TownePlace Suites St. Louis Edwardsville, IL

The Hotel is good and beds are comfortable. however the customer service this time around was horrible. Philip the manager who checked us in definitely needs some training. he doesn't know how to talk to the guest. very rude and felt very unwelcome. We even observed him shouting at one of his coworker very harshly/loudly in front of all the guest at the lobby. He should have handle it behind the closed door. very unprofessional. We have been coming to Edwardsville for past 2-3 years and stay at the hotel couple of times a year and now with this unpleasant experience we might have to look for other options around the area.

The hotel is in a good location. Beds were comfortable and the room was clean. I didn’t see any evidence of bugs, etc. The only reason my review is 4 stars instead of 5, was because of the hallway deodorizer they were using was overwhelming. I wasn’t sure what smell they were trying to cover up, but for someone with a sensitive nose it was overpowering. Overall, I highly recommend, and I would definitely stay here again!

We checked in on Sunday to visit our daughter that goes to SIUE, this was located very close to campus. We dropped our bags off and spent the day in St. Lewis and arrive back later that evening and played a game with our daughter then about to have her leave and get ready for bed we noticed a bug crawling on the bed. We trapped it and put it on the table to figure out what type of bug it was. We took a lot of pictures and found that it was a cockroach nymph! We then started to look around the room, the bed, bathroom and then found several more in the kitchen. One has trapped itself in a glass and the other were crawling in a hole by the shelf. We packed our things, because we're not sleeping with bugs in our room (#218) I spoke with Carmen at the front desk and she didn't look surprised when I told her we had baby cockroaches in our room. All she said was the hotel is completely booked and she didn't have another room for us. I said I would like a refund and she said the Phillip the manager would be in tomorrow at 3pm and I could call him. All the hotels in the area were booked and we had to drive to Alton for another room. I sent an email to Phillip and didn't hear anything back until almost 7pm and by email he was only going to give me a 30% discount. I then called and spoke with Phillip, ask why I couldn't have my full refund and he said because we checked out after midnight that we stayed and he spoke with the bug guy and his house keeping service and they said oh, it's not an infestation. I'm sorry, but it shouldn't matter when we discovered the roach, just that this hotel has them and are unwilling to give you a refund because they need to still make some money. This is not good business! I have also started a claim with Marriott to investigate so that I can receive my full refund, but I have to wait 72 hours. I will include the pictures we took, beware of this hotel!

The stay was amazing, from the staff to the facilities it was an all around great stay!

Great stay other than the TV signal didn’t work and when desk staff was notified there was no attention.

Close to where the weddingcwas