Marriott St. Louis West — Hotel in Town and Country

Went to a wedding here this weekend and while it is a fine hotel in many ways, we were really disappointed and would not return.

When we got to the hotel they informed us that the 2 queen bed room we booked had been impacted by some sort of flooding or leak and they needed to move us to a king room. It was just two of us so we said sure. But our room was also impacted by the water damage, whatever it was. We had to keep our shoes on until we jumped into bed because bare feet/sock feet would be immediately soaked through. The smell of wet musty carpet hit you when you walked in and did not subside all weekend, which was unpleasant. The room was otherwise fine, bed very nice, and generally clean. But this was an issue for us during our stay and even after it dries eventually will lead to carpet damage and mold if they don't address it.

During the wedding and the reception, which were also at the hotel, children who were there for a big sports tournament were running around and sneaking into the wedding area. It was extremely inappropriate and disruptive. We understand that hotel staff are not responsible for people's children, but it was like no one was around but a bunch of children, parents or staff, to manage the area.

Other issues were issues faced in a lot of "mid range" hotels. The housekeepers were awesome all weekend! Really appreciate every kind and helpful interaction with them. But management clearly does not give them the supplies and time they need to do a good job for long-term up keep of the hotel. The rooms are all kept basically clean, but you can tell there is no investment in the long-term. So the corners of rooms and air vents are dirty and dusty, which is always the red flag giveaway. It's also generally dated - the tiles and so on in the bathrooms are cracked and the towels are clearly very old and small, and they only gave us two. Terrible toilet paper.

You have to pay for breakfast which is fine except that it was mostly just a formality. One of the benefits of paying for breakfast is supposed to be having a little bit of service (I totally understand it is not a full service restaurant, but a buffet). They set the tables and bring by coffee, etc. But the tables were all either dirty or just missing silverware and glasses, etc., and there wasn't any coffee. We had to go find silverware and never did get a spoon or any coffee. The buffet was almost empty, most of the milk frozen to the back of the fridge. This was a while before breakfast ended, too. Lots of missing items. Waffles and bread items were all freezer burned or stale. Even if it were a free continental breakfast it would have been inappropriate, but to ask people to pay for this is definitely not appropriate.

Overall a roadside motel experience in a building that happens to be large enough to...

Wedding was held on 10/24/20 we started making the plans 02/01/2020. The cost was over $10K not including the 15 rooms that were reserved for the event. My family spent a lot of money at this hotel. Wedding planner left 8 days before the event after working with her for 8 months. I understand people move on but it does not make it any less frustrating. I was assured it would be smooth process and it was not. The new wedding planner Jill Galera was unprofessional, rude and super sensitive to be in this field. Jill Galera seem to get upset with me every time the hotel made an error and I addressed it. There were several error starting with charging my son-in-law debt card for items that were already paid in the contract. Can you image just getting married and waking up to no money in your account because of hotel errors? Then followed with attitude as if you should not be upset. Now you have to wait to get your money back as the transactions takes a couple of days to return the funds. The newlyweds checked into the hotel on Friday 10/23/20, by Monday morning more than $1000 was auto taken from his account for rooms already paid for in the bridal contract. The cake charges has taken over a month to figure out and still working on it. The wedding cake was cheaper as it was recommended through the hotel and now we see why. It's so confusing on something so simple. Hopefully that will get fixed today 10/27/20. Upon check in at the hotel many family members traveled from different states. Relatives from NV were asked all the COVID-19 questions (black family) but my ex husband from CA was not (white man). Why? The food the night of the wedding was over salted over cooked and very slow being served. When I spoke with the chief more attitude was displayed and it was clear from his tone he could care less. How sad to have your daughter who was just married less than 48 hours call you in tears back to back to back. Not once did Jill Galera the new wedding planner ask how did the night of the wedding go, anything I can do, or an apology. Instead I was greeted with attitude, constant interruptions as I was trying to tell her what the newest issue was. I had to ask her repeatedly to stop interrupting so I can finish a sentence. Jill acted as if I had no right to be upset. I wonder if all families that come to the Marriot West are treated this way or it is only the black families? On 10/26/20 when I spoke with Jill Galera she showed such a low level of respect to me and as a represenataive of the Marriot hotel. I wonder if the hotel is award of how she speaks to the clients after the bill is paid. I left a message for the general manager yesterday. Not sure if I will get a call back or not. So very disappointed and sorry we picked this hotel for our daughter's very special...

I had a really traumatic experience at this hotel. It happened the evening of June 28th 2025. Myself and my 2 children (8 & 10) checked in later in the evening and were exhausted after a long day. We settled in and hung out for a little bit before going to bed. My son (10 y/o) took one of the 2 queen beds, and my daughter and I were in the other bed. As my son was laying on the bed, looking at his tablet, he noticed there was a wet spot on the bed, but he said that he had just had his water bottle on the bed, and that was most likely what it was from.

The next morning we woke up and he says the bed is still wet. My first thought was that maybe there was a leak in the ceiling or something, but when I pulled back the sheets, there was a large, very wet spot. Upon examining it closer, it became evident that it was urine. There was so much urine in the bed that even after hours, it had not dried. Clearly, one of the house cleaners had made the bed without changing the sheets. Not only did my son sleep in a puddle of someone else’s urine but my daughter and I slept in the bed that had already slept in by strangers. It was enough to make your skin crawl, and more than just a little upsetting. When you stay in hotel you are putting trust into the hands of the establishment and our trust was completely shattered. There were other issues as well, this was just by far the worst. The phone in the room didn’t work. The door stopper in the bathroom was broken with gum shoved inside of it. There was dirt all around the bathtub. The whole place was an absolute nightmare. I spoke to someone at the front desk as well as the general manager and although they said they were sorry (and offered me some free nights in one of their hotels- which I did not want because, again, trauma) there wasn’t really much done about it. This was honestly so upsetting that I just didn’t even wanna think about it, because it truly felt traumatic. I finally decided that I owed it to the other consumers out there to let them know the situation at that hotel. I wouldn’t want any other family to have to go through something like what we went through. It’s going to be really hard to stay in hotels from here on out. I would never ever ever take my family there again, and I want to make sure that everyone else has the facts before staying there as well.

*I have included a picture of the bed, but it is hard to make out the entirety of the pool of urine. I have a video that shows the state of the whole room that is much clearer, but couldn’t post it here. Just know it was WAY MORE than you can see in...