Homewood Suites by Hilton St Louis - Galleria

Disappointing Stay at Hilton I really wanted to love this hotel, but I am extremely disappointed with our stay. I was visiting St. Louis from California and chose Homewood Suites by Hilton St. Louis - Galleria due to its convenience and the positive reviews. I specifically booked the "1 King Bed Studio Suite Nonsmoking" because it showed a photo of a walk-in shower (see website), something that was important to me. I called ahead to confirm that the room I selected (RM 1014) had a walk-in shower and not a bathtub. The floor manager, Cat, assured me that she would check but never followed up. Upon landing the next day, I had to call multiple times (she sent housekeeping to confirm) before she confirmed that my room indeed had a walk-in shower. However, upon arrival, after waiting for 20 minutes for her to check on the room, Cat informed us that there was a smell in the room and that she wasn't comfortable placing me in it. I appreciated the consideration, but when she reassigned us to another room, it ended up being one with a bathtub, completely contrary to what I had explicitly requested and confirmed multiple times. By the time I realized this, there was no manager available, and I had to call multiple times the next morning to see if another room had opened up. I even called the Hilton Honors escalation team, the same night, but they couldn't do anything since only the on-site manager could make changes. Unfortunately, there were no other rooms available as the hotel was fully booked all weekend. Despite my clear request and confirmation, Cat insisted I had agreed to the change without understanding the type of room I needed. To make things worse, the room we were placed in was on the highway side, and it was noisy due to traffic from the highway and the nearby railroad. On top of that, the AC was noisy, the water pressure in the shower was terrible, and housekeeping didn't bother to refill the complimentary shower gel. The customer service was poor, and all they offered where points for the "inconvenience," which does little to make up for not getting the room I needed or the overall unsatisfactory stay. I'm extremely disappointed with my experience. I chose Hilton because I expected better service especially as a Hilton Honors member, but this stay fell well below expectations. Hilton needs to do better at making things right while guests are on the property, not just offer points after the fact.

Hope you like cold showers This hotel is abysmally out of date. A room with a view... of the freeway, and all the attendant noise at all hours of the day and night. "Fortunately" drowned out somewhat by the aging, clanky window A/C units. You have to crank the shower as hot as it will go and let it run for 5+ minutes before it is warm enough to get in--this is just inexcusable. Then to add insult to injury, there's no water pressure. I got absolutely no acknowledgement or thanks for being an Honors gold member which makes me wonder why I bother with this chain. The only reason I'm rating this a 2 instead of 1 is the hotel was very clean, including the breakfast buffet area which is not always an easy task.

Great Customer Service from Shenekia, spacious rooms, good location I only stayed 2 nights and the room was quite comfy and spacious. I received stellar customer service from Shenekia at the front desk when I forgot an item in the room after checkout. She went above and beyond to return the item to me and I can’t praise her dedication enough. I would stay here again next time I come to St. Louis. It’s close to the zoo and science museum, and there is a CVS down the street for any last minute travel needs.

Mixed review on stay Very low water pressure in room, just a trickle No service to room with a 3 night stay Breakfast ok, not great Staff nice Parking good where no charge Location good Stained carpet by elevator Room had been updated Overpriced for service provided

Worst service and atritude from the staff The service was the worst, we needed today some towels since we only had one clean for the four of us (me, my husband and my two kids (6-4yrs)). I called front desk to get some towels and never sent anyone. Then I was going down for breakfast (8:40am, it ends at 9am) and found the housekeeper on my way and asked her nicely if she could send my husband the towels to the room; her response was that she starts working at 9am and that I could get those on the front desk. We ended up using ONE towel for the four of us. Everyone seems angry here, the rooms are not clean, the bathroom in the lobby dirty. Breakfast is not really good, yesterday there were no plates, and no one really wants to help you!! I am really mad, next time I rather rent an airbnb, where I can help my self, and solve everything