Holiday Inn Express & Suites St. Louis Nw-Hazelwood

After being quoted room rates in October 2015 and using my credit card to hold a block of 11 rooms, in February 2016, the hotel refused to honor these rates. I placed a call in early February to just verify the status that rooms were still reserved (they were) and at the original price quoted (they were not). I asked to speak with the rep who booked our rooms (name withheld), who was not available. I was told to call back the following day, which I did, and was told someone had gone in and overridden the prices she quoted and that the general manager would be able to fix it. A week later, I still had not received a call to verify correct pricing. When I called back, I was told the rep was fired and no longer worked for Holiday Inn. I asked to speak to general manager who dodged 4 subsequent calls. When finally speaking to her and voicing my disappointment over the price change but that I did not want to cancel the reservations, she said she was canceling all of our reservations anyway and hung up the phone on me. I immediately called back and was told that the reservations were indeed already canceled and that she would not allow us to make new reservations. Our group had stayed at this hotel a few years earlier and never had a problem. It was a great experience at that time. I was told by the front desk that she is a new general manager. Clearly, she has no people skills or business sense. Customer service is ZERO STARS!

The room was great! Front desk service was great, even though there was a bit of a mix-​up upon check in.
The exercise room had the 3 basic cardio machines (treadmill, elliptical, recumbent bike), which was ok. Took a towel to put down on the floor for ab-​work (no mats) and noticed dried sweat surrounding the machines. Yuck! Don’t think the room has been cleaned. The air didn’t work in the room either, which made for a HOT workout.
I made the mistake of leaving something behind in the room. I had rinsed out my workout clothes and they had gotten covered by towels by my husband when he showered. Upon my checking before we left, I didn’t see the damp clothes. When I realized they had gotten left behind, I called the front desk and spoke with the manager who said she looked and couldn’t find them. I called back a little later to check with the cleaning lady. The manager asked me to try back later so she could check again because she was too busy at the moment. I called back and got another employee who had a cleaning lady call me. She said my clothes weren’t in the laundry. Active wear is expensive and I made the mistake of leaving them behind, but would have paid for their return. An employee has them, which is a little gross, but the theft is unacceptable. Maybe they threw the clothes away. If so, I called in plenty of time for them to be retrieved. I would have even understood if they had said they had gotten thrown out, after all it was my mistake in leaving them behind. The fact is they WERE left behind and someone had to have seen them.
HONESTY AND INTEGRITY LACKED.

The room was very spacious, clean, and included a flatscreen TV, refrigerator, and small microwave and coffee maker with two different types of coffee to make. The room had a digital thermostat so the temperature was always customizable and very nice. The bathroom was clean and spacious, and included soap bars, 1 bottle each of shampoo, conditioner, and lotion, though I would still recommend bringing your own because the bottles were tiny.
The staff was very friendly and accommodating. The check in clerk gave me restaurant recommendations and printed out directions for me. The next morning, the check out clerk kindly unlocked the pool room so I could use the bathroom in there since the public one was being cleaned; and this was AFTER I had already checked out and left the building once.
They have a small indoor pool (closes at 10 pm), but no hot tub. Ice machines on every floor with vending on the first floor. The first floor also contains a 24 hr fitness center and a small business center with two computers and a printer in it, though I never used either facility. The continental breakfast is decent and served in a spacious room.
Overall, a very pleasant stay.