21c Museum Hotel St Louis 4 stars

Upon recommendation from friends, my wife an I chose to stay at the hotel as we traveled through St Louis on an special couples weekend. We booked the love bug bundle via the hotel website as we were told it was a great add on. When we arrived, we were told that the bundle did not show under our reservation. Previous to booking, our friends had called the hotel to confirm how the bundle should be booked (as they had previous booked it and it was not honored at the front desk). We passed on this info to the supervisor. He flatly said the love bug bundle did not show and he was unable to honor it, in fact, he said the system would not let him. Our friends asked how we were supposed to have booked a promotional offer that was listed on the website. The supervisor said, through the website. We said we did. He said it didn't show up. We would have booked through Expedia if we knew that an advertised promotion on the hotel website was not bookable (or would not be honored) as the Expedia rate was about $100 less for the night. The room we booked had dust on the night stand and a stain on the sheets. We decided to eat at the Idle Wolf despite not getting the bundle offer. We tried to order draft beers and were told the keg system was down. Our friend tried to order his fav canned beer and he was informed it was not in stock. We tried the spa and pool area later and were told the sauna was broken. Upon checkout the next day, I was told I would be emailed a receipt with itemized charges. I still haven't even received a receipt for the stay much less an itemized list of charges. Truly disappointing. Didn't honor offers on the website that were booked a week in advance. Many services were non-functional. It seemed the hotel did not have itself in order.

We booked directly through your site using code “lovebug” and when we arrived we were told the promotion was not on our reservation. This is the second time this has happened to us when booking through your site. Both times I called to double check we had gotten the rate and was told if I booked through the website that it should work. They would not take the reservation over the phone for the promotion. They said it had to be done through the website. We chose to book through you on both occasions because of the deal. The room was significantly cheaper through third party. We have stayed several times at your hotel and this last stay was awful. Our room door was open when we got to our room, the towel rack was broken so we couldn’t hang towels or wet suites, there was no draft beer on tap, the elevator was out of order and the steam room. To top it off when we left our car had been broken in to despite paying for the lot out back. We spent a lot of money for a night that was unforgettably abysmal. Is there a way to request a refund?

Our stay was lovely. The only negative was when checking in - I asked about the possibility of an early check in and was immediately told no. Typically the front desk person would look up my reservation, check on my room, let me know when it may be ready. That wasn’t offered. Also room service - room service offerings were very limited, the system seemed archaic. It wasn’t really available. I’ve stayed at lesser hotels with normal room service offerings.

We spent our anniversary in this great hotel. Everyone was friendly and helpful. The room was great, the restaurants and bar fabulous, and the pool to die for.

I travel to St Louis once a month and have found I enjoy the 21C suite. It just so happened that my wife and kids were out of school for a holiday, so I brought them with me. I had some trouble with booking as I was looking for the 21C suite with a room beside it, so I booked online with a note leaving my request to chance. My request was granted thankfully. The staff was great at all levels of front desk to cafe until checkout. When I checked in the night before about 7pm the valet was nowhere to be found so the front desk just took the keys to my vehicle. My valet service was never setup, so I was not able to request my vehicle by the text as I have used at this location before. As I was checking out there were 2 other customers at the desk trying to figure out valet charges. After I checked out, I was told my receipt was in my email for the 2 rooms. When I went outside, I let the 2 workers at valet stand know I didn't have a valet ticket. They knew my name but one asked me for my receipt of staying at the hotel. I thought this was just to verify my identity even though they had taken my driver's license. As soon as I showed one room's receipt they told me to go inside and pay for valet before I could get my keys. While I was standing there, I saw they were checking everyone's receipt for valet service. I have never seen that in a hotel before. There was a line for people paying for valet at the front desk. After waiting at front desk again I had the attention of both front desk employees and explained that I apparently needed to pay for a service that was not completed due to no one taking my keys or letting me request my vehicle so my family could stand on the sidewalk while I figured this all out even after just dropped $1,500 on rooms for one night not considering the $150 I spent at your cafe for breakfast. Both front desk employees then handed me a receipt for each room, of which I see that each one of them charged valet service to each room. I let them know that I only have one vehicle so not sure why I should pay twice. They quickly refunded one room. All of this to say your one valet guy outside may be doing his job but the issue starts at check-in not when I am leaving, taking my luggage back and forth. Truth be told last month when it was freezing out the valet literally ran from his little closet area to the parking lot to get my vehicle and I gave him a large tip for his service. This time no tip and your valet lost you a customer.