Embassy Suites by Hilton St. Louis St. Charles — Hotel in Saint Charles

I searched around before I found and chose this hotel to celebrate with my son his 13th birthday. I picked this hotel because of the pool and hot tub, wasn’t too far from home, and seemed like a good place. Once we got checked in we decided to go swimming because that’s the whole reason for booking the hotel room. Get to pool and it’s about 5/6 girls by themselves in the pool and they are all under the ages of 11/12 and they are outrageously loud screaming and hollering at the top of their lungs making it impossible to relax and enjoy the pool. I called the front desk and was told someone would come and see what was going on but after waiting no one came to address issue so I had to get out and go to front desk and after a few more minutes that’s when a manager came and by then it was an adult around and she lied and said they had just gotten there which she did but the kids hadn’t. So because they were loud and disruptive we decided to come back later that evening hoping they would be gone. When we came back it was more to that group and it was kids fully dressed in jeans, tshirts, hoodies, and socks. When I called yet again about the clothes being worn in water as well as extremely loud noise level I was told there was nothing they could really do about it and that there wasn’t a dress code for the pool and as long as they are covered it’s fine. However because of that the pool was a murky green pond color and the hot tub had dirt in bubbles as well as a ring around it. So that cut swimming short and we couldn’t enjoy what we really came to do. So we went back to a room to find the refrigerator went out and my ice cream completely melted as well as some of my frozen items thawed. After swapping fridge out a fuse blew and we had to switch room. I asked for extra blankets and towels and never received the extra blanket even after telling them I needed another other than what was already provided in the room. The next I woke up at 6 to go to front desk to inquire about a few things as well as to make sure the pool opened at 6am like I was told as well as it’s posted. Come to find out pool opened at 8. Went back to room dozed back off only to be woken up around 715am to a purge sounding alarm with a voice saying this is an emergency and to evacuate. So I leave out room and after a few min it says it was a test. Get back to room and it goes off again a few min later. And it was another test. So we decide since it’s close to 8 we can jus go swimming til checkout. Get changed and go to pool and it’s closed for additional cleaning. Went to front desk to express my unhappiness with stay and I received a partial refund and was told I would get points that equated a free nights stay. Since then I have received my partial refund but not points. The first time I called a man told me that it would take at least a week up to 30 days. I wait three weeks call and now they don’t have that in their notes. Currently still waiting for a call back with an update. We came to relax and didn’t get a chance to do that like we wanted to.

Update: today is February 21st and I have yet to receive the points I was told I was going to receive. Instead of calling me back nobody didn’t I had to keep calling back and every time each person I speak with gives me the run around or tells me they still have to talk to the person I spoke with the day of my visit. This is ridiculous and I wouldn’t recommend nor...

This Embassy Suites has always been a bit over-priced for what you get, and after a past experience I had decided to not stay here anymore (poor customer service, loud, pool issues, and more). I ended up staying here again because the convention I was attending was in the same building so it was more convenient to be at the hotel attached. The TLDR is we got a decent room and had great customer service this time so it was, thankfully, a very pleasant experience!

We had reserved 2 rooms and requested to be close together. We used the app to check-in online and were pleased to be able to select rooms within a few doors of each other and use a digital key. We arrived several hours apart and check-in for both rooms went smoothly. The first room of people enjoyed the happy-hour free drinks while they waited for the second room of people to arrive.

There is a shuttle to nearby Streets of St Charles where you can go to a variety of restaurants and shops; this was a great addition since the last time we were here. There driver was a bit gruff on the trip leaving the hotel but was much happier on our return trip.

The rooms are clean, but still a bit dated. They really could use a remodel, but they serve their purpose. All of the rooms are suites, so there is a separate bedroom and living room/kitchenette. This set-up is really nice when the people in the room wake up at different times, and the full-size table was great for playing games. The beds were comfortable, and the A/C worked. We were on a higher floor so, even though we were near the elevator, it was still much quieter than previous visits.

The breakfast staff was quick to clean tables and friendly to customers. The omelet station had a really slow man working it one morning, but the woman who worked it the rest of the time was a rock star. There is a breakfast bar that also has self-serve waffles, potatoes, sausage (it wasn't great), fruit, and muffins. Note- if you want bacon you do have to stand in the omelet line!

The last thing to address is the staff at the front desk. When we arrived there was a gentleman who opened the doors for us and the staff at the desk was friendly and welcoming (we stopped to get a keycard for the second person in my room). When it was time to check out, there were so many convention-goers leaving that there were no luggage carts. I have a bad ankle after having surgery and sometimes use a cane, so when I asked about any "secret hidden carts" Nick at the desk said they didn't have any but he would be happy to help. He went up to the room with me and grabbed literally every bag I had except one shoulder bag. He went so far above and beyond! Sheila deserves a shout-out as well, she was at the desk a lot during our stay and was always helpful and friendly. These two really did a stellar job!

After this stay, I can honestly say I would be happy to return, despite it being a little...

Long post Alert: This is the worst experience that I've had at an Embassy hotel. We had 4 rooms, and all of our rooms were hot. No matter what we set the thermostat to, they didn't cool down. Some of my family members went to Walmart and bought a fan to make it cooler in the room. We couldn't sleep the first night because of the heat and a weird sound that they (the front desk) told us was probably the air conditioning unit. On the second day I got a text asking how things were going. I explained the issues that we were having, and Jameson told me to come by the front desk and speak with him. When I got back to the hotel I went to the desk and asked for Jameson. The young man working the desk acted like he didn't know who that was; even after I showed him the text message. I told him what was going on with the air, and he said he would send maintenance up to our room. The air was a little cooler, but it still wasn't where it should have been. On our second night there, a bunch of kids checked in; it seems like they were having a couple of birthday parties or something. They were running up and down the halls cursing and knocking on people's doors. My nephew called the front desk to complain because it was almost 11:30 PM, and he was told that they paid for their rooms just like he did; definitely not a professional way to handle that situation. We asked for housekeeping for 1 of the days we were there. The room didn't smell clean, and they put 2 new towels in a room with 4 people. The math definitely wasn't math-ing! Then there was breakfast. The lady working the omelette station on the first day we were there was very overwhelmed. My nephew told her that he didn't want cheese (due to lactose intolerance), and she gave him cheese anyway. My grandson wanted a plain pancake, and she put chocolate chips on it; so she had to make him another one. She was moving really slowly. The fruit that they had on the breakfast bar looked old and gross. The only good thing was the breakfast potatoes. The second day we went for breakfast, the man at the omelette station was rude and very slow. We didn't even bother going to breakfast after that. I get that they're trying to save on labor by hiring through the Americans with Disabilities Act, but they need to make sure that they have the right people in the right places. We upgraded from a different hotel so that we could have the Embassy Experience, but we did not get the experience that we are used to getting from Embassy. If we visit the St.Louis/St. Charles area again, I don't think we will stay at Embassy. The price is too high to get...