Hilton Garden Inn St. Louis/O'Fallon MO — Hotel in O’Fallon

We were in town for a baseball tournament & stayed at this hotel for 2 nights. The hotel offered a discounted group rate for our team & was a participating hotel through the baseball tournament we attended. Upon arrival, I was greeted by a Scottish man. He provided a piece of paper for both the parents & 16 year old boys to read over prior to the stay regarding hotel policies & "curfew" of 10 pm each night. After checking in with him, I thought he was a little rude but didn't say anything. Later that evening, other boys & parents on the team had mentioned to my son how they had a similar experience while checking in with him. A teammate & his dad were waiting in the lobby for their room to become available & had brought fast food to eat in the lobby while waiting. The hotel staff said they couldn't eat their food in their huge lobby. The 2nd night of our stay was beautiful outside so a few of the boys went in the huge lawn area out back of the hotel away from anyone & played spike ball. While I sat outside of the hotel on the back patio I noticed the Scottish man in a black skirt come storming onto the lawn & approach the boys who weren't in site of anyone & doing any harm. He proceeded to tell the boys nicely to stop playing the game. He then went to the pool area & told everyone to get out of the pool when there was still an hour left for them to swim. Around 5 am while sleeping, the fire alarm went off in the hotel & everyone exited the building. Once returning to our rooms the alarm went off again. Overall, the hotel is nice & has a nice front & back patio area. We didn't have a bad experience by any means, but if this hotel participates with local tournaments to provide discounted rates for large groups then they are well aware their will be kids/teenagers & shouldn't go looking for any & every reason to call them out on things. These boys were 16 years old having a good time outside playing with a plastic ball away from everyone minding their business & there was no reason at all to stop them. I just felt from the time we checked in & throughout our stay, a couple of the front desk staff employees working day shift including the Scottish man were not happy with kids/young adults...

Horrible experience from check in. Made a reservation online, presented credit card at check in. The clerk ran the charge for both my debit card (reservation) and credit card, so I had double the charges tied up until it was straightened out (3 days later). At check in, keys were given - we got up to our room and none of the keys worked for that door. So went back down to the lobby, were given another set of keys for the same room, which didn't work either. 3rd set of keys got us into the room. Once we were in the room noticed the carpeting was wet by the air conditioner. Called down to the desk to report it and request another room, with dry carpet. The front desk clerk brought us keys to another room and a valet cart for all of our bags, which was a nice gesture considering we had moved a couple of times now. 45 minutes after arriving we moved our stuff into the room we ended up staying in. I know things happen, but my goodness. The front desk clerk did tell me she would not charge me for the first night's stay (which given the fact that I was then in turn double charged, didn't really help that much). Management is extremely rude. They ignore what you are saying and are not helpful in any stretch of the imagination. Constant repeating of the same useless comments do absolutely nothing helpful, this appears to be the management tactic of this hotel. The room was what I expected, we stay at a lot of Hilton rooms. We couldn't eat breakfast because of Covid 19, which is not the hotel's fault at all. They did provide grab and go style breakfast items which is appreciated. Ice machines were not working, none of them. When we asked about it, the response was they are not working and not sure when they would be again. Unacceptable to say the least. The elevator carpeting was disgusting and I didn't see the expected Hilton cleanliness throughout the lobby and our room. Needless to say, we will be traveling to this area frequently and will NOT ever stay in this hotel again. There are too many other options out there to have this kind...

I booked a room at the Hilton Garden Inn in O'Fallon, MO for my wife, two kids, and I as a last minute overnight stay while on a trip back to Arkansas from Illinois after visiting family for the Thanksgiving holiday. Upon arrival the entrance of the hotel seemed clean and the front desk receptionist was friendly and helpful. I requested a room on the 3rd floor and she checked us in and gave us room 338. When we got up to our room we unpacked the dinner we had picked up prior to our arrival and set our two kids down to eat at the desk table. I then ran down to the lobby and got drinks for us all. After we ate we proceeded to start putting our items where we would need them when I noticed that the bathroom looked like it had not been cleaned. There was hair in the sink, shower, and on the toilet seat, in addition to that there was toothpaste splattered on the mirror and on the wall and a piece of bar soap in the drain if the sink. I then called the front desk to request housekeeping to correct the unacceptable conditions in the bathroom to which I was told that there would not be anyone that could correct the issues that we were having due to housekeeping being gone for the day and that the only thing that they could do was move us to another room and suggested a room next to the one we were currently in. I advised the man that I spoke with that I would like to look at it first before we moved and he agreed to meet me at the room. I went into the room and it was also dirty. He asked what exactly about it was dirty so he could point it out to housekeeping. I showed him the coffee spilled under the coffee pot, the hair and residue in the sink and on the mirrors of that room as well and did not want to go further into the room. I then asked about cleaning supplies for the room I was currently in. He came back with a swiffer dry mop and some sanitizer spray. I requested a vacuum. I have photos of the mess left in our supposedly clean room. It is...