Home2 Suites By Hilton St. Louis Downtown — Hotel in St. Louis

WARNING: LIKLEY THEFT RING LOCATED HERE

We were initially worried about this booking because of the comments re: quality of the stay and the quality was so great and staff were so friendly (at first) I was going to leave a four star review upon our departure.

But then…

4 of our youth students had $600 in cash we kept in a zipped-up compartment in a chaperone’s suitcase, in a bag along with the kids’ medical cards.

In the afternoon on the 3rd day, we returned from visiting the arch and room 215’s door was propped open. This concerned us, but we didn’t see anything out of place other than the towels and rags were gone.

Well.

When we went to divvy up money next morning, it was gone. Long story short, I called four times from 8:30 to 4:30 (I was in room all day due to work) for the manager while the rest of our youth group was participating in the conference. The last time we called, we told her we were giving them a half hour to send the manager before we seriously considered involving the police. Thirty minutes passed—no manager. I went down to the front desk and was told the manager was busy at the moment but I could go back up to my room and wait for her.

I refused and waited at the desk for the manager for somewhere between 10 and 15 minutes. During that interim, the maintenance man I had met earlier in the day (will refer back to this later) went into the office.

When the manager finally did come out of her office, she explained to me that they were going to run an audit on the door lock to determine who had keyed in during the timeframe I gave her. She ran away to “perform the audit” in “five minutes, tops” and I was still waiting for her about 30 minutes later.

I circled back to the front desk and she was there helping people check-in. I waited in line for more than five minutes to talk to her (there were other people checking people in, she was just clearly avoiding me).

When I finally got to her, she told me that her audit showed her no one had keyed in during that timeframe. I expressed my disbelief of that notion considering our towels and washrags had been removed during the time that we were gone. No resolution was found at that time.

I told her then that I would be calling the police and filing a report.

At every turn, I had to actively pursue the manager to get any updates/conversation/etc. There were about four face-to-face touchpoints with the manager, all of which I initiated. She also never printed her so-called audit reports to show us nor did she offer that as an option. With all the security cameras in the building, she didn’t stop to think maybe she could use those to either confirm or refute our accusation.

This manager is either: Incompetent Complicit

Some more background:

A maintenance man came by to “change the battery” on the room lock that the theft occurred in after I had reported theft. This was the same man who went into the manager’s office right before she came out. Even if it’s legit, I just find it suspect that the staff tampered with the same lock they were running “audit reports” on to determine who had keyed in when we were robbed. Two housekeeping ladies, who did not speak English came by on Friday three separate times throughout a few hour window asking if we needed anything. And they only asked room 215. On arrival night, our van—which was parked valet—was broken into and robbed. One of the chaperones had tipped the valet and we think it is at least a possibility that the initial cash tip may have clued whoever is in on the criminal activities at this hotel to search our room for cash. When a member of our party visited the front desk, he overheard someone else complaining of some cash missing from their room. The manager did not give her name or a way to contact her. I had to get that from staff the next morning.

I was not expecting to see $600 again. But let me be clear: I have handled a stubbed toe with more urgency than this hotel handled our situation.

Hilton needs to conduct a very serious investigation...

We stayed here the night of the 25th and checked out the morning of the 26th. When we got to St. Louis, we called the hotel and made sure it would be fine if we parked in a separate parking lot, not owned by the hotel rather than doing valet, due to valet being more expensive. The hotel agreed that yes, this is fine. So, we parked in a church parking lot just around the corner from the hotel and paid seven dollars every 12 hours. After our stay, I saw a charge on my account for $46.90. The hotel only had my card information for incidentals. I called the hotel, spoke with Lakisha, who told me that this charge was for valet parking. I explained to her that we did not use valet parking as we paid to park elsewhere. She told me that there was valet parking charged to my room number by someone of the name “Peter Nicholls”. I let her know that my vehicle was never on their property, and I’ve never met someone by that name. She explained that the last name matched so there was nothing that could be done. I asked her how was someone else who is not listed on the reservation, was able to charge valet parking to my account. She stated it’s because they had the same last name and were able to provide a room number, and that if they had a different last name, maybe things would be different. I asked her if she could check camera footage, as you will be able to tell we walked straight in, and walked straight back out, never had to use valet. She told me that no, there’s no camera footage available for them to review. since they claim they parked my vehicle, I asked what vehicle information did they take, and I was told that they don’t have to take any vehicle information and only need last name and room number. We have receipts showing where we parked the times that we were parked there, and my vehicle information on the receipt. Finally after two days, I was told that I would be given a refund that takes 2-5 days. I am thankful, however, we will not be staying with this hotel again. As for the hotel itself, the price was not awful, the bathroom was dirty and had hairs on the floor. The AC never kicked on so our room stayed hot. You also have to have a key card to get back into the hotel building. So if you lose your key card, you aren’t able to get back in. My key card was left with a friend, so when I arrived back to the hotel I attempted to go in, the staff just looked at me. I sat outside the hotel for about an hour before someone else staying at the hotel let me inside. Solid...

Check in went well. The afternoon reception staff on 7/20/24 was friendly and accommodating. The location of the hotel is situated within walking distance between all the attractions we wanted to visit. I would have given en 5 stars for that but knocked one star off due to the neighborhood. Minimal dining options in close proximity for dinner. Our first room (yes, first room) had broken blinds. I ended up fixing them so we could have sunlight come it. The morning after our first night, we came in to a puddle on the kitchenette counter and floor, because the ice bucket was cracked and leaked all over the floor. We noticed our first night the the bedroom TV didn't work. We should have had questions when we saw the cable box along with a "spaghetti" mess of cords and cables was place on the round side table, whoch left the lamp needing to be place on the window ledge. The TV would come on fine, but then go to a frozen (mostly) black screen. We brought this to the attention of the staff the next morning when we headed out for the day. They said they would have maintenance look at it when he came in. When we came back late afternoon, we noticed that the TV was still not working. We called down and found out the maintenance person never showed. They then offered to move us to a new room one floor up. So, we packed everything up and moved. Upon entry, we were happy to see the bedroom TV worked and the cable box was neatly mounted behind. However, there were NO movies channels that came in. Not premium, not regular. As we are getting things set up, we noticed the iron board is missing a piece (located later on top of the closet). Shampoo was empty, dishes were dirty, no dish detergent or soap to was, and YES the blinds needed to be fixed in this room as well. Advice for those booking their stay here: 1.) Eat breakfast early. The "hot" food was cold on day 2 because we went down 1 hour later than day 1. 2.) Company website says these are queen beds, however, they are only double/full beds. 3.) Don't be surprised to see that a very young person will be valeting your vehicle. (Mandatory by the way-no self parking) 4.) Be aware of what is missing so they don't try to get "deposit" money from you. (Our second room was missing the...