Complaints

This profile includes complaints for Drury Hotels Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Drury Hotels Company, LLC

  13075 Manchester Rd Ste 100 Des Peres, MO 63131-1836

  
• 

  Drury Hotels Company, LLC

  201 S 20th St Saint Louis, MO 63103-2222

  
• 

  Drury Hotels Company, LLC

  11980 Olive Blvd Creve Coeur, MO 63141-6730

  
• 

  Drury Hotels Company, LLC

  1000 Knipp St Columbia, MO 65203-4697

  
• 

  Drury Hotels Company, LLC

  1317 E Highway 84 Hayti, MO 63851-1941

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had accumulated ****** points in my Drury Rewards account and was finally ready to redeem them - only to discover my account was deactivated due to inactivity and my points were forfeited. Like many travelers, work-related travel was suspended for an extended period due to the COVID-19 pandemic. However, I was slated to resume traveling regularly again in August.I contacted Drurys customer service twice in an effort to resolve this issue. The first time, I waited on hold for over an hour before being disconnected. The second time, I was told that per company policy, my account had been deactivated and my points forfeited due to inactivity - and that there was no way to recover ******* extremely disappointed. Drury has long been my preferred hotel chain, and Ive remained loyal over the years. These ****** points represent a significant investment of time, money, and loyalty. I respectfully request that Drury reconsider this decision and reinstate my points as a one-time courtesy.I want to continue staying with Drury as work travel resumes, but this experience has been a bitter experience. I hope you will see the value in retaining a loyal customer and make this right.

  

  Business Response

  Date: 07/25/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ****************** ******
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal II for Drury Hotels Company, LLC (Drury). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Mr. *** ****** is upset about his experience with the Drury Rewards Program, however it appears that there was merely a misunderstanding regarding the programs policies.
  
  In his complaint, Mr. ****** states that his Drury Rewards points were removed from his account due to inactivity.
  
  The Drury Rewards Program operates as a frequent ****** program, which requires periodic activity to maintain an active account and retain accumulated points. As outlined in the program rules, accounts with no activity for a period of thirty-six months are deemed inactive, resulting in the forfeiture of all accrued points.
  
  As a gesture of goodwill, Drury has made a one-time exception by reinstating Mr. ****** account and restoring all of his points.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ***************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II

• Initial Complaint

  Date:07/11/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the ************* at *** Louis Airport for six nights, and it was hands down the worst hotel experience Ive ever had. The ** in my room was completely broken for the entire stay. Six days straight in a hot, miserable room in the middle of summer, with temperatures stuck in the mid-80s. I reported the issue multiple times and begged to be moved rooms, but the staff didnt care. They didnt lift a finger. Nothing was ever fixed.Housekeeping was just as bad they only came once the entire time, even though I asked for service every night. And when they did finally show up, they left a massive, disgusting trash bag full of rotting food in my closet. It was revolting.The room had ants crawling everywhere. Maintenance was nonexistent. No one seemed to care about any issue I brought up. This place is a health hazard and a joke.The general manager, ***** *****, apologized and told me shed reach out to her boss and help get me a full refund. That was 13 days ago. Since then, Ive had to call the hotel three separate times just to get her to answer. All she eventually offered was two free nights as if Id ever come back.I called corporate and wasted 25 minutes explaining this disaster, only to be told the case would be passed along. No one followed up. No one at Drury Hotels gives a ****.

  

  Business Response

  Date: 07/22/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ************************ *****
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the ***************** Louis Airport (Hotel). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that ************ ***** is upset about his experience with the Hotel. While we understand his frustration, we respectfully disagree with his interpretation of the events and would like to provide clarification regarding the concerns he raised.
  
  In his complaint, ******** raises several concerns about his stay, including insufficient housekeeping services, trash allegedly left in his guest room, a malfunctioning air conditioning unit, the presence of ants, and dissatisfaction with the Hotels responsiveness. We will make every effort to address each of ********* claims below.
  
  Mr. ****** reservation began on June 22nd for a six-night stay. At check-in, he opted into our Reduce, Reuse, and Reward program, which allows Drury Rewards members the option to decline daily housekeeping in exchange for additional Drury Rewards points. As a result, housekeeping services were not provided during the first two days of his stay. Once Mr. ***** contacted the front desk to request service, the note was removed from his reservation, and he received Drurys standard daily refresh service for the remainder of his visit. Mr. ***** alleges that housekeeping only visited once and left a trash bag containing rotting food in his closet. However, after reviewing the matter,the General Manager found no evidence that a trash bag had been left in the room. The housekeeping team was also consulted and did not report any such incident.
  
  Mr. ***** claims the air-conditioning unit was nonfunctional for the duration of his stay and that he repeatedly requested to be moved to another room. The Hotel has no record of Mr. ***** reporting this concern during his stay. Upon hearing of Mr. ****** complaint, the unit was inspected and found to be in working order.
  
  Mr. ***** also claims the presence of ants in his room during this stay. The Hotel has no record of ******** reporting this concern during this stay. The Hotel follows a rigorous cleaning and pest protocol for all guest rooms. Upon receiving Mr. ****** complaint, the General Manager personally inspected the room and found no evidence of insect activity.
  
  Finally, Mr. ***** expressed dissatisfaction with the responsiveness of the Hotel and stated in his complaint that the General Manager promised to escalate the matter and assist with a full refund. However, it appears that Mr. ***** attempted to contact the Hotel General Manager after his stay, and while the General Manager did return his call and left a voicemail, the General Manager did not receive a return call. Ultimately, Mr. ***** contacted Drurys **************** team on July 11th to report his concerns. On the same day, he also spoke directly with the General Manager. During that conversation, the General Manager extended an offer of two complimentary room night certificates as a gesture of goodwill.
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. **************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  
  ******* ******
  Paralegal

  Customer Answer

  Date: 07/22/2025

  Complaint: 23587226
  
  I have reviewed the business' response and am rejecting it because:
  
  Nothing you stated was true, I have proof of the trash bag left in the closet, of the ants, and the fact that I requested room service and received it ONE TIME. you should be ashamed of yourself blatantly LYING about all of this. I contacted the staff almost nightly and nothing at all was done. The ** never called me back, absolute lies. She never left a voicemail. What a joke of a response. I will continue to post my review to as many outlets as possible to notify people of the lack of care and respect this property offers. One of the staff members apologized about the house keeping and even stated that they have been dropping the ball lately. 
  
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because Drury Hotel has refused to modify or refund my hotel reservation despite an immediate and genuine booking error on my part.On July 9th at approximately 3:29PM EST, I booked a reservation at Drury *************** through the hotel's official website. Due to an accidental oversight, I inadvertently selected Monday, July 14, 2025 as my arrival date, instead of the intended date Wednesday, July 9, 2025.I realized this mistake almost immediately, within less than 1 minute of completing the booking. I promptly contacted the hotel's front desk/reservations team on July 9, 2025, at approximately 3:48 PM EST to explain the situation and request a simple date modification. My request was denied.Following this, I escalated the issue by contacting the corporate office of July 9, 2025, at approximately 3:59 PM EST. Despite my swift action and clear explanation of the genuine error, the corporate office also refused to facilitate the date change or offer a refund.While I understand that businesses have policies regarding modifications and cancellations, an exception should be made in situations involving such an immediate and verifiable genuine mistake. I acted within minutes of the error, giving the hotel ample time to re-list the room for the incorrect date if necessary. This refusal has created a significant financial burden and inconvenience for me, as I genuinely require accommodation starting today.I should not have to jump through multiple hoops to correct a simple, immediate booking error.

  

  Business Response

  Date: 07/11/2025

  Dear Ms. ***************** have waived the process of you filling out the hardship request for the reservation you made in error.  We have refunded your Master Card ending in 9363 in the amount of $123.31.  Please allow 7 - 10 business days for the amount to reflect on your statement.

  We truly appreciate your business.

  Sincerely,

  ***** *****
  Customer Service Manager
  Drury Hotels Company, LLC

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer at the ********************** inn in Stlouis union station mo. When I was first lied to about the maintenance man coming in my door while I was naked causing me to grab a $500 computer to try and cover my body with and then I get a call from some manager ******? Stating he admitted to going to my door but they was not liable for the breaking screen of my laptop that is $500 not only worth the stay he reimbursed due to the way his workers handled the complaint I believe not only do I deserve some sort of reimbursement more than just one stay, but also the reimbursement of my laptop for my privacy in my property being damaged

  

  Business Response

  Date: 07/15/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************** ******
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites St.Louis at Union Station (Hotel). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  According to ******************* complaint, a Hotel maintenance team member mistakenly knocked on her guest room door, which startled her while she was undressed. In her reaction, she grabbed her laptop and broke the screen in the process. She stated she received a call from a manager, who was unwilling to reimburse her the five hundred dollars ($500.00) for her broken laptop.  Ms. ****** believes she is entitled to more than just a free nights stay, including reimbursement for her laptop and invasion of privacy.
  
  We are sorry that ********* is upset about her experience with the Hotel, but the Hotel is not responsible for the damages to Ms. ******* laptop, nor was the conduct of the maintenance technician considered an invasion of privacy.
  
  A maintenance technician was sent to service a room on Ms. ******* floor.  He inadvertently approached Ms. ******* door, knocked, and swiped his key on the lock the maintenance technician did not attempt to enter Ms. ******* room as he noticed that he was at the wrong door.  The maintenance technician then went to the correct room to perform services. Immediately following the maintenance technician knocking on ********** door, Ms. ****** approached the front desk. During this interaction,she was visibly upset and used strong language with our team members.  And, the Hotel team initially had a difficult time explaining what had occurred.
  
  Upon learning that ********* was upset, the Hotel General Manager promptly contacted Ms. ****** to discuss the matter. During their conversation, the General Manager explained that the maintenance team member had been responding to a service request on the same floor and had mistakenly knocked on the wrong door. The technician tapped his key on Ms. ******* door but did not open it or enter the room. Realizing the error, he immediately proceeded to the correct room.
  
  During the call, both ********* and the General Manager confirmed that it remains unclear whether the door was opened. However, it was confirmed that the technician did not enter the room, and Ms. ****** specifically stated that she did not see the technician.The General Manager also explained the Hotels room entry procedures, including the use of a key audit system that tracks all key activity. The audit confirmed that the same key was used on Ms. ******* door and then, less than a minute later, on the correct room.
  
  Drury takes guest safety and privacy very seriously. We have robust procedures in place to ensure a secure and respectful environment for all guests, and we regret that Ms. ****** felt uncomfortable during her stay.  However,after a thorough review of this matter, we do not believe that the Hotel or its team members acted improperly or bear any liability for the damages Ms. ****** is alleging.
  
  As a gesture of goodwill,the Hotel refunded one (1) night of Ms. ******* stay.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. ***************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  
  ******* ******
  Paralegal

  Customer Answer

  Date: 07/15/2025

  I have spoke with many many people throughout the company of jewelry and about the union station St. Louis Hotel. I stayed at including leaving a message and even possibly speaking with a ***** ******* that was never responded to the corporation number 1- 800-3785-7946. No one did anything there either The incident happened July 4 at 10 AM when the man first dated he didnt even come to my door and then I spoke to another guy that was above them in that location he claimed the man spoke the truth and admitted to going in to my door first and then hearing me ****** and going to the other door, but yes, not only has my mental health been put a strain through the whole process while being laughed at pretty much by the first two ladies, I encountered one of them being some sort of manager at that hotel, but my privacy was not at all acknowledged or given care to by them or anybody thats been Through the management of the Drury inn ive spoke to many people that forward me places and hang up on me instead of lend me even speak to who they claim theyre gonna forward me to this has happened many times Im being ignored and its clearly causing damage to not only now my mental health and the way my privacy was not cared for or the way I responded and the way that they laughed, damaging more of my mental health, but the privacy is important to me and I believe it should be to everybody computer laptop, that I just recently replaced after a burglary yeah, its being damaged. Has also put a lot of strain on me for I cannot afford to replace it again. Im a single mother. I work hard for what I have and Im a good customer to booking now Priceline and multiple hotels. I really need your guyss help and getting somebody to not say its my fault that my computer got broke because I picked it up because it was the closest thing to my naked body, but to realize they damaged more than just my property and should take care of the cost to repair or replace and even possibly give some sort of discount which they claimed they did which they did the first one, but they apparently accidentally charged me twice and I dont recall being given my $50 deposit that I have to give thats supposed to be put back on my card for damages never even received that back I dont believe on top of being double charged. The damage deposit was never given either, but like I said, the only one that did damage with them, not me and I need help to get this recognized. 

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28th I booked hotel tho *********** on way to a hospital in ******* for my handicap child. He got sick on way to hotel had to cancel they won't refund my 165$ for that room. I have called them and they keep telling someone will call me back with no refund or call back very upset father!

  

  Business Response

  Date: 07/10/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ******************* ********
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal II for Drury Hotels Company, LLC (Drury). Drury manages the Drury Inn & Suites ************** (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Mr. **** ******** is upset about his experience with the Hotel. However, it appears there was a misunderstanding regarding Drurys relationship with third-party booking platforms.
  
  In his complaint, Mr. ******** stated that he made a non-refundable, advance purchase reservation through ***********. After realizing he needed to cancel, he attempted to do so directly through the same platform. He expressed dissatisfaction with the lack of communication and response from *********** regarding his cancellation request
  
  Typically, guests seeking a refund for a non-refundable,advance purchase reservation must complete and submit an Advance Purchase Hardship Request to Drury. This request is reviewed by our Hardship Team, who then follow up with the guest. According to our records, Mr. ******** did not contact Drury to initiate this process.
  
  Upon learning of Mr. ********* concerns, the hotel proactively canceled his reservation and issued a full refund to his original form of payment.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ******************* always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II

• Initial Complaint

  Date:06/21/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the ************ location on 06/17/25. They had provided me a free night stay due to an previous issue. I attended a concert and arrived back to my room right around 1200 AM. It was room 714. I had two beds in my room. I opened one of the beds and found strands of dirty hair and a USED ****** band aid stuck to the sheets. I tried to call the desk to see if they could switch me to another room. After trying to connect twice, I gave up. I laid towels down to sleep on top of the other bed as they did look clean but I did not want to look under the blankets. I emailed the company the next day and they said they were not willing to help me in any way. I feel that the public should know that my room was very obviously NOT cleaned. Blood is a biohazard, even it was dried on a band aid. I am hoping that they would replace my one night stay voucher.

  

  Business Response

  Date: 06/25/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ************************ *****
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury ********************************* (Hotel). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St.Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  In her complaint, Ms.********* ***** expressed concerns regarding the cleanliness of her room during her stay on June 17, 2025, specifically noting the presence of a stray hair in the bed and a used band-aid.
  
  Drury enforces a thorough cleaning procedure to ensure a high standard of cleanliness in every guest room.
  Unfortunately, Ms. ***** did not bring these concerns to the attention of hotel staff during her stay.The hotel only became aware of the issue after receiving an email from her following checkout.
  
  We regret that Ms. ***** was dissatisfied with her experience. Drury maintains a 100% Satisfaction Guaranteed Policy, and if our guests are unhappy with their stay, we will do what we can to make it right including refunds or issuing free night certificates.  Upon review of Ms. ****** history with Drury, and this Hotel in particular, Ms. ***** has stayed at this Hotel on seven prior occasions, five of which resulted in either complimentary stays or the issuance of free night certificates due to reported cleanliness issues,and of the two remaining stays, Ms. ***** also complained of cleanliness issues though she was not offered compensation.
  
  During her June 17th stay, Ms. ***** was utilizing one of the aforementioned free night certificates she received.  Due to the considerable amount of compensation Ms. ***** has received from Drury in the past to fulfill our 100% Satisfaction Guaranteed Policy, Drury is unable to provide any further compensation.
  
  We appreciate all guest feedback and take every concern seriously. However, we must also ensure that our policies are applied consistently and fairly.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. **************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  
  ******* ******
  Paralegal

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good evening my name is ****** ***** me and my wife stayed at the drury hotel at *********************************************** on may 16, 2025 through may 18, ************************************************************************************************* the room my back and her legs have red bumps on us contacted the general manager and she said that pest control would have to be called out to do inspections on the room but we havent heard anything back yet I also took pictures of my back and showed it to the front desk attendant

  

  Business Response

  Date: 05/27/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************* *****
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites ************************** (Hotel). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  Mr. ***** ***** states in his complaint that while staying at the Hotel, he and his wife believe that they may have come into contact with bed bugs.  After they contacted the General Manager of the Hotel, the General Manager shared that a pest control company would inspect the room.  Mr. ***** finishes his complaint by stating that he was assured that he would be informed about the outcome of the inspection, but has not heard from the Hotel. 
  
  We are sorry that Mr. ***** is upset about his experience with the Hotel. However, it appears the Hotel adhered to policies as it relates to bed bugs and other pests; and our records reflect that Mr. ***** wife was contacted by the Hotel with the results of the inspection. 
  
  Mr. ***** was a guest at the Hotel, from May 16, 2025, to May 18, 2025. Upon check-out, Mr. ***** informed the Hotel front desk of a possible bed bug issue in his room. 
  
  Drury enforces a thorough cleaning process for every guest room and requires that all rooms with suspected bed bug activity be thoroughly inspected by a pest control expert. Immediately upon learning of Mr. ***** concerns, the Hotel called its pest control provider to conduct a thorough inspection. The inspection revealed no evidence of bed bug activity. 
  
  On May 19, 2025, the Hotel followed up with Mr. ***** and spoke with his wife to share the inspection findings. Mrs. ***** was upset by this report, and shared that she would leave negative reviews about the Hotel.  As a gesture of goodwill, a 25% discount was applied to Mr. ***** stay.  
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. **************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  
  ******* ******
  Paralegal
  
  

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived at Drury inn on 5/4/25. I had just been in a car accident. They told me that night was non refundable so we stayed. We had trouble with the bar over serving the woman in room 111 and could not utilize the pool. There was no life guard and a very irresponsible parent across the hall on 111. We were in 110.We tried, but I had to save drowning kids that we're not mine I asked to cancel immediately. I did not want to stay another night. I was told I would only be charged a cancellation fee. Not 160 for 5,/5/25 the following night. I happily agreed and left. Now I am being told they are not going to refund this night I did not stay because of other customers keeping us up. I would not have left the next night if I thought it was going to be a 160 dollar unused hotel room.

  Customer Answer

  Date: 05/19/2025

  The business address is ********************************************

  

  Business Response

  Date: 05/20/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************** *****
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury).  Drury manages the Drury Inn & Suites ************ (Hotel). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Ms. ******* ***** is upset about her experience with the Hotel. However, it appears there was a misunderstanding regarding Drurys cancellation policy and the Hotels amenities.  
  
  Ms. ***** states in her complaint that she was incorrectly charged a $160 cancellation fee. Ms. ***** made five (5) separate reservations and subsequently cancelled four (4) of these reservations. All reservations at Drury are subject to our standard cancellation policy, which allows cancellations without fee if completed by 12:00 p.m. the day prior to arrival. One of Ms. ****** cancellations was made at 8:00 p.m. the evening before the scheduled check-in, which falls outside the allowed cancellation window. As a result, a fee equivalent to one nights room and tax was applied.
  
  Ms. ***** also expressed concerns regarding the Hotels sale and service of alcoholic beverages, as well as the pool area. Drury strictly adheres to all applicable laws and regulations concerning both the sale of alcoholic beverages and the operation of hotel swimming pools. All team members who serve alcohol are trained to recognize signs of visible intoxication and are instructed not to serve guests who appear intoxicated.  
  
  Regarding the Hotels pool, it is an amenity available to all guests. Prominent signage is posted to inform guests that no lifeguard is on duty and that swimming is at their own risk. In addition to complying with all relevant regulations, the Hotel has internal policies in place to help ensure guest safety, including routine hourly checks of the pool area by Hotel team members.
  
  Unfortunately, Ms. ***** did not report any of these concerns during her stay. The Hotel only became aware of the issues through a post-stay survey. Upon receiving this feedback, the General Manager promptly conducted an internal investigation but found no evidence to support the claims described.
  
  In a gesture of good will, the Hotel refunded the cancellation fee charged to Ms. *********************** the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. *************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  
  ******* ******
  Paralegal
  
  

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Needed to cancel a hotel reservation for March ******. I spoke with Employee ***** on February 27, 2025. He claimed I needed to go to ****** and then go to drury hotel hardship firm to file for the cancellation I felt this customer service was not fair and appropriate He also stated his manager was not on duty at this time. Additionally, I felt he became irate with me as well. Please investigate this matter

  

  Business Response

  Date: 03/07/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ********************** *********
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal II for Drury Hotels Company, LLC (Drury). Drury manages the Drury Inn & ****************************).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Mr. ******* ********* is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys Advanced Purchase policy.  
  
  In the complaint, Mr. ********* states that he attempted to cancel his hotel reservation and spoke with an employee at the Drury call center. Mr. ********* was unhappy with the refund process described to him and further alleges he was treated poorly by the call center agent.
  
  Mr. ********* made a non-refundable, advance purchase reservation through a third-party for three nights. After making his reservation, Mr. ********* discovered he needed to cancel his stay and contacted Drurys call center. At that time, Mr. ********* was informed of the process for requesting an exception to the non-refundable advance purchase reservation and directed to submit an Advanced Purchase Hardship Request through Drurys website. To be considered for a refund on a non-refundable,advance purchase reservation, guests must complete and submit this request form, which is then reviewed by Drurys Advanced Purchase Hardship Team, who follow up with the guest accordingly. Based on our records, it appears that ************ did not submit the required form. In an effort to assist, we have cancelled Mr. ********** reservation and issued a full refund to his original payment method.
  
  Further, we are sorry to hear about Mr. ********** experience with Drurys call center. Upon receiving this complaint, the General Manager conducted an internal investigation. Drury will take all necessary and appropriate actions to ensure that our service standards are upheld. Guest satisfaction remains our top priority, and we appreciate the opportunity to address this matter.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ******************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II
  

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No changes, no refunds - really ?Used Expedia to book 2 nights at Drury **************** approximately 5 weeks in advance. Selected the bed configuration, room size, sofa-bed, etc. Evidently, I missed on the last screen, the default non-refundable option that includes a strict no refund policy in exchange for a lower rate ($15 less, I think). The phrase You will not be charged also appears next to the Reserve button. Confusing website, at the very least.Ive made hundreds of hotel bookings. Industry standard is to be able to make changes, even cancel, as long as you make that request well in advance. If I try to make changes or cancel within a day or two of the stay, then I expect to be charged a penalty because my actions probably led to an empty room and lost revenue for the hotel. That makes sense to everybody. Shortly after booking, I discovered this was not location I neede for my stay. I called the hotel directly to cancel (within 1 hr). Instead of a rational response, I get an agent spouting non-refundable booking policy, claiming I was given some mind-blowing low rate and I should be grateful. I was told no refund would be possible, and my yet-to-be-processed credit card transaction could not be stopped. Within 24 hrs, my CC was charged the full amount of my proposed stay, $358. After pressing for a reasonable solution, I was directed to the Drury Hotels website to complete a Hardship Request for Advance Booking. This is a web form to capture more details, send my plea to a central person to decide if my request for a refund warrants further consideration.After a week, Im still waiting, losing faith day by day. I cant help but feel humiliated having to justify my outrageous request to cancel a hotel reservation 5 weeks in advance. Drury Hotels, I have an idea - how about treating your prospective customers with respect rather than taking their money with nonsensical policies and bureaucracy.

  

  Business Response

  Date: 01/28/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ******************* ******
  
  Dear *** or Madam:
  
  My name is ******* ****** and I serve as Paralegal II for Drury Hotels Company, LLC (Drury). Drury manages the Drury Inn & ******************* (Hotel).  I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB.  We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB.  I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all **********************.
  
  We are sorry that Mr. **** ****** is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding.  
  
  Mr. ****** booked his reservation through a third-party provider. After making his reservation, Mr. ****** discovered he accidentally reserved the wrong location. Mr. ****** contacted the Hotel directly to cancel his reservation. Unfortunately, because the reservation was booked through a third-party provider, the Hotel was unable to adjust the reservation. ***************** directed Mr. ****** to submit an Advanced Purchase Hardship Request through Drurys website.
  
  In an effort to assist, we have cancelled Mr. Cutlers reservation and directly requested a refund from the third-party site, ************************ booked his reservation. Please note that it can take up to ***** days to receive a refund from our third-party affiliates after we make the request.  
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ***************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II

  Customer Answer

  Date: 01/29/2025

  Complaint: 22865367
  
  I have reviewed the business' response and am disputing one of the statements:
  
  Ms. ******* ****** stated that the $358 was collected by Expedia, the 3rd party website, and any refund should come from that entity.

  This statement is not accurate.  Immediately after my efforts with the Drury *** at the ****** property were thwarted, I recruited the assistance of ******* customer support.  The agent indicated my CC was charged by Drury Hotels, but agreed to contact them directly through its channels to request a waiver of the full booking amount penalty on my behalf.  After 24 hrs, Expedia received the same response I did - no refunds, no compromise.

  As of yesterday, I  received a response from **** ******, *********************************** NCC, Drury Hotels, who indicated she had processed a refund, and my CC would see a credit within 7 to 10 business days.

  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/30/2025

  Better Business Bureau
  Re: Drury Hotels, Response to Customer ******************* ******
  
  Dear *** or **************************** response, he highlights an inconsistency between Drurys initial statement and his experience. We apologize for this error. While Mr. ****** booked his reservation through a third-party provider, Drury ultimately processed the charge.
  
  As noted in our previous response, Drury canceled Mr. Cutlers reservation, and a refund has been issued.
  
  For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ***************** always, if you have any questions or concerns, please do not hesitate to call or email me.
  
  Sincerely,
  
  ******* ******
  Paralegal II
  
  

  Customer Answer

  Date: 02/08/2025

  Yes, sorry I neglected to provide a final bit of feedback.  

  The merchant refunded my money for the canceled booking after some back and forth. The complaint has finally been resolved.