Hilton Garden Inn St. Louis Airport

Does not live up to brand name The reviews written last month were all correct. Used the park n fly option. Checked in night before flight. Heavy marijuana smell in room. Beds were not comfortable and worn. Stayed here again because our flight came back late a few weeks later so it is a Different room. Towel had holes, musty smell. Tv stand was chipped. Both nights furniture was well worn & chipped. I expect more from Hilton brand & a Garden Inn.

Try another STL hotel before this HGI! AVOID! I'm a Hilton Diamond member, so obviously spend time in many Hiltons across the US and I am loyal to the brand. I usually love my experiences at Hilton Garden Inns, but not this one! Hilton Garden Inns are typically a favorite because they are clean, have a decent restaurant/bar, quiet and well-appointed rooms. Personnel are always welcoming. NOT this one! I selected the HGI STL because of the complimentary shuttle to and from STL airport and good experiences with HGI elsewhere (NJ and OH) twice in the past 3 weeks. We were in St Louis for a quick trip for an evening event and were flying out the following morning. We called for the hotel shuttle (as directed) as we left baggage claim and was told it would arrive in 7-10 minutes (I called again at 25 mins and again at 40 mins, as a reminder!). Shuttle driver finally arrived, but did not assist me with luggage; the ride was hot, bumpy and I wish I had taken Uber instead! I attempted to check in at front desk at 2pm, but my room (a complimentary upgrade to a suite supposedly!) was not ready. That's ok--check in time was not till 4pm, but I was hopeful they could accommodate or change rooms to an available one. Instead, we asked for some area restaurant recommendations and desk clerk asked, "Do you have a smartphone--you could just look up restaurants nearby!" She was unhelpful, unfriendly and I experienced a much different Hilton check-in experience than I am used to! The woman did not welcome me as a Diamond member, offer bottled water or attempt to locate an alternate room (I suggested this). The lobby and elevator area had unpleasant spills/stains covered by orange cones (these were still there at 9pm when we returned to the hotel and still there when we left the hotel at 5:30am!!). The lobby area smelled of marijuana. My room was still not ready at 4pm, but we had to leave for our evening event in less than an hour. I requested a different room from a second clerk and he was much more friendly and after searching the computer for quite some time, offered me a first floor room. Upon entering, the room was dim and thermostat read 75 degrees (on a 90 degree muggy day). I set the thermostat down to 68 to get ready to leave for the evening, hoping it would cool off while I was gone. All furniture and furnishings were very "tired" looking and the room had an unpleasant musty odor. I left within 15 minutes to get to my event, so did not have time to peruse the room more closely. Upon return to the hotel around 9pm, I reset thermostat to try to cool off the room more and took a shower in a moldy tiled tub where the faucet was coming off the wall. The mirrors were filthy, the air vents had thick gray dust and all surfaces felt sticky throughout the room. Privacy curtains were torn on both ends and hanging from the rods (my room looked directly out on a patio where other guests were sitting, talking and smoking). Pillows were not Hilton quality and I had a very poor night's rest. Electrical outlets in the lamps on either side of the bed were "loose" and CPAP machine and phone would not stay charged because they kept falling out. I was unable to use my CPAP machine, needed for a healthy night's sleep. The refrigerator stank, and I'm not sure the last time the microwave was wiped out and everything from bathroom sink and coffee table, tv stands had a tacky feel. Ugh. I was not asked upon checkout how my stay was, I had to request a printed receipt, which the clerk declined (because she said she was using the computer for other purposes). The shuttle driver (a different driver than the first day) was unfriendly, did not assist with luggage in or out of shuttle and kept loud music blaring over the loudspeaker. It was a bumpy and unpleasant ride--again, but left the hotel at the appointed time. He actually stood in the doorway to the van, blocking the doorway to leave the shuttle as I did my best to lug a heavy suitcase down its steps. I am usually a generous tipper, but not this time! I will not be returning to this property on future trips to STL. Please do NOT stay in this Hilton Garden Inn--it does not hold up to the Hilton quality I have come to expect from the Hilton properties, nor did the service personnel perform to excellence, as usual. I was very disappointed and noting how unhelpful desk staff was at all interactions, there was little reason to report the issues. It was a less-than-24-hour very unpleasant stay!

Bizarre and Disturbing. I would avoid. Long story short, we were exhausted from driving and pulled in around 11:30PM. The halls smelled heavily of marijuana. I was given multiple rooms that were already occupied and walked in on other patrons. When I went back to the front desk they said the rooms were not assigned to anyone. I told them they had people in these rooms and one worker told her the rooms she gave us she should have avoided. It’s like the staff was occupying rooms with patrons not authorized to stay there. I was trying to be patient but after the 3rd attempt on going to a room and discovering it wasn’t vacant, I was concerned. We finally got a room that was vacant but it felt unclean. We locked the door tight and got out as soon as we were rested enough to drive. Told the front desk supervisor who was made aware of our situation and authorized hotels.com to refund our money. I’ve been to many Hilton’s and have never had such a bizarre and disturbing experience. I know places are short staffed, but it is a huge liability and safety concern for patrons if there is drug use and the staff is assigning rooms to patrons not authorized to stay in the establishment. This is a Hilton not a rent by the hour motel. I emailed the GM. Hopefully they get this figured out.

Great Hotel. We always use this hotel when flying out of St. Louis. The sleep and park is quite reasonably priced and the shuttle drivers are always cheerful and helpful, even at 4:00 AM. Our room was well-maintained and very clean. The bed was wonderful and we both had great night's sleep. The front desk staff was so helpful and very nice...even at 4:00 AM. We will be staying here again!

Not Safe to leave your Car Go somewhere else safer. Car was broken into after week stay here. Not safe to leave your car. Had to drive home 2-1/2 hours with three kids and no window. Management was of little help and little information. They will try to make you sign waiver for car. Do not sign it.