SpringHill Suites by Marriott St. Louis Airport/Earth City — Hotel in Bridgeton

My husband and I stayed here this past weekend for one night. Check in was fine, no issues there. Room was decent enough, and we just needed a place to sleep before we hit the road for another 10 hours. We went to the desk in the AM to check out, even though we paid with points and expected no charges. The lady at the front confirmed it was zero dollars because we paid with points and they emailed the receipt to my husband. Come Monday, we see not one, but TWO charges for the same amount on our debit card from this hotel. We are pretty high status with Marriott and know that some hotels charge a fee that falls off after a couple if you put a debit card on file as opposed to a credit card, it's basically a refundable deposit if you will. Well, it has now been 4 days, the duplicate charges have POSTED, and my husband has been trying to get this sorted out for 2 days now between our bank and the hotel. Our bank said yesterday that there pending refunds on our account, but as of this morning those refunds are gone and the charges are still posted. Apparently the hotel has been without a manager for a few days and the staff at the front desk can't figure out what is going on with the charges. We use this bank account for specific purchases and don't keep a lot of money in there, and now that account is overdrawn due to these charges. We had no pets, no damages to the room, we got in at midnight and left around 7am. We stayed to literally sleep and left no mess behind. We didn't even have time to shower. We didn't take advantage of the breakfast they offer. We made no purchases in the marketplace. We have never had this issue at a Marriott property before, and have stayed exclusively at Marriott properties all over the US for many years now, from Springhills and Fairfields, all the way to their 5 star accommodations like The W or The Ritz. We stayed at a Springhill the night before in Kansas City, and they did not charge any sort of fee, and we put the same debit card on file with them as we did at this hotel. I would not recommend this hotel strictly based on what appears to be below board billing practices. We reached out to Marriott corporate and they were zero help. They told us we have to deal with the hotel directly, which we would love to do, but apparently there is no management to speak of at any hour of the day the past few days. I very rarely leave reviews, especially bad ones. I have worked in customer service, sales and the food industry for many years, and in management capacities as well, so I do my best to give everyone the benefit of the doubt and not get upset over things, but when I am being billed mysterious fees and there seems to be no one who can explain it or fix it, I have an issue, especially when we explored every option to get this fixed without having to leave a review like this. It would appear that the only way to get things resolved these days is to make a big stink on the internet, which is really a shame. The charges should have fallen off and never posted to begin with, as this is standard practice with Marriott. At this point I just want the money that is owed to us,...

This was my 3rd stay at this location. I very much enjoyed the 1st and 2nd stay. Unfortunately, this time around was not very enjoyable. I checked in Sunday 5/19 around 12:00. The front desk lady went through her speech as if I had distracted her from something personal. She was not welcoming at all and it felt like she had the old saying "I'm just here for the check" type of mood. In reality none of the staff was welcoming. Before every day you left out, the staff would greet you and say have a nice day. They were friendly and seemed to enjoy their job. Some even making small talk with you. Very pleasant. This time around not 1 acknowledge our presence even if we said hello to them. What happened to the old staff? I only saw Mary from afar but she looked a bit busy away from the front desk. Mary was a delightful hostess in July. Next the beds were uncomfortable. Maybe it was just our room but we tried both beds and they both felt like bricks. Way to firm and pillows were not firm at all. Housekeeping skipped over the room Monday even though they asked if I wanted it serviced as I was leaving out. So imagine how upset I was to come back to the room not being touched and everything exactly how it was left. Maybe the gossiping that she was doing with another worker in one of the rooms was to good for her and she forgot about our room. There was no toilet tissue replaced and no clean towels given. For 3 days we had to either call or go to the front desk for tissue and towels. Also, the floor was not vaccumed any. Out of the week that we were there the room was clean only 1x without us asking. After that we gave up and just asked for what we needed to avoid having to get it later in the day. The walls are paper thin and you can here toilets flushing, showers running and other guests conversations. Don't bother with breakfast here either unless you just want fruit. If it wasn't watered down completely it was not cooked completely. We finally gave up after getting a little sick and landing in the restroom while out due to the food and started going to Waffle House. What happened? It was so much better when we stayed during 4th of July week last year and the visit before which was also a week. I chose this location because I wanted my family to be comfortable while celebrating my daughter's graduation. For the price I could have gone else where and received...

Visiting family, used to stay at the Fairfield Inn across from the airport which is run down, but was so reliably clean and friendly. Then we ditched Hilton and turned to Marriott.||This is our third attempt at a Marriott property near Lambert, and I’m going to have to go back to the Fairfield Inn because Marriott does not maintain its hotels around here.||First - no picking room in advance. Checking in was like going through Customs. Company you’re with? Reason for your visit? “No thank you,” is my reply. They’d booked us in a room near the elevators (why) but, at my request for “a room far from elevators, ice machines, and other people” gave me a 2nd floor room three doors down from the elevators.||Room was kind of clean, but there was a poop-colored thumb print on the shower curtain and blood stains on the mattresses (which at least had mattress pads on them.) One of the mattresses needs to be replaced - definitely “broken in” on one side. Reading light out on the bed, lamp on table between the beds so dim I had to bring over the desk lamp just to see my book.||Did not attempt to sit on the sofa.||Had to ask for bottled water at the desk.||Second night: been gone all day, return late to find my key’s not working. Back downstairs. Back up to hear very loud thumping and running above my head, some kind of cage match fighting? Disruptive, so I call the front desk. They must have called the room, because it definitely been less (knock wood) but now I wonder how much I’m going to get woken up tonight. ||All because I did not take up the front desk’s offer of switching rooms at 10 pm on a Thursday night. ||There’s a $10 parking charge for this hotel and a ticket you have to hang from the mirror, which is 100% unnecessary given that there is NOTHING around. It is at the end of an industrial park and a residential neighborhood. Not worth the extra drive. And quite surprised at other reviews that called it “recently renovated” as of 18 months ago. The bathroom tiles are cracked in multiple places, and it’s a bit...