DoubleTree by Hilton St. Louis Airport — Hotel in Woodson Terrace

My family and I stay here often whenever we come into to town. The front desk clerk, Kevin was and is always rude. Sadly, I tried my best not to write this review because Michael, Luna and Tocoya are the absolute best and make us feel at home every time we visit. But it is time, he’s exposed. As a Hilton Honors member for 20 years, I must say, this individual, Kevin is a disaster for this hotel and is hurting the Hilton name. Our flight arrived late Friday, so we were tired & ready to go to bed. There was a family in front of us getting 5 star service from Kevin. By the time he got to my family, he became dismissive, no eye contact no offer of water, the famous warm cookies or concern whatsoever. My eldest child checked in first. She stated he is always rude and has been on her last three visits. When it was my turn, I received the same unfriendly rude treatment. I noticed my total was slightly higher. I inquired why. He mentioned an incidental fee. I know some hotels charge incidentals, but this one had not in previous times. Kevin visibly was displeased my question. I said “I’m just asking a question, I could be wrong” and asked him to look up my last reservation as a reference. He ignored that. I questioned why he was being rude over me asking a question. He denied being rude. I also requested a room on the first floor, but he claimed, they had none available, gave me my key card and sent me on my way. Since he didn’t offer cookies or water, I asked. He belted out the rules. “‘One cookie per room.” I said, you didn’t tell the last family. I start thinking to myself, “I don’t get it! Why is he like this? Now, I’ve heard some Indians cultures, don’t like blacks or gays, but would he be this bold to display it?” Was he being like this because he see my child was a stud? Idk. But he dismissed everything we said and told us if we didn’t like it we can stay somewhere else. Wow! Disgusted, we departed towards the third floor. My daughter said while walking away, “ you just can’t treat people this way.” I get to my room first and my key card doesn’t work. They got to their room and noticed no double bed. We both go to the front desk. Kevin showed no remorse of the error. We go back up. Same thing. New room. No double bed. My room key card doesn’t work again. We go back again. I’m noticing, as he’s checking people in, he’s putting black people on upper floors, whites on the first and second. So, I asked him about my observation & why you card didn’t work again! After putting him on front street, he purposely gives the next black female a room on the second floor. Now, remember, he told me, he had none available. If I wasn’t so tired, I would have gone somewhere else. But it’s so late. My kid & my niece said they still don’t have a room with a double bed! Now we’re on the third time of her NOT getting a double bed and my key card not working. THREE TIMES EACH! REALLY??? NOW IT’S CREEPING UP ON MIDNIGHT??!!! No apologies! No nothing! JUST BAD SERVICE! We go back down. I teased him and said, “ I think you like me and just want to see my pretty face. That’s why you’re making sure my card doesn’t work. Admit it. But what’s the deal with my baby not getting a double bed? She, her fiancé and niece can’t sleep in the bed together! What’s up with you and why are you always so rude every time we’ve come here?” I expressed how he treats white guest one way but when you service black guests, he’s cold, dismissive, give no eye contact and doesn’t offer cookies, water or not even a smile or concern about how visibly tired they are. You’re supposed to make guest feel at home. He again denies being rude. I mentioned my brother works for Hilton and I’m definitely going to report this. He stated his uncle owns the hotel and has for 6 months. I said well, your uncle is gonna lose a lot of business because of the way you treat customers. He apologized. I said, “ now give my baby some cookies” He asked me for a good review. NOT! Even though he apologized, Kevin should treat EVERYONE with the same, kindness &...

Hotel staff were very dismissive and cared more about quotas and dollars than guest safety. My son and I checked in 6/4 to a double room and received 1key and no complimentary cookie. When asked to add my stay due to booking third party due to the site being sold out, I was told she couldn’t, which I knew was a lie. I did not press it as I could just call and add it. When we went into our room to use the toilet we almost fell to the floor as the toilet seat was very loose. I went to the front desk to tell the lady about the issue and to secure key and cookies that were not provided. The lady told me housekeeping would be down to fix the toilet. I told her not to forget because it was really loose and that was dangerous. We waited 33 minutes and no one came to fix the toilet. I called and got the same lady and she claimed housekeeping was coming but needed a few more minutes. 26 minutes passed and I had to leave. When I returned at 11PM. The new lady at the front told me no one was on staff to assist and the facility was sold out. She informed me of the time the manager would be in and I asked for a late check out in order to speak with the manager. The nest day I went to the front desk, again, and was met by Deep who claimed he would tell the manager what happened and see what could be done as there was a miscommunication on Hilton’s end as there were no staff on duty after 4 to do repairs and that the front desk knows only maintenance does repairs. Again, how would i know that? He promised me that I would be contacted about the outcome. He also confirmed the hotel was sold out and tried to give me cookies. Really!! My primary issue is skating on a toilet seat and possibly busting my head as someone with a chronic condition like UC. Needless to say, I checked out an hour later and asked why I had not been contacted because he acted like we hadn’t spoken early where he lied and told me he would reach out. He claimed he didn’t reach out because the manager wasn’t there. My issue with this is he showed yet another dismissive example of this site not caring about guest. He could have contacted me to inform me that she hadn’t arrived instead of acting like he never saw me. I checked out and told him I would be contacting corporate which is what I did. I gave my whole report to Kevin who asked me to give it 48 hours. Today is 6/11 and I still haven’t heard from ANYONE at Hilton. Marriott will have my business from now on. It is sad because I have traveled Hilton across the world. We just returned from Tokyo and Dubai Hilton. Never again!! Horrible representation on how you take care of...

St. Louis, MO- Airport location- Double Tree- I wasn’t impressed at all! The ONLY thing great about this location was the location and the outside look of the building. There are absolutely no refrigerators or microwaves within the rooms. Now for someone else this may have not been a big deal! For me it was, because I’m a diabetic and must store my insulin when traveling and most rooms usually have a small refrigerator within them seem to be standard for a standard room. Which that was my fault, for not double checking before booking here, but it’s the “Double Tree”, it has to be nice! Wrong! I was so wrong! Where should I start- A/C Issues 1st night! I had to call the front desk twice regarding their a/c in the room not responding, the a/c thermostat on the wall kept saying please wait! It continued to freeze up! It took forever to adjust to a lower temperatures. I called the front desk to come up and resolve the issue and I was told a maintenance guy would be up shortly to resolve my issue and that never happened. No one ever follow up on the a/c issue, to see if my issue was ever resolved or not. Just basically- you figure it out! I called twice and then basically I said forget it!

Also no cleaning of the rooms everyday, there is literally a sticker on the bathrooms mirror stating rooms are only cleaned after 4 days or more or you must call them and request for a daily cleaning of your room. I was absolutely stunned by that sticker! When did cleaning of a room daily within a hotel not be a standard service anymore! Wow!

There are too many people sleeping in hotels rooms every day not to clean them daily. Also there are no clean towels offered everyday, I had to do more searching for staff and supplies there than anything! If you are planning a long stay and you are booking here bring your own towels and be prepared to clean your own room daily.

I also had to change my own trash can bags within my room. I placed the room trash cans outside the room for changing when I left the room for a few hours and when I returned to the room, my trash was taken out but the trash bags left on top of the trash cans for me to put back into each of the 3 trash cans, outside the room.

There was absolutely too much of me as a customer doing services that the hotel staff should be doing. I truly felt , like I worked there. I do not recommend this hotel! Luckily we were only there for 2 days.

This location Absolutely needs new management. Never...