Live! by Loews - St. Louis, Missouri — Hotel in St. Louis

While our room was very clean and orderly, and rather nice, we had many issues during our stay. We were never instructed to check-in prior to parking and entering the hotel, so we had no direction regarding where to park. We finally got parked and went inside where the hostess was informative but not very cordial. We moved on from there to our "City View" room (that we paid $20 more a night for) and upon opening the door to the room were frustrated to find that our view was of a dirty parking garage. We called the front desk and spoke to a manager, the one person that was nice to us during our stay (I wish I had caught her name), and she agreed that she would be frustrated too and agreed to get us a room for the next day with a better view. She said that she couldn't reduce the room rate for that night, but we decided to pick our battles and just be fine with an improved view for the other three nights of our stay. The next day, she was supposed to call us to let us know when our new room would be ready and we went back to our original room around 4 to wait to find out when we could move. We waited and waited and then called the front desk to see when our room would be available. After more waiting, we were finally told we could move to our new room around 5:30PM. The view in this room was much improved and we had been upgraded to a Stadium View which was a nice surprise. The next issue happened when we turned the air conditioning on. The room filled with the strongest smell of marijuana when we did this. It was so bad that it made me feel sick and so we left for a couple of hours hoping that the issue would correct itself. We didn't bring this up to the hotel staff because we felt we had been such a burden already, and it ended up correcting itself by the time we got back. Before we got back on this particular evening, we noticed another room charge on our credit card account. I had been charged for our first reservation when I booked it on March 5th and that charge had already posted to our account. When we switched rooms the front desk told me I needed to come down and put my card on file for that room for which we were "charged" another $547 (after already paying $504 when we booked). The guy at the front desk said that we shouldn't have been charged that, but he was the one that had charged the card the second time. The next day, after again waiting on the guy from the night before to call us after speaking with the finance department about the charge, the lady at the front desk told us it was just an authorization hold. It ended up coming off, and we asked and received free parking for the confusion and issue with it. We were not aware that we would have that hold on our card, and it affected our credit limit for the duration of our vacation there. As I said, that charge has since dropped off our account, but we weren't sure it would do that. After this incident, the rest of our stay was fine and we didn't end up having anymore issues until checkout. We went out of the hotel and walked over to the door to enter the parking garage to take the elevator to the parking garage and the elevator was down. So now we have all of our luggage and are ready to leave, and can't even get to our car. My husband came back into the front desk and was treated very rudely and like he was lying about the elevator being down. He asked if there were stairs that he could take to at least walk to the car and bring it to the front of the hotel to get me and our luggage. He was told the hotel does not have public stairs and that he would have to walk around to the other elevator on the opposite end of the property that is for Ballpark Village customers. So he did this and finally got our car so that we could leave. We are deeply saddened by this experience. We very seldom stay in a luxury hotel such as this one, and we were so excited to stay here based upon pictures and the hotel's location. The rooms were modern, clean, and exceptional overall, but the customer service was lacking significantly, we left rather...

Let's start with the good. |The rooms are amazingly comfortable. Mind you, it helps that I reserved a Stadium View king and was upgrade to an Executive Studio Suite. Extremely comfortable, very clean, and wonderfully furnished. It is exactly what I would expect from this level of hotel. |It is also perfectly located if you're attending a Cardinals game at Busch Stadium. You walk out the front door, walk across Clark Ave which is shut down for games, and you are at the stadium. It is the reason I choose this hotel as I was attending a game. It is also basically in Ballpark Village.||And now, the frustrating parts. |Parking is horrible. First off, there is nothing on the website that I can find that tells you where to self-park or off what street to enter. I had the misfortune of trying to figure it out in between a double-header, where streets are blocked off and crazy people are running amuck in cars as well as running across the streets. I finally called the hotel and a kind gentleman talked me down to where I needed to be. By the way, the second level elevator, the only elevator that takes you near (not to) the hotel, the down button to call the elevator doesn't function. You have to hit the up button to have the elevator to arrive, then go up so you can do down to ground level. ||The elevator dumps you outside and you then walk past valet parking to get to the front door. Check in starts at 4:00pm and I arrive at 4:10pm. There is only one person at the desk, and she is dealing with a difficult customer. She was actually providing great customer service, but it was taking a lot of time and the line behind me was building. During this time, multiple employees walked by and behind the desk but offered no help or even made eye contact. Finally, after about 15 minutes, someone showed up to help. ||One thing to note, to use the elevator to go to your floor (mine was the 8th floor) you have to scan your room key card for it to allow you to push the floor button. That was not mentioned to me when I checked in and I could not figure out why I could not get to the 8th floor until a nice couple told me. Funny thing is, about 20 minutes later I got to tell another couple the same thing as no one told them either. You would think that should be automatic when checking someone in. ||Finally, the next morning I wanted to leave early, by 7 at the latest, so decided to do room service. They claim 24-hour room service available. However, you cannot order breakfast to be delivered to your room until 7 at the earliest. Prior to that, you can only order "late Night Snacks", which consists of things like Doritos. I just gave up, checked out, and had breakfast elsewhere on the road. ||There were other things as well. Overall, not a horrible experience. Just too many frustrating points which should not be the case for the cost of...

We stayed here nine months ago and had a wonderful experience which is why we booked with you again this trip, which happens to be my husbands birthday. Some of your amenities that we really appreciated were your outdoor patio with cornhole., big screen TV with sports, friendly service, rooftop bar. The rooftop area specifically now that we have an 18 month old who needs a safe place to burn energy at. When we arrived, we were able to get early check in which was great with us having a toddler- so we were excited to have the same experience as last time. After we got settled and our toddler woke up from her nap, we were excited to take our daughter up to the rooftop to run so we could play cornhole and relax (also I’m 8 months pregnant). Upon going up to the patio- it was closed for a VIP ticketed event which we weren’t told about at time of booking. Saturday it was closed “because there was an event yesterday” which doesn’t make much sense to me , as a business owner. Then will be closed again the next day (Sunday) for another event.

We tried to have a nice dinner Saturday for my husbands birthday at Clark & Bourbon which failed miserably. The server forgot to put in our appetizer, so when I asked about it- our steaks had just been plated and put on the Passover and when she told them about the mishap with the appetizer, they put them back in the oven(?) then let them sit under the heat lamp while they quickly shucked our oysters we had ordered 45 minutes prior to that and ran them out. The oysters tasted muddy and dirty. Honestly I’ll be surprised if I’m not sick in a few days from them. We love oysters and we’re excited to try Ontario oysters. They brought out the steaks that had been sitting in the heat lamp and they were over cooked. By time they got to our table they were horribly over cooked. We waited for them to be remade and 25 min later when it was well past our toddlers bedtime and she had been sitting at the table for an hour and a half, we decided to pay for our appetizer and leave. When the manager spoke to me, she told me the server told her we didn’t order the oysters until after the steaks were ordered- which was a complete lie. 1 hour 45 mins there and all we got to have was oysters and one side of mac n cheese for the three of us to share.. Ended up ordering dinner from a nearby pizza place after getting back to our room and getting our daughter to sleep. Not what I was expecting to treat my hardworking husband with for his birthday dinner. Won’t be back here. So so so disappointing to see how much it’s declined...