Aloft St. Louis Cortex — Hotel in St. Louis

Valet parking service was abruptly cancelled in the MIDDLE of my stay. Chose valet because self parking pricing was falsely stated as a flat rate on the website when booked, distance/location was not provided on the website and it turned out not to be a safe walking distance. Rashad leaves a message on my room phone 8/14/2021 with very little info, only letting me know that valet is being discontinued "tomorrow by 1pm" and that there is free street meter parking on Sundays (8/15). No written communication with details was ever provided under the door or by email in follow-up. The manager working after 11pm on 8/14 (Sinai is the name he gave) was rude, unprofessional and used slander to insult me when I asked him more about the sudden change, expressed my frustration and asked for more details. He used an inappropriate tone, raised his voice, rudely stopped listening to me and started talking to another colleague while I was speaking/answering a question, never apologized for the change but emphasized the effect on him only, had to have details pried and pulled out of him, provided false information regarding the self parking location and shuttle service, which I was told the following day was untrue. He also used slander to insult me by asking if I was "inebriated" AND then assuming that it was the case simply because I told him that his attitude and disposition was rude and unprofessional and that I was being placed in an unexpected and unsafe position and not being accommodated appropriately. The next day (8/15), I spoke to Rashad at the desk around 6pm, and I was given different information about the location and shuttle, including that there would be NO shuttle service until 8/16 (Mon) and that I would have to walk back from the garage on 8/15 regardless of the time of night or (hope to) find a spot at a nearby meter and be up prior to 7 AM to move my car to the garage or pay to park at the meter. He made it clear that my safety was not a priority and that my long-time loyalty, membership and patronage to Marriott didn't matter. He offered a one night's valet parking credit for this inconvenience and horrible experience as a slap in the face. The complete experience (including other issues not discussed here) and so-called compensation is unacceptable. I fully expect to have this issue addressed to MY satisfaction by a higher level manager at Aloft and Marriott customer service. I am urging others to not book at the Aloft St Louis Cortex. The service and professionalism is below the standards of what I have seen of most Marriott hotels. And if this is the new, poor level of service that we can expect of Marriott, I can choose another hotel...

Mixed Feelings at Hotel Aloft St. Louis Cortex

My girlfriend and I recently spent a Super Bowl weekend at Hotel Aloft St. Louis Cortex for a quick escape and to enjoy some local food and music. After a long, five‐hour Amtrak ride to St. Louis, we arrived at the hotel feeling exhausted but excited. The building itself is stunning; a beautifully designed space that immediately impressed us. However, our check-in experience left much to be desired.

The trouble began at the front desk. A staff member—Devin—handled our check-in, but the process was anything but smooth. Despite having a confirmed reservation via Hotels.com, Devin insisted on needing a Marriott rewards number. I explained that I didn’t have one since I booked through Hotels.com, but he wouldn’t budge. After a lengthy back-and-forth (about 5 to 7 minutes) during which I provided every possible piece of identification and reservation detail I could find, he finally acknowledged the reservation.

Then came another twist: Devin requested my driver’s license and major credit card. When I presented my Chine Credit Builder (which I load to avoid using my primary bank), he abruptly rejected the card, stating that Chime was not accepted!Leaving me both puzzled and embarrassed. After debating this for a few minutes, I ended up using the same card again for check-in (proccessed without any issue), and the charges were applied as soon as the trip was over.

It was finally time to get our room keys, and as Devin was explaining how to get there, he mentioned that we would be steps away from the bar. As if the check-in ordeal wasn’t enough, when I asked if we could switch to a quieter location Devin curtly replied that he could only change our room if we were Marriott members. Despite explaining that our goal was a peaceful getaway, he eventually “did us a favor” by moving us to a room on the third floor unbeknownst to us is conveniently right above the bar and a men’s restroom. The constant sound of flushing and late-night music made it clear that our quiet escape had been compromised. Great job Devin you got us good. 😞

Despite the frustrating check-in and service issues, the hotel itself is a gorgeous establishment in a prime location just a few miles from the Arch and other local attractions. We ultimately had a good time exploring the area, though the initial interaction left a sour taste.

I’d consider returning in the future if improvements are made on the front desk service, but perhaps after a little time has passed. For now, I hope this feedback helps ensure a smoother experience for...

I visit St. Louis regularly, at least once a quarter, and always stay at a Marriott as I’ve had better experiences with this chain in STL. This trip was no different, except I tried the Aloft for the first time.

The goods: It’s a nice walkable area, a short drive/uber to the Central West End or easy highway access, great onsite amenities including a lovely outside bar area and another outdoor area next to the indoor pool. I found my room and the common areas to pretty clean and the staff to be attentive to requests (pillows, towels). They also allow dogs, which was my main reason for choosing Aloft over the AC, my preferred Marriott in STL.

The bad: An incredibly rancid smell coming from the ice machine (it was right outside my room), unclear housekeeping practices, ants congregating around my room door (but no signs of why) and an overpriced parking garage ($25/day) a few minutes walk from the hotel.

I was traveling with an anxious pup and therefore chose to forgo housekeeping and put a do not disturb door tag on my door upon leaving. When I returned, housekeeping was at my door, a different door tag was on my door, and my dog was whining as if something was wrong. While I’m not sure if someone accidentally entered my room, I am sure the shuffling outside my door and noises caused problems for my pup. All I wanted was confirmation no one knocked on/entered my room. The hotel staff couldn’t give me that and it was upsetting that they lacked empathy.

I travel with my dog often and haven’t had this problem previously. My suggestion to hotel management would be to consider a door tag that alerts housekeepers and other staff that a dog is in a room and they shouldn’t enter. I’ve experienced this at many other non-Marriott chains and found it’s led to smoother guest/dog interactions.

FWIW: I live in an elevator building in Chicago. My dog is used to hearing coming and going at all hours of the day and night. What he is not used to is unexpected knocks or entering from people he doesn’t know while he’s in the unit. This is what leads me to believe housekeeping (accidentally) entered our room. Rather than just apologize for the mistake, front desk staff was dismissive of our concerns which was hurtful, especially as Marriott loyalist and very frequent travelers to St. Louis.

Because of this experience, we’ll likely go back to staying at the AC...