ComplaintsforFour Seasons Hotel St. Louis

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe we were racial profiled at this establishment. I had my wedding there and we were treated badly. We saw a bunch of police walking around while we were having pictures taken. After the wedding the bridesmaids and I went to the room, which was the Presidential Suite, to change before we all went out for the night. We were laughing of course, it's my Wedding ! Next thing I know the front desk is calling telling us we have too many people in the room. We weren't having a party, we were changing clothes to go out. I tried the tell this to the desk clerk and she sent the police to the room. She had told the police that I cussed her out. I asked for proof of that, but they didn't have any. The cop was rude, too., A couple of these women were not finished dressing. But he was not going to leave the room until everybody was out. No manager even contacted me for a week and a half. This is supposed to be the happiest day of my life, and they ruined it. Now they are bugging me about a small balance that is unpaid.

  Business response

  08/21/2022

  The above claims are not accurate at all,  *** ****** had her wedding at the property, her wedding party were asked to leave from the bridal suite due to excessive noise complaints from other guests and the foul language that they used towards to our employees as well as the manager. 

  We  have received multiple noise complaints from guests on the floor. We alerted our security team and they proceeded to investigate. It was then discovered the noise/ loud music was coming from the Bridal Suite. The Security team member knocked on the guest door to rectify the situation however they slammed it back shut when they saw security personal.

  
  The Security supervisor contacted the manager who I attempted to call the room, asked to speak with the main occupant of the room. Unfortunately, guest hung up. The Manager noted that during the conversation the background noise was extremely loud and multiple voices could be heard.

  
  The Bride called the FD Manager little later and asked why we had disturbed her and her family, started using profanities to our manager on duty and telling this is all wrong and she has no authority to do so. She politely explained that there were multiple noise complaints and ask how many occupants were actually in the room. She continued to use vulgarities and our manager calmly excused herself from the phone conversation and just before she hung up the phone she used vulgarities again.

  Security asked everyone to leave the room but the registered guests. ** ****** and her guests used profanities again to the security team as well.

  Our Hotel Manager called to speak with *** ****** based on her request to follow up but she also used profanities towards to him and he had to end the conversation.

  We do have a signed contract for the wedding event (food & beverage) which the food as well as the beverage were consumed at the wedding and there is a balance left to be paid which is $9500, the suite was provided at no charge and we would like to get paid what we have provided and consumed. Thank you.  

   

  Customer response

  08/22/2022

  Complaint: ********
  
  I am rejecting this response because:Because that is not accurate. I called and spoke with the lady at the front desk and talked to her just as calm. She asked me who was on the occupancy permit. I told her me and my husband. She was yelling and upset; but not give me a chance to explain myself at all. I said this is some bullshit. She said I cursed her out and I didn’t. Also the only contract I signed is the one that says we owed $ 16,397.38 which we paid. I never did sign another contract. I was told by the wedding coordinator that there would be another head count at the reception for the wedding to give us our final count of what would be owed. Half of my guest did not show and far as the food. I could not even take any of it and I was not told that at the food tasting. Also with my wedding being on the rooftop. I was told that it would be roped off; but there was people walking by the ceremony while going on and people in the pool area. I also told them to run the phone call back where they stated that I cursed out the receptionist and they said they don’t have proof of that. Show me proof of someone making a complaint. They couldn’t do that neither. My wedding day was ruined because of them. Even the coordinator said the same exact thing. The wedding was just over. I can see if we had been up there for a minute; but we wasn’t. We was only there to get our items so that we could leave. 
  
  
  
  Sincerely,
  
  ****** ******

  Business response

  08/28/2022

  $16,397.38 was the total in advance deposits owed per the contract *** ****** signed. In that same contract she signed, the clause states "The guaranteed number of attendees at the Event must be communicated to the Catering Office at the Hotel not less than three (3) full working days (Monday through Friday, excluding holidays),
  prior to the Event. Final charges will be based on the greater of (a) the guaranteed number of attendees (or the number of persons for which the Event was originally booked, if no guaranteed number was provided) or (b) the total number of attendees served."

  
  On June 17th *** ****** gave our Catering Director an updated guest count of 121 adults, 3 under 21s and 2 children plus 3 vendor meals. She emailed asking what the total bill would be because her fiance wanted to know. Based on that count she sent her a full estimate of charges totaling $25,987.34 which would make her final balance owed after the event $9589.96. She had asked for Hennessy to be available based on consumption, so I let her know that was the only thing that would affect the balance owed, depending on how many of those drinks were ordered the night of the event. 

  
  On Tuesday 7/5, our Director of Catering emailed *** ****** a reminder that her guarantee was due and asked if her final count was still the same or if she had any cancellations. She emailed back the same day confirming that final count was the same, no cancellations. 

  
  On Wednesday 7/6, our Director of Catering emailed *** ****** a deposit receipt along with final Banquet Event Orders and reiterated that based on the count she had given, the remainder owed after the event would $9,589.96 and the only variable would be the amount of Hennessy that was ordered. 

  
  We also showed flexibility in allowing her 30 days to pay the final bill with no convenience fee (typically the convenience fee is charged if the balance is not paid in full within 5 days after the final invoice is sent).

  
  It is not true that half of her guests didn't show up. Our Director of Catering was there that night as well as our Banquet Captain, staff- the room was full. 
  As far as her ceremony space, *** ****** contracted the catering terrace which was 100% private to her guests on the day of the event. She never asked for nor did we ever discuss that the entire Sky Terrace (including Cinder Bar, Cinder House and Pool) would be closed. On May 2nd she was sent complete diagrams of all spaces based on the setup preferences we discussed at her tasting. The ceremony diagram that was sent to her was clearly for the catering terrace only, it did not include any other part of the Sky Terrace. 

  
  
  If BBB would like copies of the signed contract or any of the emails referenced, we would be happy to send them. 

  Customer response

  08/29/2022

  Complaint: ********
  
  I am rejecting this response because; because I never did sign the other contract and all of my guest did not show and I was never told anything about the food could not be taken out until the day of my wedding. And far as the area being closed completely that is not what I said. I was told by ******* which was my wedding coordinator at the four seasons that the area that I was in would be roped off; but it wasn’t because during my ceremony and the mist of my decorators setting up there was people over in that area and they should not have been. They where taking pictures by my set that was personally for my wedding. And still when they get done me and my guest was racial profiled. I was even told by ******* that the officers should not have even been down there during the wedding at all. I have witnesses to everything that went on. They don’t even have no proof of nothing. They only got he say she say and that’s it. And far as that second contract that they claim was signed it was not signed by me. The first one was I will agree to that. I wanna see the signature for the second contract because I know it’s not my handwriting and that’s gonna be another problem. She sent the diagram; but nothing was never signed by me at all on that second part of the contract. 
  
  Sincerely,
  
  ****** ******

  Business response

  09/01/2022

  Attached are the signed contract and all correspondence/documents that show that *** ****** acknowledged and was aware of all charges due for the event, both in advance deposits and the balance due post-event.

  We have done many things for *** ****** to try to ensure a flawless wedding day, as well as show flexibility and willingness to work with her post-event. We upgraded her to the Presidential Suite on the night of her wedding, complimentary - this is not something we normally do for weddings and not something she had asked for, paid for, or contracted. Our catering director did it as a surprise for Keyona due to some financial difficulties with her bank that was causing her stress in the days leading up to the wedding. We comped the Hennessey that was special ordered for her husband during the reception, we offered to extend her window for final payment to 30 days with no fee, and we offered $2500 off her final bill as a concession to her lack of satisfaction with her experience. 

  Customer response

  09/02/2022

  Complaint: ********
  
  I am rejecting this response because: I still feel as if we was racial profile and everything was not explained to me the way it should have been by the wedding coordinator about the food and everything. I’m standing on that. And I was told that I would only be charged for the guest that showed up and all my guest did not. Now the first contract yea we signed; but our signature is no where on the others. I’m still not happy with what happened and that’s how I feel. We was did like that because we where black. 
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed here on 3/30/22. They had to change my room because the first one did not have a bed skirt, an Arch-view off the Arch and the phone was dead. I had to call the front desk with my cell phone. They gave me another room but it was half the size. This is not what I paid for or what I ordered, It was a bait & switch. And the breakfast the next morning was atrocious. I complained about this & others before leaving.

  Business response

  04/27/2022

  Please see the below response from the Four Seasons St. Louis to guest ****** ****** regarding his recent stay with us complaint ID ********

  
  

  **** *****
  

  Director of Housekeeping
  

  Four Seasons Hotel St. Louis

  *** ***** ****** ****** *** ****** ** ***** ****** ***** ******** ******* ***** ********

  ******* ************************** **********************************

  
  

   

  I won’t be able to do a free stay as I live in MI.

  The miles can be refunded if the reservation is cancelled and then you ask the 3rd party to do a refund.
  

  
  

  On Apr 27, 2022, at 2:03 PM, **** ***** <**************************> wrote:

  
  

  Good Afternoon Mr. ******,

  
  

  Thank you for your patience while we looked into your feedback regarding your stay. 

  
  

  We would like to invite you back to the hotel on a complimentary basis for two nights at the date of your choosing as well as provide a $150 food and beverage credit for use on property. We hope to restore your faith in our brand and property and would be grateful for the opportunity to host you on your return travels to St. Louis. 

  
  

  Our hotel is currently undergoing a renovation, and like many things these days, it has been impacted by global supply chain challenges. This includes our property's brand-new bed frames which eliminates the bed skirts all together and provides a very modern and elevated appearance in line with the latest Four Seasons standards for luxury hospitality. We apologize that the room you were placed in did not yet have the new bed frame installed, as previously mentioned their arrival to our property from the manufacturer has been severely delayed with little to no notice. 

  
  

  Regarding the room type feedback, our records indicate that the initial room type booked was a Grand Premier City - View Room which faces north and is 639 sq ft. Given the concern shared about the bed skirt and the phone functionality we moved your room on a complimentary basis to an upgraded room called the Premier Arch - View Room which faces south out to the arch grounds as well as the river and is 511 sq ft. 

  
  

  While I can understand your concern regarding the reduction in room size with this move of 128 sq ft, please note that the room we moved you to is listed on average $98.00 more per night than the original room type you booked initially. 

  
  

  Although we are not able to provide you with a reimbursement of the miles used to book this trip due to the nature of the booking channel being through a 3^rd party, we sincerely want the opportunity to restore your faith in our property and appreciate you taking the time to read our explanation of your experience.

  
  

  Please feel free to consider me your personal contact on property and know that I am here to assist you. 

  
  

  Thanks,

  ****

  
  

  **** *****
  

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