Drury Plaza Hotel St Louis Creve Coeur

Good evening, Im writing as, unfortunately, Ive had quite a few highly unpleasant experiences at your hotel in Creve Coeur. I've booked a suite at the hotel with my husband and daughter by recommendation of Mercy Hospital. I'm attending for life saving open surgery and I've booked for my husband and daughter to stay. Due to the nature of my surgery I'm required to stay for 17 days. This evening I was told by the general manager, Elizabeth, that she was more than happy to check me out. I have had to move room three times in less than two weeks. When we first arrived the seventh floor smelled extremely bad - damp, stale smoke, vape, and heavy aerosol air freshener. We came to speak with Clara, who was very apologetic and helpfully moved us to another suite on another floor. Unfortunately, unbeknownst to her, this room was very unclean. All hard surfaces were covered in dust. There were three large spots of open rust in the bath tub. The base of the doors were water damaged and sodden. The carpet was extremely dirty and the upholstery was very stale smelling. The bathroom was smelly and unclean. I was due to have surgery the next day and simply too unwell to change room again, so my husband purchased cleaning supplies and a plug in air freshener. Each day, the room cleaner never cleaned our room properly. The hallway was always filthy and never ever hoovered, always getting dirtier and grottier. We were only given one single soap between three guests for over an entire week. It was extremely important for me to have a clean environment, especially the bathroom as I have large open wounds and at risk of infection. I never in a million years expected to worry about the hotel hygiene, especially having been recommended the hotel by the hospital and having spent quite a considerable amount of money. The soap basin was dirty from repeated use and I left the floor and counter to see if she would clean it, but she never did. Our sheets weren't changed for several days, and I had to lay in a bed with old sheets on open wounds. We were simply too busy trying to deal with my situation to advocate. When I finally had the strength to complain, I was happily met with Lizzie, who had not only exceptional compassion but also was very pro-active in solving our problem. She even went so far as to look at the room planning for all the suites to see which one had the best bathroom configuration, as I'm an ambulatory wheelchair user. She ensured everything she perfect and made sure our room was spotless every day and hygienic. Both herself and Clara remembered all our names and always greeted us with kindness and professionalism. I honestly had strongly considered leaving the hotel for my own safety, but Lizzie's customer service helped change my mind. Unfortunately, in spite of her efforts, they were thwarted by two highly unpleasant encounters with a staff member I have know learned is the general manager, named Elizabeth. On

Amazing staff and hotel. The kickback dinner was really good for buffet food. I'm excited to try the breakfast next time, it smelled and looked amazing. If you show up after dinner, I suggest ordering pizza and avoiding the Applebee's next door though. The hotel and spa was clean and well stocked on towels, even had a complimentary water station right outside of it. The hotel and staff seem to really go above and beyond.

We have stayed here numerous times. The hotel is undergoing a renovation, which we were aware of when making the reservation. They removed all of the bathtubs (with shower curtains) and replaced them with a walk-in shower enclosure (with a curved glass door). This was great, but that was ALL that was done to the bathrooms! They did not replace the toilets or sinks, which are outdated because they are VERY low. They replaced the carpet, plus they eliminated the bi-fold closet doors. That was it for the rooms. The lobby area renovation looks very nice. The staff here has always been very friendly and helpful. The manager on duty greets guests in the dining area during breakfast. A big advantage of this hotel is the attached multi-level covered parking garage.