Marriott St. Louis Grand — Hotel in St. Louis

To begin with, our party called months in advance to attempt to eliminate check-in problems, and once we were assured there would be ABSOLUTELY nothing wrong with our plans, we were completely confident that our stay would be enjoyable and that we had done everything possible to allow the hotel to accommodate our group. Unfortunately, we couldn’t have had a more severe issue with the hotel staff. They were impatient and rude. It took us at least two and a half hours to fix the mistakes that the workers at the front desk had made. After we finally got through the hell of checking in and repairing the damage done, we went up to our room. Things only got worse from here. Our door wouldn’t open. Or, so we thought… The door didn’t fit the frame, so it took us an unnecessary amount of time to actually enter our hotel room, because of how poor of quality the door was. It had scratches everywhere, with loose wood sticking out, an incredibly dangerous safety hazard that SHOULD NOT be overlooked whatsoever. It had been three hours, we eventually made it into our hotel room, and things really took a turn for the worst. There were stains on the pillows, the sheets, the towels, the bedding, the floor, the EVERYTHING. It felt like I had paid for a room a FRACTION for what I actually had for the one I was staying in. It was not luxurious in the slightest and I will GENUINELY NEVER consider staying here again for as long as I live. Forget what I said earlier, it WAS HANDS DOWN the least enjoyable visit I have had at a business while living on this earth. Part of the reason I was so unimpressed was because the online “reviews”, photos, and other information was so overwhelmingly misleading. I didn’t even want to stay at this hotel in the first place… This is because the parking prices were outrageously high and there was no included breakfast (25$ if you pay additionally), and there was no sort of pool/hot tub. However, it looked like a very nice place to stay. I COULD NOT HAVE BEEN MORE WRONG. Almost every elevator was broken at one point, multiple escalators were out of operation. IF YOU VALUE YOUR LIFE OR THE SAFETY OF ANYONE STAYING WITH YOU IN THE SLIGHTEST, do not give your money to this HELL-HOLE. It was so awful. There was constantly something broken, even elevators in the parking garage. I mean, it was ridiculous. If there had been any sort of emergency/fire, you should just consider yourself dead (unless you were in the lobby). The hotel was horribly designed, the architect should consider being admitted into a mental hospital (and receive heavy doses of common sense) or seek intensive therapeutic treatment. Back to the navigation, I constantly had to rely on semi-helpful staff members, who didn’t know where THEY were, to try and get where to I needed to be. I honestly don’t know how I didn’t go insane. There was no complimentary Wifi, even though there were numerous instances where I was lead to believe that there actually was. I don’t know who actually planned this, but they clearly have not been living in a modernized world. The television was atrocious. I mean, unusable. It was outdated, super laggy, and pointless to operate. I literally would have rather been sacrificed to Aztec beliefs/gods than have “watched more TV” on that particular one. The beds were tiny. There was hardly any “blanket”. The room was musty. They must not clean the place after guests use it. The safe was not located in an ideal location. The thermostat wasn’t either. The list GOES ON. I would’ve rather been castrated with kiddie scissors than stay in that room another minute. That was just the room! Just to enter the hotel, the main entrance doesn’t require you to swipe your card… TALK ABOUT SKETCHY. This hotel is located in on of the most crime-ridden cities in America for crying out loud. Not located in a great place, parking garage was inconvenient, and I didn’t feel safe ONCE while experiencing this, for lack of a better word, hotel. I would have rather just camped on the bank of the river (even if it had been -30 degrees out). The surrounding roads appeared to have been poured in 43 B.C.E. and no areas within a 15 mile radius seemed to be remotely sanitary. I really tried to summarize this review, but I cannot truly express how excruciatingly distasteful this particular Marriott in Saint Louis was. I would let turkey vultures eat my organs out of my chest before I would even think about giving any sort of money to this god-forbidden landfill again. I hope that you take into consideration what I have written here, and NEVER HAVE ANY MICROSCOPIC IDEA OF STAYING HERE. Become a heroin addict instead, it will actually be better for your health/sanity. But whatever you do, don’t give your business to this...

I recently stayed at the Marriott Grand Hotel as a Marriott Bonvoy member, and while there were definitely some areas where the experience fell short, I want to take a moment to spotlight two phenomenal employees who truly made my visit memorable: Ms. Kay, a manager, and Ms. Shenita Sherman from guest services.

Upon my arrival, there was a frustrating issue—my pre-purchased food was mistakenly discarded by the front desk. I contacted the hotel about it, and Ms. Kay, though not at the front desk herself, answered the phone. She handled the situation with genuine empathy and professionalism. Without hesitation, she offered me a hotel credit to be used at the on-site restaurant or pantry, in an amount of my choosing, to help make up for the food that was thrown away.

This meant so much to me because we had packed pre-cooked food specifically due to food allergies—both mine and my dog’s. So having it all discarded created a lot of anxiety and concern for our safety and well-being. While Ms. Kay didn’t literally replace the food, her thoughtful response and willingness to provide a flexible solution completely turned around what could’ve been a terrible first impression.

Then there was Ms. Shenita Sherman, who supported me with grace and flexibility on my checkout day. I was uncertain whether I’d need another night or just a late checkout. Instead of forcing a premature decision or charging me the standard $50 late checkout fee, she kindly extended my decision window until 1 p.m., giving me time to assess my plans. This saved me from being unnecessarily charged and showed she truly cared about my comfort and situation. That kind of consideration is rare and deeply appreciated.

✅ The room itself was spotless, smelled fresh, and housekeeping went above and beyond—stocking it with extra towels, toiletries, and linens per my request, all ready upon my arrival. ❌ However, valet service left a lot to be desired. We waited over 40 minutes for our vehicle with no apparent reason, and the attendant was dismissive and rude. 🚫 Also, mobile check-in didn’t work, which was a minor inconvenience, but worth noting for those who prefer contactless access.

Despite these issues, I would absolutely give this hotel another chance—and it is solely because of Ms. Kay and Ms. Shenita Sherman. Their compassion, flexibility, and dedication to guest satisfaction restored my trust and made my stay feel welcoming and supported. They are the reason this review is 5 stars instead of less. Marriott Grand, hold onto these two—they embody hospitality...

While I was looking forward to my stay, this Marriott location let me several different ways. My stay was business for first couple of days, then personal over the weekend.

Then evening we checked in we asked for a bottle of water. Lobby charged us ~$8 per bottle. Not only is that cost absurd, but I am given a free bottle at every hotel when I've needed one. Additionally, I believe it is within Marriott standards to give bottles of water, so it shouldn't be too much to ask.

When I went to shower I learned the conditioner bottle was completely empty. I had to ask three times across multiple days before they were able to do such a simple task.

My room had two packages of coffee. I had one the first day and one the second day. On the third day I went to have a cup of coffee and the staff had not replenished...

... Then I go to the Starbucks in the lobby and they have a sign that they're closed. Please come back later. Well, the Starbucks may be a private business. It is related in some way shape or form.

... Still in need of coffee, I went into the little convenience store within the the hotel lobby. It was four bucks for a tasteless cup of coffee, and to top it off the place was in complete shambles and chaos. Attaching a pic to this review.

Lastly, I rented a car from Saturday to Sunday when I was checking out. I went to the lobby as instructed to get a key so I could park in their lot. It's $40 self park. When I was reviewing the folio that was emailed to me the morning of checkout I noticed they conveniently decided to charge me two separate $40 charges ($80 total). That means that rather than simply dropping keys in a box and being on my way, I then had to wait in line, talk to the lobby clerk, have her question me five times how many days I had actually had the car since I had already been there several days, before they finally credited back one of the '40s.

On the bright side, the room was clean.

I don't mean to be dramatic, but once the place has kicked you several times, you're kind of sick of their BS, and additionally, I was in the hospitality industry for about a decade. This is not hospitality. This is just plain old terrible management and service.

Edit: Based on Marriott response, they didn't even bother to read...