We always stay at a Hilton Brand property because of the consistency in cleanliness and service but this one missed the marked!
We had 2 rooms reserved for a 2 night stay. Our traveling companions had a room on the 1st floor which had a strange odor and a toilet that had not been flushed with urine all over the seat and commode!! They called housekeeping and they did clean the bathroom within 30 minutes, however it makes you wonder if even the sheets on the bed were changed. We had a room on the 3rd floor and outside of crackers under the kitchen table and someone else’s nightgown in the bathroom, it was ok.
The next morning, after a stale breakfast, we left the hotel around 9am and returned at 5pm to find that our room had not been cleaned. I called the front desk and immediately was told I probably left the “do not disturb” sign on the door. Nope – we didn’t even have one in our room! They said someone would be by shortly. We left again and did not return until midnight and nothing had been done – no fresh towels, nothing. I called downstairs again, and again received the same curt accusation. Finally the maintenance guy brought us some clean towels.
Additionally, there were several high school aged basketball teams staying at the hotel. They overran the common areas (when we checked in they were all in the breakfast area having a lunch buffet!!) and were extremely loud and rowdy. The hotel has you sign a sheet stipulating their policy regarding disruptive behavior and parties, however they don’t seem to uphold their end of the contract. You would think something would have been said to them.
This was our first time staying at a Homewood Suites and it will be our last – never again!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
3 August 2011
Dear g35girl,
I appreciate your candor on your feedback of your recent stay with us. I sincerely apologize that your stay wasn’t the quality you expected and deserved. I understand the freshness of the room was of concern during your stay and guest satisfaction is my highest priority, so I have brought your comments to our hotel team to ensure our housekeeping standards are met. With regards to the noise issue, I apologize that you're comfort was interrupted by other guests and this has also been brought to our team as well so these types of situations are under control and do not interfere with other guests. Thank you for bringing this to my attention and I hope you will consider staying with us the next time you travel to St. Louis or any other Homewood Suites property.
Regards,
John Hackett
General Manager”
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC