We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“Very disappointed with housekeeping staff”

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 11 more sites!
Hilton St. Louis Airport
Ranked #2 of 12 Hotels in Berkeley
GreenLeadersSilver level
New York City, New York
Level Contributor
173 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 103 helpful votes
“Very disappointed with housekeeping staff”
Reviewed January 20, 2011

I recently stayed at this hotel with my fiance, we chose the hotel because he had an early morning flight out of St. Louis and we wanted to be close to the airport. I left an item behind, which was no one's fault but my own. However, I realized I had left the item behind within a few hours of checking out and immediately called the hotel, gave a description of the item, the room number we had stayed in and all of my contact information. It took four days before I was able to actually talk to a person that could help me. I had left messages daily for the housekeeping manager and asked that he please contact me regardless of whether the item was found, he did not. Once I was able to talk with someone, I was told that the item had been found and they would be more than happy to mail it to me, providing I pay the postage, which was no problem. Another 8 days went by with no word from the hotel and nothing in my mailbox. I spent several additional days leaving messages for the housekeeping manager that were not returned and in my frustration called to speak with the guest services manager. It was then I was told that my item had been "misplaced" and they apologized that no one called to let me know sooner. It is very disappointing that a guest in the hotel would be treated with so little regard. And had I not continued to call them and escalate the issue, no one would have contacted me. It makes me very hesitant to want to stay in this hotel again for fear that other items from my room might be "misplaced" during my stay.

  • Stayed January 2011, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank foodographer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MatthewPfeil, Guest Relations Manager at Hilton St. Louis Airport, responded to this review, January 22, 2011
Thank you for leaving us feedback. We appreciate every piece of feedback that we get, good or bad, to help make the St Louis Airport Hilton the best possible experience for every guest, and to improve our service each and every day.
I am pleased that we could come to a resolution in this matter in a timely fashion for you, and that our resolution was met with acceptance, as we all try our very best to make every guest one-hundred percent satisfied.
Please feel free to contact us at any time in the future.
Thank you again for your feedback, and we look forward to hopefully seeing you in the future!
Sincerely,
Matthew R. Pfeil - Guest Services Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

1,264 reviews from our community

Traveler rating
    522
    387
    199
    95
    61
See reviews for
226
215
102
567
Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (174)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Portuguese first
  • Spanish first
  • Any
English first
Columbia, Missouri
Level Contributor
146 reviews
81 hotel reviews
common_n_hotel_reviews_1bd8 202 helpful votes
Reviewed December 29, 2010

We stayed one night after arriving on a late flight, and a second night before an early morning flight. Some of the public areas (notably the elevators and the business center) are quite shabby and should be renovated! The rooms (two on the ninth floor – executive level) were spotless and quite nicely furnished.

The hotel is located about 5 minutes from the airport, and Budget/Avis and Hertz are located right next to the hotel. The hotel shuttle runs every 15 minutes on a fixed schedule, and the shuttle driver was very helpful with luggage.

Check-in was painless with no one else in line. On the second evening, the clerk upon learning we were leaving before (our free) breakfast, offered a couple of drink and an appetizer coupon. An unexpected and nice touch. The bellman was affable and helpful. The bartender and bar waitress were good as well.

We had access to the Executive Lounge, located on the ninth floor. It was quite small, but the evening fare was quite tasty, and nicely presented. The hostess was helpful and quite pleasant.

The room featured a king bed, a couch that made into a bed, a desk/chair and dresser as one unit, and two bedside tables. A large flat panel TV completed the room furnishings. The bathroom was small, but well appointed. The fixtures were a light tanish color but the toilet cover was white; I guess they could not find one that matched.

Ate breakfast at the restaurant and it was simply awful! We missed the free buffet and we guessed (other than the eggs) we were served leftovers of the morning buffet. We had a couple of good drinks in the bar but a rather awful appetizer. All-in-all some good points and some not so good ones.

  • Stayed December 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MortyCanada
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Saint Louis, Missouri
1 review
Reviewed November 14, 2010

I stayed at this hotel last night with my family. It was a great experience. An emplyee by the name of Oscar went out of his way to make sure we were comfortable.

  • Stayed November 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank DawnWallace
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Schaumburg, IL
Level Contributor
36 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 115 helpful votes
Reviewed October 28, 2010

I think the management of this hotel must have read all the negative reviews written about it. You could tell they were trying to improve on guest relations. But this hotel still falls short in that department.

I picked up their free airport shuttle, which is a very nice perk. It runs every 15 minutes, no need to call ahead and schedule. Upon arriving at the hotel, an employee greeted me as I entered and offered me a bottle of water. I arrived after 4 PM and was told that my room was not ready yet (although it seemed everyone else checking in was getting a room). I was offered a free appetizer at the restaurant while I waited, which they estimated would be about 20 minutes. I came back to the front desk about 25 minutes later and waited in line for about 5 minutes before being helped by the same person again. She checked on the room and said it would be another 10 minutes. I asked why everyone else was getting a room but I wasn't, especially since I'm a Hilton Honors Silver member. She checked again and found a clean room for me.

The room I received was on the 2nd floor, which is broken into two hallways that are not connected. My room was in the far section, about 248 and higher. As soon as I stepped foot on the floor, the smell of cigarette smoke was overwhelming. In my room, the smell was just as strong. So I went back to the front desk for a third time. I told them I requested a non-smoking room, and I was told this was. The manager now came over and she seemed to be able to find yet another room for me right away. She said that the floor my last room was on had been smoking and was just changed over a couple weeks ago. She said she would notify housekeeping that there was still a smoke smell in the room. The hotel obviously didn't realize that just taking out some ash trays and changing a room's designation doesn't magically make it a non-smoking room. 50 years of smoke isn't going to come out without removing carpet, repainting, etc.

The rest of my stay was average. The hotel is pricier than it should be, especially compared to some other hotels on the same block. Rooms are more expensive here, parking is $10 per night, internet is $10 per day, there is no free breakfast. Once I was put in a true non-smoking room, there was nothing wrong with it. Comfortable bed, clean bathroom. Although there was nothing special about the room, either. Toll free and calling card calls were free under 60 minutes. Typical hotel basic cable channels were available, plus every ESPN and cable news channel you could think of. I could hear everything from the next door room, from the alarm going off at 3:45 AM (and then five more times after the snooze button was constantly hit) to the toilet flushing to the TV sound.

I did not use the fitness room, but it looked nice. New equipment with personal TVs on many of the treadmills and elipticals. The indoor pool looked pretty standard. The breakfast buffet served in the mornings was standard hotel food. Scrambled eggs, bacon, potatoes, etc. I didn't eat any other meals at the hotel.

Overall, I can't say there's really a reason to stay at this hotel. I've stayed at the Hampton Inn Airport at the other end of the road before and I spent less and had a better stay. The Drury Inn right next door offers free breakfast, free parking, and cheaper rates. I stayed at the Hilton because I had a business conference here and wasn't going to rent a car. But in retrospect I probably would have had a better stay at one of the nearby hotels and walking to the Hilton for the conference.

  • Stayed October 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank KJUW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boston
Level Contributor
196 reviews
163 hotel reviews
common_n_hotel_reviews_1bd8 303 helpful votes
Reviewed October 18, 2010

I stayed one night at the Hilton at St. Louis airport because it was immediately adjacent to the Hertz rental car return and I was able to walk from Hertz to the hotel. I liked my stay though there were a lot of things that went wrong that you'd expect perhaps from a new hotel just getting going, not one that's been around a while. It's not a "perfect" hotel but it's very nice.

The front desk staff were all wonderfully friendly and helpful. The two women at the front desk were in good spirits when I checked in and happily changed my room from the first to second floor, and changed some of my preferences successfully. Another woman the next day was helpful sorting out some travel issues.

The hotel is a maze and it took me some time to get oriented. They gave me a room in the back tower on the side not facing the airport access road, and it was amazingly quiet. The room was well appointed with a nice desk/workstation, large bathroom, and very comfortable bed. The bed was excellent. The bathroom was clean and bright. The tub though was worn and an anchor or something was almost poking through the basin of the tub which meant it was not smooth. Water pressure was good and the water was hot.

Relatively quiet air conditioner/heater which worked well.

Other service was pleasant but mistakes were made too frequently for me to give the hotel a higher rating. I ordered room service: asked them to replace mashed potatoes with fries, and add asparagus a side. They brought fried asparagus. The woman who bright the food to my room apologized and came back with steamed asparagus and fries, so no harm done.

Worse: I called and asked for a 5 AM wake up call and it never came. I had set the alarm clock and my phone alarm as a back-up and am glad I did.

Fitness center is above average and I got a good workout with dumbbells (up to 50 pounds). Business center is very good and there was no charge for internet access or printing.

I had breakfast in the restaurant which opened at 6 AM (a big plus as I had an early flight). Very nice buffet. Service in the restaurant was slow: I think the hostess did not show up for work and they were improvising. Still, the food was excellent and they were friendly and apologetic for the delays.

  • Stayed October 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank fenwayman
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Veneta, Oregon
Level Contributor
25 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed October 18, 2010

I never stayed at a Hilton before and WOW was I NOT impressed! The lobby was nice, at first I felt like I may be a little out of place. Apparently they spent all their time and effort in doing up the lobby and havn't done much in terms of updateing the rooms. It was a clean place but not what I was expecting in a "Hilton". The staff was very friendly, saying "Hi" at every encounter. I coudn't believe they charged for everything under the sun!! $10.00 a night to park in addition to the room fee, internet was $14.95 a day and didn't work. We called 6 times to find out the problem and finally asked for a refund. Drinks/Snacks in the lobby were over $2.00 for little things like candy bars and 12oz drinks. I was looking at things to watch on t.v. under pay per view and the t.v. said to click menu to go back to t.v. channels which I may add were very few (like 10 channels that were fuzzy), when I clicked back to t.v. channels a porn flick came on and charged me $30.00!! I called to cancell and they acted like it was my fault, but I was just following instructions on the t.v. They did have a business center which was FREE to use but the computers/printers were broken....go figure. I'm surprised they didn't charge to breath there...lol. I think you could find a nicer hotel in the area for a much better value. I will not stay here again.

  • Stayed October 2010, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ORMooseTraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
Reviewed October 13, 2010

The service was great - staff was friendly, but I had issues with the wireless internet in the room. I was upgraded to the executive level, but found the room to be the same as the one my colleague was staying in. The lounge was also small and was only open at specific times of the day. The hotel shuttle to the airport was convenient and the breakfast buffet was quite good.

  • Stayed September 2010, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AngelaL4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
Also consider these accommodations in or near Berkeley
0.5 mi away
Marriott St. Louis Airport
2.4 mi away
Hilton Garden Inn St Louis Airport
0.8 mi away
Renaissance St. Louis Airport Hotel
Show Prices
Show Prices
Show Prices
5.6 mi away
DoubleTree by Hilton Hotel St. Louis - Westport
DoubleTree by Hilton Hotel St. L...
#3 of 17 in Maryland Heights
878 reviews
0.3 mi away
Drury Inn St. Louis Airport
0.7 mi away
Hampton Inn St. Louis-Airport
Show Prices
Show Prices
Show Prices

Been to Hilton St. Louis Airport? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hilton St. Louis Airport

Property: Hilton St. Louis Airport
Address: 10330 Natural Bridge Rd, Berkeley, Saint Louis, MO 63134-3303
Phone Number:
Location: United States > Missouri > Saint Louis > Berkeley
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Green Hotel in Berkeley
#3 Romantic Hotel in Berkeley
#3 Business Hotel in Berkeley
#4 Family Hotel in Berkeley
Price Range (Based on Average Rates): $
Hotel Class:3.5 star — Hilton St. Louis Airport 3.5*
Number of rooms: 397
Official Description (provided by the hotel):
The Hilton St. Louis Airport hotel is located next to Lambert International Airport and popular area corporations. The hotel provides a 24-hour shuttle service to the airport and local businesses at no charge. Plan your next event or meeting and utilize the expansive and versatile meeting space. World's Away restaurant offers casual American fare, and Constellations Bar is a great place to grab a drink after a long day of travel or work. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Expedia, Hilton Hotels Direct, Hotels.com, Hotwire, Orbitz, Priceline, Travelocity, Cancelon, TripOnline SA, Cheap Tickets, getaroom.com and HotelQuickly so you can book your Hilton St. Louis Airport reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Hilton St. Louis Airport Hotel Berkeley
Hilton Hotel Saint Louis
Saint Louis Hilton
Hilton Saint Louis
Hilton St. Louis Airport Saint Louis, MO

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing