Férias nas Montanhas em Nordeste do Missouri

Good Rooftop experience friendly staff

The hotel's facilities are good, but breakfast was not the continental offering I'd expect from a Westin. Service badly undermined my stay. Check-in was poor and the front desk seemed unprepared. I arrived from Chicago with several bags and no one offered help. Reception couldn't find my reservation — my name has five words and had been merged incorrectly in their system. Instead of searching further, the agent told me to rebook; I did via Expedia (non-refundable). I asked him to keep trying, as I had my confirmation number. He eventually found the original booking, but I'd already rebooked, and cancelling it was stressful. Check-out was worse. After my girlfriend's WashU graduation, we requested a late check-out; reception confirmed it at USD 25/hour. While returning, my bank app alerted me the hotel had charged USD 520 without my authorization or presence. Staff were rude, claiming they had to bill a full extra night since it was past 4 PM and housekeeping had left. No one mentioned a 4 PM cutoff when I requested the late check-out — only the USD 25/hour rate. They applied a high charge I never agreed to or was warned of. I felt disrespected by The Westin St. Louis team. I don't recommend this property and urge Marriott to review staff training. I still have no resolution for the unauthorized charge.

Good Rooftop experience friendly staff

The hotel's facilities are good, but breakfast was not the continental offering I'd expect from a Westin. Service badly undermined my stay. Check-in was poor and the front desk seemed unprepared. I arrived from Chicago with several bags and no one offered help. Reception couldn't find my reservation — my name has five words and had been merged incorrectly in their system. Instead of searching further, the agent told me to rebook; I did via Expedia (non-refundable). I asked him to keep trying, as I had my confirmation number. He eventually found the original booking, but I'd already rebooked, and cancelling it was stressful. Check-out was worse. After my girlfriend's WashU graduation, we requested a late check-out; reception confirmed it at USD 25/hour. While returning, my bank app alerted me the hotel had charged USD 520 without my authorization or presence. Staff were rude, claiming they had to bill a full extra night since it was past 4 PM and housekeeping had left. No one mentioned a 4 PM cutoff when I requested the late check-out — only the USD 25/hour rate. They applied a high charge I never agreed to or was warned of. I felt disrespected by The Westin St. Louis team. I don't recommend this property and urge Marriott to review staff training. I still have no resolution for the unauthorized charge.