Staybridge Suites Ofallon Chesterfield by IHG — Hotel in O’Fallon

Confirmation #: 21421325

All the best,

McGrail

General Manager

Odd that McGrail would be asking me to write a review when he doesn't even work there anymore.

We had stayed at this facility late in June for the first time, we had a favorable experience so we booked it again, we definitely had some experiences this go around.

Was asked after our first stay to do a review and what could be done to improve things, on the improvement process I had suggested making guests aware of the pool hours, breakfast hours and social hours upon check in. That did not happen again, but we were more savvy with this our second stay.

Less than 2 hours after checking in I was at the front desk to make them aware of the water leaking onto the carpet in the bedroom from a yet undetermined source. I was told that maintenance had gone home for the day, but they could have them come up first thing in the morning to room 212 to address the water, I was also told that some extra towels would be brought up to place on the wet carpeting. Sadly we never saw any towels. As I lay awake during the night listening to the water drip and thinking of Legionnaires Disease, I decided we needed out of room 212 as we had a 3 night stay booked. 7:30 in the morning I was at the front desk laying out possible solutions for a room change and then laying out the defects in room 212. I asked to speak with McGrail the General Manager as he had E-Mailed me 3 days prior about my upcoming stay, that is when I learned he was no longer working there which I thought explained a few things.

The person I was dealing with is Abhi, I can not say enough good things about how he handled our room situation and made us feel welcome, by 11:30 we had a new room that was prepped for us for our next 2 nights. I will not recommend to others to stay here at this typing, but because of Abhi I will stay once again and allow Staybridge Suites the opportunity to win me over. As you will hear we have more experiences to share.

Our last night there a little before 1:00am in the wee morning hours the fire alarms strobes and horns are triggered and the entire facility must evacuate. After 1.5 hours outside people were told that they could go back inside even though the horns and strobes were still active. There was a sprinkler line leaking up above room 312 which was right above our original room 212 with the water issue. Hmmmm.... There was never a headcount done to determine that everyone had safely evacuated, nothing done to try to accommodate guests, on the plus side once people could go back in the with the alarms still sounding they could at least grab their things and leave at 2:30 in the morning. The fire department was not able to use the "Administrator" passcode for the alarm system, which should have allowed them to acknowledge the alarm and place it into "Trouble" mode while repairs to the system were made. I was surprised that no one higher up the corporate ladder had shown up or even attempted to get additional employee's on sight to help deal with the issue. There was family's with little kids standing outside barefoot and shaken as their parents tried to console them.

As I stated earlier because of Abhi and his efforts I will stay once again and allow Staybridge Suites the opportunity to win me over.

Oddly enough when we did check out, nothing was said about the inconvenience of being up for 4 hours due to the alarm system being triggered for a water leak. The water made it from the attic, down to the hallway by room 312, down to room 212, down to room 112. Standing water in the hallways with ceiling tiles destroyed from water damage strewn about. Really? No comment? Then again I am still getting E-Mails from the general manager who is no longer employed there, tells me the problems go a bit higher than his position.

Best of Luck Mr. P as you try to right this ship that has run aground, I will stay once again because of the promise the future holds under...

Viewing the hotel from the outside, my husband and I assumed this hotel was going to be one of the nicer ones. We had been traveling for 12-13 hours so we were ready to check in and get some much needed rest. We really liked the size of our room- the bedroom was separate and there was a kitchen and living room! However, once we got into the room and started sitting our things down, we noticed that it just wasn’t clean. The carpeting looked like it hasn’t seen a vacuum as there was stuff sprinkled all in the carpet, toenail clippings on the floor, just dirt all over the floor like it has been there for a while. The couch was so uncomfortable, worn out and dirty, it appeared like it had never been cleaned or replaced. There was some kind of spillage going down the counter to the floor where the bar stools are. The bathroom was yucky as there was hairs on the bathtub, dirt on the floors, the bathroom door knob was broken, a sound of dripping water in the ceiling (which may have been going on for a while as there is a crack in the ceiling coming from the light, so that sounds a bit dangerous) and someone wiped poop on the back of the bathroom door. There was what appeared to be a spill or pee on the box spring covers on the bed. Greasy hand prints all over the headboard. This hotel is pet friendly, which I’m glad for as we were traveling with our very small dog, but how pet friendly is it when your dog finds a piece of chocolate on the floor and you have to wrestle with her to get it out of her mouth so she doesn’t get sick?? If we weren’t absolutely exhausted and knew of the area better, we would’ve just left. We slept there and left as early as we could. I do appreciate how quiet the hotel is and there is no screaming, running around and noisy people, but the cleanliness of the rooms are sick. I would be absolutely embarrassed to be an owner of this hotel. I understand it has to be difficult and a lot of work to clean a busy establishment, but it must be done for the general upkeep of the establishment and the safety of all guests. The housekeeping staff needs to be retrained or replaced. I would skip over staying at this hotel.. maybe there are other clean Staybridge hotels or just other clean hotels in the area, I don’t know, but find something better than this before booking to avoid cleanliness issues. And also, if you are one of those people that are just filthy when you visit hotels, do everyone a favor and stay home.. if you can’t be decent and not leave poop on surfaces and nail clippings everywhere, then you need to keep yourself at home!! We attached some photos of what we saw, but trust me we could’ve taken many more. It would also be nice if there was some better lighting outside to be able to see when walking your dog. This is just ridiculous. I was nice enough to give the rooms two stars only because it is spacious. Do better for your customers,...

Just know if you’re looking for a slightly below average extended stay then this is the place for you! First thing you’ll notice (or at least I did) is that this is not a very well taken care of hotel. And what I mean by that is you can typically tell most about the property by how it’s taken care of, the first thing I noticed was the tile floor at the entrance was dirty, now not like someone had came in with dirty shoes or leaves had blown in dirty, but long term ground in dirt on the textured tile, and grout lines are BLACK, zero effort to clean it up, having a commercial property like this is expensive to maintain but a professional floor company twice a year isn’t expensive! And the elevator is same as entrance! I arrived on a Sunday evening and left on Thursday. In the elevator entrance you could see where someone had spilled a drink and that happens….but most hotel cleaning staff will clean that immediately well not here it was there till Wednesday! The floor in the elevator is disgusting. See photos, there have been several low budget half way repairs done to walls and ceilings an just patch jobs! lol. This property has seen better days and the furniture same! Now for the good it’s really quiet here and the staff is non-existent except for the Evening Food Attendant who looks pussed off and ready to go off on you if he ever decided to get up from his chair and get off his phone! And forget it if you have a problem during your stay! The AC in room 312 was not working but it’s cool outside so I opened the windows, but I also reported the AC to the front desk 3 times and it was never looked……I placed a piece of tape on the Door where the HVAC unit is located and as you’d guess it hasn’t moved during my stay! Now had it been summer time we’d be having some serious issues! |||I always felt safe and alone at this property! Albeit the occasional other guest! But only saw one front desk person at the front desk, saw them a lot on the couch in the great room, and once sleeping there on the couch! ||This poor property is very dated, and in need of some love, new furniture, shower heads, curtains, lamps replaced (where missing-desk). And just an overall facelift! If you’re looking for a place for the family? Go elsewhere this is a worker stay place that doesn’t want amenities…you know like outdoor stuff like pool, pool furniture, pool tables, the fire pit (doesn’t work) and the furniture looks like it was put here when the place opened! Overall this place is ok for the price but don’t expect anything but well below average, which is disappointing for an IHG Property and the new image that they’re trying to build!...