Homewood Suites by Hilton St. Louis - Galleria — Hotel in Richmond Heights

The worst experience at a Hilton ever.

I had two different families in my party, we booked separate but wanted to try to get adjoining rooms. We called several days before check in to ask, we were told we needed to call the day of check in. When we did that, I was told there was no way I was told that and let me see what they can do. Thirty minutes of being on hold later , I was told that because we paid with reward points, that would not be possible. Made no sense but the person I was speaking too had already made it clear she wasn't truly listening to me.

When we checked in we were told there was a parking fee, which we got charged 3 times for a 2 night stay. (I saw the bill and saw the charge for three times) It is advertised there is free parking. We were told the new owners made the change within the last week. I tried having a conversation about why it was still advertised but the front desk attendant interrupted me and shut me down. Reading reviews, i saw on where it was 3 months ago they had the same issue. If the change happened in January, why is it still advertised as free parking?

When I got my room key I went up to my room only to discover it was not in fact empty. The interaction with the front desk staff during that was less than desirable.

When I got into the room, the thermostat was not working, the bed was obvious very old, the bedding did not match, it was dirty, i was given a mattress pad as a blanket.

The other family had booked a room with two queen beds. When we checked in they were given a king suite. When i was asking about the discrepancy, I was told that he did not call the hotel for the room information but called Hilton so obviously we were wrong. He in fact did have his paperwork proving he was supposed to have a room with two queens and again the front desk attendant had to back track her words and make up another story. When i thanked her for taking the time to explain it because I felt like she didn't do that earlier when I asked , her reply was oh yes I did. I looked at her and said no, I do not feel like you did. Why all the gaslighting? Why does the front desk attendant automatically say the guest experience is wrong and there is no way that happened?

Breakfast was awful. The first morning I went down I couldn't even make my breakfast because the staff was all making theirs. The next morning I went own, the staff couldn't keep up with the volume forcing us to go without. The front desk attendant spent most of her time talking to the kitchen staff so if you actually needed something from her, you had to track her down. The other family I traveled with didn't do that and ended up not getting the item they were needing.

The front desk attendant will speak to you in a condensending manner. When you also tell her the eldery person you are traveling with is hard of hearing, she will talk even softer than normal. If i repeated questions or answers in a loud manner, it is because of traveling with someone you know struggles to hear. She came up to me while I was in the middle of talking to my son about breakfast choices to ask about my stay, not even apologizing for the interruption or trying to make the stay better when I told her no.

Never again will I stay at this Hilton or recommend it. Spend your money or points somewhere else.

The response proves my point in my review. My solid examples were ignored. Again, spend your points and money elsewhere. I appreciate the male kitchen staff who saw i was waiting to ask a question and refilled the water. That was the only other staff I ever interact led with at the hotel. I have loved every other Hilton i have stayed at and continue to be a rewards member in spite of this one...

This is our first trip since the beginning of COVID, and we were immensely disappointed that our regular St. Louis hotel hadn't survived it. After lots of research, we opted to stay here. My family of 6 stayed in one of their two bedroom suites. The layout was nice, but the room had major flaws. First, it was not particularly clean. When we came to check in (on time), our room was not ready. The cleaning crew probably had to rush the cleaning to get us in. So, we were willing to overlook the weird dark brown spatter (blood, chocolate, feces?) on the bedroom mirror, dirty room corners, etc. I always travel with disinfecting wipes (even prior to COVID) and just cleaned the stuff off of the mirror. Then we went to use the pullout couch, which was broken and basically unusable. This of course created problems with the sleeping arrangements but due to a unusually slender and small statured teenage boy, we managed to figure it out. The the toilet in the bathroom kept running and we had to jiggle the handle every time. This is, of course, the same toilet whose toilet seat was extremely loose. The door to the room is not properly hung, so it would not open easily and it would not close on its own. And this is just the room!

Upon checking in, they discussed that they would not be servicing our room every day unless requested. I told them that we were ok without having our room serviced every day, but that we would need extra towels. However, when we requested extra towels (7 towels and 5 washcloths for my family of 6 that has 3 very long haired women), they gave my husband a hard time. He had to sack up all of the dirty towels and washcloths and bring them down. I get that people steal towels, but simply create a spreadsheet that tracks how many washcloths and towels are given to a room and then charge if the number of towels doesn't match when they leave. (That's how we handled it at my former college for the Camps and Conferences.) We would have even been less aggravated had they told us this from the BEGINNING. They could have said, "If you need extra towels, just bring the dirty ones back to us and we can swap them out." For $300 a night, I don't think it's unreasonable to want to bathe after spending the day out in 90 degree weather.

Then there is the pool situation. The pool can only be accessed by appointment. I am COMPLETELY behind this. However, they "lost" my appointment and gave it to someone else. I booked my appointment first thing in the morning, but the person at the front desk couldn't find it and gave it to someone else. Then, she put US on someone else's reserved time. This I found odd because if two families could be in the pool at the same time, she could have let us keep our original appointment. Especially as I was the FIRST person to reserve the pool that day (I'm an early riser).

As several people have mentioned, the breakfast is mediocre, minimal, and definitely not for people who are used to eating a well rounded morning meal. This didn't really affect us because we usually end up eating out anyway, but if you plan to eat their breakfast, you may want to be prepared.

The parking spaces are rather tight, so larger vehicles should also be...

As a Hilton Diamond Member. My entire stay was a combination of issues compounded by poor service from the onsite staff. When I originally checked in, I was assigned to a room with a connecting door, despite the front desk staff assuring me that the room did not have one. I asked to be reassigned, which they did. To another room that also had a connecting door, but this time also with a broken door lock. Engineering had to let me into the room, and in their attempts to open the door, they managed to break it. So, I was left that night in a room with a connecting door, and no ability to actually lock the main door. I want to say that Engineering was great, especially Anthony. It was not that group’s fault that the Front Desk assigned me to a poor room, or that they didn’t bother to let Engineering know there were still issues.

When I left for work the next morning, I stopped by the front desk to ask them to make sure Engineering corrected the lock issue while I was away. When I called back at noon to check on the issue, the person at the front desk had no idea about the broken lock. I called back that afternoon, to yet another front desk person who had no idea about the issue. When I got to the hotel around 6pm, Engineering had not yet started working on it, and it was only because I was back on site that someone got around to working on the lock. The front desk staff compensated me with 30,000 points for the inconvenience. Had that been the end of it, I would have been satisfied.

However, I then had to request for 3 days in a row that someone stop by to clean my room. On the 3rd day, when they did finally show up, all they did was empty the trash, and not even that completely. My towels and sheets were not refreshed, and the room was overall in poor condition. I am a loyal and regular customer of Hilton, but will never stay at this location again, despite being back in the St Louis area weekly for the next quarter. The front desk staff needs retraining on how to properly pass off vital information, and the cleaning staff needs retraining on how to clean a room mid-stay.

The pictures attached to this review show the following: Dirty rags on top of pillows that were placed back in the room Dirty Vents in both room AC units Engineering having to break me into my room 3 hour wait for Engineering to fix my door – Caused me to miss plans Glasses in the room were dirty upon arrival Window sill was filthy with dead bugs After waiting 3 days to get the room cleaned, the trash cans were still filthy and the trash bags were just dumped...