I wanted to like this hotel, but the service i received made me hate it. i have a bad back and try to get bedboards (wood between the mattress and box spring) in the bed, and always call in advance to talk to the front desk about this. in this hotel, its almost impossible to reach the front desk to talk to them. I tried calling a few days before my arrival and pressed 0 for the operator. I held on for five minutes with no answer, and then was disconnected. This happened five times before i finally gave up. i finally called central reservations which is offsite (thank god someone answered there) and told them about my request. i called the morning of my arrival before boarding my plane and, miracle of miracles, someone answered at the front desk. the woman found the note, said she would take care of it and asked for my number and said she would call me back to confirm this was handled. NO CALL BACK. i then arrived in St. Louis and spent the entire uber ride into town trying to call the hotel. I called no less than 7 times, and each time, after pressing 0, sat on hold for over five minutes (each time) and then was disconnected. I had to go to a meeting before checking into the hotel so arrived at the hotel around 8 p.m. I asked the receptionist about the bed boards and after reviewing the notes, he said they didn't have bedboards and they hadn't been able to fulfill my request. I have a very bad back and have had multiple surgeries, so i was very worried that i wouldn't be able to move after sleeping on a soft bed. I asked this receptionist to have the manager call me, i wasn't happy that i couldn't reach the hotel by phone, and he told me the manager would call me the next day. OF COURSE, THE MANAGER NEVER CALLED. the receptionist did call my room about an hour later and said that he was wrong, they had put a bed board in the bed. i thanked him and repeated my request to have the manager call me. He assured me this would be done, he had the note. THE MANAGER NEVER CALLED then, to top it off, after i left (there was a line at the receptionist, and i was told just to leave my key in a box, they would check me out), i discovered that there was a charge on my bill for $60 that i had never authorized (i saw it on my credit card). I didn't buy anything, i didn't have any of their food, i incurred no charges at this hotel. I don't know what this is for, but i called and left a message on their billing extension to inquire about this charge. I wonder whether that person will ever call me back. while the room was large and was a mini suite with a separate sitting room outside the bedroom, i do not think i would ever recommend anyone stay there based on my experience.
102 Reviews