Chic SLC Downtown Studio Loft - Walk to Shops

Very Poor
Traveller Type: Business Traveler
  : I thought the location was ideal, unfortunately the host of the property never let us in. Upon contacting Evolve customer service, Erica was unhelpful and left us stranded without a place to stay at 8PM.
  : The customer service was very poor. They didn't care that we were left stranded. The company was focused on the property owner, rather than me, the customer. I spent 2 hours stranded in a parkinglot in downtown Salt Lake with no place to go. I WILL NEVER BOOK WITH EVOLVE AGAIN. Erica the customer service agent wouldn't return my calls and blatantly lied to me. We arrived to the property around 8pm on check in day. The host did not answer the phone so we could be let in the property. I called multiple times. I called customer service for assistance and they said I had to wait an hour to allow the host to respond even though it was way past the check in time. Being as we had hiked all day we were displeased but we had no other option. After one hour, I called customer service for an update. They informed me they had spoken to someone in the host's "team" and to please give the host 30 more minutes to sort things out. We waited again, dirty, tired, and hungry from a long day of adventures. The original customer service agent would not take my call after the wait time and passed me to another representative. The new representative informed me they could not get ahold of the host and would refund my money within 7-10 business days. She said she would email me a list of other properties they manage in the area and I could try and rebook myself. I am still waiting for that email almost a month later. Imagine yourself with your husband and a small child in the middle of downtown on a vacation with no where to stay. At this point it was almost 10pm. We got a room at an airport hotel for the evening and booked with a different rental company in the morning. Evolve offered no compensation for the inconvenience. I previously had a great experience at their properties in Alaska but with such horrible customer service and experience I will NEVER chose Evolve again.