Let me preface this by saying that we have stayed at this hotel probably 10 times previously. This time, however, we were in room 820 on the top floor. When we checked in and got to the room, it was very warm (81 degrees), which is fine, as the A/C was off. We turned on the A/C, and after about 20 minutes the temperature had not moved, and the air was not coming out cool. The windows do not open either. I called the desk to ask if the A/C was working, and they said they had someone on site working on it, and it would be working soon. That's fine, we were heading out to our event anyway. We left at about 5:30, and returned at about 9:45 pm, where we found the A/C to still not work and the temp in the room was now 82 degrees. The front desk declined to move us to another room (our friends were in room 302, and said it was 73 degrees in their room). We ended up packing up and leaving the hotel to go elsewhere at 10pm. The hotel is refusing to offer a refund for our 'stay'. So, I paid $194.83 for a suite that was 82 degrees and not sleepable. All of our future annual business (and our friend's business) will be oved to the Marriott a couple blocks away. I can handle a little bit warm, but 82 is hot, and the general manager apparently does not care...he must sleep with his temp set at 85 at home. The product you provide your customer matters, and customer service matters.....the manager of this hotel does not understand that and simply hides behind the official 'policy'...lame.

Our group had a booking for one night on April 16th/24. One of our group members went in to make sure check-in was available before we all unloaded our luggage. We were given the green light and all unloaded and went in. Once inside with our luggage we were informed that the air conditioning was not working and that it would not be working for two more days (it had been out since Friday. This left two questions, why did they wait for us to unload our luggage to tell us and with 4 days notice why had we not been notified previously? We decided to stay and proceeded to our rooms which were dark but clean. One of our group members was given a suite on the third floor, (I believe room 306) which smelled DISGUSTING. It actually smelled like SEWAGE which was impossible to tolerate. I can't believe that room is being assigned to guests! The front desk seemed very laissez faire about the situation. They appeared to be unbothered and were not apologetic at all about the situation telling us the hotel was sold out for the evening and they could not switch our rooms. I found this a bit difficult to believe considering the gentleman who checked in before us left once he found out that there was no air conditioning. (He also voiced that he was displeased about not being notified in advance about this.) Another note to mention is while we searched for alternate accommodation it appeared to a few of us in our group that the front desk staff was talking about us in a gossip type manner, whispering and looking over at our group. (This is speculation I'll admit but it was the vibe a few people in our group felt). I loved that the hotels location is in the heart of Ogden, in a building full of history but I would not return or recommend others to if customer service is important to them.