Residence Inn by Marriott St. Louis Downtown

They claimed I smoked in my room which as many times as I stayed there this one time I smoked in my room no I don’t think so and they kept my deposit. They where very rude , there was no dishes in either room I stayed in . The couches were nasty with stains. And at breakfast there is a guy who works in the kitchen who hovers over you while you’re making your breakfast telling you how much to get how do you know it’s just one person in a persons room could have kids he doesn’t know they shouldn’t allow him to do that!

The hotel is ok but I really begrudge having money taken out of my account by way of deposit. I was told this would happen when I got to reception so couldn’t really do anything about it. I was also told the deposit would be refunded within 3-5 working days but it hasn’t been returned over a week later. I’ve just traveled across the USA staying in 6 hotels and only two did this and neither returned the deposit in the timeframe they themselves gave. Travelling on a budget this had a detrimental effect on my holiday. I wouldn’t stay here again for this reason.

Let me start with the good. Front desk staff was absolutely amazing. We were upgraded to a room with a balcony and each time I interacted with the front desk, they were incredibly friendly and helpful. The suite was perfect for my family to be able to spread out and rest after adventures. The cleaning staff and maintenance staff were also lovely when we shared an elevator or passed each other in the hallways. Each took the time to say hello. If we didn't have the other issues below, we would say this is one of our favorite places we have stayed. Unfortunately, the pool was highly chlorinated causing my children to cough so much that they only lasted a few minutes. The hot tub desperately needed more water and was not even lukewarm. Again, livable. We didn't come just to swim. My big issue was the breakfast staff. I have 3 children aged 10, 6, and 4. I was helping my 10 year old make a waffle, and I hear a very audible gasp as I used the heavy duty plastic cooking fork to help spread out the batter. Mind you, I wasn't touching the waffle machine. I was yelled at and told, "You can't do that! You will ruin the fork. Use the plastic cup if you must use anything." A few moments later, the same staff member told me, "You need to watch your children." I must have had a disgusted look because she followed with. "The utensils get hot, and you don't want them to get burned." First off, my younger two children were sitting while I got their food. Second off, if the utensils are that hot, are we not concerned for the adults as well? Another incident involved my 10 year old getting yelled at . He is independent and actually cooks on his own. So I was shocked that the breakfast staff basically followed him around and kept yelling at him for things. The final straw was when we had his waffle, had put whipped cream on it, and was about to put coconut on it. (Yes, he's weird, but beside the point). Another staff member yelled at him for touching the whipped cream with the coconut spoon. He nicely told her he hadn't and was being careful. She took the spoon from him with a towel in hand to wipe it, inspected it, and then put it back without wiping it.. because he hadn't touched the whipped cream with it - just like he said. The difference between the rest of the staff and the breakfast staff still leaves me in awe. Kids are guests too. If you don't want kids at your hotel, then make it kid free. Otherwise, please treat them with respect as they treated you.

It was good. Nothing to complain about, which today, is above average. Everything was clean, breakfast was exactly what you would expect and kept stocked. AC was loud at times, but we ran a noise machine and had no issues with sleeping. Odd bathroom layout, but was fine. Our room wasn't cleaned on Saturday (we stayed Friday to Sunday). I read there was a hotel cleaning staff strike that weekend, so maybe that's why? Customer service was good. Don't expect anyone to jump in or go above and beyond, but everyone seemed to know what they were doing and I didn't have any negative experiences. If I asked for something I was helped right then (I asked for change at the desk, needed help getting a ride to the theatre after I lost my phone (use the guy they have a card for, he ended up driving us around a few times and was reasonably priced and kind), and bought some things in the little store). Pool was busy, so we didn't use it. Saw several dogs and kids. We're family oriented, so we enjoyed this, but had no idea this hotel was pet friendly when we booked. Didn't see anything with pet cleaning issues. The hotel had the highest rating (4 out of 5 stars) in the area. The theatre we went to was aesthetically incredible! I would go back to this city for a historical tour if I ever got a chance and would stay at this hotel.

If you are planning for a group, I would strongly advise against considering this hotel. Chris, the sales director, failed to secure our group block and ceased responding to my inquiries after receiving all necessary documentation, demonstrating a lack of professionalism, organizational skills and reliability.

So many things wrong I don't know where to begin. The black mold in the room was unsettling. The complacency of the front desk and manager (jesse?) is still mind-blowing. The clerk, KRP, was rude at both interactions (checkin/out), she lied, then manipulated the computer system to make sure I wasn't sent an automatic review to fill out from Marriott. I explained the room issue to her and she said I would be issued compensation points. Those never arrived. When following up with Jesse, the manager, he said he would research the issue and would be back with by the close of business. Calling back 2 days later I was told he was on vacation. The rooms are filthy. The same piece of pepperoni was outside my room from the time I checked-in at 3pm to my departure at 10am. Black mold on the back of the bathroom door. Stay Away!

Check in was quick and easy but our first room had a horrible smell that we had to change rooms. Staff switched rooms without issues but no act of concern. Second room smelled better but was still not cleaned well. Rooms in need of remodel or maintenance upkeep. Ceiling has flaking paint, furniture and interior doors worn, and carpet stained. Pool and hot tub need cleaned with scum layer formed on wall sides and floor. Most of this hotel is just poorly cleaned. Never seen anything like it for a Marriott hotel.