Drury Inn & Suites St. Louis Brentwood — Hotel in Brentwood

A Disheartening Introduction to Poor Service.

My first encounter with one of this establishment’s front desk staff has left me questioning the fundamental training in customer service. During what should have been a routine inquiry about local dining recommendations, I witnessed and experienced a concerning pattern of unprofessional behavior that speaks to deeper service culture issues.

The staff member in question was a gentleman with a distinctive hairstyle reminiscent of Buddy Holly. He was wearing a black shirt, which I sincerely hope was not an indication that he was the manager. He demonstrated a consistently condescending demeanor with a guest before I approached the desk. That initial interaction with the other guest was marked by unnecessary argumentativeness and a louder tone that seemed designed more to intimidate than assist.

When I later approached for simple dining recommendations, the other attendant wasn’t sure and asked this guy, whose name I believe was Jack. His response was characterized by the same domineering vocal projection and visible irritation when I clarified that I needed a recommendation rather than driving directions.

Most troubling was his reaction when I asked him if he was okay, because it appeared he had a bad attitude. I suggested he work on his tone. Rather than professional acknowledgment or course correction, he responded with palpable condescension and disdain—qualities that have no place in hospitality service, regardless of one’s position within the organization.

As someone accustomed to 4-star properties and above, I find myself questioning the conference sponsors’ enthusiastic recommendation of this hotel. If this initial interaction is representative of the service standards I can expect during my six-night stay, I am deeply concerned —it bodes poorly for what should be a productive conference experience.

This encounter is a stark reminder that accepting accommodations based on others’ assurances, rather than my own established standards, was an error in judgment I...

STAFF AND GENERAL SERVICE:

This was a great hotel for my little family. The room we booked wasn't ready when we arrived, so instead of making us wait, they just upgraded us to a suite that was available for our dates at no extra cost. That's a really classy move that not all hotels would pull.

We called the front desk for a few small things (extra pillows and the like) and were always greeted happily and had whatever it was we needed brought to the room in relatively short order.

AMENITIES:

Food-wise, I really only have one small note: It would be nice if the soda machine had an option like lemonade or Gatorade/Powerade for kids that don't like soda. I fully understand that this is the very definition of a first world problem, but it felt worth mentioning. Other than that, the breakfast is above-average for a free hotel breakfast, and the nightly food and drinks are solid as well.

The indoor/outdoor pool was a highlight for my kid. The ability to get to the outside portion of the pool without actually getting out of the pool is really nice. The only (again very small) complaint I have is that the pool could be a little better heated once the sun goes down. It doesn't get cold, but it's certainly a little on the cool side.

LOCATION:

The location is, in my opinion, near perfect. It's outside of downtown Saint Louis, making it far less busy traffic-wise, but it's close enough that we were able to visit the Zoo, Science Center, Magic House, and City Museum without ever driving more than 15min. Most drives were less than 10min.

The location is also very close to a Target and other convenient shopping in case you forget any...

Summary of stay: Stayed overnight for a business trip and checked in after 9pm.

Pros: Friendly staff all around, from front desk to customer service/cleaning. Really solid breakfast bar with lots of options and well prepared food. Biscuits in my experience tend to be be pretty dry and require gravy to be palatable but theirs were hot and moist and just fantastic; completely unexpected! Beds were firm but still very comfortable (this will depend on your preference). Multiple types of pillows to cater to various preferences. Very clean and organized room overall.

Con: Hot water: really the only criticism I had is the lack of real hot water (which was actually quite frustrating at the end of a long day of travel). I am not one for super-hot showers but even I couldn't get the shower hot enough to be comfortable (took my shower after getting in and getting settled, around 10:30pm or so). Comparing it to the hot tub I have available at home, which sits at a constant 104 degrees f, I'd say the water temp in my room only ever got to the upper 90's which is just not warm enough.

It may seem like a small detail, and to be fair to the hotel I didn't have the time or energy to address with the staff, but the lack of HOT water will make me think twice before considering this hotel when I'm back in the area again in 6 months or so which is why I'm only giving 3 stars. A lukewarm shower is no way to relax after a long day of travel and meetings but has been a staple of every other hotel I've ever stayed at.

TL;DR If you don't mind kind-of-warmish showers, then every other aspect of this Drury Inn & Suites...