Ameristar Casino Resort Spa St. Charles

Reviews 3

JE

Jessica Bowers

I will say I am one to have worked in customer service for quite sometime I absolutely loooove receiving great customer service and when I do I make sure to give recognition. However when I feel like bad customer service is just unacceptable I give the same input. It cringes my skin to know that these rooms are absolutely gorgeous but not throughly cleaned in my own experiences. My family rarely stays away from home due to my fear of uncleanliness but we know in the past Ameristar has been an acceptable place to stay. A while back my family stayed on Fathers Day and we had to switch rooms due to the one we checked into wasnt cleaned and we found cigar insides hidden in vases and mind you my children were with me. Now granted they were very sympathetic and even upgraded us to a better room so we still stayed. Now here it is years later my family stays again super bowl weekend we got the Spa suite and of course walked in at a glance the room is beautiful! Sooooo um yea things took a turn for the worst from there I wont say all what I found because it would be to much Ill skim the surface. The floors were absolutely dirty since I knew I would have my crawling toddler I always bring cleaning items and what I gather from the floor anyone would be disgusted to walk on. Then make our way to the living room there is dried up old food on the couches as well as on the remotes and curtains icky! Then on to the bedroom everything seems fine then to the beautiful bathroom but ooops the vanity cabinet is completelty ripped off and just sat on the bathroom floor which eventually fell over as I walked away from it later that night and it tore my leg up! My husband had to go down to the front desk get bandaids I was bleeding skin hanging off!!!! Oh Ill continue there was a glob of old hair in the tub and the master bathroom toilet was clogged the entire time and we never even put up a fuss. Our children were there and looking forward to the stay so we just dealt with it. Ok Ill continue oh there was trash and old cigarette butts in the gorgeous vases in the living room. Sooo after all this my husband calls tells them about all this I guess they attempted to rectify the situation by comping the stay supposedly one day the total amount of the stay was refunded the next my husbands bank account was negative so we arent sure what happend. Needless to say we are disappointed that we paid almost 800 for a stay in a almost clean almost functional room. I feel with the amount of the room the least they can do is be cleaned geesh.

CA

Carolyn Kren

For how much we paid for this room, we were expecting a stellar experience. Our Saturday night room rate, with tax, was $380. However, several things really shocked and disappointed us about our stay: 1. Around 9 am Sunday morning, someone (I can only hope it was housekeeping) entered our room without even knocking! They must have heard our voices and retreated back out before we could see who it was. Either way, this should NOT have happened!! I noticed that we were not even given a "do not disturb" sign to hang on the door, even if we had wanted to. But regardless if a sign was hanging on the door or not, they should ALWAYS knock before entering a room! 2. It seems we were only given ONE roll of toilet paper, and ran out in the middle of the night. Since my friends were all still sleeping, I didnt want to stumble around in the dark, find the phone, make a call, and have to wait outside in the hall for someone to bring some, so we used kleenex until I could call in the morning. But thats unacceptable to not have spare rolls of toilet paper in the room. 3. There were pieces of trash/litter in the hallway, and a room service tray full of half eaten food sitting in the hallway for hours, despite seeing hotel staff moving around on that floor constantly. Not to mention a giant used towel bin (from room service) sitting in our hallway overnight, from the time we checked in until the time we checked out (almost 24 hours). Classy. 4. The pool was unavailable to guests on Sunday morning due to them setting up for a party happening later in the day. This was also very disappointing. 5. It seems they also messed up when they checked us out. My card was charged for my portion, as well as the balance for the room (which was supposed to go on my friends card, which was on file). But both charges hit my card. Now I will have to call them and spend more of my time correcting this issue. For the price we paid for this room, we anticipated a top of the line experience. But instead it was one disappointment after another! When I told the front desk when we checked out, she apologized, but a discount on the room would have been better!

A

A Private User

Ameristar St Louis Worst hotel experience ever! Don’t stay here! Im a military mother just stationed in MO. My son had to go stay with his Dad for a few months b/c of my job. My son and I stayed Friday night at the Ameristar in St Louis so he could fly out Saturday morning. When we checked in the lobby there was a long line and 3 personnel checking in guest. The people behind us chained smoked the whole time b/c this is not a smoke free facility. When I got to my room it smelt like someone had just smoked a cigar in there. I called the front desk for a new room and they told me the room was smoke free. So after explaining my son has asthma she changed my room. I got to the new room and this one smelled like something had went bad in the fridge. The refrigerator door was open and smelt horrible. Again I had to get another room. I went to eat at one of the restaurants in the hotel the wait at the door and table was very long. They wouldn’t allow me to take my son in the pool after 9pm, which they didn’t tell me at check in. When I specifically said I need two pool passes at check in. I complained to the front desk about my experience so far and the manager suggested to not charge me if I go ahead and check out. Wow what customer service. I ordered room service and it took almost two hours to come to the room. After I took my son to the airport and came back to my room, I used the fitness facility which had no cups for water in the dispenser and the gym was nasty with nothing to wipe the equipment off with. After the gym I went back to my room and couldnt get in my key wouldn’t work. I went to the front desk and they wouldnt let me back in without someone escorting me to my room to check my ID! Before I left though they gave me my bill for $250 and asked how everything was? I told her I was not satisfied and she really didnt seem to care. I have friends coming to St Louis to visit me soon. I will not be staying at the Ameristar nor will I ever recommend it to anyone ever!

Other organizations