hotel reds

sent today:

[dangr-us letterhead here]

Red Lion Hotel
Salt Lake Downtown
161 West 600 South
Salt Lake City, UT 84101

Red Lion and WestCoast Hotels
Business Office
W. 201 North River Dr.
Spokane, WA 99201

6 May 2005

To whom it may concern:

I recently had the opportunity to stay at the Red Lion, Salt Lake Downtown, April 29 - May 2. The staff was excellent, the location ideal, the views of the Wasatch Range extraordinary, the free WiFi convenient, and the rooms comfortable: I will probably never return. Most things in the hotel were as good as they could be, and for this class of hotel, quite excellent. However, the pervasive cigarette smoke in my two different rooms was intolerable, and exacerbated my asthma for much of my three day stay in Salt Lake City.

Some background: in advance of my stay, I called and requested a non-smoking room. I was told this would not be a problem, since the hotel was at 40% capacity for that weekend, and I would not be assigned a smoking room unless I requested one. On arrival at the hotel, I requested a room with a view of the mountains to the east, if there was something available that was non-smoking. The desk employee, who was extremely friendly and efficient, gave me a room in the main tower, on the top floor (9th) in that building, with a breathtaking view of the mountains. I was delighted. I settled in to prepare for my business the next day, and then went for a walk around Salt Lake City.

On my return, I noticed the room seemed quite smoky. I was surprised by this, since the hallway itself wasn’t smoky. I discovered the primary source of the smoke was the vent above the mini-bar. I opened the sliding doors to the small balcony to air the room out, and hoped it was a fluke. On my return from dinner, it was again quite smoky, but leaving the balcony doors wide open seemed to let enough air in to mitigate it. This was a workable solution until it became clear that cigarette smoke was billowing in from other balconies: apparently, people were considerate enough to not smoke in non-smoking rooms, but not considerate enough to realize that the balconies were very much in a shared airspace.

It was late, and I was tired. I decided to just close the balcony door and deal with the stale, foul smelling smoke coming in through the ventilation system, rather than invite plumes of fresh, foul-smelling smoke from as many as a dozen other balconies. The next afternoon, my business partner arrived, and immediately on entering the room, asked me if I had a smoking room. I agreed it was disgusting, and went down to the front desk to see about changing it. The front desk was busy with arriving guests at the time, so we went to our business appointments and dinner, and I went back to the front desk that night. The woman at the desk was friendly and understanding about it, though she expressed surprise that smoke would be a problem, since the 9th floor was, according to her, an entirely non-smoking floor. Nevertheless, she happily agreed to move me to another room, and within minutes, I was moving my things to the sixth floor of the main (north) tower.

While this room initially seemed better, it quickly became clear that the entire hotel was going to be a problem for smoke, since people on nearly every floor were on their balconies, at one time or another, smoking. In other words, I could not leave my balcony doors open to get the delightful fresh air; instead, all I would get was the foul, noxious cigarette smoke of other guests. Indeed, my next-door neighbor was smoking on his balcony, as were at least ten other people on various floors around me.

I had another couple of very minor complaints: the pool and spa, advertised on the hotel’s web page, was (apparently perpetually) in a state of remodeling. The tub in the second room backed up to several inches of standing water during my shower on Sunday morning. But in truth, these were minor irritations, the likes of which can, and do, occur at any hotel. The smoke being everywhere, however, was the worst I’ve ever experienced at any hotel in the United States.

Some of it probably has to do with the hotel design: the nice curve which allows for beautiful views for so many rooms also means that the airspace is more shared than might be the case on a flat wall. I do understand that, as a business, you need to provide accommodations which are acceptable to all of your guests. I further understand that this means smokers and non-smokers. However, it seems that there are a couple of things you could do to lessen the problem: first, it’s crazy to have non-smoking floors above smoking floors, both for ventilation purposes, and the outside balconies. If smoking was explicitly prohibited (and accordingly signed) in the rooms and on the balconies of all lower floors, say, first through fifth, then it could be allowed on the upper floors, six through nine, with much less impact. Better still would be to prohibit smoking (and post corresponding signage) on all of the outside balconies on at least one of the (five? six?) sides of the hotel. Ideal, though admittedly a significant undertaking, would be to completely prohibit, and sign, smoking in all areas of one of the two buildings (either the north or the south building.)

I am not telling you how to run your business, any more than I would expect you to tell me how to run mine. Rather, I only offer these suggestions as workable ways to make your hotel vastly more pleasant to guests, who, like myself, are very sensitive to smoke, as well as those who simply don’t like it, and don’t want to expose themselves or their families to it.

In the next six to eight months, I expect to return to downtown Salt Lake City for business between ten and fifteen times. Were it not for the smoke problem, I expect that I would return regularly to the Red Lion, as I was genuinely delighted with most other aspects of the hotel, especially the staff, location, and scenic view. Unfortunately, if the smoke problem remains as it is, I will not return, nor will I recommend it to friends and colleagues.

I look forward to your response(s), by return letter or e-mail, and thank you very much for your time.

Sincerely,
[dangr]