Hilton Garden Inn St. Louis Airport — Hotel in Berkeley

I booked this hotel for a staycation, because it advertised a hot tub and pool. Before I booked it I called the hotel to make sure the hot tub and pool were open, and they confirmed. The parking lot is very small- I was there for two days and the only time it wasn’t packed tight was after checkout, but I don’t mind a walk. I requested a late checkout and he said 1 pm would be fine. The room was pretty standard. There wasn’t a tub, and the shower was very dated and in bad shape, and the caulking was filthy. It leaked very badly. I took a ten-minute shower and when I got out the entire floor was soaked, and I had to use multiple towels to mop it up. The refrigerator was unreliable. When I got in the temperature was at 5. I was trying to chill a bottle of wine, and since the inside was warm to the touch, I turned it up to 7. Later when I took out the bottle it was icy and exploded everywhere and was a waste of my money. The first night I went down to the pool it was tiny and got to maybe 3 ½ feet deep max. The hot tub was on and I got in for a moment, but the bubbles were a disgusting yellow color and I felt dirty just being in there, so I went back to my room. The next morning, I went back down to try again and the jets wouldn’t turn on. I called the desk, and they said they’d send someone to fix it. The bed in the room was definitely comfortable, but the sheets were coming off the bed and the pillowcases on at least two of the pillows were very stained, so that was pretty gross, and I didn’t use them. The last day, the hot tub still wasn’t fixed, and when I called, they said it wouldn’t be that day. Since I came for the hot tub and pool that was a disappointment. I went to breakfast the last day, which cost $12, which was listed so it was fine. The selection was not. There was a case of slices of white bread and a little bar with fruit. I tried to get strawberries but most of them were soggy and rotten, so I ended up throwing them away. On the buffet there was a dish of dried-out eggs with spinach on top. There was another dish that had a couple links of sausage and some bacon crumbs, and I didn’t see it get refilled the whole time I was there. There was also one dish with some disgusting looking gravy and one biscuit, and then the last dish filled with burnt scrambled eggs in some kind of liquid. There were no pancakes, no French toast (which were advertised), and there was a waffle maker with no batter near it and when I asked a staff member, they just said they didn’t have those today. The toaster was filthy and started smoking partway through, so I didn’t use that. They said there were made to order omelets but there were people waiting up there for like 15 minutes, and I didn’t see a cook until right before I left. I’ve had much better free breakfasts at every single other low budget side of the highway motel I’ve been at, and it was definitely not worth $12. I had a do not disturb sign on the door the entire time I was there, but just before noon housekeepers started pounding on my door. I went to the door, told them that I had until 1 pm. About 5 minutes later someone else came and said I wasn’t on the list, so I needed to go downstairs. I called the front desk and they said no one marked me for late checkout but it was fine, and they’d put it down now. They continued to come and bang on the door about every 10 minutes until I left There were also housekeepers in the adjoining room, and they were making a ton of noise, and I heard them talking and saying, “well she won’t leave so we can’t do anything!” very loudly. When I left the room with my bags, the housekeeper was standing right outside the door and glaring at me, and she continued glaring at me until I was all the way down the hall. I am graduating in about 8 months and we were planning on renting out several rooms for family to stay in since it’s near campus. After this experience there is no way I would book those rooms or have my...

When we checked in, our card was authorized for around $350 (closer to $375..I can't remember the exact amount) on top of what the room cost for the week for incindentals... Which wouldn't have been an issue if they would have let me know about that before they charged me. On my booking confirmation sheet it said nothing about the deposit. My biggest issue was that when I spoke with Angela, the lady working the front desk, about it, her first choice in helping us, was to check us out and we could leave. She also added that it probably would be 3 days before we got the money back since it was a Friday afternoon. Mind you, we hadn't even been to the room yet where I went directly to make a cup of coffee before I had to run off to get to work. The part where you pour the water into, was completely covered with mold. We also had an empty 2-liter soda bottle underneath the bed next to a few other pieces of trash as well as what looked to be crushed Doritos between the mattress and the frame it sits on. As I was leaving to go to work, I handed the little Kuerig type coffee maker to Angela telling her about the mold and all she had to say was that she was sorry. I was a little surprised ( at the time.... I am definitely not surprised now) that we were never even offered another one even though we had planned to be there for a week. Had it not been a Friday afternoon and I had to be to work soon after we first got there, (as well as the fact that finding another hotel with available space in St. Louis alone much less on the weekend would have been virtually impossible) we would have most definitely taken her up on her offer and let her check us out. It gets even better than that, though... On Saturday morning when my husband went down to get breakfast (which is included in our Hilton Honors Member benefits) a man screamed at my husband, yelling you can't do that chasing him down the hall because my husband was clearly unaware that he had to go let someone know that he was taking breakfast back to our room (breakfast minus waffles since the waffle makers didn't work). The man could have handled that in a completely different manner. There was truly no reason to embarrass my husband or be so rude. Needless to say we didn't eat breakfast there again after that incident. As soon as I had time to find another place to book a room, we checked out. (Monday morning) So, the service was absolutely horrible. The rooms weren't the best, as far as cleanliness goes. The location would be ok if the only gas station for miles wasn't filled with people approaching our car with guns on their hips asking if we needed drugs. I will say that the man who drove the shuttle spoke to me the first day and was very kind. I didn't get his name, but that was the only thing about that place that I can even remotely say was okay. I was pretty disappointed to say the least. I understand that sometimes things happen, but the fact that the employees there had no intention in making anything right or even pretend like they would like to help us with whatever issues we had is just sad. This happens a lot nowadays, but it's still not acceptable. I wouldn't recommend this...

I want to take a moment and comment Ashlei from the St Louis Missouri Hiton Garden Inn.

I routinely get text messages during my stay, checking to see how things are going. Today, it wasn't going so well. This is my third night at this property, upon arrival, the pool was closed. I understand that happens, front desk said it would be a day, and then open again. Second day, still closed. Which gave me a negative opinion, but still understanding, that some things are beyond their control.

Last night, after a lengthy and intense day at work, I return to my room, and as soon as I entered the door to the hallway, it smelled like animal feces. Then the barking began. The barking lasted for 4 or 5 hours. The room occupants were apparently gone, and their 3 or more dogs were not pleased about it. Every time a door closed, the dogs would begin their symphony of night at the dog pound, and continue, barely quieting before the next door closed to alert them.

A phone call to the desk brought no relief, a message on the app went ignored.

When I returned today, it seemed quiet in the hallway until the door closed behind me.

After communicating with Ashlei, it continued for a solid hour. I finally hit my wall and could no longer deal with it. After 3 hours of sleep for the last 2 nights, it was going to come down to a battle of wills. I was either going to quiet the dogs, who sounded as though they were fighting one another, or I was going to get another room.

I called Miss Ashlei, without hesitation or pushback, she put me in another room. She owned the problem, and fixed the problem. She also said she would go look more into the issue, so it doesn't continue to bother other guests. This level of customer service took me from never wanting to return to this property, being prepared to leave multiple single star reviews on the platforms I frequent, to where I am now.

Able to rest and relax in a quiet room, before heading home in the morning. Thank you Ashlei - I told you I was appreciative of your assistance. I felt others should be aware of what you saved, other than my...