Hilton St. Louis at the Ballpark

Spent one night following my husband’s company party which was held at the hotel. We checked into our room, which stank like an ashtray. I called the front desk and waited on hold for 30 minutes. Finally spoke to someone who very kindly moved us to a new room (the hotel was sold out)… which stank like an ashtray. Received breakfast voucher. Had an awful night of sleep as it seemed like someone was hovering above me smoking all night long. Since the company party was held at the hotel, discounted parking was part of the group rate; however, my husband was denied this when he spoke to the front desk. Tired and reeking of stale cigarettes, I took over this task. Received $ 50 off the room and a parking voucher. While the hotel itself was disappointing, the customer service was outstanding which is why this is a 3* review instead of a 2* review.

Stayed here for a week. Good choice as it is right smack in the center of downtown St. Louis. Just a few blocks of a walk to the Mississippi River and boats, and that huge Arch. Excellent service, totally top notch.

Yep, one star. Three elevators and one doesn’t work? Oh wait, it does? Make up your mind!
It’s like the hotel has gone through a remodel of the front lobby and everything else is waiting it’s turn. The rooms are terrible. Not as good as any other Hilton I’ve ever been to. Meanwhile the fact that the bathroom had hair in the tub and all over the floor and toilet makes for a seriously piss poor situation. Oh, and the «official rate» posted on the door is a laughable $ 899. Hahahaha!
And to top it off many people come to the roof-​top bar, because, you know why not? It’s cool, right? Um, no. The bar is likely all this hotel has going for it. But make no mistake, whether you go to it or not, if you are in a room anywhere near the top of the hotel you will hear the blazing thump of music well past midnight. Yep, you heard me, you can hear the music from the bar in your room even if said room is multiple floors below. Moreover, the aforementioned crap elevators are filled with the bar hoppers so you better expect to wait in line for at least 20 minutes up and down. Or, just take the service elevator around the corner.

Wow buddy. That is all I can say. For a manager, your ability to handle simple requests without investing emotionally is nill.
The Hilton used to be the place where stress was left at the door and everything was taken care of… now it is more of a mix of Jerry Springer and Southside with a taste of Vidor TX…
Simple requests I wish I would have requested instead of leaving due to your unprofessionalism
Have a key that works
Have a shower that works
Do not automatically presume an interracial couple has bad intent (specifically directed at the on duty manager last night and in no way reflects the amazing work the other staff did in an attempt to overcome the damage he performed in a matter of minutes)
Do not show your attitude around children
Use common sense when dealing with customers
Learn from your staff and do the Hilton name a service and remove yourself. Please understand, it is not because you are white… it is because you are ignorant.

It started with a great check in. People were pleasant and the room was clean. As the night went on, we found out the shower was not working. I went down to address it and the manager agreed to switch rooms. It was then that things went downhill. When I went down, I handed him my key card and through the process I said that I would need the key back. He insisted that I show my id to get the card back. I told him to stop playing games and took the card. At the room, I was greeted by security asking for my id as I was standing in the room with my family. The situation brought me to leave and bring my family to the Hyatt down the street.
When he cancels the room, he never asked for id.
It was obvious that he did not want us there.
I am Edward using my finances phone to post this.
The most thoughtless, inconsiderate and power hungry person I ever made the mistake of doing business with.
I just wanted a mellow, problem free night. What I received was a stack of problem on top of problem from the manager. His worker was professional and polite… Him… Not so much.

Tiolet seat is peeling and still had urine on it. Sink was filthy. Bed sheets had stains. Floor needed vacuumed. Spent most of the night cleaning up this dirty room. Do they not clean the 15^th floor and above? Gross. Super Gross. No more Hilton for us. Guess Hilton does mean trashy like the hiltons!

Dear Ryan Cantrell of Hilton at St. Louis at the Ballpark and to whom this concerns,
I am emailing you to see if you can help me.
I love the Hilton hotels I usually never have ANY issues and if I do the staff is pleasing and solves the situation. UNFORTUNATLY The Hilton at the ballpark is a misrepresentation of the HILTON name. I usually stay at the Hilton at the Arch, and I Love it there, I always wanted to stay at the Hilton Ballpark because I heard great things about your rooftop bar. I finally reserved a room at your hotel on Tuesday 10-​2-​2015 confirmation #*******************
1^st problem was when I arrived to my room, there was 2 garment bags in the closet. I called your desk and they said they will handle it. They couldn’t give me a reason why someone’s bags are in the room. I then call back and they said there was a mix up with the room, and asked to give me another room since I was sure someone was going to try to get into this room, The clerk ASSURED me that wouldn’t happen, and the room would be fine. An hour later someone tried to get in the room, I opened the door, and It was the owner of those bags! Why was I Lied too? I told the gentleman that the front desk has his bags, he was upset saying that this wasn’t the first time this happen! What kind of security issues do you have here? I should have checked out after this.
2^nd problem, as I stated earlier, I wanted to enjoy the rooftop. Unfortunately there was a private party that booked the entire floor, with NO WARNING TO GUESTS. If I knew that when I checked in, I would have went somewhere else. Why don’t you inform your customers of what is going on in your hotel?
3^rd problem. The room was horrible. I have stayed at hotels for 40.00 that were nicer than this. The sink was cracked, drapes were dirty, the carpet below the beds looked like they were never vacuumed. I was disgusted! Also the hvac fan was as loud as a truck. The shower took over an hour to drain. The remote didn’t work, so I didn’t watch tv. Your elevator system is confusing for anyone getting on. I’m sure all guests complain of this. How can you CHARGE 200.00 a night for this?
4^th problem. As I get ready to have a drink at the rooftop and wasn’t able to enter the elevator, I discussed the issues I had with the gentleman clerk at the desk, he apologized and said he can give me a 50.00 credit for food n drinks and 40,000 hilton points for my troubles. I said thanks and I should see them on my bill. Well, I check out in the morning, and YOUR SYSTEM WAS DOWN!!! I couldn’t get a receipt.
5^th issue. Not entirely your fault, but the Arch Park was under construction? I didn’t read or hear about this when I booked the room. Again, I would have not stayed here if I knew this before checking in.
Please respond to all email or call me about these issues, and let me know how you are going to rectify this situation. Depending on this outcome determines if my staff or family will ever stay at another Hilton property again.
Looking forward to a response.

This update is due to Jeff Moll, the manager at Hilton Ballpark for reaching out to us. He addressed our concerns and was able to offer solutions. Hilton should be lucky to have such a manager on staff. It was unfortunate he wasn’t working that weekend, if he was I’m sure he would have been able to solve our problems.

Staff was couteous and friendly. Hotel amenities are great and a perfect location. Love club 360 on the top floor would strongly recommend this hotel to anyone.
Also got a great shoe shine in the lobby. Can’t go wrong with the Hilton.

If I could review the service staff separately from the hotel itself, I totally would. The valet/​luggage team is fantastic. They are very attentive to all guests and help everyone feel welcome from the moment they arrive in the driveway.
The elevator and hotel rooms, however, leave something to be desired. We visited for a baseball game and the elevator set up is an absolute nightmare with a stroller. We were waiting over half an hour before finally just using the service elevator. Unless you can use stairs, good luck getting to and from your room.
The room itself wasn’t too bad, The quality was just surprisingly low for a Hilton. For example, only one of the outlets worked. The staff obviously was aware because they had utilized the cheap extension cords run under the bed to power the lights in the room.

Place was clean and the view was great. Got room on points and saved a ton of cash. Room service charge is higher than any place I’ve been too. To drunk from game to walk down. Lol

Horrible experience for the most part. We came in to eat at the 360 Bar overlooking the city, Gateway Arch, and the Busch Stadium, and don’t get me wrong – the views are spectacular. The staff was very welcoming, and the bar offers both indoor and outdoor seating. But right after our order was taken, we had to evacuate by stairwell and descend around 30 flights of stairs. My family consisted of me, my teenage sister, my five-​year-​old brother, my parents, and my grandparents. We all took the evacuation seriously, and I was surprised that my grandparents were able to reach the bottom without any complications along the way. My little brother was extremely frightened during the ordeal as he did not know why we were suddenly going down those flights of stairs. I carried him halfway down, then my father took him the rest of the way.
Although this experience was terrible, another major reason I am writing a review is because the employees did not know what exactly was going on. The employees upstairs handled the situation well and evacuated us almost immediately, but some staff members were constantly asking each other if whether or not this was a drill. On the way down (the 5^th floor I think it was) three housekeeping staff members opened the door to the stairwell and asked us if this was a drill. When I told them that I did not know, they simply said «Oh» and appeared apathetic to the whole situation. Another employee in one of the higher floors stood at the stairwell doorway with a bewildered expression.
After what seemed like eternity, we finally reached the main lobby, and to my surprise, the only people I saw were the lobby staff members and the 360 customers. Where were the other hotel guests and employees – everyone else? I was baffled. I was also worried for my traumatized little brother and my grandparents, and even went as far as assessing their vitals to ensure they were okay. An hour later their hamstrings began to strain, and my grandmother suffered a headache and nausea. Shocked and flooded with adrenaline, we decided not to return. And we probably never will.
Indeed, the evacuation was unexpected and somewhat nerve-​racking, but it was made even worse by the confused staff members who seemed to not know how to follow emergency protocol, even if it was just a drill that they were not aware of. The only patrons downstairs were those from the 360 Bar, suggesting that some hotel guests were probably not even evacuated from their rooms. No one told us to exit the lobby. No one apologized for the inconvenience. No one seemed to care. Whether or not this was a drill, The Hilton St. Louis at the Ballpark needs to better train their staff members in dealing with emergencies. If this is what Hilton Hotels and Resorts had in mind regarding «global hospitality,» then I would not want to step foot in one ever again.

This hotel is fabulous! Beautifully appointed lobby, bar, and restaurant on the first floor. The rooms in the West Tower are defnitely better, and the elevator is faster because its less busy. My room had a pristine view of the Arch, and the 360 Lounge does have wonderful views as well. I had delicious breakfasts every day. The customer service was the BEST I’ve ever experienced. Each and every staff person was friendly, welcoming, accomodating, and helpful. Thanks Hilton.

This last trip to St. Louis I really hopped around when it came to where I was staying in town. I planned on a ball game so I decided to stay at the Hilton. I also knew that I was going to be having some drinks and 360 is gorgeous. Home to me is overlooking that gorgeous Busch Stadium so I was in heaven. I typically like Hilton’s in general. This one doesn’t disappoint. They have a Starbucks as well which is convenient. If you stay here definitely check out 360. It’s one of my favorite restaurants in the city with the best view.

Arrived at 4:30 pm and was told that our rooms were not ready. I’m a diamond member in hiltons rewards program and that didn’t help. Had to wait till after 5 pm to get in our rooms. Then I asked for a late check out the next day, I was told no. I was in my room for about 14 hours before getting kicked out. No compensation, no drink vouchers, no extra points, no NOTHING. Will NOT stay here again and I am considering changing hotel brands. I told them that I stay in Hilton properties like 100 times a year… they couldn’t have cared less.
Update: I received a Unilocal response from Hilton faster than I got into my room. Just an apology nothing else. No give us a call and we will make this right, NOTHING again. Just a please try us again when your back in town. If the management would use their people correctly they might not have these problems. Six people at the front desk trying to explain why you can’t have a room. We were told that they had rooms ready but didn’t know which ones because housekeeping wasn’t answering their calls. Here is a bright idea, get off the front desk and go check to see if the rooms are ready…

The hotel in general is nice. The rooms need updated. Both the room and bathroom are covered in wallpaper and bland prints. The tv in the room is entirely too small for the room size. I did like the roof top restaurant but was a little annoyed how small every item was. It took 3 things to fill me up which is rediculous

Update: received an email from the assistant GM yesterday aknowledging my Unilocal review and condition of property. I was also offered compensation for my stay.

I honestly expected more for the Hilton name in the hotel. The two hotel towers appear to be worlds apart. While the tower we stayed in had an exact view of the beautiful Arch, our room itself was not so beautiful. It might have been clean but décor came straight out of the 1980’s. Being a rewards member in St Louis means nothing apparently. The other tower was a bit louder, didn’t have the Arch view, but the rooms were a complete 180 from where I stayed.
Disappointing to say the least. It seems that Hilton has updated the public areas, the amazing rooftop brew-​pub, and the other tower. Everywhere but where I stayed. The valet guys [staff in general] were superb though.

This hotel does not live up to the Hilton name.
First off, if you are someone who loves getting fall down drunk at baseball games, communicate with your friends exclusively via screaming, then throw up in public, this hotel is HEAVEN for you. You can stop reading here.
If that does not describe you, then read on.
The first room I was put in was in the East Tower, and it was gross. Mismatched floral furniture, broken fixtures, spots of black mold in the shower, and an air conditioner that rattled and shook. (507)
Thankfully the front desk staff was nice enough to switch me to the West tower. The room was much better — clean, airy, with modern furniture. The paint on the bathroom ceiling was peeling, but I’d take that over mold any day.
After a game be prepared for perpetual crowds of hollering drunks hanging around the hotel. One night a drunk girl even threw up right outside the lobby doors. I didn’t stick around long enough to see if it got cleaned up.
The rooftop bar is cool, but you can’t get to it from your floor. Instead, you need to head back down to the lobby to be let up. It’s an annoying inconvenience, but I appreciate there being some screening of the crazy drunk fans after a Cards game. The view is spectacular, and there are two free standing binoculars available so you can see the action.

I can’t really say anything terrible about the hotel. I came with a group of hockey fans, and the hotel placed us in the back tower, facing the ballpark. Unfortunately it was in the middle of December, snowing, and I think it was 19 degrees, so no ballgame for us.
The rooms were nice, and I don’t think I’ve stayed in a crummy Hilton. There was a coffee machine in the room, which is always nice. In the hotel, you can take a special elevator to the restaurant, and have a great view of the Arch. There’s outside dining, but again, at 19 degrees, my Southern California thin blood wouldn’t be able to take it, even with my parka.
The lobby was nice, plenty of sitting area, and walking distance to some bars and restaurants, including Hooters, which was open late for our post hockey game snack.
MInus one star in that St. Louis isn’t all that great of a city after dark… but I’m guessing you need a car to find the hot spots in the city. In this part of town, Hooters and some bars didn’t quite cut this as a «happening» town.