Red Roof Inn St Louis - Westport/ Maryland Heights

I was picked up from DePaul Hospital by my son at 4:34 in the morning, and the hotel had only two rooms left. Everyone was kind and understanding, and my room was clean. Sachi helped me, a senior widow, get down to the elevator. The manager was helpful too, and the place felt clean and welcoming. Everyone I met was helpful.

We needed an extended stay because my partner and I were moving, and we couldn't just leave our cats behind. My partner also has a service dog. In the end we got only a 50% refund, so we still had to pay nearly $1,000 for a room we never got to use. We had paid close to $2,000, and losing that money left us unable to book somewhere else. We were effectively left homeless and on the street. I understand the manager didn't want to give up that money, but he refused to be reasonable and tried to bully us into dropping the issue. We had to push both him and Priceline to get even the partial refund. The booking terms did say stays over 28 days were nonrefundable, in a note at the very bottom, but why is there no exception when staff and the company break policy, lie, and try to get more money? The trouble started with the cats. We booked after confirming with the front desk that they were allowed, but at check-in we were told pets were up to management's discretion and the cats couldn't stay. We read the policy and called corporate twice; the manager later tried to backtrack after we complained. Their policy says two domestic animals are allowed, with a $105 monthly fee for stays longer than seven nights, and only additional animals are subject to discretion. But he said he'd make an 'exception' if we paid a $250 pet deposit plus $420 a month, charging $15 per animal per night. We believe neither charge was allowed under the policy. We'd already paid a $50 deposit that the hotel policy listed, but we only found that out after check-in because it wasn't on the website. The room hadn't been cleaned: the bed was unmade and the bathroom products had been used. My partner took photos before we left. After several calls, the manager said he'd checked the room himself and it was clean, and claimed he had photos. He got aggressive when we said we had pictures from check-in. Since we'd booked through Priceline, there were more calls, but the manager kept being out of the office and dodging them and us. When Priceline pressed him about a full refund, he said Red Roof wouldn't give refunds at all, then changed his story about allowing the cats if we paid those extra charges. Google won't let me upload the room photos or the pet policy, but I have them and will keep trying to find a way. Do better, Red Roof Inn. Don't stay here.

The bathroom was surprisingly clean, but I still didn't feel clean staying here. The bedding wasn't cleaned well, and the floors hadn't been vacuumed, so I'd bring my own things. The place felt kind of sketchy, and there seemed to be mold on the main room ceiling.

The room was comfortable and clean, and the area in St Louis County was quiet, so I had a peaceful stay. Check-in was easy because the guy on the midnight shift was relaxed, professional, and courteous, and made sure everything was sorted out. Redroof Westport should give him a raise. Thanks!