely terrible. He wasn't professional and would not honor the online voucher we purchased for that location after the hotel already said we could use it. Do not waste your money by staying at one of these hotels! They do not care about their customers!

Date of stay: January 2017
Trip type: Traveled with family
Thank Janelle A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
IHGService, Guest Relations Manager at Holiday Inn Express & Suites Salt Lake City West Valley, an IHG Hotel, responded to this reviewResponded February 8, 2017

Dear Janelle A ,

Thank you for bringing your concern to my attention. I am very sorry for the troubles that you've experienced with regards to the validity of your online voucher. It is our goal to always provide the best hotel experience to our guests and your comments will help us know what areas we need to work on. I am serious about making this stay right for you so I have sent you a private message in order to discuss it further.

I know that your stay is not what we would've wanted it to be but I still want to thank you for choosing us. I am looking forward to hearing back from you.

Warmest Regards,

Gian M
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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