Embassy Suites by Hilton St. Louis Airport

The airport shuttle was wonderful. I had to call to arrange a pickup, but they got me and brought me back quickly, with no other issues. Breakfast was good, and I liked the coffee bars. We chose this place so we could drop our son at the airport first thing in the morning. Our room, though, didn't seem ready. The AC was blasting cold air, so it felt like we were still outside. The tub was very dirty, with soap scum and yellow stuff on the bottom. The shower bottles were empty, with no shampoo, conditioner or shower gel, so I used an already-open bar of soap. It seemed like they had just tossed clean linens into the room and called it done. The beds were uncomfortable, and housekeeping and customer service were lacking. We weren't offered water at check-in, and my message in the app got no reply. I've had much better hospitality at other Hiltons, like their red wolf embassy location in Arkansas, where messages get answered within seconds and they bring what you need to your room. I wish the standards there carried over here.

The hotel is showing its age, and the sofa bed was my main complaint. It was disgusting, stained all over and dirty. The front desk and bar staff, the person at the omelet station, and the shuttle driver were all great, though. The staff made up for a lot.

We spent over $40 on an Uber for a ride to the airport, which was less than 10 minutes away. We'd been told the shuttle ran every 30 minutes and to come down about 10 minutes early, and we'd requested it for 3:30 a.m. But when we reached the lobby at 3:20, the new front desk worker said no shuttle had been reserved and there was no driver. The night before, getting basic bedding for the kids had already taken nearly three hours. They slept on sofa beds with no sheets, blankets or pillows, and there were no extras in the room. I called the desk twice to ask for bedding and two extra pillows, then went down in person after two hours. The woman acted as if I were crazy for asking for sheets and said all the pillows were behind washed. We eventually got pillows nearly three hours after my first call. We had kids who needed to get to bed, and that wait was unacceptable. The hotel was run down and filthy, and the bathroom was nasty. I've stayed at many Embassy Suites and never had such a bad experience. We picked this one for the early airport shuttle, and it was a total waste of money.

The front desk staff were amazing, both the Thanksgiving second shift and the first shift the next day. But neither the pantry nor the breakfast area had whole milk. I arrived very late with my one-year-old already asleep, so I didn't notice the room's problems until morning. The floors clearly hadn't been vacuumed, there was a stain or something odd on the couch, and I found hair on two of the three bath towels and on a chair base that already looked unclean. The toilet seat wasn't fully clean, either, and the room smelled strange. I was very disappointed.