HoteLumiere at the Arch

Home visit bad experience So disappointed in what use to be a fun place. It started with no valet and went downhill after that. I get it being holiday weekend but short staffed and bad customer service doesn’t go well together. No extra pillows or comforters. No house person to bring anything. I hate this because I’m from here.

Beware!! Do Not Stay Here!! We should have known something was wrong when we stepped into the hotel lobby. There wasn't anyone around except the two desk clerks "checking in" guests. The walkway to the elevator was dark, and you couldn't see the upper floors of the hotel. Only 1 elevator was working. The 2nd sign was when our key card wouldn't work in the elevator to get to our floor. The housekeeping staff scanned their key card so we could go up. Once we entered the room, the room was extremely cold. The thermostat was set at 50 degrees in November. The room was tidy but unclean. The bathroom floor was sticky. The faucet in the bathtub was dripping and it was clean. And to top it off, there wasn't any toilet paper in the bathroom. Just a roll of paper that had about 1/4 left. We couldn't call the front desk to request anything because the telephone was broken. We went down to the front desk and spoke with Don (he was great) and mentioned all of the problems. We told him that we thought going to another hotel would be best. He agreed and said that he had to go speak with the manager. Brittany (the manager) came out with an attitude. We told her what was going on. She said that it wasn't anything she could do. We asked for a refund and that we were going somewhere else. She said that she couldn't because it was outside of the 24-hour cancellation window. We told her that it shouldn't matter. Then we asked to speak to her manager. She said that he wasn't on the property and she wasn't going to disturb him with this. We made sure to get everyone's name and a copy of the receipt for what we paid. We then went to the St. Louis Union Station Hotel and it was great! the room there was cheaper than what we were going to pay at this bad hotel. We called Caesar's to report and then told them that we didn't want to speak to anyone at the hotel because we had such a bad experience already. But they transferred us to Josh (supervisor) and he apologized for the service we received. He looked in the system and it showed that Brittany didn't even offer us another room to make it right. He said that he would refund the entire amount plus the extra $15 for early check-in. If we do not receive our refund, I'll do another post. But please do not stay here. Also, as we were waiting in the lobby, another guest came in and asked if the elevator was still not working. The clerk replied yes. This was an awful experience. The American Hotel & Lodging has a great customer service program that all hotel staff should complete. If you do go to the hotel to stay, please try not to interact with Brittany, she has a nasty personality and shouldn't work with clients in a hospitality setting unless she goes through more training.

Beware Start out by prefacing that this should be 0 stars. 1. The room was very dirty - The bottom of the shower curtain was stained orange 2. The set of elevators closest to the lobby are still not working. - It's been almost two years come on fix it already. 3. The people at the front desk need to learn to be just somewhat friendly to guests. Overall unless you are going to the casino and have a comp stay don't pay to stay here ever until it's remodeled or new owners take over.

Awful Service. This hotel has the worst service I have ever experienced. The basic hotel is good, the rooms ok but the service is just awful. Most of the phones don’t work to call to the front desk. When you do talk with the front desk, they don’t help you with anything. The elevators don’t work which is a mess.

Worst hotel experience I am 61 years old and well traveled and this is the worst hotel I have stayed in. Run down, dingy, smelly. No soap or shampoo in shower. Front desk was not helpful. Please find another place to stay. I should have done some research before I booked this hotel