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“Getting more disappointed all the time”

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Renaissance St. Louis Airport Hotel
Ranked #5 of 12 Hotels in Berkeley
Peoria il
Level Contributor
31 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“Getting more disappointed all the time”
Reviewed September 4, 2013

We have stayed at this hotel many times. Each time we stay we get more and more disappointed with the service and lack of care by the staff. The shuttle this last time was a JOKE. Landed at the Airport and an hour and a half later we arrive at the hotel. NEVER before has this happened.But... seems to be the wave of things that keep happening from this hotel. The driver insisted we leave our bags right outside the door of the shuttle van, which was a safety hazard for passengers trying to get on the van. But, he insisted that for "safety" reasons he had to pick up the luggage himself. Where was he when I hauled them around the hotel in Orlando FL through the airport and the to the shuttle itself???? He was in much worse shape!!! He took FOREVER. We were trying to beat the clock in order to do a little shopping at St. Charles which usually would not be an issue. We are usually promptly picked up and our luggage is usually promptly loaded and unloaded within 30 min. We arrived at the Renaissance Hotel and he again would NOT let anyone off - He was going to unload the bus himself - we were being held hostage!!!! Ok I am all about getting help and I will gladly tip you BUT this was unbelievable, for a 30min. job to take 1-1/2 hrs. I finally grabbed my bag - we were in a hurry and I had lost my patience at this point. I was yelled at to make matters worse. You could get hurt ......... I thought the man was going to have a coronary loading and unloading the bags if any one was going to get hurt it was him. Any way the last time we stayed at this hotel, we did not get our towels. Like I said we have used this hotel many times and rode this shuttle many times. We are getting VERY upset with the service that continues at the Renaissance!! It was always the only one we would consider - we will be looking into other hotels next trip!!!

Room Tip: You can request a room to watch planes - kinda cool if you like that kinda thing
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  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Long1959
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenaissanceSTLouisAp, General Manager at Renaissance St. Louis Airport Hotel, responded to this review, September 6, 2013
Dear Valued Guest,

Thank you for your recent review on this site. I never like to hear that we are irritating our guests. Yes, we like to provide a service, but if a guest wishes to provide their own service we should allow it. I will re-iterate this with our team members. I am disappointed to read that you are considering other hotels. I sincerely hope you will give us another chance.

Sincerely,
Michael Sanders
General Manager
Renaissance St. Louis Airport Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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740 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (155)
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English first
Lincoln, Nebraska
Level Contributor
67 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed September 3, 2013

The hotel has been recently remodeled and the lobby and restaurant are very attractive. All of the staff are extremely nice and helpful. However, we had a problem with the shuttle - they took us to a nearby restaurant and said it would be no problem to pick us up - but after we called 40 min. went by and no shuttle and we had to be back. They told us the airport pickups were their priority - not us. If they had told us that at the beginning we could have made other arrangements. We ended up getting a ride back from some very nice total strangers that lived in the area.

  • Stayed August 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Anne B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenaissanceSTLouisAp, General Manager at Renaissance St. Louis Airport Hotel, responded to this review, September 6, 2013
Dear Valued Guest,

Thank you for your recent review on this site. I am sorry for the shuttle service that you experienced. This feedback has been shared with the shuttle team members. While this is not our customary service, I realize we failed to deliver and will focus efforts to improve. Again, thank you for sharing and we hope you will visit us again.

Sincerely,
Michael Sanders
General Manager
Renaissance St. Louis Airport Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
NYC
Level Contributor
6 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed September 3, 2013

Looked forward to staying at the Renaissance St. Louis Airport Hotel. Room wasn't clean (refreshed) one day and reported it....this was at 4:00 p.m. Three hours later no response. Called front desk. One towel, one washcloth was sent up with no apology. Lobby has a nice look and very friendly staff when entering and leaving hotel. Will give it another shot!

  • Stayed September 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank TwoshoesWO
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenaissanceSTLouisAp, General Manager at Renaissance St. Louis Airport Hotel, responded to this review, September 6, 2013
Dear Valued Guest,

Thank you for your recent review on this site. I apologize for the lack of service we provided in cleaning your room and delivering fresh towels. I have shared this with our Housekeeping Manager in order to improve. I appreciate you giving us another shot and look forward to your return.

Sincerely,
Michael Sanders
General Manager
Renaissance St. Louis Airport Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lewisville, Texas
Level Contributor
27 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed September 3, 2013

I stayed here for 4 nights in July while in business. The lobby is updated and modern. The bedrooms are not updated like the lobby, bar and restaurant. The room was clean but had hated wallpaper in the bathroom. The shower tiles/grout need to be scrubbed and bleached.

The service was very good with very friendly valet service. The breakfast buffet was good with a good variety. The dining and concierge services were also very friendly.

The hotel is very convenient to the airport and car rental locations.

  • Stayed July 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Samantha R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenaissanceSTLouisAp, General Manager at Renaissance St. Louis Airport Hotel, responded to this review, September 6, 2013
Dear Valued Guest,

Thank you for your recent review on this site. I am glad you enjoyed the hotel and your feedback on the room is appreciated. We will start remodeling our rooms in November and give them an updated look. I hope you will be able to come back and enjoy the renovated rooms.

Sincerely,
Michael Sanders
General Manager
Renaissance St. Louis Airport Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago
Level Contributor
100 reviews
95 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed August 31, 2013

I really enjoyed this hotel. My room was huge and at the end of the hall (646 maybe???) which made it quiet. The lobby looked newly remodeled and I loved the layout of it. There are so many nooks and crannies to meet with colleagues and have a drink. It was a 2 minute drive to it from the airport and the shuttle is continuous and free. I ordered room service twice and both times it was excellent (eggs benedict) and the servers who delivered it were so amazingly friendly. I don't have the receipts handy or I'd call them out by name. Just great. Two small drawbacks....not too much within walking distance of the hotel to vary your food options (unless you like fast food there is literally every chain except McD's within a mile of the hotel) and the elevators don't indicate if they are going up or down so you are bound to go in a direction you don't intend but this is minor. You just need to get used to it. :) I really liked this hotel a lot and would stay again if ever in STL again.

Room Tip: The last two rooms on each side of the hall are quiet and large. I think I stayed in 646 and it was...
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  • Stayed August 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SusanilaChicago
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenaissanceSTLouisAp, General Manager at Renaissance St. Louis Airport Hotel, responded to this review, September 6, 2013
Dear Valued Guest,

Thank you for your recent review on this site. I am glad you enjoyed the hotel. The eggs benedict is a great dish. Good feedback on the elevators. We are about to start a modernization on the elevators and will correct the directional issue. We are looking forward to your next stay with us.

Sincerely,
Michael Sanders
General Manager
Renaissance St. Louis Airport Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Greenville, North Carolina
Level Contributor
261 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
Reviewed August 27, 2013

Seems to be an above average hotel. Attractive lobby, helpful staff, clean rooms with flat screen tv, fluffy beds (pillows not so much), nice furniture. They have a 24 hour airport shuttle. The only complaint that I have is that there seems to be some "hanging out" at the front door - whether the people were guests or visiting the staff, it was loud, vulgar and uncomfortable. Because of my short stay, I did not eat at the hotel.

  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Trixter2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenaissanceSTLouisAp, General Manager at Renaissance St. Louis Airport Hotel, responded to this review, September 6, 2013
Dear Valued Guest,

Thank you for your recent review on this site. I appreciate your feedback and will ask the team members to control the entry area better. I agree that it is not pleasant when you have to enter through uncomfortable gatherings. We hope to see you back in the future!

Sincerely,
Michael Sanders
General Manager
Renaissance St. Louis Airport Hotel
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
springfield,mo
Level Contributor
36 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed August 15, 2013

ok so I am staying here with my son and his wife as he attends the national harmonica convention. he goes to the convention we go to the zoo,grants farm, science center. I am writing this review to help others. I looked for this info before i came and couldn't find it so here it is.
First of all no free wifi as stated before. Nice comfortable beds with down or down like comforters. Aveda shampoo,conditioner, moisturizer, and soap (rosemary min)t.Great products. Not so hot the blow dryer if you have thick hair but it works. Its a conair, weaker version. So lets talk food. The restaurant here is just to expensive for me. But across the street is Dennys 24/7.for those who don't like breakfast they have a 3 great salads and the buffalo wings are a favorite of mine.Also hamburgers and philly steak sandwich.
Also out the parking lot a walk away is waffle house. within 2 blocks there is ralleys hamburgers, churchs chicken, dominoes,a pankcake house and if your willing to drive a few miles to the galleria mall there is a cheesecake factory. the rooms are nice. But if I had not got the discounted price would have never payed over 90 bucks for a room. The room service great, Coffee maker in room great with real half and half creamers.splenda,sweet and low and equal. $10.00 a day parking ouch! but i can see why.Great to watch out the window and see planes take off. The pool is nice indoor and out. Thats the ins and outs, hope this helps someone.

Room Tip: didnt hear any noise floor 3
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  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank marianneparson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
RenaissanceSTLouisAp, General Manager at Renaissance St. Louis Airport Hotel, responded to this review, September 6, 2013
Dear Valued Guest,

Thank you for your recent review on this site. I appreciate your detailed review and am happy you enjoyed the visit. We enjoyed having the harmonica group in the hotel and cannot wait until they come back next year. Hopefully you will be able to come back then, too.

Sincerely,
Michael Sanders
General Manager
Renaissance St. Louis Airport Hotel
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 Renaissance St. Louis Airport Hotel

Property: Renaissance St. Louis Airport Hotel
Address: 9801 Natural Bridge Rd, Berkeley, Saint Louis, MO 63134-3307
Phone Number:
Location: United States > Missouri > Saint Louis > Berkeley
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Business Hotel in Berkeley
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Renaissance St. Louis Airport Hotel 3.5*
Number of rooms: 374
Official Description (provided by the hotel):
The Renaissance stands out among airport hotels in St. Louis as the only AAA Four Diamond property. Just minutes from the STL Airport via our complimentary shuttle, this unique hotel in St. Louis redefines upscale accommodations with luxurious amenities and well-appointed facilities. Upon arrival, our esteemed St. Louis hotel welcomes guests with impeccable service and richly remodeled guest rooms. In addition, fine dining, Starbucks lattes, and a commitment to tech-savvy public spaces are all available. ... more   less 
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Also Known As:
Renaissance Saint Louis
Saint Louis Renaissance
Renaissance St. Louis Airport Hotel Saint Louis, MO

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