Residence Inn by Marriott St. Louis Chesterfield

We came to town for a graduation and were glad we found this hotel. Amy greeted us at the desk, and that first welcome really matters to me. She was amazing, and whenever we crossed paths after that, she always had a smile for us. She clearly knows customer service. The place was comfortable and clean, and the service was great. We’ll be back.

After this experience, I’m reconsidering my Marriott Bonvoy loyalty. A severe snowstorm forced me to cancel my trip from Louisville to St. Louis, and Delta had cancelled my flight, but the strict 24-hour policy was still applied. I was charged $199 for a stay I couldn’t make. I asked AAA for help. They spoke with Amy, the manager at the Residence Inn, but got no support. Then I contacted Marriott Bonvoy customer service and had what felt like the worst service imaginable. I’m a Gold Lifetime member with multiple future bookings, but my concern was dismissed and the representative didn’t take my feedback seriously. The call ended with a warning: “We are monitoring the number you are calling from & will contact the authorities if necessary!” It’s disheartening to see so little care for loyal customers. If this is how Marriott treats Bonvoy members, I’m switching to Hilton Honors. Be cautious if you’re considering booking with Marriott. It makes me wonder how much loyalty is valued, because it doesn’t feel reciprocated.

We were incredibly happy with our stay. The beds were great, the shower was adorable, and the rooms were excellent. The hotel smelled amazing, and the service was phenomenal. Absolutely fantastic place.

We’re four days into an eight-day stay, and getting housekeeping has been impossible. If your DND sign is up for even five minutes when housekeeping comes by, apparently your room won’t be cleaned and you have to wait another two days. Even the cable guy gives a four-hour window, but here it feels like they can disturb you during an eight-hour stretch unless you give up on housekeeping. None of this was explained, and they don’t even provide a DND sign unless you ask. I don’t expect much service, but if you need privacy, have meetings or work, or want to sleep in during the day, this setup makes things difficult.