Hilton St. Louis at the Ballpark — Hotel in St. Louis

I use to frequent this location to have coffee and lunch as a break away from my office which is located within walking distance on 4th Street ..I also have never had any problems with any staff there prior to the incident which led up to me filing a report with the BBB .This all started about 5 months ago one of the valets approached me in my vehicle yelling “ you need to get off the curb you gone mess yo car up!” Somehow ,it ended up into him going on and on “ I was trying to keep you from messing your car up !” I walked into the Starbucks I got my drink but as I returned to my car I saw the same valet talking with a female security guard .He was talking about me ,he was also very loud .I asked him to mind his business and be professional don’t discuss me .Somehow he started saying “ I did 18 years or 15 years something along those lines .” I did x amount of years in the penitentiary I’m not the one .” I guess he assumed it would intimidate me I said I could care less I did 8 in the Feds ,20 years ago and I travel around the world talking about my life ! You’re at work be professional don’t tell me anything about prison like it’s something to brag about ! Keep in mind this same valet is always starting drama among his co workers .He literally got into a screaming match in the lobby with one of the nicest older front desk host but the other man didn’t yell he just reported the valet! The valet begged me not to make a statement if the hotel manager or anyone asked me if I witnessed the altercation! I didn’t want anyone to get fired so I just left to avoid being asked about it.Every time I went to the Starbucks all of the employees were so nice ! I reported the valet ,a female manager who’s always professional and nice came to speak with me.I asked that the valet not be reprimanded or fired just spoken to and told not to speak to me at all when I return .I stayed away for months .I got notice of some possible changes that might occur at the hotel so I decided I would no longer go I would go to the Hyatt Starbucks instead so I showed up and was excited about my new movie and decided to leave a generous tip for anyone who wanted the items ! lol and behold someone asked “ will you let me see the back of your coat ? I spinned like a model because my personality is big . As I was spinning this rude manager who was short about 5’4 ,light brown with a Afro like hairstyle nearly bumped me off my feet ! I stepped back like pardon me ,he just rolled his eyes,yes he literally rolled his eyes and said what I’m leaving TWO MINUTES LATER THE HILTON HEAD MANAGER A 6’0,MAN WITH SHORT SLICK HAIR HAD THE MITIGATING AUDACITY TO APPROACH ME “WHAT ARE YOU DOING YOU CAN’T SELL ANYTHING IN HERE!” THE AUDACITY TO ACCUSE ME AS OPPOSED TO ASKING ME .I KNEW THE SHORTER FRONT DEST MANAGER HAD GONE TO PRETEND I DID SOMETHING OR SAID SOMETHING TO HIM.I TOLD THE MANAGER NOT TO BE RUDE OR ACCUSE ME .I DON’T SOLICIT IN HOTEL STARBUCKS AND I ALSO DON’T APPRECIATE THE WAY HE APPROACHED ME .THEY ALLOW CONVICTED FELONS WHO CAN’T CONTROL THEMSELVES BULLY WOMEN.THE MANAGER ACCUSED ME OF DISRESPECTING HIS EMPLOYEE WELL.LET’S JUST BE VERY TRANSPARENT EVERY BLACK FEMALE FRONT DESK EMPLOYEE THAT GETS HIRED WITH THE EXCEPTION OF ONE GETS BULLIED &FIRED!BLACK WOMEN WILL BE RESPECTED THE HILTON MANAGER IS WHITE AND HE SHOULD HAVE NEVER ACCUSED ME OR TRIED TO INTIMIDATE ME ,THE MANAGER WILL BE THE REASON THE HILTON HOTEL WILL FIND THEMSELVES IN COURT!DISCRIMINATION ,INTIMIDATION,FALSE ACCUSATIONS ,DEFAMING MY CHARACTER TO OTHERS AS WELL AS RACISM WILL NEVER BE TOLERATED BY ME .I DO NOT FIGHT I PAY ATTORNEYS TO DEAL LEGALLY WITH WHAT I VIEW AS MEN WITH EGOS AND NO RESPECT FOR THE COMPANY THAT EMPLOYS THEM OR WOMEN WHO ARE IN A FINANCIAL POSITION TO AFFORD A LIFESTYLE THAT THE THREE OF THESE GUYS SEEM TO THINK ITS OK TO BULLY ME FOR LIVING AND BEING KIND .I HAD TO POST THIS PRIOR TO MY COURT TOMORROW $1MILLION DOLLAR LAWSUIT .WIN OR LOSE THE GOAL IS TO TEACH MANAGERS TO NEVER ACCUSE,INTIMIDATE OR GOSSIP ABOUT GUEST !2025 DISCRIMINATION LAWSUITS...

I try to avoid giving one-star reviews, but this was one of the worst hotel stays I have had. I have written "a novel" below to warn other potential customers and urge them to stay at a different hotel.

My boyfriend and I stayed here on July 29 for my birthday weekend. We knew it would be busy due to the Cubs/Cards game, which we were also attending. Upon arriving to the hotel shortly before 4pm, we were met with a check in line extending out the lobby door, which we waited in for 30 minutes. Once at the front desk, we were told our room was not ready, and it would not be ready for another 1-2 hours at least. Hundreds of other guests sat in the lobby in similar positions. A manager was standing in the lobby throughout the chaos and offered us no apology, and merely gave some of the customers waiting to check in a bottled water as an attempted "peace offering".

It was another hour and a half of sitting on the lobby floor and getting ready in the lobby bathroom. Finally, around 6pm, we went back up to the front desk to check on our room's status; it was still not ready, but they were able to put us in another similar room. We arrived at the room to find multiple burned out lights, marks and stains on the bathroom vanity, and a layer of dust on many of the flat surfaces. The room itself was dated, although I would have been more lenient had it been properly cleaned. For a one night $350 stay in a standard double bed room, I expected much better.

Upon check out, I relayed these complaints. After explaining their computers were running slowly as an explanation for the long wait to check-in, he then apologized, and offered to comp the $35 parking. I found to be borderline insulting, and the absolute bare minimum given the price of the stay and the significant issues. That night, the refund for the parking appeared on the credit card, but this morning, the refund had disappeared and the charge for parking had been charged and posted. I called the hotel this morning, as my frustration had turned into indignation. I spoke with a front desk manager who assured me the parking had not been recharged and would soon be reflected on the card. I again told him our complaints with the stay, and although apologetic, he came across as slightly defensive explaining that although they aim to have rooms ready at 4pm for check in, when the hotel is fully booked, it is harder to have it completely turned over in time. He did refund another ~20% for the stay.

I travel frequently for work and leisure, in which I have stayed in many hotels during high demand times in which they are fully booked back to back nights; however, this has never happened. Some of my other friends also traveled and stayed downtown this past weekend (at different hotels), but did not encounter the same problems.

My guess is this hotel is struggling with the same issue many other companies are currently struggling with -- being understaffed -- specifically in their housekeeping department. However, instead of focusing on customer care and service, choosing to limit the amount of rooms they rent, ensuring their housekeeping staff is able to keep up and turn the rooms over in time (and giving them enough time per room to maintain the same level of cleanliness expected in a 4-star), they instead consciously chose to forego the comfort and care of their customers, focusing on their bottom line and capitalizing on the high demand and inflated rates they could charge for each room.

Rarely have I had negative experiences in Hilton brand hotels, and when I have had issues, staff and management has gone above and beyond to remedy them and ensure my satisfaction, but this hit a new low and has motivated me to avoid all Hilton brand hotels whenever I travel. I encourage others to do the same, or at least, avoid this one. I truly have no issue with companies trying to make money (it's the point of a business), but I find corporate greed absolutely reprehensible -- sacrificing the customer -- the source and basis for its success -- solely for...

Terrible experience.

TL/DR: We stayed in the city for an event. We had not been out since our kid was born so we were excited. My wife left the event before me and ubered to the hotel where her room key was not working. She went down to the desk and they would not issue a key to her (she had the primary key with the room number on it and everything). The hotel would not accept my verbal confirmation over the phone. They would not accept any identification from me to re-issue a room key for my wife. I argued with the hotel staff over the phone (definitely cussed and lost my temper). I left the event to go to the hotel to get a room key issued for my wife and they would not issue it until I got a talking to from Security who threatened to kick me out of the hotel. Totally ruined the night and the experience.

A bit extra: My wife and I stayed in the city for an event. We had not been out since our kid was born so we were excited. The hotel itself is nice and the valet team kicked ass - awesome experience there.

After a while at the event my wife took an uber back to the hotel around 11. By midnight I'm getting calls from her that she cannot get into the room and the front desk would not issue a key. I asked her to hand the phone to them and they would not accept her phone. I got a number to call (314) 421-1776 and phone hell started. They wouldn't accept my verbal confirmation to issue a room key; they wouldn't accept my credit card # that is on the reservation; they wouldn't email or call the information under my reservation. They apparently have a policy that they cannot issue any room keys without the person standing there who's name is on the room (even though they were talking to me - the person who booked the room). They were short, unaccommodating, and frankly did not seem to care. I hung up and called back hoping for someone else - I guess they were all standing by each other so no doubt they knew what the situation was. Anger flared, their contempt boiled my blood, I started cussing (standing outside in the freezing cold this whole time). They hung up on me. I called repeatedly - they denied my calls. I get someone again on the line and plead my case, stonewalled.

Now I'm livid. I called an uber and made my way to the hotel. I walk in and ask for the room key - they say I can't have it until I speak to security. I say that's fine. A woman comes over, stands behind the desk and tells me that I can't talk to their employees like that and threaten them (threaten? not my style). She won't hear what I have to say. I'm boiling - my wife has been in this lobby well over an hour and a half waiting to go to bed. The night is totally ruined. This security guard is telling me I'm going to get kicked out if I keep this up. Finally the lecture ceases and I get a room key. Up to the room we go and I start calling looking for a manager. I get ahold of the security manager who essentially does the same song and dance as the security guard. She's unable to tell me why they have this policy about issuing room keys but stands by it. No dice, no help.

Today (next day) I get a survey text soliciting feedback on my stay - I respond that it was 1 of 5 stars. She asks if she can call me, I provide a time, no call. No response. Screenshot attached.

It's literally like they don't care. I get that I lost my temper and said some shit I should not have. I own it. But it's like they didn't care or want to help and as soon as that angered me enough to start cussing they got what they wanted - an excuse to shut down all help and not assist me. Hiding behind what I said instead of being helpful or accountable in any way. I'm obviously still mad and I'm posting here because I think it is important to share for others but I don't think I'll hear from them at all. Disappointing and frustrating.

A couple other nitpicks because I'm no longer a fan: The hotel is ancient anyways. We don’t get the room view I booked. The toilet did not flush. The fridge in the room is broken.

Thanks...