Complaints

This profile includes complaints for Magnolia Hotel's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Magnolia Hotel

  421 N 8th St Saint Louis, MO 63101-1505

• 

  Magnolia Hotel

  806 St. Charles Street Saint Louis, MO 63101

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:07/11/2025

  Type:Sales and Advertising 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.

  We had a horrible experience, our hotel room was very dirty, pee around the toilet, dog hair on bed sheets and fleas. I was also charged for an upgrade for $100 that I was not told about until I looked at my bank account. The pictures are from the upgrade room that was very dirty and Infeasted with fleas and dog hair. We had to check our 24hours early it was so gross. Pictures online were very misleading.

  Business Response

  Date: 07/11/2025

  Good afternoon. I am very sorry for the issues you had with your stay with us. After I send this message, I will also reach out to you directly as I would like to find out if you were able to relay this information to any team member during your stay with us. I do see you stayed with us previously and hoping you had a much better experience during your first stay with us. 

  I look forward to being in touch with you. We want everyone to have a great stay with us and am so sorry you did not have a good experience. 

   

  Best,

  ******

• Initial Complaint

  Date:10/10/2024

  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 visited this hotel on July *****, 24. There was a required deposit when staying at the hotel. I paid my deposit of $150 on a separate card. When I checked out on July 21, 24 I was told that the deposit would be returned in 3-5 business days. A week later I called back the because the $150 charge wad processed on my account. This was supposed to be a hold but instead processed on my account. I was told that the transaction was returned and to call my bank. I have called and disputed the transaction in which my bank has said was valid. I have called and spoke with the hotel front desk staff that have stated that the deposit was returned back to my card. When I ask for proof the front desk staff sends me a receipt showing $0.00 balance owed and nothing proving the return. I was even told that I was one of three people who had reported that their deposits were not returned on one of the call a month after my stay. I have reached out to the accountant at that hotel several times and left messages and none of my calls have been returned to resolve this matter. I attempted to speak with the customer service department this ********************** chain August ***** and was told I should hear back from this hotel with in 5-8 business days. As of today there has been communication from this hotel and of the hotel chains customer service department. This has cause a financial burden for me at this time.

  Business Response

  Date: 10/11/2024

  Good afternoon. The $151.19 was a deposit for the first night. It went to credit card ending in 1920. The remainder of the charges (second room night, all taxes and all parking $301.61) went to card ending in 7064. The total of the stay was $452.80. 

  The confusion was that Ms. St. Julien thought all of the charges were going to the second card. In addition, when a front desk agent was asked about the deposit, the reservation agent was under the impression this was a hold for incidentals that would drop off of the card. In fact, the $151.19 was the deposit for the first night. 

  I have attached the folio, so that you are able to see the charges as they occurred. I have spoken with and sent a copy to Ms. St. Julien and she understands the charges at this time. 

• Initial Complaint

  Date:06/29/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  This hotel did not provide heat. I arrived Monday the 26th of June. The first night I was freezing. I spoke to the manager ****. He said the heat is off because it’s summer. He told me to just turn the unit off and it will be warm as it’s summer. I tried that and I was still cold. He promised to bring up a space heater as the heat is off throughout the hotel. They would not turn it on just for me. I explained I have RA and get very cold. I have spent two nights freezing. If I leave early before the 29th I will be charged anyway. I called Marriott as I feel it isn’t fair for me to have to stay here. I prepaid to save and now I have to suffer. I don’t think that it is even legal to not have heat for the whole hotel. I prepaid for 3 nights they charged my credit card months ago. They took my money before I checked in. I do not feel it’s fair that I am stuck. These are extenuating circumstances. Ultimately my well-being is being brushed aside. I have had one issue after another with service. The heat not being rectified is why I am filing. Housekeeping didn’t clean my room the second day. The valet left my rental blocking the narrow one way street downtown with tons of construction. I walked out to an angry mob, and everyone was honking their horns for me to move my car. That also could’ve put me in danger. I also called Marriott. I am a titanium member with them, and they didn’t seem to care. They couldn’t even get me my money back all they said they could do was reach out to the hotel on my behalf, and if there was no guarantee. I asked them to put me in another Marriott affiliate nearby, and just cover the amount and they wouldn’t do that, they also said because I paid ahead of time if there’s a penalty if I leave and check out early. I actually get reimbursed from my company so I’m not paying either way. I don’t think it’s again fair or legal for them not to provide heat for their patrons. It doesn’t matter how hot it gets in St. Louis, or anywhere for that matter.

  Business Response

  Date: 07/13/2023

  Thank you for offering some feedback from your recent
  stay.  I am not aware of speaking with you or offering a space
  heater.  This is something we simply cannot do.  It is June in St. Louis
  and with the over temp being 89/90 over the 3 days you stayed with us there
  wasn't a lot we could do. 
  We certainly would have allowed you to check out and find
  other accommodations regardless of your pre paid reservation.  We have
  helped other guests in unique circumstances over come this with Marriott and
  would have been happy to do the same for you.  When speaking with the
  Director of Operations, we shared the information about the space heater and
  some things that could be done to warm the room naturally since heat simply isn’t
  an option in June.  At not time was there a conversation of you wanting to
  depart early for a refund.  He would have happily done that for you.  Upon request for your vehicle, valet pulled
  the car in front of the hotel as we do all vehicle.  As a hotel in a downtown market we utilize the
  space the city allows us to use for guest vehicles.  I do apologize if this caused any
  inconveniences.  

  Customer Answer

  Date: 07/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: he did not offer to at least reimburse for one night. He should consult his team. The person I spoke to I was told was the GM 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ******