Drury Plaza Hotel Creve Coeur — Hotel in Creve Coeur

Good evening,||||Im writing as, unfortunately, Ive had quite a few highly unpleasant experiences at your hotel in Creve Coeur. ||||I've booked a suite at the hotel with my husband and daughter by recommendation of Mercy Hospital.||||I'm attending for life saving open surgery and I've booked for my husband and daughter to stay. Due to the nature of my surgery I'm required to stay for 17 days. ||||This evening I was told by the general manager, Elizabeth, that she was more than happy to check me out. ||||I have had to move room three times in less than two weeks. When we first arrived the seventh floor smelled extremely bad - damp, stale smoke, vape, and heavy aerosol air freshener. ||||We came to speak with Clara, who was very apologetic and helpfully moved us to another suite on another floor. ||||Unfortunately, unbeknownst to her, this room was very unclean. ||||All hard surfaces were covered in dust.||||There were three large spots of open rust in the bath tub. ||||The base of the doors were water damaged and sodden. ||||The carpet was extremely dirty and the upholstery was very stale smelling. ||||The bathroom was smelly and unclean. I was due to have surgery the next day and simply too unwell to change room again, so my husband purchased cleaning supplies and a plug in air freshener. ||||Each day, the room cleaner never cleaned our room properly. The hallway was always filthy and never ever hoovered, always getting dirtier and grottier. ||||We were only given one single soap between three guests for over an entire week. ||||It was extremely important for me to have a clean environment, especially the bathroom as I have large open wounds and at risk of infection. I never in a million years expected to worry about the hotel hygiene, especially having been recommended the hotel by the hospital and having spent quite a considerable amount of money. ||||The soap basin was dirty from repeated use and I left the floor and counter to see if she would clean it, but she never did. ||||Our sheets weren't changed for several days, and I had to lay in a bed with old sheets on open wounds. We were simply too busy trying to deal with my situation to advocate. ||||When I finally had the strength to complain, I was happily met with Lizzie, who had not only exceptional compassion but also was very pro-active in solving our problem. She even went so far as to look at the room planning for all the suites to see which one had the best bathroom configuration, as I'm an ambulatory wheelchair user. ||||She ensured everything she perfect and made sure our room was spotless every day and hygienic. Both herself and Clara remembered all our names and always greeted us with kindness and professionalism. ||||I honestly had strongly considered leaving the hotel for my own safety, but Lizzie's customer service helped change my mind. ||||Unfortunately, in spite of her efforts, they were thwarted by two highly unpleasant encounters with a staff member I have know learned is the general manager, named Elizabeth. ||||On Tuesday 19th August, myself and my family were due to visit my surgeon at Mercy Hospital as I've been having complications with my recovery and developed an infection - no thanks to the lack of hygiene in the hotel. ||||My husband and daughter went to the car park to find me as I went outside for a breath of air. ||||A new guest at the hotel fabricated a complete lie, for whatever reason, he told the manager Elizabeth that he saw my husband and my teenage daughter (who is disabled) were flipping handles open of cars in the carpark". ||||Instead of speaking to my husband directly or any other member of staff who knew us personally by name and the reasons for our travel, Elizabeth decided to call the police without warning. ||||No less than four large police keeps arrived and came for my husband and my vulnerable daughter outside the front of the hotel. ||||To say my daughter was terrified would be an absolute overstatement. We are all aware of the over zealous actions of American police and were so confused and afraid. ||||My partner explained he was a guest of the hotel and had been staying since the 10th and due to leave on the 27th, he of course, denied the nonsense allegations. The police were satisfied and left. ||||It has now been four days and we have not received a single apology from the general manager, Elizabeth, for the frankly, traumatic experience. To put me and my family under so much stress, not only with the lack of hygiene, but over reacting. I cannot understand in what would four police cars would need to come for something like that. ||||Yesterday, I was sitting in the main atrium when a guest entered with her dog. The dog was clearly incontinent and urinated no less than three times in the main entrance. The guest refused to clean it herself and requested the receptionist clean it. She used a Lysol which was all she had to hand. ||||The guest would not clean up after her pet, even in a public area. Every single area in the hotel upstairs is dark and dirty carpet. I do not believe this woman is cleaning up after her pet in the long hallways or her bedroom.||||No one in management noticed this issue. ||||I had to bring it to a staff member's attention today. This is now beyond health and safety which I can control. We are staying in a hotel which is happy to have incontinent animals and does not clean up after them, whatsoever. ||||Andy, the staff member, did not action a professional clean, in spite of the large resources available to a chain such as Drury Inn, and also, being based in Missouri were there are plenty of business available for such a health and safety emergency. ||||I have no idea what floor this guest has been on. No one has cleaned the areas with proper bio phage enzyme cleaners either. I have managed to develop an infection during my stay in this hotel following my surgery and I am now understanding it's because you have bedrooms and guest areas riddled with animals urine. Filthy carpets. Filthy bathrooms. Dirty sheets - and for some reason, no one cares. ||||I went back to the main desk this evening and had to track down the general manager, Elizabeth. I only learned her position and name myself from her tag, she didn't even introduce herself to me. ||||She refused to apologize for the traumatic experience and her story was totally inconsistent. She was dismissive and smirking and then bizarrely began trying to cry. I asked her to take a moment and take a breath so we can figure this out. She oddly pouted and shook her head. I felt it was bizarre - we are both in our mid thirties-forties, she seemed to be behaving in a strange childlike way. ||||I asked her why she called the police and didn't simply confirm we were guests. She said she begged and pleaded and said to the police that we are guests and came from Ireland for surgery etc and wouldn't do this. I reminded her she had no idea who we were or why were staying here. I also reminded her if she knew this why would she call the police. It just didn't make sense. When I called her out on her inconsistencies she oddly began clenching her fist, pacing around, trying to cry and saying "just call corporate, just call corporate". ||||I explained to her that I've worked in retail, hospitality and customer service for many years. She is the general manager and this hotel is her baby. She needs to be able to be calm and take responsibility for her behaviour, ownership of the situation, and make proactive steps to rectify things and diffuse the situation. She kept panicking, refused to plan, refused to take any control of the situation. ||||I explained about the dog urine and my grave concerns for the hotel safety. She said she couldn't do anything about it, and the carpets are cleaned every three weeks. I said she should be ashamed, she is the figurehead of this hotel and is responsible for overseeing these essential issues.|||| I said I would be ashamed if I was the manager and a guest told me my hotel was riddled with urine, my rooms were filthy, and the police were being called on guests for no reason.||||If I was her, I would apologize first and foremost, I would ensure the areas are properly cleaned and sanitized with the correct cleaning products not bleach or Lysol, as the staff suggested. ||||Elizabeth told me she wasn't ashamed. ||||I said I've stayed her for many days, I've spent several thousand pounds. I said I was on the verge of moving out days ago, were it not for Lizzie's excellent customer service. ||||Elizabeth told me she "would be more than happy to check me out".||||She also said for some reason she would "get in touch with the chief of police" for whatever reason? ||||I feel so offended, I'm giving my money to people who have nothing but contempt for me and my family. Who take my money and endanger my health. Who frighten my family and haven't even the courage or sense of duty to apologize at the absolute least.||||I feel like I have to move out now rather than stay where a manager doesn't even want me and my family. ||||I am so disgusted and I'm so sad and let down. I should be relaxing and recuperating in peace not sending emails and advocating for my rights with staff day after day. I am so unwell, I can't deal with this stress. ||||I've developed a serious infection in my ankle and I know it is from the poor hygiene in this hotel. ||||I would like to know if corporate feels the same way as general manager Elizabeth. If so I'll just move out tomorrow.||||For the avoidance of doubt, I expect a full refund for this absolute nightmare experience and no cancellation fee for early departure. ||||Thank you for your time. ||||Yours...

2nd stay here was no where near as enjoyable as the first. First night the hot water in our room wouldn't work, called front desk and they said they'd had no issues before and asked if I was turning it the wrong way (I'm 31, I have used and can read a faucet handle), told them I'd tried the tub and sink and they finally sent 2 people up who discovered there was indeed no hot water for a family of to shower after traveling all day. Asked if we had showered or anything to run out the water but we had not. They DID make that incident right and the hot water was back by the middle of the night which was more than appreciated. The next morning just provided more issues. The 2nd morning the toilet overflowed about 7 - 7:30 am and we called and they said they'd send someone up, no one ever came so we went to breakfast. I came back to the room from breakfast to discover no one helped clean up anything or checked on the toilet, just dropped a plunger in the door and left. I called my husband still down at breakfast and when he approached the front desk they weren't very willing to help stating housekeeping dosent start until 9. Someone did finally come collect all the linens I had to soak the water up with so it didn't cover then entire living room entrance of the suite but, they didn't actually clean the floor or leave any cleaning supplies for us to do it. I had to just block off that section from the kids until we were ready to leave. We had 2 children with us 1 being a baby and they expected me to keep my 1 year old baby in a room covered in overflowed toilet water because they didn't want to clean. Not very acceptable or...

Excellent location with an Applebee's attached to the hotel. The customer service is hands down some of the best I've ever experienced. From check in, to the breakfast to the welcome back reception in the evening. The staff clearly like their jobs and work environment. Everyone is friendly and always cleaning. Very family friendly. The pool and hot tub are fantastic. Beautiful outside sitting Area as well, just off the pool area. Breakfast was amazing with so many appetizing choices. The welcome back reception in the evening is the perfect way to unwind. Want to give both general managers a huge kudos for being present and rounding at breakfast and during the welcome back evening reception. Love chatting with them. They ask about your day and upcoming plans. Very friendly. They clean up and assist with many other duties. Nice to see mgmt as hands on. The staff also seem very happy to work here and very engaging with hotel guests. You can tell they work hard to maintain a beautiful and clean environment. So big kudos to your staff. They do a fantastic job. One employee I'd like to mention is Hatija. She was working a pm shift at the desk. Multiple people waiting and several very impolite people as well. She handled each customer with grace and class. She addressed us all. She did not seemed rushed despite her long line and some rude people at her desk. I would 10/10 recommend this hotel. This is my second stay here. Very pleased. The staff and mgmt should be very proud of the excellent customer service, the clean environment and overall...