DoubleTree by Hilton Collinsville - St. Louis — Hotel in Collinsville

First off I’d like to say Shelby White at the front desk was nothing less than fantastic and helpful during my stay and was the only reason I did not explode on staff.

Now.. I checked in to my room I believe it was 246 originally to find a moist floor and busted A/C at 1 am. I called the front desk and the gentleman at the front desk moved us to 243 when I and my family (husband, 5 year old special needs child, and 4 month old baby) moved all of our things to the other room and turned back the covers we found what we only hoped to be make up on the covers HOPED because it appeared to be feces. There was no trash bags, ketchup on the comforter, and an empty contact case in the bathroom. Since it was 1am we laid in the second bed which we assumed to also be unclean on top of our own blanket all 4 of us. The very next day I asked for room service to come change the sheets while we were out we returned and I climbed into bed thinking the sheets had been changed only to find the feces color still on the edge of the sheets where it was originally. I called to the front desk and Shelby apologized immediately for the delay and housekeeping was there in less then 5 minutes. While in the room they did let me know that the room was never on the board to be cleaned so myself and my family were laying in a unclean room. I went down to the front desk to speak with Shelby who immediately apologized agreed to compensate us fully and provided my family complimentary breakfast for the rest of our stay this is what prompted me to stay and not to write a negative review initially. I was told to wait until we checked out and call the 3rd party company I booked with for compensation and they will confirm it for me. After check out I did just that before headed 4 hours home to Chicago only to be met with a bad attitude and refusal from Shannon. Shannon claimed she needed Shelby to be there in order to do it however Shelby already advised me she was not the head manager but did get confirmation that she can comp me before offering it. Shannon gave me attitude when I asked her if Shelby can approve it after all we went through why she couldn’t approve it she had no answer only laughs and finally agreed to tell the 3rd party to compensate us. Don’t give this hotel your money housekeeping is not cleaning and the front desk plays...

My review is somewhat for the event center but also going to cover the room we were given as a part of our package for booking.

First off I want to state that I’m STILL peeved about my reception that was had there in December of 2021. Communication with the team started off okay then the individual went on maternity leave and the transition was everything but transparent. I was sending emails and calling to follow up on questions repeatedly. This worsened after she went on maternity leave. I was very thorough with the questions I asked and when it came time to pay it ended up being significantly more. We didn’t have time to argue or go with other options because of where we were in the timeline of everything. Fine.

The employee that took over was to be at the venue the day of our reception at some point to make sure everything was fine. We never saw her. I understand she was newer but we had questions at one point then another.

We went on with our event and then during take down we were gathering our things and an employee took a glass that we purchased and broke it somehow. Their manager and team were in denial at first. When I told them where I had placed it (a different table with no linens and other decor we brought) and that there were people that watched me they decided to look for it. Found it. Broken. Did not apologize, the manager just said “oops, they must have thought it was one of our glasses” but it was a champagne glass and we had their normal serving glasses which are much different in height and etc. this also had gold “Mrs” on it and gold details. This was my glass for the night so there was sentimental value of course. No one offered a single apology or offered to fix their mistake.

If that wasn’t enough, we go to our suite for the night and everything is dated. Not a problem. The candy and random garbage under the bed and around the nightstands. It was well broken in too and kind of sketchy. We were exhausted from our day especially after spending a couple hours cleaning up our decor and etc. but it was hard having peace of mind trying to sleep.

I do not want to take away from the front desk hotel staff. They were so kind the entire time. Some of the event staff tending tables were great as well. I truly wish we had a better experience for such an...

Where do I start? I stayed for 4 nights. I arrived Thursday and left Monday. When I arrived, the first room had black mold in the bathroom. I didn't notice this until I had already unpacked, so I packed everything back up and was moved to the Hilton Honors floor (I'm a diamond member, and I've stayed a more than my share of Hilton properties). This was by a long shot the worst Hilton property Iv'e stayed at.

This is the only Hilton property I've stayed at with no refrigerators in the rooms, and no microwaves. When I asked about it at the front desk, I was told that this was a management decision. This started my doubts about the management of this Hotel. The rooms do have safes in them, but when is the last time you USED a safe in a hotel room? Yeah, me either. I called the front desk, and was sent up a fridge without charge. I should have taken a picture of it. It was badly dented (from being moved around) and moldy on the inside (from being cold/hot cycled).

I left on Sunday to go to town and sight see, etc. This is the only day I asked housekeeping to come into my room. Before I left, I shut the lid on my suitcase and made sure my pillow from home was on top of it. When I returned, the suitcase was open (???). When I went to get a cold water bottle I opened the fridge and it was not running and hadn't been all day. My food in there was warm and ruined.

That was just my room. The hotel LOOKS nice in the lobby and public areas, but that quickly fades in the halls as the carpet isn't as clean as I'm used to, the elevators were dirty (I never saw the floor get cleaned, and it was packed with dirt along the edges around the base), and the hallways got so HOT at night, like they turned them down to save a buck.

In short, even though it's cheap, it's cheap for a reason. The working staff was GREAT, everyone I spoke to was polite, etc, but it is clear to me that it's poorly managed from a customer point of view. I would avoid this and spend a little more to...