DoubleTree Collinsville/St.Louis

Staff were mostly friendly and pleasant, and the room’s cleanliness was a 4 out of 5. But room 254 wasn’t what we expected after good stays at several other Double Trees. We booked a king and got a queen. The bed was very uncomfortable, sagging in the middle and toward the headboard, like the support was gone. The toilet tank leaked into the bowl, so it refilled every five minutes. The sink stopper was missing, as if it had broken off and never been replaced, and the toilet paper holder was loose and poorly mounted, making the roll want to fall off when you pull on it.

We were in town for a dance competition at the conference center, and we wouldn’t stay here again. The pool was okay, though the deck was dirty and had rust on the floor. There’s nowhere to refill a water bottle except one Culligan cooler in the fitness room for the whole hotel. The hotel felt very dated, humid, and muggy. Our room wasn’t nice: the fridge was beat up, the safe didn’t work, there was mold in the bathroom, and the sticky floors and uncleaned bathroom had a fingernail on the floor. Moisture and humidity had made bubbles on the walls. The cleaning staff aren’t doing their job, and the old hotel isn’t being kept up. Pick somewhere else.

Housekeeping was very efficient with the daily room cleanups, and the old AC/heat unit worked, even though it was about 20 years old and hardly readable. Still, this Hilton was in somewhat run-down shape and seriously needs renovation. I’m surprised at the condition of a place in the Hilton chain.

A few months after our fall stay with a sports group, I got an email and phone call about a package mistakenly delivered to the hotel because I’d entered the address wrong. The staff looked up my past reservation and contacted me personally to help get it to me. They could’ve discarded it without reaching out, but took the time to track me down. That’s excellent service, and it gave us an even better impression of the hotel. During the stay, the front desk staff were welcoming and helped with directions around the area. We enjoyed our visit and will look to stay there again when we’re nearby. I’d recommend it to everyone. Thank you!