Moonrise Hotel — Hotel in St. Louis

This is a hotel experience that won't forget. The timing wasn't the best either, since I was there over WashU students coming back the weekend. I don't need to tell you how expensive the stay was for the low quality. The party in my floor started at 9 pm all the way to 2 am. The room having the celebration was across from the Ice Maker machine. They kept opening the door and drooping it every time they needed to fill out the drinks. Their door was kept open and one of the guests brought a chair to the hallway to keep the door open. I waited until midnight, and then I decided to call. Both phones did not have cords connected to the wall. So, in case of an emergency, you cannot communicate with the front desk. I got the number from Google and called from my cell. The response was that they would send security. I called another time until I decided to go downstairs. The guest, who was, of course in the hallway, was looking at me very upset and kept filling out his glass at the machine. The security person came to the front desk (the only staff member that the hotel should keep) and said he would manage the situation. Day 2: They mentioned they would fix my account and the price, but they could not change me because the hotel was fully booked. This time was sometime between 4:30 and 5:00 am when the manager or hotel owners brought heavy equipment and a roof crane and started working to drop roof materials to the top of the building. I found out because I went to the 7th floor to knock on that guest and they were outside the door (3 rooms) saying it was impossible to sleep. I went to the front desk, and there was already someone on the phone (the clerk's voice was shaking I guess the number of complaints was numerous), and there was a gentleman with his dog waiting to complain. The bottom line is that she (clerk) said that the roof company had the right to be thereand started the job, and she could not call the Manager because there were not private numbers to call a manager at that time and she had to wait until 8 am. We asked if it was a fire and she said sorry, managers do not provide private numbers to staff! WHAT!? I asked for security, the same young man from the night before. He said he had a number of his boss (security company) and would try his best. He finally get it done, and stopped the workers, so we went to bed an hour later. 3rd night, they changed me to the 4th floor. I cannot say how many dirty dishes and glasses were in the hallway from 9 am. (I checked in at that time because they were transferring me.) on Monday to Tuesday at 6 am when I left for the airport. Same dirty glassware and dishes everywhere for over 24 hours. I learned two things from this experience. First, I will NEVER come back to this hotel. I can't believe I stayed previously at the Le Meridien and Drury (at the airport and Forest Park); both chains were terrific, and the staff A+. I also realized I need to book rooms at "reputable" chains, and no matter if I want to walk to WashU to be closer to my kid (That's why I choose the Moonrise: walking distance and "moon" experience. It should be called...

How does getting robbed sound? How does being threatened by the AG sound? How about having your reservation changed then moment you show up and then being charged for a room you never actually checked into sound? If this sounds good, the Moonrise is your place. My wife and I booked the Moonrise because their website says they have a car charger on site. It states that when you’re done, just be kind and move your car. We were totally good with that. We got in town, went to see her mom, and came to the hotel at 8pm. We asked where the chargers were, and they said it was in the front of the hotel. When we asked to have the Porsche moved from the one spot with a charger, we were told we needed to pay 20$ to use the charger. We said that this wasn’t on the website, and we weren’t going to pay for it. We then asked to talk to the manager, were told that this valet was the boss, and then he went in to get his ‘AG’ to talk with us. When the AG came out, he said that this was how the hotel worked. We had to pay to valet the car to use the charger. I said this isn’t on the website, and it’s nowhere in the disclosures that this is a charge. I was informed that this was the only way “his boys” made money, and that this wasn’t a thing he could change. He said the guys had to get paid for us to charge the car. I asked him to pay the 20$ and he said “I can’t do that”. I informed him he could, and he said it wasn’t possible. When I asked why it didn’t say anything about the charge on the website, I was informed that he didn’t control the website and that 20$ isn’t a big deal. I again said that if it’s not a big deal, he could pay it, he again said no. He told me that “he’s heard that there might or might not be a free charger in an underground lot just three buildings away that we could use”. I told him the Moonrise was where we booked a place, not there. He said we could cancel our booking and asked if we’d use a third party site. We had. Expedia. He informed me that we’d have to go through them, but that we were past the 48 hour cancelation time, so it might not work. I then asked him to write up the conversation we had, and he refused saying there was nothing he could do. I then told him that my one superpower was writing, and that he’d certainly hear from me again. He then tried to tell me he was just trying to help, to which I asked how, and he said the underground lot might have or might not have a charger. It was infuriating, and honestly pretty hostile. By the end of the conversation I was fairly shaken. So we left, called Expedia, was informed we’d get a refund for one night because they were charging us for the first night for not showing up. We had shown up, but we were threatened, ignored, and then ripped off. Literally. They fraudulently stole 179$ from us, because we took the one nights refund. We’re going to keep pushing to get our money back, but if you have anywhere else to say—a motel around the corner, the public bus station, the library steps before it opens the next morning, do it. This place is quite literally scary, awful, and...

This is such a difficult review to give. The hotel itself is fine. Unique, beautiful rooftop bar with a gorgeous view, a restaurant that I didn't get to try. I stayed here on my birthday with my husband for a concert back in June. We were able to have some drinks beforehand, walk to the venue, walk back, and have a few more drinks on the roof. My only feedback I have for that is that I wanted breakfast room service and according to a quick google search, they have it but noone would answer the call. As another reviewer said as well, there are no fitted sheets on the bed which I found odd but the flat sheets never came off the mattress so I had no complaints there.

Now for the negative portion of my review. I booked a night at Moonrise for my husband the following month as he had a 3 month post cancer treatment scan the following morning bright and early and we live 2 hours away. I booked through 3rd party and paid ahead of time. I told him this. He goes to check in. The manager is immediately telling him she doesn't have a room for him but they do have 2 queens. He was like ok but is there a price difference (as I have already paid. He had receipt of this)? She got annoyed by that and he made one comment. ONE. About her rudeness. She flew off the handle. I hope they have cameras at the front desk and caught this. I won't type out the entire instance of this situation but he asked to speak to a manager. Guess what? She was one. How, I have zero clue. There was another manager around so he came to speak to my husband and the whole time, she is ranting and raving to CUSTOMERS about how she can't believe they would go against her authority as manager to give him a free room. They had no intention of giving him a free room as he had already paid and just wanted to go listen to his book and distract from the nerve wracking situation that is a 3 month scan. Long story shorter....ish. He did not get a room. She threw a temper tantrum, clocked out leaving her staff hanging during a busy time, and sat in the lobby STILL ranting about my husband. She then stormed out the door and left. I am a very forgiving person but this was absolutely ridiculous. He was absolutely appalled and felt like he did something to deserve the ire of this woman. Which he did not. I certainly hope she isn't there anymore. If someone is being super rude to you, unless you want to potentially witness an epic sized tantrum, I suggest you put on a fake smile and make zero comments on the rudeness. Or don't and watch the ridiculous hilarity that is a grown woman acting worse than any 3 year...