I had previously stayed at the Aloft for my birthday January 2012 and had a great time with my friends. There were several of us that met up in my hotel room to have drinks before our night out on the town. We also came back to the hotel afterwards to hang out for a bit before those who weren't staying there left for the night, no problem.
Unfortunately this weekend was a completely different story. It was the Midwest Brewhaha Roller Derby tournament this weekend and so there were a few hundred derby members, friends and relatives from leagues around the midwest staying at Hilton, Hyatt and Aloft. Our first night in the hotel, we were asked to leave the 24 hr pool area because some people decided to bring in drinks. They didn't ask those who had the drinks to leave, they made everyone go. Some of us were staying on the 2nd floor and some on the 3rd. Those of us who still wanted to hang out came to my room as we don't really ever get to see each other since we all live in different states. We were not up there more then 15-20 min after being asked to leave the pool when security comes and says they have a noise complaint. We said we would keep it down, but they insisted that anyone whos name wasn't on the room had to leave. I asked why we weren't being given a warning and rectify the noise level, they said a second complaint & we get kicked out of the hotel so they were trying to be pro-active by having everyone leave. They said no one could be in the room unless their name was on the reservation. I asked to see that policy. They brough up the night front desk person, who told me there isn't a policy but that they have to take action on the noice complaint (which I was told our door was being open/closed). I informed her no one had gone in or out since we had come up & the only door being used was the sliding bathroom door which does close with a loud if slid too hard. She said it wasn't the noise. I was very upset that we were not even being given a 2nd chance and instead she turned it into a huge scene with 2 security personnel. They then waited outside our room to make sure everyone left. I live in STL and don't get to see my close friends often, so 2 of them stayed behind. They lingered outside my room listening at the door and heard them talking. They knock on the door again and say they have to leave. I asked again for a policy, the front desk person comes again and says there isn't one but proceeds to come into my hotel room to search it, walking in on my friend in nothing but her bath towel. At that point she left. The next day I spoke with the manager and expressed my unhappiness with the way the situation was handled and I felt we were being targeted because of what happened in the pool. She told me that they should not have been lingering outside my door nor come in to search my room, but they have a policy of 4 people to a room. I advised her the number of bridal parties, etc going on that night and seeing numerous people coming and going from other rooms. She had no response. I told her I would take responsibility for any noise, and that I would make sure there were no further problems our last night there. Sunday night we didn't even bother to go to the pool and instead, me and 3 of my friends ordered pizza and chatted in my room. 2 of my friends are smokers and went out to smoke, leaving just myself and one of my friends. About 5 minutes after they left, there was a knock on my door. I said to my friend, you have got to be kidding me. He looked through the peephole & sure enough, it was the front desk clerk from the night before. She told me that she received another noise complaint & could hear loud talking down the hall as she was walking to my room. I told her to her face she was lying and harassing us, as there were only 2 people currently in the room & even when my other friends were there, all we were doing was eating pizza. She said that she could hear us. I told her I had spoken with the manager earlier that day and assured her there would be no issues, hence, we skipped the pool & there were only 4 of us there, as she said was the allowed number. She got a nasty look on her face and said that she knew I went and spoke with the manager. I told her I was going to do the same in the morning. I closed the door and she left, so I thought. My other 2 friends returned and I asked them to go in the room and have a conversation at level louder then what we had been having. I then went to the end of the hall to see how loud it was. As I did this, she came back around the corner and then told me I was not allowed to walk in the hallways!! I advised her as to what I was doing and that she was a liar. We were directly outside my door and I asked her what she heard. Again she said I could not be in the hallway. I had her walk with me downstairs and get the manager's card. I also re-itnerated that I felt she was harassing us. The next day, before speaking with the manager, I turned the volume up on our TV to level 45. In the room, it was quite loud & even somewhat difficult to hear each other. I went to the hall to see what could be heard. At the end of the hall, I could not hear anything, as I approached it was very faint. You couldn't really hear much until you got to the door of the room next to us and even then it was not even nearly as loud as it was directly in the room. I went and spoke with the manager and advised her of the situation. She just stared at me blankly & said she doesn't know why she would lie. I told her that she was welcomed to come with me back to the room to check out my noise level test. Again she told me she didn't know why the desk clerk would lie. Well, neither did I, but people do. I am not sure if it was because most of us were tattooed and appeared younger(?). But although we are tattooed and part of the derby culture, we are also professionals. I am a Surgical Technologist with a large hospital back in STL, my friends consisted of bankers, photographers, medical sales reps and lawyers. It's 2013, people should not be judged on appearance, but I feel this is what happened. I will be contacting the GM because this is ludicrous. The other derby leagues that stayed at Hyatt and Hilton had absolutely no issues at all, even though they were partying in the lobby, etc..
Also, I typically stay at Hilton or Courtyard By Marriott when I come home and have friends over and never had any problems. In the future, I will make sure that I do not book a room at Aloft and neither will my friends.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 10, 2013
We are sorry that you experience with us ended in this type of feeling. We can appreciate the fact that you felt harrassed by the staff and in no way is that ever our intention.
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We are responsible for providing a great experience for all of our guests and must attempt to provide each person, regardless of the nature of their visit with us a place to rest their head. It is our policy and responsibility to treat each noise complaint, regardless of significance the same way each and every time to try to accomodate each and every guest. All we can do in situations like yours is to respond to them and try to work the situation out. Our hopes is that the party that has the complaint against them is responsible and courteaous enought to understand that while they may not feel there is an issue, there is another person that feels differently. Most times the problem remedies itself through rationalization and courtesy, however other times mulitple warnings and evictions are necessary.
Again, we apologize that you feel as though you were harrassed by the staff, however, we do have an obligation to the rest of our guests to remedy any and all issues during their stay.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.