Sleep Inn & Suites O'Fallon MO - Technology Drive — Hotel in O’Fallon

We had a generally lackluster stay here — passable but with issues.

PROS: • Ample well-lighted parking • Easy access to Hwy 40 and 364 • Generally quiet location

CONS: • Each time we went to the front desk (check-in, housekeeping/towel service, and checkout), we had to go find the clerk, who was off in the back office, laundry room, food area, or elsewhere. • On the Choice Hotels website for Sleep Inn, we’d been assigned a pet-friendly room, which we didn’t want, and we’d requested a quiet room on a high floor. We asked for a similar king room that wasn’t for pet owners and were never told that the substitute would be a first-floor ADA room instead. (The ADA room meant no storage under sink, bars and chair in the shower, and a zero-edge shower floor.) • The toilet seat was nearly off its hinges, moving at least an inch with a touch (not safe in any room, let alone an ADA one). • The sink leaked both at the faucet and underneath (it had plastic caps added under the sink as though repaired previously, but water still ran down the tile and puddled on the floor, with dead bugs along the tile, and was wet enough on the counter to soak through an entire box of tissue). • Due to the sink leak and edge-free shower, there was continually water on the floor, and since housekeeping is available only upon request, it was hard to find enough towels/bath mats to wipe it up. • The restroom had no bath fan, giving it a humid, cave-like, musty feel due to the water issues in that space. • Upon checking out, we told the general manager that we’d been charged an extra $30 for this ADA room by the registration clerk (even though we weren’t notified of the circumstances of the room at that time), and we said that we wanted to pay only what our original receipt was supposed to be. She twice told us she couldn’t adjust it since we booked through a third-party site (not true — we booked directly through Choice Hotels, Sleep Inn’s corporate parent). • We were then told that the price adjustment hadn’t occurred on their end (also not accurate) and told we must’ve booked an extension to our stay (we hadn’t). • When I produced the original Choice Hotels e-mail, showing the booking price $30 lower than what we were charged, she then found in their system that the registration clerk had indeed done an override and in fact charged us more upon check-in. • We asked her to fix it and produce a zeroed-out paid invoice, but she told us that she was tired and needed to go home and sleep — that she would do it the next day. I then asked for a note or e-mail of some kind to at least acknowledge that this would happen, but she again stated that she was tired and needed to go home (7:30 a.m.). When I asked if someone else on her team could do it, she said that, no, she was the general manager and she would need to back it out and rerun it herself. To her credit, that did happen, and we did not have to call Choice Hotels corporate customer service to fix the adjustment, but overall it seems that the general manager sets the tone for the quality of customer service, and this experience did not represent one I’d...

Beware of misleading information and lack of customer service.

On Friday May 31 I made a reservation at the Sleep Inn in O'Fallon. Immediately upon this online reservation being made in O'Fallon, I realized that I had mistakenly booked the wrong state. The reservation I needed for the softball tournament we were traveling for should have been O'Fallon Illinois.

I IMMEDIATELY emailed your company asking for the reservation to be moved. Obviously, I did not want to stay 50 minutes away from our destination when there is a Sleep Inn three minutes from the field. Due to the same names of the towns and the close proximity, I thought that it was the same hotel.

I IMMEDIATELY emailed and asked for this error to be changed. I did not hear back for a while and was told to call the hotel in Missouri.

I did so and spoke with Jennifer. Jennifer said that my reservation COULD NOT be moved, but she was happy to cancel it. She offered the cancellation to me and said I could get a refund. I asked Jennifer when I could expect to see the refund on my card. She said within 5 business days.

I would not have canceled if Jennifer did not promise a refund within 5 business days. Because I still needed a room in this area and 50 minutes is still closer than where we are traveling from.

I then reached out on the status and checked when no refund was given. I was told different information from what Jennifer told me at the time of the call. I was told I was no longer eligible for a refund despite being advised by your associate (who made the cancellation) that I would be given a refund. Now it is passed the date so I can't use the room or get a refund apparently.

I feel like I was misled into taking the action that resulted in no hotel and no money. Why would I pay for a hotel and not take the room?

I have now reached out to the hotel directly and received no response. I am really disappointed in the level of customer care provided...

We removed the Do Not Disturb sign off the door when we left at 10:45 a.m. Saturday. When we returned a little after 5pm our room had not been serviced. The desk employee told my husband that they had been having problems with the housekeeping staff. She brought towels up. She said the manager would be there Sunday morning & we could talk to her about receiving any compensation. The manager was not there Sunday when we checked out & my husband talked to a supervisor. She told him the head of housekeeping went by our room at 9am & 11am & the Do Not Distrub sign was still on our door. We know for sure that it wasn’t, but think that she may have been confused with Room 223 next to us. They had 2 dogs in the room & I specifically noticed their Do Not Disturb sign on their door every time we went out & came back. They said there was nothing they could do about compensating us for the room not being serviced. Also, we arrived at 2:30 pm on Friday, we were told we would have to pay $20 if we checked in before 3pm. We have stayed many times at Choice hotels and have never heard of this policy. So at 3pm, there were several people waiting in the lobby to get checked in. So ridiculous!! Every time we left & came back to the hotel, there was never anyone in sight at the front desk, we had to holler for someone to help us. Very poor service. Can’t believe the Choice properties run a hotel in...