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at the Radisson Salt Lake City Airport
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Lack of Customer Service, and they just don't care
Oct 1st, 2020
Please forgive the long-winded review. The Radisson hotel at SLC Airport customer service is possibly the worst I have ever experienced from a major hotel chain. I booked two rooms for check in 9/11/2020. When i arrived at the hotel i thought it was very strange, as the lobby was quite dimly lit, and there was no one in the lobby or at the front desk, restaurant, or lounge. I stood at the front desk for a few minutes, and finally started saying hello, hello is there anyone here. A few minutes later, a gentleman came out of the back area, carrying a piece of paper, and asked if i had a reservation, i said yes i have a reservation for two rooms. He checked his list and said “ah yes you’re I see your name. I’m sorry to tell you, but the hotel cannot accept any reservations currently”. He explained that there had been a big storm, and that only the lobby had power. I was a little put off by that, as we had driven 8 hours that day, and there had been no email/phone/SMS OR any communication from them stating that there was a problem and that we would to have find a different accommodations. I asked him why there had been no notice or communication with us regarding the cancellation of our reservation. He simply said, sir because there is no power, we can’t not call, we cannot access our PC’s. I got mad at this point. This is 2020, just because this site has NO power, does not mean that Radisson's GLOBAL reservation desk could not have contacted its customers…. I asked if my reservation had been refunded, and he said they would take care of that. Or at least I think he said that as I am hard of hearing and masks don’t help, lastly, he had an accent which also didn’t help. A few days later I checked my account, and did not see a credit for the hotel, so I called Radisson Reservations. They called the hotel, and they did not answer, so they gave me a confirmation # and said they would have this resolved within approximately 7 days. 17 days later, no emails, no calls, no refunds I called the hotel and spoke with Nadeem, I explained the situation to him, and stated he would go talk to his boss and put me on hold. About 5 minutes later the phone rang, and the next person at the desk picked up the phone and said yes how can I help you? so, I told him I was waiting on Nadeem, and he said can you explain the problem to me? This gentlemen’s name was Sagar I believe. Basically, I spent the next 5 minutes getting angry… Because all they could tell me was to contact AGODA which is the travel company I use to book my room. My reasoning is that AGODA didn’t cancel, AGODA did it’s job, Radisson SLC Airport Hotel is the company that failed… I do not hold them accountable for weather, BUT I do hold them accountable for NO communications, providing NO help to their customer. As the customer my expectation is that the company makes this right, I was not asking for anything, other than them to facilitate my refund. To be clear, I booked through a booking company, but the booking company didn’t cancel my reservation, they created the reservation, the hotel should have informed them that they had to close because severe weather, and started the refund immediately. This was all avoidable if the hotel had just done the following: 1 notify the CUSTOMER that they could not honor the reservation 2 initiate a refund process via their partner networks I am fortunate, Im one of those guys who travels frequently for both business and pleasure. I have stayed countless nights around the world, I can say this. You lost me as customer for both business and pleasure, as I cannot trust you to do the right thing. TRIPADVISOR.COM USER
Aug 18th, 2020
Corporate had a good deal and I was actually pleasantly surprised at the quality of the hotel rooms and amenities. Great deal for the price. Also the AC works great Which is great since 100° this week. Free shuttle to boot! TRIPADVISOR.COM USER
I would stay here again.
Jul 15th, 2020
If letter grades were given this property would get a "B". While overall it functioned well there were minor irritations that kept me from giving it an excellent review. First, at check the Front Desk person said it was his first day and he had issues with the check in. However, his recovery mode was excellent as he upgraded me at no charge. It was a lovely room, very spacious and had a fireplace that worked. Great, or was it ? When I got a chance to watch the tv it didn't work because the hook-up was in the wrong place. Again the new front desk had a great recovery by switching me to another room of like amenities and it was just right next door. Kudos to the front desk taking care of it's clients. The shuttle was ok but the driver seemed to at times be bothered by having to actually do his job. Over several encounters this seemed the norm. The location was fantastic and within a reasonable walk to the UTA TRAX. The restaurant had just opened back up but only for evening service from 5pm to 10 om. The Hostess slash waitress slash bar keep was wonderful. She was a delight. So all in all while glitches happened the willingness for most of the staff to remedy the situation was unexpected and greatly appreciated. So, yes I would stay there again next time I am in Salt Lake City. The property is beautiful, the price excellent, and the a willingness to do the right thing went a long way. Thank you Radisson Hotel Salt Lake City Airport. TRIPADVISOR.COM USER
Close to Airport and offers free airport shuttle
Jul 6th, 2020
We needed a hotel near the airport that offers free airport shuttle. This hotel does offer that. Shuttle driver was friendly and even helped load luggage. The appearance of the outside of the hotel is very cute. Inside lobby appears clean. Covid 19 protocols in place- was pleased to see that. Rooms are on the small size. The only reason for 3 star review was that the beds were terrible. Didn’t sleep well at all. Otherwise good experience. TRIPADVISOR.COM USER
Jul 1st, 2020
The rooms were very clean as was the hotel. The food was excellent and the staff members were all very polite. They did a great job keeping everything clean and following protocol for covid. Would definitely recommend or stay at this hotel again if I was in the area. TRIPADVISOR.COM USER
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