Residence Inn St. Louis O'Fallon

Staff Friendliness: Multiple reviews highlighted consistently warm, efficient, and attentive service, with employees praised for resolving issues and providing support .(based on 1 review)

Review of Residence Inn – O’Fallon, Missouri I am not typically inclined to leave public reviews. However, after nearly 15 years of consistent loyalty to the Marriott brand—enjoying both Titanium Elite and Ambassador Elite status—I find it necessary to share my recent and deeply disappointing experience at the Residence Inn in O’Fallon, Missouri. I chose this property for a long-term stay, trusting in the standards and service that have long defined Marriott's reputation. Unfortunately, that trust was not only misplaced during this stay—it was met with an unacceptable level of negligence and indifference. The issues began with a malfunctioning refrigerator in my room, which caused both my prescription medications and dinner to freeze. These medications are essential and require temperature control; freezing rendered them useless, with their containers visibly covered in ice. Compounding the issue, I discovered there was no phone in the room to contact the front desk, a serious safety concern, particularly in an emergency. I reported the situation immediately on March 27, and asked the front desk representative to document the damage with photos and explained the importance of the medications involved. At that time, I remained confident in Marriott's ability to address the situation appropriately and expediently. Regrettably, that did not occur. Despite multiple in-person follow-ups, no one at the property could provide a meaningful update. I was consistently told that “a note had been left” and that someone would follow up—yet no one did. Out of frustration, I contacted Marriott’s corporate care center. This prompted a call from the housekeeping manager, who—despite my having explained the situation several times before—asked for the cost of the destroyed medication. I provided documentation from my phone, showing I receive these prescriptions regularly and could not be reimbursed by insurance. On April 7, I finally received an email response, presumably from the general manager and the housekeeping manager. It offered no acknowledgment of the inconvenience, no consideration for my health and no mention of how they would rectify the refrigerator or room phone issues. Instead, it simply stated that the matter “was with their corporate office “and that corporate required further information. I found this both frustrating and dismissive—especially considering I had already provided comprehensive details, including visual proof and receipts. Sure if any of this violates HIPAA laws am I right to privacy. Not once during this ordeal did anyone express concern for my health or ask if there was anything they could do to accommodate me in light of the circumstances. There was no offer to replace the phone, fix the refrigerator, or even move me to a better-maintained room. The lack of empathy has been both shocking and disheartening. Adding to my concerns, the property itself is in poor condition. From the day I arrived, the parking lot has been littered w

The staff was so friendly and helpful.