Crowne Plaza St. Louis Airport by IHG — Hotel in Bridgeton

Hotel looks nice. Ok stay for the one night my relative stayed. 3 nights and 4 days was paid on behalf of my relative. Because the room did not have a microwave, my relative asked the housekeeper (who was cleaning a room across from him and he just happened to see a microwave in the room) how to get a microwave. The employee replied by saying he would have to request a microwave from the front desk. My relative then went to the front desk to request a microwave. The lady at the front desk was laughing and talking with some white people who was ahead of him. He was on his cell phone while waiting his turn. When he had the opportunity to ask about getting a microwave her demeanor changed instantly. The person on the phone with him asked, "What is wrong with her?" In a nasty attitude she gave a number of different responses which included he could use the one behind her. Another responses was that there were microwaves on certain floors and that he could not have one for his room. He said to her that he understands they only put microwaves on certain floors and he could use the one behind her, but he wanted to know why did the person across the hall from him have one if nobody can have a microwave? The young lady continued to snap at him so he walked away, mind you he is still on the phone with someone who hear her yelling in the background as he is walking away. He leaves to an outing, once he returns there is security at his room telling him to get his things and vacate the hotel. He learns that his room card has been deactivated so the young lady from the front desk has to come let him in. Once she gets there she slams the door open. My relative said to the security, "Did you see that?" The security replied, "Yes." My relative said that is how her attitude with him was when he asked about the microwave. He only got to stay one night and then had to find somewhere else to stay. He had to sleep in his car rental that night and then checked in to a different hotel when one was available. My relative, Booking.com, and myself reached out to the hotel to get a refund for the 2 nights that he did not stay. We all got the run around. We later found out from looking over reviews about this hotel online that this is not the first time black people have been treated this way at this hotel. April 25th to April 28th was booked for my relative stay at this hotel. When asked to leave on the 26th, he should have been properly checked out and given a refund for the days he did not stay. Though the hotel is nice, we will not book hear again because of the young lady was very unprofessional and the management could have reached to respond to calls and emails to resolve this matter. We spent almost $600 for a hotel that my relative didn't enjoy because of this situation. It's not what you do, it's how you do it. Every staff member from management to young lady need some additional training on how to work with people in the public in the hospitality business. For example, When asked about the microwave, the young lady response could have been, "Good evening Sir." Sorry, at this time we do not have any extra microwaves for your room but you can use the one behind me or the ones that are located on the 2nd and 4th floor to left of the elevator. After learning about the situation that led to my relative being asked to leave, management could have responded by saying, for example, I'm sorry you were not satisfied with your stay and the way our employee treated you. We are going to investigate this situation and get back to you in 48 hours. Please leave your name, email and phone number so if we need more information or have any updates we can contact you. If you do not hear back from us within 3 days please call or email whoever to resolve this matter. It's been over 3 weeks and we have not heard anything from anyone. All we are asking is for some of our money back for the nights that was cancelled. Stop ignoring us. We won't...

Upon arrival, I was placed in 631. At first glance, it seemed clean and acceptable. The front desk staff was welcoming and helpful. That night I slept in my bed and didn't really move my pillows around much and opted to not have my room cleaned the second day. When I woke up the following morning I had moved my pillows and there was blood on my bed sheets(not mine). I stripped the bed and found that there was no mattress pad and the blood was on the mattress, as well as another spot at the foot of the bed and on the zippered pillow case for one of my pillows. I promptly messaged the front desk and they said they would take care of it. When I returned from lunch I stopped at the front desk to confirm that they put a new bed into my room. The asst. manager called the cleaning manager to confirm a new bed had been put in my room. She said yes and to send me upstairs. I went upstairs and pulled the sheets back. The mattress was not changed and only one spot had been spot cleaned. Still no mattress pad. I walked back downstairs and told the front desk that it was indeed NOT a new mattress. They called the cleaning manager(Jasmine) back and she asked that I met her in the room. I went back upstairs to meet her in the room. She then proceeded to tell me that they spot cleaned the mattress. I advised that they spot cleaned only one spot and I asked for a new mattress(which she confirmed happened to the front desk manager). That the second blood stain was still on the bed and there still wasn't a mattress pad on the bed. She told me there were no additional beds for them to switch it out and that the second stain was rust(you can clearly see it is a blood spot). Then asked me what I wanted her to do for me because they blood was cleaned now. I told her the blood never should've been there in the first place, and that I wanted a new bed or a new room. She advised she would get me a new room and to hold tight in room 631 while she got it situated with the front desk.

I waited in my room 30 minutes before I called the front desk. They told me Jasmine should've been there already with the keys to my new room. Just give her a few more minutes and that she was on her way. I waited another 15 minutes and she still didn't arrive. I called the front desk back and asked if I could simply come down and get new keys. They told me know because Jasmine already had the keys. I waited ANOTHER 20 minutes for Jasmine to show up at my room. Then got frustrated and headed downstairs to the front desk. Where the manager simply re-keyed me keys to my new room. Then proceeded to take me back up to 631 so I could retrieve my things.

I hopped off the elevator at the 3rd floor and went into my room. Visibly cleaned upon entering. I dropped my things, checked the cleanliness of the room and then grabbed my work computer to meet my colleague downstairs to get back to work(she also had room cleanliness issues upon arrival and was in room 629 next door to me). This is when I noticed that the keys Jasmine was supposed to bring up to me in room 631 so I knew what my new room # was and had access to it, were laying on the dresser. Jasmine never had planned to bring them to me in the first place, but instead let herself into my new room on the 3rd floor and left the keys locked inside the room. I brought the keys back to the front desk and told them what happened.

One of the front desk ladies apologized for the blood on my sheets, but not once did I get any kind of formal apology or check-in to see if the new room was satisfactory and had no blood on the sheets. I was offered no kind of compensation for all of the inconvenience or for the fact that my bed had bodily fluids on it that were not mine. I will not ever stay in that hotel again and am very disappointed in this IHG location as I have never had these kings of issues at any other IHG I've stayed in...

Probably my worst experience with IHG. I came to STL with my dad for 2 days. We each made a reservation, I made it for our first day and he did for the second day. The reason we chose this as opposed to downtown was its proximity to the airport and its shuttle (free and frequent, I was told on the phone).

Problem 1: After landing, I called about the shuttle and was told it would be there in 5 minutes. I got to the shuttle stop 2 minutes after hanging up and waited for 55 minutes before the shuttle arrived. I called them back twice during the wait and was told each time it would be there in a couple of minutes.

Problem 2: there was nobody at the front desk when I arrived. I, along with another guest, waited 5-10 minutes for someone to come.

Problem 3: they seemed quite bothered as soon as I walked up to the desk. When I asked if they could link my two reservations so we could stay in the same room, they said it wouldn’t be possible. they then said I didn’t have another reservation, and proceeded with the rest of the check-in. I started to explain that the other reservation was under a different account, and we would like 2 beds, but they cut me off with the tone of a teacher speaking to a pre-schooler “let me finish your check in first”. I calmly stated that I didn’t want them to do extra work of backtracking anything. They ignored my question.

Problem 4: I asked if there were platinum upgrades available, since we were both platinums. They said the only upgrade was an inside balcony, I asked what that meant, they didn’t answer.

Problem 5. I arrived at the first room I was assigned. Found out that inside balcony meant there was no window facing the outside, it faces the hotel atrium and was devoid of any natural light. This was a poor design choice but not a problem. The problem was: ONE BED WAS COMPLETELY UNMADE! It had no sheets, no blanket, the mattress was naked with 4 uncovered pillows on top. 🤯🤯🤯 I’ve never seen anything like it in my life. I called the manager from the phone and the receptionist who checked me in answered and asked me to come down to get a different room.

Problem 6: I asked for a room with windows facing out; they didn’t understand my question. They called over a maintenance person and told me “ask him”. I asked him, he gave me a list of rooms with outside windows. The receptionist found a room with windows. How does hotel staff have such little knowledge of their rooms? They have never even seen the rooms? No wonder they ignored my question “what’s an inside balcony?” Their attitude was much better the second time around, knowing that the hotel had messed up by putting a half-finished room in service. They said they would get me 3k points for the trouble. I think all the trouble was worth much more than 3k points but I have yet to see 3k points in my account

Problem 7: at 8:23am, housekeeping banged on our door. I guess our fault for not putting up the do not disturb sign, but then again, we’re checking out (yes, we’re changing hotels) and are supposed to have late checkout, so couldn’t they have just waited for us to check out...