Hyatt Regency St. Louis at The Arch — Hotel in St. Louis

I stayed one night at the Hyatt Regency St. Louis and was very disappointed by the experience. This is a huge 1980s downtown hotel. Something like 900 rooms and 60 suites. ||||Arrival & Service||||Upon arrival, there was no doorman or bell staff to assist with luggage. While valet parking was available, the valet attendant never made an offer to help. At check-in, the front desk interaction was notably impersonal — no use of my name and no acknowledgement, such as "thank you for staying." The front desk also didn't offer to help with luggage. Similarly at check-out, there was no offer of luggage assistance from anyone. Not the front desk and certainly not the valet attendant who returned my car to me. ||||Prior to arrival, I confirmed several simple requests — a high-floor room, lotion, mouthwash, robe, slippers, and a local newspaper. These were confirmed twice. Once several days in advance by email and then again a second time by text message the day before arrival. Not a single one was fulfilled. That shows a complete lack of attention to detail on the part of management. They made no effort whatsoever. I also requested a newspaper. I was told they could not provide this. No newspapers were available for sale in the lobby level gift shop. How does a downtown business hotel not at least have a few newspapers, let alone provide one for a guest who requests it?||||First Room||||I was initially assigned an "executive suite" on the 10th floor of an 18-floor hotel. I'm not sure the 10th floor qualifies as a high floor. The suite was spacious but configured with two rollaway beds, which I did not request. It was also missing both a telephone and alarm clock, suggesting they were removed and never replaced after a previous stay. Requested amenities were absent, and overall, the room did not present as one of the hotel’s premium accommodations. ||||The “executive suite” category is supposedly the best room/suite at the hotel. So it should be their best product. It was far from that. Moreover, there was nothing in the room that was elevated above regular rooms. Sometimes a suite will have extras like a stocked mini-bar or a better quality brand of toiletries. Something. ||||Other than its size, there was nothing about the "executive suite" that made it remotely nicer or more upscale than a standard room. While an upgrade to a larger room is always appreciated, I couldn't imagine paying the nightly rate for the "executive suite." You don't even get a phone or alarm clock. ||||Because there was no phone, I had to return to the front desk to get a new room. The front desk's response was perfunctory and without apology. It seemed like a missing phone was no big deal, as if it happens all the time. ||||Second Room||||I was reassigned to a king room on the 17th floor with an excellent view of the Gateway Arch — a true highlight. However, the room’s condition and cleanliness were lacking:||||1) Wall coverings were ripped, torn, and bubbling.||||2) Carpet was visibly dirty, including nail clippings around the bed.||||3) Significant dust was built up in room corners. It looked like it hasn't been vacuumed in a very long time. ||||4) Bedding atop the duvet had a noticeable hole.||||5) One bedside lamp showed rust.||||6) Two mini-fridges were installed, neither stocked. I assume one used to be a mini-bar.||||7) Only two plastic cups were provided — no proper glassware, let alone a corkscrew.||||8) The bathroom appeared largely original to the hotel’s 1980s construction except for the sink and fixtures. The seal around the toilet was poorly repaired, and a wall covering or plate was missing over the old phone port. Toiletries (shampoo, conditioner, body wash) were provided in wall-mounted dispensers that were visibly dirty — concerning from a hygiene standpoint given refilling practices.||||9) Pillows on the king-sized bed were smaller than normal. They were more comparable in size to the pillows that you would get on a twin-sized bed or maybe a double, but certainly not a king. Some of the pillows had pillowcase liners or pillow protectors. Others didn't. ||||10) Windows had what looked like traces of white mold.||||11) Like a lot of hotels they have eliminated individual toiletries — the mini-bottles of shampoo, conditioner, body wash — for wall-mounted dispensers, Instead of throwing away empty dispensers, the hotel has housekeepers refill them. Assuming the dispensers are even full of a product — in my case, two dispensers were empty — you probably don't want to actually use the dispensers. They're dirty. You also don't know if the advertised product is in fact inside the dispenser. Refilling dispensers is incredibly cheap. Don't be fooled by the greenwashing. It's not about sustainability or the environment. It's about reducing costs. ||||12) Bathroom had drop-down panel ceiling, which surprised me as you typically don't see this at full-service hotel brands like Hyatt Regency, Hilton, Westin, Sheraton, etc. This is something more associated with lower end hotels.||||On a related note, the rooms overlooking the Mississippi River and Gateway Arch have a fabulous view. But they are right above a highway. The noise is very pronounced, including overnight. You may want to forgo the view and get an interior city-facing view as I suspect there's less noise. ||||Overall Maintenance||||Outside of the room, some of the public spaces were dirty, particularly hallways and flooring in the elevators. In the men's bathroom at the casual sports bar-style restaurant, two of the three sinks were broken. There all three soap dispensers were empty. There was one wall-mounted soap dispenser on the far side from the single working sink. In hallways, room number signs were broken or otherwise damaged.||||Dining||||I visited the hotel’s casual, sports bar-style restaurant, which has an extensive menu but a limited wine list. Chardonnay options were limited to Hyatt’s private-label Canvas and Kendall-Jackson. Kendall-Jackson is sold at gas stations. You expect something a little better. Like maybe a wine that sells for $15 to $20 retail. My caesar salad with salmon was average. Not the worst but hardly the best. It was served with what looked like powdered parmesan cheese. I expected shaved parmesan. ||||Regency Club Lounge||||The property has a Regency Club on the 17th floor, but it is closed with no alternative club-level offered for eligible guests. This is disappointing for a brand whose club lounges are (or were) a brand standard. I believe this property is not franchised, meaning it's managed by Hyatt. You expect a corporate-managed property to have a club lounge. At least open the lounge for grab-and-go non-alcoholic drinks.||||Bottom Line||||For the issues related to cleanliness, etc., a housekeeping supervisor or manager offered me free parking. I declined since I had free parking as a Hyatt globalist. I was then offered 3,000 points. I declined because I don't need the points. We settled on comping my dinner in the restaurant. It doesn't make up for the issues that I experienced but it was at least a thoughtful gesture. However, the dinner charge was not removed from my folio on the morning of my departure. It took two separate conversations with two separate front desk clerks for the charge to be removed as was promised the evening before. It's like they hoped I wouldn't notice or hoped that if they ignored me I would just go away. Needless to say, I wouldn't be nominating the Hyatt Regency for any customer service awards anytime soon.||||This property lacks attention to basic detail and operational standards, both in service and room condition. Yes, the hotel, including its public spaces and rooms, is outdated. Updates over the years have been superficial, akin to putting lipstick on a pig. At this point, the hotel requires a comprehensive, floor-to-ceiling renovation to bring it from the mid-1980s into the latter half of the 2020s. Still, an old hotel is no excuse for a lack of cleanliness or the poor operational standards. While the view of the Gateway Arch from certain rooms is outstanding, that alone does not make up for the deficiencies I experienced. ||||There is a reason why the Hyatt Regency does not have a four-diamond rating from AAA. I have stayed at Holiday Inn properties that operated at a higher standard and offered a better overall guest experience. If the owner won't or can't invest in the property then Hyatt should remove its Hyatt Regency flag. ||||Unless attending a conference or event onsite, I would strongly consider other hotels in St. Louis. If you want a Hyatt property, the Hyatt Place in the St. Louis suburb of Chesterfield is considerably nicer and has significantly...

I attended the Reclaiming Vacant Properties and the Hyatt - St. Louis Arch was the host hotel. The ambiance of the hotel was perfect for the conference as the hotel has the ideal setup with the multiple ballrooms that couple as ideal breakout rooms.

Upon arriving, the check-in process was smooth. Though the line was wrapped around to the door, the staff was friendly, efficient, and professional. Once I was at the desk I was checked in and off to my room in about 3 minutes.

Arriving at my floor, the floor was a maze at first, however the signage was perfect and placed in the ideal spots to guide me to my room. Heading to my door I encountered the housekeeping team and they were very pleasant. They welcomed me to St. Louis as well as to the Hyatt - St. Louis Arch. They truly understand the standard of good customer service.

Walking into my room, the blinds were open which caused me to be taken by the gorgeous visual of the Arch. The room was spacious and very modern. Beautiful furniture and a great use of square footage. As I began to settle, I noticed that my headboard was peeling. It was a leather type headboard but the paint layer was chipped and looked horrible. It was hidden by the placement of the pillows. Whoever cleaned room 716 really knew how to hide the eyesore. As I was heading to the first session there was no need to complain and try to move rooms. However, the visual aesthetic of the room was thrown off entirely. During one of my FaceTime calls my friend was taken aback by the eye sore and couldn’t believe they would just leave it like that. I told her as long as it didn’t start moving, I was fine.

Arriving on the 4th floor for the conference itself, the space is huge. Great open design on the outer exterior with the ballrooms grouped together in the middle. This made navigation easy and allowed for the floor Niy to feel crowded.

Once day 1 was complete, I stopped by the retail store on site to grab a few snacks then headed to Brewhouse which is also on site for dinner. The hotel truly is set up so you don’t have to leave if you don’t want to, which at this point I didn’t. LoL.

Winding down for the night, as I prepared to shower I noticed the abundance of peeling paint in the bathroom. At this point, Room 716 is the peel room. First my headboard and now the tub. Can you say over it? In any case, I was not in the mood for a room change so the peeling room it would be for the next two days.

On day 2 I was able to experience the on-site gym. They have state of the art equipment which can pair with your phone to track and guide your workouts. The gym space is huge so you aren’t crowded and they even offer cool towels. Love the added touch.

Overall my stay at the Hyatt - St. Louis Arch was pleasant. Minus the visual aspects, the service, cleanliness, and ambiance was amazing.

If in the area and wanting a great view with great service, check out the Hyatt - St. Louis Arch. Just make sure to check your headboard and tub...

Where do I even begin with this place? I'm not usually one to leave reviews, but I feel compelled to share my experience. We arrived in St. Louis on a Friday before a Cardinals-Cubs game weekend, hoping to get to the hotel early so my girlfriend could get ready before the 7:15 game. We got into St. Louis right at 3:30 PM and waited 45 minutes to park due to traffic. We wanted to use self-parking, but it wasn't available, so we had to valet. Once we were in the lobby, we were the second in line to check in. Unfortunately, the hotel's systems went down, and after standing in line for an hour and a half, they manually checked us in, giving us room keys and making us write our credit card information on a piece of paper. We were late getting to our room, which was covered in black mold, as you can see in the pictures. The shower didn't drain properly, leaving us standing in three inches of water that eventually spilled out into the bathroom, soaking the floors. We reported this to the front desk, and they sent someone to the room. They said they couldn't do anything about the black mold that day but could try to unclog the drain. We insisted on getting another room due to the severe mold issue. They said no rooms were available that night but to check back in the morning. The next morning, the lady at the desk said there would be availability around 11:00 AM and gave us complimentary breakfast for the two nights we were staying. After breakfast, we checked back around 10:00 AM, but nothing was ready. She guaranteed us a different room, so we returned shortly after 11:00 AM. Another lady at the desk initially said there was nothing available, but after we mentioned the previous conversation, a room suddenly became available. We transferred to the new room on Saturday morning, which was much cleaner, and we were satisfied. We spent Saturday walking around and returned to get ready for dinner, only to find our room key wouldn't work. We went to the front desk for new keys, and shortly after returning to the room, the phone rang. They informed us the keys were deactivated because they lost our credit card number. We had to go back down to the desk to provide the card again. On Sunday, we ate our "complimentary breakfast" and checked out. We had to wait an hour and 15 minutes for the valet to bring our car. The highlight of our stay was DJ, the lady at the valet, who was amazing at her job and even apologized for the inconvenience. We finally received our bill via email and found a $64 charge for breakfast. I tried calling the hotel, but their automated system said the systems were down. I called back a few days later and am now waiting for a callback.

If I were you, I would avoid this hotel at all costs unless you have a lot of patience and time to spend dealing with these issues. It has been nothing but a nightmare. I would...