Embassy Suites by Hilton St. Louis St. Charles

My wife and I always try to stay at Embassy Suites whenever we travel. We live close to the one in St Charles and will occasionally do a get away with friends there or even just stop in for a drink or to get dinner. We are always there for the dance competitions when our granddaughter competes. However the past several visits at the St. Charles location have made us question whether we even want to come back again. I feel the staff is rude and very unwelcoming From the front desk to the restaurant waitress, the service and friendly atmosphere has deteriorated. The only friendly faces we've experiences on our last few visits were Robin and James, the two bartenders who have faithfully served us the past several years. I have personally seen both Robin and James have to handle disgruntled guests who can't get a waitress to serve them food, refill their drinks at the dinner table, or even bring their bill. (And yes this has happened to us as well the last time we got dinner). I seldom see a manager or supervisor in the restaurant or main lobby and the few times I have they are standing around. Shouldn't they be guiding guests as to where to order their food and how the happy hour drink line works, etc. It is confusing if you're new to the hotel and don't know that one section is for those drinking or enjoying the happy hour appetizers and the other side is where you sit to order food. And aren't management and/or supervisors supposed to jump in for a little bit to help out if your waitress or other employee gets stressed and falls behind when guests all have needs at once? I would hope you'd work with the management staff to see they work together for the good of the business. It has sure gone down from even two years ago. It brings a bad vibe to the hotel. Your two bartenders, Robin and James, should be recognized for the great job they do. They are the only reason we will come back. They are the bright spot in your lobby. Always visible, friendly, cheerful, and happy to serve us . I gave the two stars for them!!

Do not recommend. After a flight was cancelled. I booked a room. Once I got there found out there were no rooms. Could get a ride share to get to another hotel. They don’t care. Don’t help. The manager stood there and watched me wait for over an hour for a ride and offered no help. And I am a Hilton owner. Hate to see how they treat those that aren’t. I am still stranded with no help.

Love there free breakfast