DoubleTree by Hilton St. Louis Forest Park — Hotel in St. Louis

The whole reason for staying at your establishment was due to being in a close proximity to Barnes Hospital. My wife had to have an emergency surgery to remove a brain tumor and the location made sense. At the time of check the staff was notified that our stay may have to be extended due to not knowing what may happen during the procedure or the length of time in hospital. We were reassured that this would not be a problem and just to let them know if we needed the rooms for longer. When the time came to talk to someone about extending the stay, my daughter made the first contact with your staff. I was then required to contact them myself, which I understand due to my name on the billing. The problem was that I had to leave my wife's bedside to be talked down to by a hotel staff member because she didn't understand what was going on. My daughter was then verbally assaulted by the same employee when she had to go back and get the room keys re-registered for the rooms. Apparently we were locked out of our rooms while waiting in the surgical waiting room for 14 hours due to going over the initial reservation. I would understand this normally but we made arrangements with your establishment beforehand and then notified the need for more time before the end of our initial reservation. Our stay was extended, but for only 1 room instead of the 2 we had to begin with. One again, other than the verbal attack, this was understandable. We notified your staff that we need 2 more days and this was agreed upon. After one extra day we were once again locked out of the room. Our keys no longer worked for the door and I had to go get them reactivated again. The lady I spoke with this time was very cold and dismissive and passed me on to another but was told I had to wait because this person was on a break. At this point I had sat through the stress of waiting for my wife to go through a 14 hour brain surgery, and maybe 5 hours of sleep in 46 hours while staying with her. I hoped that your staff would have understood but sadly this did not change anything for them. Eventually I asked just to be able to have access to the room so I could retrieve my belongings and leave. My disappointment with a hotel that is supposed to be closely connected to the hospital is beyond description. Everything was taken care of on my end. I did everything I agreed to initially as far as letting your staff know if an extension was needed but every time seemed like a battle. I wanted a place for my family to go when they needed a break from the stress of the situation, a place that understood that we might need the rooms for longer than initially thought. I was under the impression we had this after the initial check in and conversation with the staff,...

I have stayed in this Double Tree Hotel 35 nights in June-July and am presently staying here again for another 31 days. I also made reservations for 8 nights for a friend for next week.

The location is good largely because of its proximity to the cafes and restaurants in Euclid and Whole Foods aside from Barnes Jewish hospital and doctors if needed.

On the other hand the Front Office services is found to be wanting. On my first visit the credit card used by a friend in making the reservation was billed despite my having given my own credit card info upon check in. I corrected this while I was still in the hotel. This meant giving my card information again to Front Office and settling the bill with my friend. When I checked out the card of my friend was again billed for the extended stay. Not only was this inconvenient it also caused embarrassment. When I was making the reservation for my Year end long term stay the confirmation details via email was not the same as what was officially confirmed by Hilton. I had tried to correct this and was unsuccessful. I even had to ask another friend to call Double Tree from California to save on international call. As a frequent and regular guest I requested for the same room two months before arrival date for the same room as my last stay. I was flatly told .. that could be done if it was available. I was, at this point, cynical but still proceeded to confirm my reservation. It is Christmas Eve and I received the memo or notice that there is no breakfast tomorrow Christmas Day only at 6pm. While I understand this, would it not have been better if we were notified earlier so we could be better prepared? Most importantly, I have signed up for Hilton Honors membership and the points earned for the 35 nights stay have not been credited to my membership. I tried to resolve this with Reservations prior to coming here and was told there was nothing they could do about it. Upon arrival I asked for the help of the Front Office Manager and was told two days after that I would need to call Hilton myself since he had no access to my membership information. I just called Hilton a while ago and was told that it would have to be a Double Tree employee who should call Hilton so they could open a “ticket” . So what is the correct procedure?

I really do not want to spend my stay here playing ping pong to get this situation resolved. What can be...

We’ve been staying at the Double Tree Hilton multiple times, to be close to the Barnes Hospital for medical procedures. And I just can’t tell you enough good things about the employees of this Hilton location. Here’s a recent example… We checked in on July 23rd, as I had to be at the hospital the next day. As soon as we walked in, at LEAST two employees recognized us, and welcomed us back! They were having computer problems that day, from a worldwide outage of some kind that was still causing problems. Not a problem for them! They were running everything beautifully, and had us escorted to our room in no time. Early the next morning when we were just out the doors to head to the hospital, one of our favorite gals from the dining area came out the doors calling for us. She said she just wanted to say hello, and to tell us how happy she was to see us….and I got a big hug, and she wished me well for a good outcome at the hospital! She took amazing care of us the last time we stayed, made sure we had our breakfast, even though they were just shutting down the dining room. If you are reading this…I wish I could remember your name! I want you to know that your beautiful smile, warm and kind heart, and uplifting attitude is something we will look forward to seeing whenever we come back!

At the end of my stay in the hospital, there was a holdup on my being discharged. I called the hotel, first to see if we could cancel my husbands room for the next night, as I was being discharged a day early, and to let them know we were running a little behind on getting me out of the hospital. The cheerful voice that answered my call was easy to recognize, it was the Manager Mrs Stephanie Smith. She assured us there was no problem at all, and to not worry. She has the most uplifting and welcoming personality, beautiful warm smile, and you feel like you’re around family with Stephanie, and all the others. I know this is a long review, and a little late on my posting….But now that I’m feeling better, I want others to know how well the Double Tree Hilton staff took care of us. My husband and I are both very grateful for each and...