St. Louis Airport Hotel

The hotel staff are sweet and kind, thank you to them. Please check the rooms more carefully so the linens and shower curtain are clean, and fix the carpet that's coming up. Guests could trip on it. God bless you. #606

The room looked as described and felt oddly out of place beside the run-down exterior, but the first impression and stay were extremely disappointing. When I arrived, the property looked deserted, with little curb appeal and poor lighting that made me feel unsafe. The lobby floor was flooded, and a maintenance worker was drinking something that appeared to be alcoholic. I had to wade through puddles to reach a frustrated but polite front-desk agent, who seemed overwhelmed. He said the elevator and key-card machine were out of order, and only rooms on the 4th, 5th, and 6th floors were available. No one offered any accommodation, and he had no manager he could contact. I was only staying one night before an early flight, so I asked to see the room before deciding. The agent said he'd have to escort me, and we went around the outside of the building to reach the stairs. There was a strong marijuana smell in the area, and at the top of the stairs the odor of wet carpet mixed with cigarette smoke was overpowering. I stayed the night anyway. In the morning, a notice in the lobby told guests to call to check out. I called seven times, was repeatedly sent to voicemail, and couldn't reach anyone. The next day I spoke with Tia, the General Manager. She didn't sound genuinely apologetic and described things matter-of-factly. She said she would refund the stay, but I still haven't received it.

I stayed three nights and had no hot water on two of them. I've traveled a lot and never seen such little care. Staff spent more time watching videos on their phones than looking after guests. One staffer sat in the lounge watching her phone, and when a customer came down to check out, she didn't move, just told them to drop the room key in the bucket. There's no airport shuttle. I never saw coffee in the morning and don't know if they even have any. At night there was also the smell of someone smoking pot. If you have other choices, don't stay here.

We booked through Booking.com and paid in full up front, but the room we'd reserved was filthy when we arrived, with bedsheets on the floor and dirt everywhere. We asked to have it cleaned or get another room. They provided a different one, downgraded from what we'd paid for, and offered no refund. We had also paid a pet deposit up front, but a staff member named Anthony told us we'd need to pay another deposit to keep the pet with us. By then the warning signs were everywhere, so we left. When we tried to get management to make it right, we discovered they'd charged the pet deposit a second time. That charge still hasn't been refunded, so we were billed twice for one deposit as well as for a room we never stayed in, after being downgraded because the reserved room wasn't available. I'm disputing the incorrect credit card charges now. Management still hasn't responded despite multiple attempts to contact them. I recommend staying far away from this place. They are definitely on the up and up.