Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at this hotel from May *****, 2024 and upon leaving I left one of my ***** tennis shoes on the floor between the Ottoman and the long curtains. I went to the hotel 2 days after checkout to tell them about the shoe and I called several times and left numerous voice messages regarding my shoe. I was given a case/claim number which is *********. The housekeeping manager never returned any of my phone calls. I booked another stay at this property on Sept *****th and confronted the housekeeper and the manager in person who confirmed that my shoe was found and then placed in the lost and found box in the window and then discarded. I spoke with the hotel manager and the general manager on Oct 3rd by email and they confirmed that they discarded my shoe without contacting me. They offered me ***** bonvoy points which is nothing compared to the cost of my shoes. I declined this offer as they should at least pay half of the cost of my shoes!! They asked me to provide the pictures and receipt. Since Oct 3rd they have been avoiding my phone calls, avoiding my emails and the general manager stated to me "its not their fault that I left my shoe" and that they are independently owned and operated therefore they do not have to follow Marrriott's policy which is contact the customer to claim the merchandise and keep the items for 180 days. The manager and the general manager are not responding to any of my emails or phone calls.

  Business Response

  Date: 11/20/2024

  I was contacted in October by **** ********, who stated that she had spoken with our housekeeping manager and was told that her shoe had been discarded by our staff. I explained to her that we had standard operating procedures for lost and found items and that I would need to investigate her claims. While we are not responsible for items left behind or lost items, I did initially agree to try to work towards a solution for both parties. I asked for our IT department to retrieve any prior email communication in regards to this matter and found that at no time did anyone state that her shoe was found or discarded. Please see the attached emails dating back to 5/31 and 6/1/2024 between our then housekeeping manager and our front desk manager stating that she had multiple conversations and was told we did not have her item. At some point she was in contact with our Operations Manager ***** ***** who was not employed with Hotel Saint Louis at the time of the incident alleging that she was told the shoe was discarded. She stated that she had came to property in September and  spoke to the housekeeping manager and was told the shoe was discarded. Unfortunately there was a separation of employment with dating back to 6/12. I lead this department until the new Director started on 7/15 and her no myself had any conversation with **** ******** in regards to this matter. Being of service to our guest is a high priority so due to the delayed response and unverifiable information she allegedly received, the hotel was willing to issue a credit for her inconvenience only. Before we could make contact with guest, we received several negating reviews out several of our platforms with untrue and inaccurate information. I reached out and asked that this been removed and it was refused. Therefore any offer of compensation was rescinded. We asked to have no further contact with guest regarding this matter as this information is inaccurate and untrue.  

  Customer Answer

  Date: 11/21/2024

  Complaint: 22516251
  
  I have reviewed the business' response and am rejecting it because:
  
  This hotel is stating that none of the employees that me my husband and my daughter spoke with IN PERSON are no longer employed with the hotel.  How ironic that the manager is using this as an excuse to not accept responsibility of discarding my shoe.  I have 2 witnesses besides myself that physically spoke with the housekeeper the housekeeping manager and the hotel manager *********** ***** that confirmed my allegations.  I have a recording that was taken by my husband on his phone stating that they discarded my shoe.  I do not care that they are no longer employed by this establishment because at the time of my loss all of these individuals WHERE INDEED employed by this hotel.  This is just an excuse that they are using to not take responsibility for my loss!!! 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $600 thru *********** for 8/31 and 9/1. We..3 women and one female small child ... were put out on the rat infested streets at midnight by an obviously mentally ill or begrudgingly rude acting manager for claims of something we did not do and he had no proof of. It was honestly the craziest experience that nobody in or out of our party can figure out. I've attempted to contact them 5 times and told them I'd be gaining thru my bank and the BBB. Service was not fulfilled and we were all put in severe ***** way. It was extremely unprofessional, sexist, chauvinistic and disheartening to say the least.

  Business Response

  Date: 09/24/2024

  Please see the attached statement  from the night auditor working that evening, the guest was asked not to smoke in the rooftop bar, she then became irate with the night auditor with a slew of insults. After some time the night auditor asked the guest to leave the hotel property. The guest refused to leave so the police where called and they had to remove the guest from the property.

  Customer Answer

  Date: 10/01/2024

  I am so angry and outraged by the lies from this hotel management. I do not smoke. There was nobody in my party smoking upstairs at all. The non manager was mistaken and completely rude and sexist. HE was the one slinging insults. I asked my party to go upstairs so that there wouldnt be any tempers flaring and sat down and patiently waited for the police. I ONLY asked for his name and he refused..giving me 2 other men's business cards that I was not able to reach after multiple attempts. This after the vallet hit on me in front of my 11yr old daughter and tried to follow me to my room. I would please request that they show the camera footage of what he said he had me on tape doing bc it doesn't exist. Also any footage of me insulting anyone does not exist. They put women and a child on the streets for absolutely wrong info. I'm horrified at the unproffesionalism and disrespect and sexual hassassment. The police were very kind and apologetic to me/us. The hotel originally scammed me out of my booked room with one without a balcony that I paid for. This may have been an attempt to poorly cover they're tracks. I believe that others esp women will continue to be treated this way. I would love to see the hotel shut down. Their services are not 4star or even 1star. It's a fraudulent boysclub they're running. NOT a hotel. Horrifying! We honestly were all so confused when it occurred and still are! It felt like we were on a weird *** trafficing episode of candid camera or punked  in h***

• Initial Complaint

  Date:11/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Hotel Saint Louis Autograph Collection in September 2022. I arrived on September 15 and departed on September 18, 2022. On September 19, 2022, a charge of $36.15 for ***** ** Restaurant was charged to my **** debit card. On November 2, 2022, a duplicate charge of $36.15 was charged to my **** debit card. I did not step foot in or eat at the ***** ** Restaurant located in the Hotel Saint Louis Autograph Collection. The hotel needs to refund my $72.30 and remove my debit card information from their system. I was at the hotel for a wedding. Note that several other hotel guests that were there for the same wedding were also charged by the ***** ** Restaurant multiple times. They, like me, never stepped foot in or ate at the restaurant in the hotel. I think that these charges were NOT an accident. It was intentional and has happened to many of their guests.

• Initial Complaint

  Date:05/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the property from 03-07Apr22 on official business (government) travel. I provided all relevant identification and tax exemption information as required. During my stay they updated their computer software so I had to check out and check back in, but did not think much of it or that they were having issues. When I checked out I was told they no longer had the ability at the front desk to adjust my room charges to reflect the tax exemption, but someone would reach out to accounting and email me my invoice once they fixed the charges. I provided my contact information but never heard from anyone or received my invoice. Over the last almost month, I’ve called nine times but have yet to hear back from anyone. I’ve left voicemails on the accounting department extension (which is now full), I’ve left my contact information with multiple people at the front desk who assured me I would get a call back, I’ve been transferred to the Asst GM’s extension (Mahogany I believe was the name given to me) but have received no answer, and transferred to Jennifer’s extension but received no answer or call back to the message I left. I’m supposed to complete my accounting for my trips within one week of completion of my trips and have explained that to people I’ve spoken to. I’m now at almost 30 days and will be liable for the charges on my card since I cannot complete my trip voucher.

  Business Response

  Date: 05/19/2022

  Dear Mr. ********** – Late yesterday I received a notice from the Better Business Bureau about your complaint regarding a revised receipt adjusted to reflect tax exemption.

   

  I sincerely apologize for the difficulties you encountered and the frustration our slow response must have caused.    It doesn’t change what you experienced, but I want you to know that we are discussing our response procedures with the hotel staff, including the head General Manager, to be sure we have adequate procedures and back up procedures in place to give the prompt response our guests deserve. 

   

  As you requested, attached is a receipt for your stay prepared by the hotel.  If you need anything different or additional, please contact me directly.  My direct phone line and email are listed below for your use.

   

  Sincerely, ***   ***** ** *****

• Initial Complaint

  Date:04/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I stayed at Hotel St. Louis on April 2, 2022, under a complimentary stay that was issued by **** ************ (Director of Food and Beverage) due to an issue that occurred on a prior stay. We were originally scheduled to stay on March 19, 2022, but had to cancel and we rescheduled for April 2, 2022. He also included a $150 food credit to be used at a dining facility within the hotel (I have emails to confirm all of this). Upon our stay, we dined at the Union 30 restaurant and was informed by **** to charge the meal to our room and the $150 food credit would be applied, so we did. Our meal came to $191 and we anticipated our credit card being charged the overage of $41. On April 14th, I received my credit card statement and discovered that I was charge $191 from Hotel St. Louis for the full meal. I reached out to the hotel and was transferred to their Accounting Department and spoke with **** ********. He completed his research, called me back on the 14th and confirmed that my card should only have been charged $41, instead of the full price of the meal, which was $191, and that he would credit the card back $150.00. I did not have the card on me at that time and called him back on the morning of 4/15/22 and provided the card number. Mr. ******** stated he would process the credit back to my card that day. As of today, April 29, 2022, I still have not received the $150 credit. I have called Hotel St. Louis multiple times. Each time I ask to speak to Mr. ********, I am transferred to a phone that has a female's voicemail and I am unable to leave as message as the voicemail box is full. I have also sent several emails to both Mr. ************ and Mr. ******** over the past two weeks, and I have not received a response from one of them.

  Business Response

  Date: 05/19/2022

  We have resolved both these issues with the consumer.