Homewood Suites by Hilton St. Louis Westport

As a current customer, this is my first and last time booking a room at this facility. First, around 5 pm two white guest reported adults were in the room fighting. Once the front desk employee noticed it was a false alarm, she apologized and left. Around 10 pm, I received my first "noise complaint". I'm not bothered that I received the complaint. What bothers me is the disrespectful tone and delivery of the message. Upon opening the door, the manager accompanied by security asked for me. Once I identified myself, he proceeded to say, "this is your first and last noise complaint. If we receive another one everyone will be asked to leave with no refund." His tone was very condescending and disrespectful. His mind was already made up with the type of customer service he was going to deliver the moment he saw that I was a black customer. I sincerely hope this is that the approach nor script Hilton allows employees to use when addressing any concerns with a customer. I can only hope this is not how all customer's have had to experience this hotel whenever a false complaint or noise complaint has been made. I further want to add that this manager's demeanor is not reflective of all Hilton establishments as I've frequented other establishments by Hilton in other states and received excellent customer service. Up until this interaction, my interactions with all other hotel staff was pleasant.
Apr 5th, 2024

Excellent accomodations! We're a family of 5. The room was very accommodating, 2 queen beds, a sleeper sofa, kitchen, etc. It was very clean and comfy and breakfast was delicious.
Mar 30th, 2024

Mar 27th, 2024

Great hotel. Clean, comfortable beds, friendly staff, good coffee and breakfast!
Mar 17th, 2024

Not secure at all!! Good location but thankful for my GPS when arriving at midnight because there is no sign at all in front of the building and the hotel name on the wall next to the door is not visible from the road. Terrible lighting in the parking lot. I was thankful that I had a digital card because parking was only out back and so I thought I would enter the lobby back door using my digital card. No need!! Door was unlocked and open and ZERO staff anywhere to be seen. I made all kinds of noise walking through to the elevators but no one came out. Elevators are not key access, of course, so anyone could have entered the property at any time and accessed the rooms. When I left the next morning, ALSO no one anywhere to be seen. Rooms and hallways dated and very worn but clean. The whole place desperately needs an update.
Feb 21st, 2024