TownePlace Suites by Marriott St. Louis Edwardsville, IL

My family came from Australia for a week around the holidays, and the experience was disappointing. There was no Wi-Fi the whole time, which was hard for people traveling and working internationally. The toilet broke, and we were told maintenance probably couldn’t come until the next day. When we asked for more soap and towels, they said we’d have to wait until the room was cleaned the next day. We accidentally left a couple of things behind and called that day so family could pick them up, but were told they weren’t there.

The manager’s apology and unexpected correction were more than satisfactory. I wasn’t expecting further discussion or a refund, and appreciated the explanation of how the hotel could better know about and accommodate the situation. I’ve changed my overall rating from 4 to 5, but haven’t knowingly changed my original review. The kitchenette was nice and would’ve been great for a longer stay; the room was comfortable and the area seemed okay, though the shower glass could’ve been cleaner. I thought the $50 pet fee for a service animal was reasonable. The pet waiver goes against ADA compliance, though, and our service dog was denied access to the dining room. We could sit with her by the front door in the lobby, which worked for us but may be difficult for others. It was late after a long day when we checked in, and I didn’t think the pet fee wouldn’t apply. I may not have read the waiver carefully enough, and I did sign it. At the entrance and on our morning walk, our dog was off duty without any signage or marking. This was our first trip of this length with a service animal, and I agree I was partly responsible for the issue.

The breakfast was surprisingly good, and the hotel was clean, quiet, and comfortable. My daughter and I stayed during a big transition and felt safe and welcome, thanks to most of the warm, helpful staff. I’d recommend the place, with one concern. One front desk employee interacted with my teen daughter twice, when she asked for a replacement for a broken remote and when she bought a snack. She was met with suspicion and treated more like a problem than a guest. It wasn’t a huge scene, but it discouraged her as she’s learning to speak up for herself. I know people have bad days, but I hope every guest, especially young ones, gets the same kindness we received from the rest of the team. Thanks for a mostly wonderful stay.

The room was clean and the bed was comfy, so I got the rest I needed before getting back on the road toward Georgia. I was only stopping overnight on the way south. The night desk staff were quick and bright-eyed getting me settled, even though they weren’t busy. Coffee was ready and hot in the morning. I skipped breakfast but took a banana for the road.