Marriott St. Louis Grand

We paid for valet at 10:14 pm and still had no car at 12:42. We left the event early because the crowd was building, hoping to beat the rush, but instead I missed my son's performance and couldn't find anywhere decent to eat. The valet attendant kept saying she was on the garage's 8th floor and that the line was moving, for over two hours. Staff blamed the garage, and the garage staff blamed the hotel. I was furious, and after all that waiting, I better get my car back without a scratch. I also met some women staying at the hotel who said they'd been moved to another room twice because there was no hot water. They were told the furnace was having problems. My husband and I came for an event, and the service here was deeply disappointing.

The Arch was the reason for my visit, and I loved the museum, the view from above, the river cruise, and the Old Courthouse, where the Dred Scott case was heard. The location made it easy to get around. My room on the 18th floor was handy for the concierge lounge, which had coffee and creamers all day, a small breakfast each morning, and friendly staff who kept it clean. The bed was comfortable, and I liked the large windows and curtains. But the room had a dead bulb, a broken toilet seat, and peeling bedroom wallpaper, things housekeeping should have noticed. My welcome at the desk was someone shouting, "The line starts back there!" even though I wasn't near the desk yet and two agents were already helping people. The staff generally felt more like what I'd expect at Newark airport than at a Marriott. As a Bonvoy Platinum member, that was disappointing. At least I'd booked with points instead of paying cash.

I woke up and turned on the lights in the morning to find red stains all over the mattress and blood on the pillow. After a long road trip, I'd gone straight to sleep without checking the bed. I spent the whole night on that bloody mattress. I would post the video if I could. It's been more than three weeks, and nobody has contacted me or even tried to apologize for putting my health at risk. This was the worst hotel experience of my life. Do NOT come here.

There was no hot water, the TV didn't work, and the heater was broken, so the room stayed cold and unpleasant, especially at night. Those are basic things you'd expect in a hotel, and paying a premium rate for a room without them, or even entertainment, is unreasonable. I reported the problems, but the staff provided no effective fix. Either they didn't take the issues seriously or couldn't resolve them. This stay fell short of even minimum expectations, let alone Marriott's advertised standards. I wouldn't recommend this property, and I'll think twice before coming back.