I made a reservation to stay at the Hotel Extended Stay America on Lackland Road which is just down the street from the Craig road location. I made my reservation over a month in advance. On the day I was due to arrive at the hotel I was informed through a phone call that the hotel did not have enough rooms available for my party! At this point I was very irritated. The phone call came at 3:30 in the afternoon and I was about 45 minutes away from the hotel. She proceeded to tell me that they would be splitting my party up-one room would be at the Lackland location and the other room would be at the Craig road location. I became very irritated at this time-I had never even heard of a hotel trying to do such a thing before and that was not going to work for us. After several minutes of explaining why that was not going to work, I finally got her to find two rooms at the Craig location. This all would have been great..until a staff member at the Craig location called and said they were going to give the rooms away because we had not made a reservation at that hotel and there were guests showing up that needed the rooms! We were stuck in an accident on the highway at this point and had not yet arrived at the Craig location. The staff member said that she would call me back after speaking to her manager. I never received a call back. When I called the Craig hotel back to inquire about the situation I spoke to an even ruder staff member who claimed that she had no idea what I was talking about. She very rudely said that no reservation had been transferred to that hotel and demanded the reservation number. By this time I was seriously considering just staying at another hotel. I called the staff member at Lackland road who seemed exasperated with the situation and she said that she would call the Craig road hotel. Luckily they seemed to work it out and they had two rooms ready for us when we finally arrived.
While the hotel itself was not bad I would definitely not stay there again. The level of customer service and quality of professionalism was ridiculous!
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- Also Known As:
- Extended Stay America - St. Louis - Westport - Craig Road Saint Louis/Creve Coeur, MO