MainStay Suites St. Louis - Galleria — Hotel in Richmond Heights

This hotel has been booked for my organization's major event every year for the last 4 years.|In 2021, it was phenomenal. From the grounds, to the rooms, to the staff.|Sadly, I can not say that about any part of it now.|This year was completely and utterly disgusting.|When I called last month to book my personal room, there was zero mention that the pool was put of order (discovered as i arrived and saw the sign on the gate to what looked like a swamp with furniture strewn about), and no more continental breakfast. I was traveling with two small children, and having both amenities is what the deciding factor was to stay with the group.|Had I been made aware, I would have chosen another place that had these.|No housekeeping. If we wanted fresh linens, we were told to bring the dirty to exchange.|We were placed all the way in the back corner on the second floor. Pulling around to that area, there were unsupervised children, ranging from in diapers to around twelve years of age, throwing landscaping rocks around.|Pulling into my spot for building 16, I parked next to what appeared to be an abandoned vehicle, beat up, and the stench of Marijuana around it.|Trash around the property as we walked to the back and up the stairs.|Upon entering the room, a sign on fireplace stating, "PLEASE DO NOT USE FIREPLACE THANK YOU MANAGEMENT."|Ice maker in freezer broken. No paper ttowels available in kitchen. A full pot coffee maker with no coffee filters. No vacuuming of carpeted floor. Corner wall protectors dangling from corners of walls. Hallway light not working. Bathroom sink with random hairs. Dirty toilet. Shampoo and conditioner dispensers empty, and soap dispenser completely missing. One tiny Shampoo and one tiny conditioner on counter. Only two sets of towels for 3 guests for 3 days. No linens for fold out bed. Had to go to front desk, past the two girls yelling back and forth about inappropriate things with foul language with my kids. Check under that bed in 1623. I guarantee whomever cleans has not touched under there in atleast a year. A cardboard box, dirty sock, a dirty comb, a vape, food crumbs, and something wrapped in paper towel I REFUSED to investigate|Staff that, "Don't know, Supervisor left," is unacceptable. Im supposed to just shrug my shoulders and happily fork over my hard earned money, which over 500 dollars to stay here and these conditions was a complete disgrace and I should be reimbursed. To charge that much and to truly believe that is acceptable at those rates is delusional. I will never stay here again, I am in discussion with our organization to find another hotel that has far better standards when a whole block of people is spending that much money. I will also be contacting Choice Hotels regarding this experience, and reviews will contain photos of everything experienced during this...

This is a continued review..I stayed @ Mainstay suite Galleria from December 5-12th. I will never stay again for several reasons, due to the fact, (1) there is no way to contact staff should an emergency arise..they're posted hours of operation are from M-Th 8am-9pm, F-Sat 9am to 10pm but noone was ever there at 8am they showed up an hour late, if you tried reaching them on there emergency phone in outer lobby, it just rang & noone ever picked up to assist you. (2) The manager Luis Costillo, had no clue of what was going on, when you tried explaining your concerns & issues with what was going on he would keep interrupting you, he yelled @ me & made it clear he wasn't compensating me for my inconvenience due to my being locked out of my room for about four hours..cause rather than say there system had a malfunction he tried to say it was an act of nature out of his control..which by the way, no weather related any of nature occurred during the time of the door/key system was down. After I was invited into the manager Luis Costillo's office to discuss my concerns, which I never got the chance to do, because Mr Costillo kept interrupting me, yelling at me, he then threatened to evict me because I advised him that I was going to call the Better Business Bereau & code enforcement about his behavior & the incident he told me to get out of his office cause he was done with me & when I refused to leave right then cause I hadn't gotten a chance to voice my concerns & issues of being locked out of my room for a while, he, Mr Costillo then told his staff to call the police on me, he told me I could leave & that he wasn't refunding my money back to me..I ask him why wouldn't he let me speak & explain my side of the story he kept telling me to leave..so I left... (3) When I left the clerk Mike said everything was paid in full & that I didn't owe anything else & that he would have my security deposit returned back to my account..instead I checked my bank account & they had unauthorized charges of $21 , $5.62 & they double charged me for one of my night stays..when I called they couldn't explain why there system was charging me with those charges..After multiple calls & even driving back to the Mainstay suite Galleria some of the charges were reversed, I had to dispute the $21 unexplainable charge with my bank..Never, Never stay there! Nasty attitude manager, unreliable staff for reporting to work on time, & unexplainable unauthorized charges they put on your bank account, a headache trying to get it resolved & fixed..I only gave them 1 star cause you can't post a review unless you give 1 star...

NEVER BOOK A RESERVATION HERE, (One of two reviews due to length) The first night, I was given a room that had a door that you had to practically kick in or push real hard in order to enter the room..I was moved into another room..the rooms were beautiful inside & some of the front day desk clerk were very nice, Reese, Ronnesha, Mike & one of the maintenance men..*but an issue arose where ther door/key system was down & it caused me & my family inconvenience for 2 days were unable to get inside our rooms with there door key unless we found staff to let us in.. because the key didn't work, staff was well aware of the issue with the keys..they didn't have anyone working or accessible to contact should you get locked out of your room. Per the posted hours of operation on the door, they were scheduled to open @ 8am- 9pm on Sunday-Thursday & Saturday 9am-10pm..which noone was ever there until 9am or 8:55 am..I went to speak with the manager Luis Costillo regarding my inability to access my room, cause of his system that was down..Mr Co I stillo proceeded to tell me it was an act of nature the reason the system was down, which wasn't true, cause no bad weather had occurred during the time of the incident, I was there to let the manager know that I still was unable to use my door key/card to get in my room but he kept cutting me off, asking me who was paying for me to stay @ the Mainstay suite, I tried to explain to him..& he accused me of getting loud with him, he told me he paid $2500 to have the system fixed..although I advised him that I still was unable to get in my door, he argued & said that the system was fixed & I should be able to get in. I told him I still couldn't get in, he asked me what I wanted him to do to fix the situation. I told him that I wanted him to fix my door so I could get in my room & I told him how I was locked out of my room & how his staff wasn't on duty during their posted hours of operation, he then ask what room I was in & went to my account asking me who was paying for me to stay there, I tried explaining to him how myself & my landlord was paying cause of work being done in my home..Mr Castillo kept cutting me off saying who is paying for you now to stay, I kept trying to explain only to keep getting cut off by this manager..he yelled, told me he wasn't going to compensate me for my convenience cause it was in his eyes and act of God although it was a faulty...