Luxury Inn & Suites — Hotel in Troy

PLEASE READ IF YOU ARE TRAVELING WITH YOUR FAMILY … We were making our way south and planned to pass through St. Louis - as I was extensively researching places to stay for the night, I realized our best bet to stay safe and spend a reasonable amount of money for the night was to find a place outside of St. Louis. Came across the Luxury Inn, seemed to have good reviews for the most part and a good price at $99 ($94 w/our AAA discount). Booked our stay with a nice woman on the phone about an hour prior to arrival.. Once we got there my husband went in first to get us checked in.. He came out with our hotel keys and was upset because the man at the desk told him there was an up charge for our 1 year old! My husband paid $124 opposed to our previously discussed price ($107 including tax)! The place didn’t look very appealing so I was not ok with paying that price where we could have spent just as much at a nicer place closer to downtown. The man was SO RUDE! He immediately told me that he told my husband that we “didn’t need to check in and there was the door!” I asked so who did I speak to earlier? He refused to give me an answer. He blatantly told me he didn’t want our business. Unreal. AND the pool was closed for maintenance apparently; big sign at their front desk. Would have been nice to know when booking since we had been traveling all day (we have a 10 year old and a 1 year old). I asked to speak to the manager and he told me the manager wasn’t available for 24 hours. I asked for a card and he refused to give me one. Refused to give me a number for a supervisor and refused to give me his name. I’m completely appalled at this man’s lack of hospitality. If he showed even the slightest sincerity of the miscommunication this could have turned out quite differently. After going back and forth he asked how old my “infant” was and I said 14 months, he then said he’d honor the original price we were given. At that point I was done. Not about to stay there, who knows what other issues we would’ve endured. He tried giving me a receipt that said $0. He already charged my husband’s card and the $124 was nowhere on there, so I told him I needed a receipt saying the exact amount had been voided. He called someone to the desk which I assumed to be his son, he provided me with a voided receipt with the correct amount. He son was very polite and hospitable; he told me that man WAS the manager! Crazy! Whoever this man is (older gentleman, gray hair and an accent), I can’t believe how poor his treatment is of potential customers, seriously not even an apology for the miscommunicated price. Flat out said he didn’t want our business and didn’t care about a poor review or complaint to the bbb. We ended up driving 2 minutes to the Super 8 just down the road - SO GLAD we stayed there instead. Their front desk told us there was a storm that had passed through a couple hours prior so the man at the luxury inn was up charging rooms because there were a lot of utility workers/drivers that needed a place for the night. Apparently we weren’t the only ones getting jipped. PLEASE do not waste your time dealing with this man. I hate to say anything negative about a place of business where people are trying to make a living but this man clearly is ok with turning away business and being a complete jerk about it; apparently doesn’t care about his hotel so...

We were disappointed in the way management treated other guests. Though we were treated kindly, we saw one young couple getting yelled at by the manager (young wife is obviously expecting a child soon) and another larger group was told to leave the hotel (with young kids in tow) late one night.. We are aware that the young couple voiced concerns about their room (which were never handled by the management). Not sure why the other group was forced to leave. Probably complained about something.

Beware: the "free breakfast" that is advertised on their billboards is only from 6:30 AM to 8:30 AM. But by at least offering those free micowaveable Jimmy Dean sandwiches and muffins they can advertise "free breakfast" on their billboards.

Make certain that you have written proof of your hotel rate at the time of booking. A couple we were with were told their rate is now $20/nite higher and to go somewhere else if they don't like it. My wife and I had an email confirmation and you should get one too.

Also, if you have any concerns with your room, you must notify the front desk within 30 min of your arrival in order to get a refund. For your convenience, the hotel rules are posted above the desk light in your room. Read them carefully to avoid additional charges!

Spend a little more somewhere else where you are likely to feel...

Bait and switch. Buyer beware. Abusive management.

As a Google reviewer who has over 2 million hits on his photos I rarely write a negative review.

Made this reservation over the phone with a young man who couldn’t have been more cordial and friendly.

Got here at 7 PM and I should’ve known when I saw sign at the front desk that basically said no matter how bad your experiences there’s no refunds or compensation given.

The older gentleman that checked me in charged me for a king size room when I had reserved the queen. When I said some thing about it, he said I could wait an hour and get a queen room or pay extra to get the king room. When I suggested he should give me the king room at the queen room price he aggressively told me that if I didn’t like it, I could go somewhere else.

Of course, the conversation only got worse from there. This guy was willing to say anything regardless of the truth. And for what, $10.

I got to my room only to find a huge pile of dirty laundry, right outside my door. To make matters worse the bedside light in the room didn’t work.

The place is under repair and the ceiling is missing and there’s no place to eat the cold breakfast that they provide. Don’t expect the pool to be open...