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“Worst customer service ever!” 1 of 5 stars
Review of Holiday Inn Express St. Louis

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Holiday Inn Express St. Louis
2.5 of 5 Hotel   |   2625 Lafayette Avenue, Saint Louis, MO 63104 (Lafayette Square)   |  
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Ranked #70 of 124 hotels in Saint Louis
Misawa, Japan
1 review
“Worst customer service ever!”
1 of 5 stars Reviewed July 29, 2012

We stayed here one night, after flying all day from Great Britain. Having lived in England, we know about bad customer service. But after we checked out after our one-night stay, the staff went ahead and checked my parents out, too (although they had a confirmed booking). And when I thought I had left something quite valuable behind in my room (my engagement ring) I called and left voice mail messages FOR THREE DAYS and never received a response from the manager about whether it had been found. The desk staff were not able to tell me whether the ring had been located, and were not capable of ringing me through to the manager's voice mail. One desk clerk did not know the manager's extension number, and told me she was not able to give me the manager's email address. I would never recommend that anyone stay here. I like to support businesses trying to make it in a scrappy neighborhood, but this one is not trying at all. It's a terrible hotel.

Room Tip: Go somewhere else entirely!
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  • Stayed July 2012, traveled with family
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express St. Louis, responded to this review, August 12, 2012
Dear Strovis,

We appreciate that you took the time to review our hotel. I am very sorry for the unacceptable service you received. We’d like to obtain some additional detail regarding your experience so we have sent you a private message. I look forward to hearing from you and being of further assistance.
Once again many thanks for your feedback.

Sincerely,

Zelyn N
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

92 people have reviewed this hotel

Traveler rating
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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (14)
Date | Rating
  • English first
  • Portuguese first
  • Any
English first
Evansville, Indiana
Contributor
14 reviews 14 reviews
6 hotel reviews
Reviews in 8 cities Reviews in 8 cities
15 helpful votes 15 helpful votes
3 of 5 stars Reviewed July 15, 2012 via mobile

Pretty average for a Holiday Inn. Rooms were clean. But the first room we stayed in had a broken hair dryer and then we discovered after a day that the door was not locking. Moved us into a second room with a very noisy air conditioner that rattled. Was happy to leave after 2 nights. I've stayed here before and had a better experience.

  • Stayed July 2012
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Contributor
30 reviews 30 reviews
9 hotel reviews
Reviews in 15 cities Reviews in 15 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed July 9, 2012

The staff was very helpful and the room was very quiet. This hotel is near Lafayette Square and near the interstate. It was very convenient to everything.

  • Stayed July 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chandler, AZ
Top Contributor
93 reviews 93 reviews
40 hotel reviews
Reviews in 52 cities Reviews in 52 cities
38 helpful votes 38 helpful votes
2 of 5 stars Reviewed May 25, 2012

This did not meet our expectations for Holiday Express. It is a bit weary. The quirky room was clean and presentable and food was good. However Internet access was less than marginal on the second floor and the problem was not my computer - since everything worked in the lobby. Other annoying rooms quirks were blinking telephone message light for two days, defective lamp, conduit hanging outside the window and non-working second floor ice machine.

The hotel location is great for downtown access and the old-town surrounding buildings are interesting to see.

Room Tip: Stay on the third floor but plan to access the Internet from the lobby.
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  • Stayed May 2012, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Guest Relations Manager at Holiday Inn Express St. Louis, responded to this review, July 4, 2012
Dear dalichandler,

Thank you for writing a review about your recent stay with us. We are pleased you liked your breakfast and found your room clean and comfortable. We apologize for the inconvenience you have experienced regarding the room amenities and hotel facility. I truly value the comments as this gives us the opportunity of improving what we can offer to improve your stay. We will address these points and I hope when you return you will see the improvements made.

Thank you again for your review.

Sincerely,

Zelyn N.
Case Manager
IHG Care
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mount Horeb, Wisconsin
Senior Contributor
43 reviews 43 reviews
13 hotel reviews
Reviews in 31 cities Reviews in 31 cities
26 helpful votes 26 helpful votes
3 of 5 stars Reviewed May 8, 2012 via mobile

I asked for a holiday inn express because I am a priority club member and wanted a hotel close to my business location. It is not a great location for anything else. Hotel is older with some new finishes. The shower handle was loose from the wall. Okay rooms and clean. I would not stay again or recommend it, but it worked for one night.

Stayed May 2012, traveled on business
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express St. Louis, responded to this review, June 19, 2012
Dear Fordmouse,

Thank you for staying with us and leaving such a detailed review. I am deeply sorry you found our hotel less than satisfactory. The feedback we receive from our valued guests, like you, enables us to target problem areas, We welcome any opportunity to improve.

Katie J
Case Manager
IHGCare
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Kansas City
2 reviews
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed May 2, 2012

TERRIBLE EXPERIENCE!! I normally do not write bad reviews but I would NEVER recommend this hotel and will NEVER stay with them again. Management is rude and unprofessional. They have terrible customer service and do not honor their deals. Do not waste your time/money/efforts here, there are plenty of other nice hotels in STL where you can get good service.

Stayed April 2012, traveled as a couple
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express St. Louis, responded to this review, June 13, 2012
Dear KDHADH,

Thank you for your review regarding your recent stay. It is regrettable you were not satisfied with the service you received. I would like to address this with you further. I have sent you a private message to obtain more information about your stay. I look forward to hearing from you and being of further assistance.

Sincerely,

Ben J
Case Manager
IHG Care
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
burnsville
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed March 23, 2012

check in was fine, When i went to check out had a few complains and i was letting the Indian speaking lady know , she dismissed everything i said and had the attitude of if you don't like it don't stay here. She didn't care. The rooms where over priced, if i wanted to pay what i payed i would have stayed in the city at a nicer hotel, the rooms where just standards rooms nothing special. The 3rd flood is hot and smells nasty. The Pool looks like it is under construction. One more thing the location on this place is bad, my buddy that lives here said i was lucky no one broke into my car. I will never stay here again due to the prices, location and poor staff. I will stay in the city where the location is better and prices are the same but nicer hotels

Room Tip: Dont stay here.
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  • Stayed February 2012, traveled on business
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express St. Louis, responded to this review, April 30, 2012
Dear s w,

I am deeply sorry you did not enjoy your stay with us. Your comments and feedback are very valuable as they help us determine what areas need improvement.

Katie J
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Holiday Inn Express St. Louis

Address: 2625 Lafayette Avenue, Saint Louis, MO 63104
Phone Number:
Location: United States > Missouri > Saint Louis > Lafayette Square
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Swimming Pool Wheelchair access
Hotel Style:
#70 Casino Hotel in Saint Louis
#70 Spa Hotel in Saint Louis
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Holiday Inn Express St. Louis 2.5*
Official Description (provided by the hotel):
Our Holiday Inn Express Hotel is conveniently located at the doorstep of downtown St. Louis, approximately 3 miles, located off Highway 44 West. The entire hotel has just underwent a complete renovation of all 63 guest rooms, meeting room, breakfast room, lobby, and swimming pool . The St. Louis area is home to many exciting entertainment, cultural, and shopping attractions. The Downtown St. Louis Holiday Inn Express, mere minutes from the Gateway Arch, is situated amid the finest in the area. Downtown's favorites such as Union Station, Cathedral Basilica, Gateway Arch, Gateway Riverboat Cruises, Busch Stadium, Scott Trade Center, Edward D. Jones Dome, Fox Theatre, the President's Casino, and Laclede's Landing are 3 miles from our property. The hotel is also five miles from the St. Louis Zoo, Grants Farm, Anheuser Busch Brewery, and 20 miles from Six Flags. ... more   less 
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Also Known As:
Holiday Inn Express St. Louis Hotel Saint Louis
Holiday Inn St Louis
Holiday Inn Saint Louis
Saint Louis Holiday Inn

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