Booked room is NOT guaranteed
Posted Oct 24, 2016 on Hotels
We have stayed at this hotel multiple times because of its convenient location near the STL Zoo, the St. Louis Galleria, and Trader Joe's, which are the reasons we visit St. Louis. We were VERY DISAPPOINTED THIS TIME because our 1 bedroom suite, which was supposedly guaranteed upon booking, was OVERSOLD. The employee who checked us in didn't even have the guts to tell us that we had been downgraded to a studio and sent us up to our room expecting that we got the room we paid for ($50 more for the 1 bedroom than the studio). When we went back down to the lobby to complain, we heard other customers complaining of the same issue. The day before our trip we saw that 1 bedroom suites were still available on hotels.com, so I don't understand how the hotel had oversold. We were told that our room was the last one available in the entire hotel so there were no other options for us. Hotels.com compensated us for the inconvenience but it was super annoying that we couldn't travel with our 2 young kids as planned (with them sleeping in a closed off bedroom while we stayed up later).