TownePlace Suites by Marriott St. Louis Edwardsville, IL

Fast check in, clean room

Very nice, new hotel. Rooms were very clean. Breakfast was a bit small on options, but good stay overall.

Nice, spacious rooms. Very clean and had a good breakfast.

The guy who checked me in was rude and had an attitude. Then they didn’t communicate to me that the pet fee was $200, but I booked the room through Booking.com so if I didn’t accept the pet fee, I still would’ve been charged for the room. I sent my review of the hotel and the manager emailed me back saying this was a “miscommunication” on the part of the staff. The pet fee is really high in comparison to other hotels I’ve stayed at with 3 dogs. Then, I tried to reserve the room for 2 more nights but the front desk told me there weren’t any rooms available. So I got on the Marriott Bonvoy site and reserved the same type of room I was in for 2 more nights. I called down to the front desk and let them know that I reserved the room and asked if I could stay in the same room. The lady at the front desk said she would leave a note for the morning shift. So I went down in the morning and again asked if I could stay in the same room. The lady working the front desk at that time said I would need to check out at noon with all of my stuff and check back in at 2 or 3pm. I went back to my room and saw that they charged me $200 for the pet fee along with the room charge and taxes - all in all, it came out to $505 for one night, $200 of that being the pet fee! So I canceled the 2 nights that I had previously booked online. At no time did any sort of warning fire that I would be charged if I cancelled but I saw on my credit card statement that I was charged and someone at the front desk confirmed that I was charged. Only after I complained, did the manager tell me that the front desk staff had booked me in the same room I was in and that the pet fee was a one time fee and not per night. Had I known either of that, I would’ve stayed the 2 additional nights!! Again, the manager said it was a miscommunication on the part of his staff. He said he refunded me for the night that I cancelled, however that room charge is still on my credit card statement.

The Hotel is good and beds are comfortable. however the customer service this time around was horrible. Philip the manager who checked us in definitely needs some training. he doesn't know how to talk to the guest. very rude and felt very unwelcome. We even observed him shouting at one of his coworker very harshly/loudly in front of all the guest at the lobby. He should have handle it behind the closed door. very unprofessional. We have been coming to Edwardsville for past 2-3 years and stay at the hotel couple of times a year and now with this unpleasant experience we might have to look for other options around the area.

The staff is extremely friendly. The location is great.

Our room smell very strongly of smoke. It was evident it had been smoked in heavily in the past.

The hotel is in a good location. Beds were comfortable and the room was clean. I didn’t see any evidence of bugs, etc. The only reason my review is 4 stars instead of 5, was because of the hallway deodorizer they were using was overwhelming. I wasn’t sure what smell they were trying to cover up, but for someone with a sensitive nose it was overpowering. Overall, I highly recommend, and I would definitely stay here again!

DO NOT book here, especially if you are a person of color. They will appear to seem inclusive by allowing a person of color to mange but they will hold people to a different standard when you visit their location. My family and I arrive at this location on Friday and towards the completion of check out, they required my husband to sign a noise ordinance. We did not mind and thought it was great until we noticed the rules only applied to those who are of color. My family and I followed EVERY rule and we were happy to abide. However, we were met with a large group of those who were allowed to gather outside underneath our room and hold a party until 2am. I even reached out to the manager Mr. Williams who wanted to highlight that he was a Black man from the area and of course he believes this group was justified in their wrong doing. We have a voice recording of the front office desk saying she was even frustrated and have contacted her manager several times. Mr. Williams lied and we understand that he needs to keep his job but at what expense? The expense of allowing a family to have little to zero sleep and put in danger of having to travel the next day because his property refused to do their job? They will enforce the rules but if you are of color, they will call the police. We did not agree with their immediate decision and said we will just file a formal complaint. The VP of operations, Mr. Cleave, then threaten to steal from us because we did not like his decision.

I recently stayed at TownePlace and had a very disappointing experience at check-in that I feel needs to be addressed. I had booked three rooms in advance through a third-party site, but upon arrival, the front desk agent, Philip, only checked us in for two rooms, claiming the third room had already been checked in by someone else. We later found out that a family member—who had arrived earlier—booked a separate room because they were told they couldn’t check in under my reservation. I asked Philip if there was any way we could access the third room. Instead of helping, he flatly said we would have to pay their current rates and that even if there was an issue with the third-party booking, it wasn’t their problem. He refused to review the confirmation numbers I had on hand and kept repeating himself in a dismissive tone. When I asked if the reservation might be under a different name (as sometimes third-party systems split names), he continued with an attitude, saying things like, “Why would you book under a different name?” I explained that I hadn’t, but that the system may have used my maiden name for one room and my married name for another. He showed no willingness to assist or even listen properly. After I insisted multiple times, he finally checked the system again—and confirmed the third room was under my name. Still, he said we couldn’t have it unless the person who checked in came back, despite me being the reservation holder. His tone and refusal to work with m

The name marriot. I was given a 1 hour late checkout

The ac unit made a noise when it came on up until it turned off. The staff, only during check in, was not friendly at all. Once he left, the staff was just fine. I prefer the one in O'Fallon. I'll never come to this location again.