I am a Gold Member and have never had such a terrible experience before.. The Front Desk Manager, Derrick, told me that the hotel shuttle would be available to take me to the airport at 0600 when I checked in...but it was not! Their service did not start until 0730. I ultimately missed my flight after waiting for an Uber and arriving just in time to meet the morning rush...which I was avoiding with my originally scheduled flight. I was put on a different connecting flight to Florida and was unable to use the transportation previously set up. This ruined the start of my vacation with my sisters in Florida before I went back overseas, as I lost time and money. The young man who worked the morning shift said that Derrick had done this a few times before. Hopefully the other guests did not have as many inconveniences as me. Unacceptable. I have no idea how someone can be in management and not know basic hotel operations.
The hotel is showing its age. Is not as clean as it should be. There are better options in the area. Hopefully it will see a renovation soon.
Great, friendly staff, clean, nice sized rooms, could use more updated and newer decor. Located in Westport, nice area around the hotel, shopping and eating a few miles away. Definitely need to update the rooms, hotel should be downgraded because it's so freaking old in the bedrooms..geezz
Things are not completely open, yet due to what we have all known too well for the last year.
The staff is great.
The amenities are what suffers..like breakfast etc...
Staying again now.
Although somewhat limited because of Covid-19 restrictions, the hotel staff did they're very best to accommodate and help us if needed. Rooms are comfortable and clean.
Very unprofessional!! Non refundable rooms but you never showed and still get charged to full amount. I understand a inconvenience fee but $200 for not staying there.
Even though the stay was pleasant, the hotel is showing its age. Some furniture is older and not aging well. I.e. broken legs on tables. The foot of the bed was higher than the head of the bed. The security latch was not working / missing on our door.
Please address the security latch.
The rooms were dirty as get out. We did not get new bath towels and were there for two nights. The AC was super loud like previously mentioned sounds like a space ship. The front desk clerks were super friendly. The hotel was way overpriced and looks like nothing has been maintenanced in years. It was so bad that my daughter was in the internet room and while she was sitting there a chunk of the ceiling fell almost hitting her in the head. Unbelievable!!!!!!
Small rooms, but good enough. No microwave. Good indoor pool. Safe area.
If you have a mask policy, enforce it! It was like the wild wild west. At least 100 kids in a hockey tournament not wearing masks, taking up room in bar, cursing, rude, and no one disciplined them. Horrible vacation.
Decent location. A little hard to get in and out of though. Great view of the free way for my son who loves big trucks!
Stayed for Valentine's Day. Freddie the front desk person was very nice. Our room was warm and comfortable. I would definitely stay again. Oh, and the cookies they give you are great.
The hotel is nice. My problem is that two days prior to driving 5.5 hours to go there, we called to confirm the pool and hot tub were functional. We were told yes but when we arrived they informed us yhey were NOT functioning.
Five and a half hours of driving wasted!
I've contacted corporate and am waiting for an apology, some discount, or credit back.
I hope they contact me and sound like they care or I will let everyone know how dissatisfied we are.
What a shame.
Stayed for Valentine's Day. Freddie the front desk person was very nice. Our room was warm and comfortable. I would definitely stay again.
Not what we expected, rooms were dirty,bedding was stained and rooms need major upgrading. Unfriendly check upon arrivial in and looks like the hotel is in a residential area with no restaurants nearby. This hotel is not a 3 star hotel which states on website more like a 1 star not a good experience.
A little down the road is The Sheridan which I stayed before that was clean and is definitely a 4 star hotel.
Looks nice at first, but lacking in details. No comforter in the room in January, just two cotton sheets. Bathtub was chipped and old, even on the "Hilton Honors" floor. Wifi is slow and doesn't even have a premium option for diamond members. Smallest TVs I've ever seen in a Hilton branded hotel, maybe 30 inches. No alarm clock in the room. Thermostat appears to works at first but was not actually hooked up to the unit, there were separate controls on the unit itself so that was very confusing at first. At least the staff was nice.
It's an impressive building, easy to get to off of I-270, but not conveniently located for most St. Louis amenities. The desk staff are courteous, but need to be more knowledgeable about transportation, dining & entertainment, especially with the variety of COVID restrictions between City & Counties. The bartender was a nice guy, but the Coors Light was skunky from being old &/or getting warm then cold again. The draft beer was warm out of the tap. The restaurant was very limited & the best option wasn't even available. The rooms were tidy at first glance but when you look a little closer, you see that walls need scrubbed &/or repainted. Bed & furniture were comfortable.
I do quite a bit of traveling for work and the last thing you want to worry about is the hotel you're staying in. I'd give this place 10 stars if google allowed it. They have been very accommodating, even when I had to move my check in up to that week when originally it was planned 2 weeks later. The staff is wonderful and very kind. Best of all its clean! You feel comfortable here even with all the COVID-19 restrictions and procedures. If you're traveling to the ST Louis area for work or even just a get away, do yourself a favor and stay here. Everyone and everything has been exceptional. 10/10 and I will definitely return.
My daughter and I stayed here for a soccer tournament. When I first came to the room, it was nice and clean. After using the bathroom, the toilet would not stop running. I went down to the front desk to inform them of the issue and was told they would let maintenance know of the issue. After looking at it myself, I found that the flap wouldn't shut after flushing. I went back down a couple hours later and informed them maintenance had not shown up yet and that it continues to run. Was once again told that they would contact maintenance. In the morning we left for our soccer match and no maintenance and the toilet continues to run. Once again informed the front desk and they looked in their book and had no note from my room that there was an issue. Left for the match at 6:45am...came back at 2:30 and toilet was still running. Went back down to the front desk a 4th time and asked them to contact maintenance as it still continues to run. Still waiting....in the meantime, took the lid off the toilet and have it sitting on the bathroom counter. Showed my daughter what she needs to do after flushing the toilet.
All I can say is the ladies working the front desk were Awesome!!!
The beds were comfy
The continental breakfast was a continental breakfast..
My only problem with this hotel...
Y'all took the coffee away too early. I think it should stay out 24/7😊
Thank you for an awesome visit ❤️
Staff members have been nice. The room is nice. We found used soap and open containers of shampoo in the shower in the bathroom. Otherwise clean.
Employees are all wearing masks and there are signs on the entrance and throughout the lobby and on each floor asking guests to wear masks. However there is no enforcement and most guests are not wearing masks or practicing social distancing.
The stay was horrible and I don’t recommend staying here. The toilet in our room wouldn’t flush so we had to switch rooms at 11pm. Before making reservations I was told the pool and hot tub was open and after checking in they told us the hot tub is not working and the temp in the pool was below 0. My family didn’t not get a chance to enjoy the stay. SAVE YOUR MONEY
Great place to stay. It was a bargain and quite nice, with a great staff and nice facilities. Room was very clean and extremely nice. Reception was very friendly and helpful. To-go breakfast because of COVID-19 but it was a good selection of pastries, fruit grain bars, juice, coffee, etc.
Just because they don't have a microwave and fridge, which is needed for all hotels. The pool was full one day and then empty. They didn't refill it...this was also on a weekend(saturday). It didn't rain or anything, not sure what that was about but i called down and asked. They basically stated no one could swim due to no water in the pool, late that night there was water in the pool so i was confused about that. Other then that it was a lovely stay. Breakfast was wonderful!
Both ladies that checked me in and checked me out were beyond nice to me. I was VERY upset that I was not able to use the pool or the hot tube. For one, the use of the pool had a sign up sheet because so many people were allowed in there at a time. Which is completely understandable with Covid but they should make it known on their col website that there is going to be limited access and if you plan on using any of the amenities then you need to sign up a head of time. Everyone that was checking in had no idea that was the situation. Secondly, the hot tub was down and not working properly, that should have been noted on the their third party websites like Orbitz. It was me and my partners anniversary so we had planned to go to the hot tub later in the evening when their was less crowd to relax in the hot tub kid free, enjoy each others company, and talk in peace for a while. That was one the reasons why I chose The Double Tree was for their amenities that I didn't even get to use them. The check in lady apologized to me multiple times which I defiantly appreciate and saying " They must have not updated all websites" which I believe is completely unprofessional we are more than half a year into this pandemic. Things should be updated so customers are away of what they are paying for. When booking it stats that hot breakfast would be served and I got a bowl of cereal and milk at a 4.2 star hotel.It would have been nice to know that they would only be serving prepackaged food.
Had some hiccups in the beginning but everything turned out great. Staff was very helpful and answered all questions and concerns we had.
When we arrived in our room it was poorly cleaned. The bed was only partially made and there was still food from the last guests in the refrigerator. Then we tried ordering a couple of cheeseburgers from the restaurant. It took over an hour to get it and when we did, it was cold. The fries tasted like they had been cooked in old oil that they had cooked fish in. It was not worth the 15 dollars a piece. The worst was that there was a baseball tournament going on and they came in and took over the whole place. We couldn't even go out to the parking lot without being surrounded by them. Many of the players kept playing ball in the parking lot and i almost got hit several times by a ball. We also couldn't use any of the other areas of the hotel because they had taken over everything. When we checked in we were told we had to sign up to use the pool which we did but in our alotted time the pool was completely over ran by the ball players. There were more than 20 of them in there even though according to the hostess max amount of people was only 15. We won't be staying at this hotel ever again and will not recommend it to anyone.
The hotel overall is nice and in a good area. I do have some issues that made my experience to not be so great, the ac in my room was not working, I called the front desk to get some help we both came to the conclusion that the ac control needed some new batteries, someone was going to come up and give them to us, I waited a little more than an hr in a room that felt like it was 90 degrees inside until I finally sent my husband down to get them. My husband switched the batteries and it didn’t work either. I Called the front desk again, there was a new staff member told him my problem again and he offered to switch rooms but he was honest and said we will need to come down because he was all alone and couldn’t come up.. also, I do want to thank the asst. manager for being helpful with a miscommunication on my time slot for pool time.
Overall, If the front desk is unable to come up I would appreciate if thats communicated rather than having the customer wait for a long time.
Clean and the service was great. I would give them 5 stars but I called to confirm they had shuttle service. They said yes, runs every half hour. What I didn’t know, they didn’t say and I guess I should have asked was, what time does the shuttle service start? We needed it at 5 AM. It didn’t start until 7 AM. We had to now scramble to make in time. We did, but I have never stayed at a hotel, that advertises shuttle services and only shuttles part of the day.
This DoubleTree looks and feels grand! I'm a neat freak anyway so this met my expectations! With St. Louis having the mask ordinance, some people did not comply with signs posting mandatory face masks. The staff seemed to be relaxed about customer adherence, although the staff was masked up. We were pleased with the setup. We didn't spend much time on the premises. However, DoubleTree has won me over from our treatment in NE just one night before. As long as the brand stays COVID ready, I'm in!
This place was awesome. I was really excited that they give you a loofah and even liquid body wash because I've never seen hotels do that. Also the room was really nice and the shower had the towels inside of it on a rack above which was extremely convenient. Pool and jacuzzi 😍 (they have towels in the pool room btw)
Complimentary breakfast too. I wish more hotels were like this one.
My family and I took a trip to Maryland Heights during phase 3 of the state opening up at 75 percent population-based. I was very concerned as COVID 19 has reached its peek, however safety first. The wonderful staff at this place made sure my family was safe, treated well, and made sure room service was superb. Not to mention the cookie omg is the best. Great experience
Stayed here two nights. When we first went to room, we found it dirty, questionable stains on carpet. We requested a different room and they give us one. The second room we found unidentified pills on bathroom counter the maid missed while cleaning. The rooms need updating bad. The front desk staff were very nice,but we will not be staying here again.
I am giving 5 stars purely because of the concierge, Janae, who helped us. We were given the wrong room due to booking through Priceline and she fixed it immediately no questions asked. She was attentive and put the guests first. I tipped $20 to the room which I hope goes to her. Double Tree is lucky to have her!
Great stuff, huge hotel. I would say that they definitely need a remodel though, when you get to the hotel everything seems to be new and updated downstairs but when you get to the room it's like it has not been touched since the early 2000's. The beds were okay, not very soft but not very uncomfortable. The breakfast was absolutely amazing, they had a really good yogurt granola combo, bagels, croissants, juice.
Nice staff. Rooms dingy. Changed rooms once due to the first smelling like curry chicken at a super 8. Hallways were so hot as well as the lounge area at the bar. Bar was closed as well as the pool. Virus I know... Better options close to this hotel. Disappointed to say the least.
Great ppl. Great svc. Very clean and the staff is very accommodating. Stayed twice already and they never fail my expectations
Standard rooms are ok and the price is fair. The rooms are clean but when getting off the elevator the floor smelled awful. Trash outside the doors and smelt like mold, very strong order. The suites are very nice and spacious. Not the cleanest hotel I've stayed at but definitely one that would due if last minute. Still a good choice but could really use some better cleaning practices.
The 1st room that I was given, the refrigerator didn't work. The soda machine and ice maker were also not working. Asked to be moved, was advised that I was being upgraded to the 11th floor which is for Hilton Honor members, this room appeared to be smaller than the 1st room and this refrigerator had old food in it. The hotel smelled like an old swimming pool w/o the chlorine. This is my WORST experience booking with priceline.
This DoubleTree exceeded all of our expectations! Everyone was very nice, the rooms were clean, the beds were comfortable, and our kids loved the pool. The breakfast buffet was not open during our stay, but Young Ae more than took care of my family. She made us feel right at home in the restaurant. She was a great server and provided welcomed conversation with us and our kids. It was a short stay, but she was the star of it! Thank you Young Ae for making us feel so valued! We will absolutely be staying here any time we come through!
I will always be impressed by DoubleTree. Every single employee I've ever met is kind, courteous, and eager to make your stay as perfect as it can be. The hotel itself is very nice, but still homey and comfortable. The artwork all around is neat and not "hotel art" in my opinion, which shows they took time and care in choosing the pieces. I also had trouble with my keys not opening my room door so they moved us to another room immediately and gave us free breakfast for our trouble. I'll try to stay at a DoubleTree any time I travel because of all this, and come on those cookies they give out for free are warm and delicious;I would come just for those!
We had a school event - Mother/Son Senior Prom - here. It was tasteful and well done. The bartending staff was super nice, friendly, professional, and good at what they do... drinks! The wait staff was quick, friendly, and respectful. My only 3 issues are that it was hot for a dance, ESPECIALLY the restrooms. During the event either of the 2 ladies restrooms were completely closed for maintenance (1 at a time), leaving only 3 stalls for a party full of ladies, which was definitely inconvenient. And the wait staff was very quick to clear tables, too quick at times. They cleared drinks even if they weren't finished. So you'd go to dance and come back for a drink only to find your drink gone and you'd have to get a new one... again. But they definitely kept the place clean! Regardless, a very nice night, and thank you Doubletree! I loved the potatoes that were served with the chicken plate!
We did not stay in a room, just attended a 4 hour event on a Saturday night.
On business trip. First night changed rooms 3 times to find one with hot water. Second morning had no hot water for shower. The water was ICE COLD. This is not a recent issue.
Service was okay, but the room and breakfast was... Not. I paid extra on booking through Hilton's website for wifi and breakfast. We didn't have access to any wifi other than what was listed as "free." We did not receive a voucher for our breakfast and weren't put on their list, so we had to get one from the front desk (which the hostess was very kind about getting for us). We had NO HOT WATER in our room and tried calling the front desk to see if they were having issues, no one answered. They also charged a $10 deposit that nobody told us about. It was "surprise, your bill is $10 more than your booking confirmation shows."
The breakfast though... Not even worth the 2 minutes it took to get the voucher. The oatmeal was slimy, the sausage was like a rubber hose (the casing was THICK and couldn't bite through it??), the breakfast burritos were okay, but the tortillas were somehow soggy and super dry at the same time so it just kind of disintegrated. They had no orange juice, and there were no eggs for about 20 minutes after we sat down and were getting up to leave. They charge $17 for that breakfast buffet. Per person. What's worse is someone came behind us and wanted the continental breakfast, which was only $9, and they were told that they don't actually have a continental option but could just take $7 off the full buffet price. So... If you order the full buffet, you pay $17, but if you order the continental, you get the same full buffet for $10??? Squeeze every dime out of us you can.
Better than your neighborhood motel six, but Jesus H this was not worth the price of the room. Should've just stayed home.
It started as a 10. The desk was great, the food was very good for our event and the event service was wonderful. I had no issue till I requested a late check out and was given a new key. I had to have that key reset several times before I checked out just so I could get in my room.
Safety and customer service concerns. I checked in and out of this hotel at the front desk and they did not acknowledge either and charged me a cancellation fee. So any stranger could have come into my room while I was sleeping? This is not one, but 2 mistakes. I have been trying to get my loyalty points, unsuccessfully, since they will not acknowledge that I even checked in. The bigger issue that I realized is around safety and I’m just glad that someone else did not enter my room while I was sleeping.
This was a nice centrally located hotel for us. I love getting a good quality hotel for a price that will not break the bank. You really can’t go wrong with a Hilton hotel.
Have stayed here in the past and enjoyed my stay but unfortunately this stay was different. Dirty sheets were left outside of our room for the duration of our stay and management would not remove them. Was definitely disappointed in my stay this time.
I really enjoyed my stay. Bed was very comfortable. Great TV channels
Simeon at the front desk was excellent. Briana in the bar area was great, and the ladies for breakfast was outstanding. I will definitely stay here on my next visit.
The staff was excellent. I hate the extra taxes I know you can't help that. Your buffet breakfast was not good. It cost 50 bucks for 4 people. It's simply a free continental breakfast everywhere else. We stayed 2 nights. The second day we ate breakfast elsewhere better. Our room was ok. The shower faucet was installed wrong . Sorry when I have to pay good hard earned money I want the best. Thanks
All Staff members whom I interacted at front desk, bar, breakfast area and housekeeping are all awesome. I am a diamond member now and was requested to provide feedback during my stay through text and were ready to assist. Breakfast staff was able to get my breakfast packed quickly as I was running late. Bar tenders do great job too.
So typically I am not one to leave less than stellar reviews but first we will start with the positives. The check in staff was friendly, the warm cookies were a delight, the parking lot was spacious and the elevators seemed nice and maintained. The beds were also comfortable. The only negative was the room. #1 the AC was loud, #2 the toilet was running constantly, and it felt like there was a chair or a couch missing from our room because there was an empty space that looked like wasted space.
Remarkable stay! Lots of fun guests. Spa-like experience for us all! Great amenities. Verbena soaps and shampoos happen to be my favorite. Pool is very relaxing!