ComplaintsforRenaissance St Louis Hotel
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Complaint Details
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Initial Complaint
08/24/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We were with a group on July 6-8 . My husband and I were the only people who did not receive a discounted price for our stay. Instead of paying 99 dollars a night we were charged 130 dollars a night. Everyone else got the deal and we were not offered room service and we never received clean towels to our room.Business response
08/28/2023
Maintaining a clean atmosphere within our guest rooms and common areas is important and I apologize that we did not fulfill that expectation during *** ******** visit. Their feedback has been shared with our housekeeping leaders to ensure this is an isolated incident.
The guest booked outside of the group block for their event. It is stated in all group contracts that the guest must book inside the group block prior to the group cut off date, which is typically 28 days prior to arrival. The guest reserved a room with the Marriott Senior Discount. We are unable to move guests into a group block once the block is closed or full. We are unable to offer a refund for the difference in the rates.
Best Regards,
Initial Complaint
06/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was extremely disappointed this day. Renaissance St louis is horrible, unprofessional, un kept. This hotel is a bad look. Day 1 check in a QT Thunder machine red flag. I noticed my daughter mattress had lots of stained blood. I contacted the front desk at 5:50. I 3 yo the desk showed the pic. I received another room. Off the uncleanliness we should have received an upgraded suite. Stayed four days and had to beg for the room to be cleaned. Staff couldn’t locate the assigned maid. All she did was pull the covers up. I realized the four seasons is the way to go each time. They would never treat paying customers that way! I understand its a 4 star. I have a picture of the disgusting mattress. An employee by the name of ***** was also extremely rude when I contacted the front desk for my room to be cleaned. I don't know if that's his real name.Business response
07/18/2023
Dear Ms. ********,
I recognize your time is valuable and appreciate the feedback you have taken the time to provide.
Maintaining a clean atmosphere within our guest rooms and common areas is important and I apologize that we did not fulfill that expectation during your visit. Your feedback has been shared with our housekeeping leaders to ensure this is an
isolated incident.My hope is the next time you are in the area, you will give us another chance to provide the guest experience we strive to deliver.
Sincerely,
***** ***** ******* ******* *********** *** ***** *******
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.