Fairfield Inn St. Louis Collinsville, IL — Hotel in Collinsville

I was in town for a funeral on Friday, I checked in around 330 and had to be at the visitation at 4. Front desk guy was nice, check in was quick and easy. I went to the room and threw my stuff down and left. I called around 8pm asking if there was a way to refund the room so I could go stay with my friends &family and not be alone(even if I had to wait until it rerented, partial refund, anything.) This whole situation in general was an unexpected event. The lady at the desk said to call back in 5min. I was only 15min away so I just headed over there. Upon walking in the office, the lady said she checked it, and they could not refund it at all. So I left to go find dinner. I checked my account and seen a $130 charge. So when I came back to the hotel around 10:30pm and asked the lady for a invoice or a breakdown of the charges because upon check in my rate was $95 before taxes. She proceeded to tell me that “well, we take 95$ multiply it by 15% for taxes... etc”. And So I was like ok, it’s a pre authorization? She says No we do not do that.And we went back and fourth for a minute she obviously had a bad night. On a normal day I would have not taken the attitude I was receiving quite as well. I was pretty much dumb founded. Considering I just left a visitation I did not want to argue I just wanted a print out of charges. As I’m walking away she tells me “ooh and next time don’t leave the luggage cart in your room”. So I turned around and told her my sister just passed away and I didn’t mean to leave that thing in my room. So I go up to my room. And she calls my room and says had she known it was my sister she would have refunded my stay and let me leave and that if I wanted to I still could. ITS 10:41 AT THIS POINT. My friends and family are 45minutes away. Why the heck would I tell some stranger my sister just passed away? I GET POLICIES, I understand that I booked this room and risked not getting a refund, I didn’t even want to ask!! Considering the circumstances plus driving 4 hours to get to the area you would think some compassion. But I get it, I am not entitled, and figured it was a long shot to even ask. I was also ok with waiting until it was re rented, etc. I worked in the hotel industry for 5 years. I GET IT. People are a pain and I was trying not to be. HOWEVER, when you basically tell me that HAD YOU KNOWN it was my sister, not my cousin or whoever, I could have had a refund?! Ridiculous. I can’t help but feel this decision was based on the fustration that I left the luggage cart in my room on accident!!! THe hotel was packed from some Pokémon convention so it would have easily resold considering every hotel in the area was at max capacity. The hotel was not quiet at all conSidering the kids slamming doors and going up and down stairs until at least 2am when I finally fell asleep. Other than that the room was clean. Missing trash bags and of course I was placed in one...

Great location and the ONLY reason it gets two stars is the staff. We checked in (30 minutes early) and we're given a room on the 3rd floor. it was my wife and I and two kids (12 and 8) and the room was a king and a old out couch. My reservation clearly stated two queens.....I went back downstairs (because the phone in the room didn't work) and they quickly and apologetically) fixed the problem and we got two queens. The lady at the front who checked us in and fixed the problem was really great about it and she even made sure to put us in a room that was right next to where we were originally put so that it wasn't a difficult task to move our stuff from one room to another. We were informed that "the storm from 4 weeks ago" knocked out the cable so we couldn't watch live TV but we could just log into our Netflix or Hulu etc and watch that. However, we were here for a baseball the tournament and there were players staying in hotels next to us who didn't have this problem. (And according to other reviews this is an ongoing problem). We didn't have a TV remote and when I got one from the front desk, it still wouldn't let us log into anything. Only thing the remote would do was adjust the volume and switch sources. No way to find/bring up and subscription service like Netflix or hulu. And also the pool was closed for maintenance (again, according to other reviews this has been a 3+ month issue) the elevator was a bit sketchy and the "city fire department elevator inspection" was expired in Feb 2023......the hand sanitizer stations in multiple places were either empty or didn't work (not a huge deal to us but maybe others) . The staff was super friendly and apologetic. Almost got the vibe that they were like "I'm sorry you have to stay in the dump" which is why they were all so great. Would I stay here again? Ya, probably if I was just passing through and needed a place to lay my head for the night before continuing on my journey. But a place to stay multiple nights?? No, I'd look into the double tree just...

The first room we were assigned had someone already in it. We opened the door with our key and we were hit with strong body odor and clothes thrown about. We quickly closed the door before our kids could see too much. ||When we explained the situation the receptionist left the front desk for 10 minutes to check on a different room for us. We were given a new room and when we arrived to that room the door was propped open with a luggage stand and the beds were unmade. What was she checking for 10 minutes only for us to be given another room that was not ready?!||We went back to the front desk and by this time she was pretty annoyed with me. I believe a manager was in the back room but this person never came to acknowledge the situation at all. We were given a third room at this point and finally we were given one not already occupied and ready for guests. ||This made the whole check in process 30 plus minutes. The lobby staff just straight up didn't care. The second room we were given was still- the following day propped open with the beds unmade. Pretty concerning and strange? Did no one check on anything happening within this hotel? ||This whole place is very clearly run down and in need of a lot of maintenance. Stains every where. Wallpaper peeling. ||Breakfast at 9am was completely wiped clear of most foods. Several families had very limited options. Staff for replenishing items was no where to be found. Breakfast was supposed to be served until 9:30 AM according to website, wall sign next to breakfast area and room info sheet. Staff told us it closed at 9am for Sunday. Seemed to us no one wanted to do more work than necessary at this place in ALL the areas. ||Overall we made the best of our trip but for us this room was just over $200 for the night. We could've gotten probably better service and treatment down the road at a motel 8 for less than half the cost of this place. ||Marriott should...