King Spa Suite
Posted Apr 5, 2017
My husband and I stayed in the King Spa Suite at the hotel for our 10 year anniversary, on 3/30/17. While it was a very nice looking room, we had a few issues. The first issue was the jacuzzi tub. The drain would not stay closed and kept draining the water out. I called the front desk and they said they would send housekeeping to look at it. After waiting 15 minutes, my husband decided to walk downstairs and talk to the front desk. He asked to be moved to a different room and they said there were no "comparable" rooms available. They then told us they would send someone from maintenance. After another 20 minutes, he showed up and messed with the drain for a while and said that it was fixed. We wound up calling him back, because there was still an issue. Apparently, you have to barely turn the knob, or it would cause the drain not to close. After an hour of that, we realized that the bed was broke down on one side, the room was covered in dust and the window sill above the jacuzzi tub was filthy. I was quite upset, because after paying almost $500 for a room, I expected everything to be perfect. We didn't bother calling down to complain any further, because frankly, we felt they really wouldn't care. When I called the front desk, I didn't even get an apology, so why waste my time. With no "comparable" rooms, that meant we would have to downgrade, or just tolerate the issues we had. The casino was beautiful and the deli they have inside the casino was really good as well. We di
Comment from Hotel Management
Apr 20, 2017 by Ameristar Casino Resort Spa St. Charles , Hotel Management
Good morning Jackie, thank you for your review and comments. We are happy to hear that you enjoyed the casino and the deli and are sorry to see that you did not have the 5-star experience that we strive to provide to all of our guests. We will pass along your feedback about the maintenance, housekeeping, and customer service issues to our team.