Marriott St. Louis Grand

VERY UNPROFESSIONAL. We were charged a smoking fee while we DID NOT smoke in our room and it shows ON CAMERA that we smoked outside on the street. Emily, the manger at the time, discriminated on us stating she could smell our room from around the corner and down the hall , while PASSING 10 OTHER ROOMS she states. How can she pin point it to be OUR ROOM?!? Makes no sense. She stated because she found bits of tobacco in our trash can that “that was enough evidence”. Absolutely ridiculous and unprofessional on their end. Was a lovely hotel and we had planned to stay for more business trips, but not now. DO NOT STAY HERE IF YOU DO NOT WANT TO BE DISCRIMINATED ON. This is also being taken further on our end due to the disrespect. $350 added to our stay.

I rate this a zero because if moldy sheets! A $100 credit, keep it! The next night, it happened again! I shall never return. I had no idea that a two night stop could be a horror show.

Location

Cleanliness, have videos of mold in bed sheets

Clean and comfortable.

Expected better for the hefty price.

Nicely located and kept up and clean!

Very expensive to eat and drink at the bar! It was crazy prices! And it wasn’t anything special! It would be different if it was a 5 star restaurant but it’s 5 star prices!

I stayed at the Marriott St. Louis Grand for a conference and was honestly very surprised by the level of hospitality for a Marriott property. From the moment I checked in, the experience was disappointing. The front desk agent was sitting in a chair during check-in, seemed like she did not want to be there, barely spoke loud enough to hear, never welcomed me to the hotel, and failed to add my rewards number despite me asking multiple times. Each time I asked, I was made to feel like I was bothering her. The property itself also felt very outdated. The rooms were underwhelming, the beds felt extremely small and uncomfortable, and overall the hotel did not reflect the standard I typically expect from Marriott. The worst experience happened the following morning at the Starbucks inside the hotel. After being told they were out of the tea I originally wanted, I asked the cashier for an alternative recommendation, which she provided. When I received the drink, it was made incorrectly. I politely explained the issue and asked for it to be remade, but the cashier immediately became argumentative and insisted I never ordered it that way. I restated the conversation we had at the register, and eventually had to firmly ask for the drink to be remade. While another employee stepped in to remake the drink, the cashier continued speaking negatively about me in an aggressive and threatening manner, including comments like “I’m not the one,” “these f’ing customers,” and “if she want it she found it.” The behavior and tone were completely inappropriate and honestly made me feel uncomfortable and unsafe. I travel often for work and rarely leave negative reviews, but this experience was unacceptable from start to finish. Between the poor customer service, outdated accommodations, and hostile interaction at Starbucks, I will absolutely not be returning to this hotel.

The Valet guys were awesome. They were all very poliet and understanding. Really good at their jobs. The Bar was by far the nicest place in the whole hotel.

The room had a stain on the floor under a table and the faucet in the bathroom was broke no cold water was avaliable. Other than that is was a very nice room. The hotel lobby person that checked me in looked down on my party like we were at the wrong hotel when she never gave me a chance to show my confirmation number then changed her attitude after she finely search for my reservations that I made online a week ago. I did take her attitude as a kindly type of person.

So outdated and dirty. The carpets in hallways are stained. Smelled musty. There were hangers and wine glasses outside my door in hallway when arrived. The shower gel dispenser didn’t work and no soap. I informed the hotel said they would fix. When returned to shower it had not been fixed and still no soap. Multiple other conference attendees said their soap did not work either. The worst Marriott I’ve ever stayed in. I would avoid this property. Super rundown. This place needs a complete overhaul and upgrade.