SureStay by Best Western Salt Lake City Downtown

Reviews

• IS

  Ian Searle

  Oct 16, 2025
  4.0
  This is a budget hotel. There is nothing really fancy about it. It is good for a budget hotel. The breakfast was ok. The rooms could have been cleaner. We found a few stray hairs in the bathroom and there was some yellowish hue to the toilet. But not bad
• MK

  Mary Kay Keller

  Sep 27, 2025
  5.0
  Here to visit my family member in ICU at University of Utah hospital. The room was comfortable and the atmosphere very peaceful.
• KM

  Kenneth Maurseth

  Sep 25, 2025
  4.0
  This is an old hotel but it's gated in downtown salt lake City quick Uber ride to downtown where there is great food nice bars.
• JM

  J M

  Aug 26, 2025
  1.0
  Made reservations for the 26th-27th of July. After getting in the room I turned the A/C on and in an about hour I started to feel dizzy and light headed. I figured maybe I was just tired but I was starting to smell an odor in the room that reminded me of old laundry that's been sitting out. I then started to realize it was getting worse about 30 minutes after so I walked around the room to figure out where the smell was coming from and found that the air from the A/C was producing the smell. I proceeded to the front desk and informed them of the issue and that I was unable to stay in the room. The man at the desk said ok will you be checking out then and I said of course and asked him if I would be refunded for the stay as I checked in around 3:40PM and was at the desk at no later than 5:00PM. The man said no our policy is 15 minutes after check in I then told him that the issue seems to be with the A/C unit which was off when I entered the room and that I did not start to feel ill until it had been running. He said sorry with a smile. I then asked okay is there anyone I can talk to for further resolution and he then said you can talk to the 3rd party site you set up the reservation with and gave me a little smirk. I thought about informing him that it was through Best Western that I made the reservation but I just figured he didn't care either way. I contacted BW sortly after leaving the front desk and my phone record shows the call was first made at 5:07PM but since it was the weekend I was unable to contact a CSR and was only able to leave a message. They called me back the following day and said to give them 10 business days to get it figured out. Fast forward a month later and I never got a phone call/text/email about the issue so I contacted BW again to follow up. They informed me that they've reached out to this hotel multiple times and have yet to get a response and to give them 5 more business days to attempt to reach out again. 5 days later and still nothing I then had to call BW and they said they would reach out to the managers at this establishment which unfortunately arrive around 3-3:30PM so I waited to hear back. Nothing that day so I contacted BW again the following day and they told me that I would have to call them so they can call the managers when they arrive at 3-3:30PM. So that was quite fun to find out that the you have to force people to follow up on a ticket and supervise them to ensure they do what they say they are going to do. After calling BW during the time the managers of this establishment are at work they were told by them that they checked the A/C and have had multiple guests stay in the room and had no issues. Very cool indeed! That does not excuse the fact that during my stay that room had an issue. They also said that they cannot provide a refund because I had stayed there for 3-4hours which was also not factual. They also informed the BW CSR that I denied a change of rooms which was not an option the weasly clerk gave and only asked if I was checking out. In essence they would not refund the stay. I had the ticket escalated and was then shortly informed that the whole process was never going anywhere and that the hotel had the final say. Needless to say after a month of dealing with BW I've decided that their services are no longer going to be utilized by myself or my family. After staying at multiple locations for very long periods of time and being a Diamond Select member. So thank you Surestay by Best Western! I've learned alot from my 2 hour 20 minute stay with you. **The only concern with the room was the fact that the A/C was making me sick if it had not been for that I'm sure I would have enjoyed my stay there but the way it was handled during and after the fact is why I will never stay at another Best Western**
• AM

  Alexis Malia

  Aug 16, 2025
  1.0
  How can I leave -5 stars? This doesn’t even deserve 1 star. I booked this hotel because I needed a clean, reliable place to stay while my husband was in the ICU recovering from brain surgery. What I got instead was one of the worst hotel experiences of my life. I arrived late at night, exhausted and just hoping for a safe, clean place to rest. From the moment I walked into my room, it was clear this hotel does not meet even the most basic standards of cleanliness or hospitality. The room reeked of cigarette smoke and heavy perfume despite being advertised as smoke-free. The floors were filthy, the tub was stained and disgusting (I had to shower with my socks on), and the room was unbearably hot with only an old, clunky AC unit struggling to work. The worst part came at 1:30AM, when I saw a bug crawling across my phone screen while I was in bed. Horrified it might be a BED BUG, I jumped up and tore back the sheets. A $10 bill fell out from between the layers… proving without a doubt the sheets had not even been changed. The mattress itself was stained and dirty and just horrible. I am disgusted I spent more than 10 seconds laying on it. I packed my things and slept in my car because I felt safer there than in that room. When I brought this to the concierge, they brushed me off and told me to call the next day. I called twice, only to be redirected to Best Western corporate with no real help or resolution. In one of the most stressful times of my life, this hotel failed me completely. Instead of the rest I needed so I could support my husband in the ICU, I was left exhausted, upset, and sleeping in my car. This property should be ashamed to carry the Best Western name. I would never recommend staying here.