酒店回复: I recognize your time is valuable and appreciate the feedback you have provided. Receiving warm and friendly service from our staff sets the tone for a great stay. This was not your experience, and I sincerely apologize for failing to meet your expectations. I have shared your feedback with the associates, and as a teachable moment, we have discussed our service standards and reviewed improvement opportunities in the service they provide. I am confident that these necessary steps will ensure your experience is an isolated incident. I hope you choose to stay with us again, whenever your travels bring you back to the area.
5.0分
其他
gas stop. quick and easy. plenty of pumps. bathrooms are clean. store is clean. plenty of food and gifts inside. easy on and off hywy
1.0分
家庭亲子
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We checked in on Sunday to visit our daughter that goes to SIUE, this was located very close to campus. We dropped our bags off and spent the day in St. Lewis and arrive back later that evening and played a game with our daughter then about to have her leave and get ready for bed we noticed a bug crawling on the bed. We trapped it and put it on the table to figure out what type of bug it was. We took a lot of pictures and found that it was a cockroach nymph! We then started to look around the room, the bed, bathroom and then found several more in the kitchen. One has trapped itself in a glass and the other were crawling in a hole by the shelf. We packed our things, because we're not sleeping with bugs in our room (#218) I spoke with Carmen at the front desk and she didn't look surprised when I told her we had baby cockroaches in our room. All she said was the hotel is completely booked and she didn't have another room for us. I said I would like a refund and she said the Phillip the manager would be in tomorrow at 3pm and I could call him. All the hotels in the area were booked and we had to drive to Alton for another room. I sent an email to Phillip and didn't hear anything back until almost 7pm and by email he was only going to give me a 30% discount. I then called and spoke with Phillip, ask why I couldn't have my full refund and he said because we checked out after midnight that we stayed and he spoke with the bug guy and his house keeping service and they said oh, it's not an infestation. I'm sorry, but it shouldn't matter when we discovered the roach, just that this hotel has them and are unwilling to give you a refund because they need to still make some money. This is not good business! I have also started a claim with Marriott to investigate so that I can receive my full refund, but I have to wait 72 hours. I will include the pictures we took, beware of this hotel!
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酒店回复: Thank you for taking the time to share your feedback. I truly appreciate the opportunity to speak with you and address your concerns directly. Once again, I want to sincerely apologize for your experience during your stay. This is not the level of service we strive to provide, and I regret any inconvenience it may have caused. I’m glad we were able to resolve the matter, and I appreciate your understanding. Your feedback is invaluable, as it helps us improve and ensure a better experience for all our guests. We would love the opportunity to welcome you back in the future and provide you with the exceptional stay you deserve. Please don’t hesitate to reach out if there’s anything else I can do for you. Safe travels and thank you again for your time and feedback. Best regards,
5.0分
情侣出游
Very nice, new hotel. Rooms were very clean. Breakfast was a bit small on options, but good stay overall.
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酒店回复: Thank you so much for your kind words! We're thrilled to hear that you enjoyed your stay with us. Your positive feedback means a lot to our team, and it motivates us to continue providing excellent service. We hope to welcome you back again soon!
2.0分
家庭亲子
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The Hotel is good and beds are comfortable. however the customer service this time around was horrible. Philip the manager who checked us in definitely needs some training. he doesn't know how to talk to the guest. very rude and felt very unwelcome. We even observed him shouting at one of his coworker very harshly/loudly in front of all the guest at the lobby. He should have handle it behind the closed door. very unprofessional. We have been coming to Edwardsville for past 2-3 years and stay at the hotel couple of times a year and now with this unpleasant experience we might have to look for other options around the area.
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酒店回复: Dear Mr. Pradhan, Thank you for your continued loyalty and for sharing your experience. I want to sincerely apologize for both the check-in experience and the interaction you observed in our lobby. I'm truly sorry that your arrival did not feel welcoming this is not the service standard we hold ourselves to, and I understand how that affected your stay. Additionally, what you witnessed in the lobby was unacceptable. Internal matters should never play out in front of guests, and I apologize for the discomfort that caused. Please know that the situation has been addressed directly and corrective steps have been taken. We value your patronage over the past few years and regret that this visit did not reflect the level of service you expect and deserve. I hope you’ll consider giving us another opportunity in the future to provide the comfortable, respectful experience you’ve come to know from us. Warm regards, R. Drew Williams General Manager TownePlace Suites Edwardsville
4.0分
家庭亲子
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The hotel is in a good location. Beds were comfortable and the room was clean. I didn’t see any evidence of bugs, etc. The only reason my review is 4 stars instead of 5, was because of the hallway deodorizer they were using was overwhelming. I wasn’t sure what smell they were trying to cover up, but for someone with a sensitive nose it was overpowering. Overall, I highly recommend, and I would definitely stay here again!
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酒店回复: Dear Ajanderson1078, Thank you for taking the time to share your feedback and for choosing to stay with us. We're thrilled to hear you enjoyed our clean accommodations, comfortable beds, and convenient location. Your recommendation truly means a lot to our team. We also appreciate your honest comments regarding the hallway deodorizer. We understand that scent sensitivities can impact comfort, and your input helps us strike a better balance for all guests. I’ve shared your feedback with our housekeeping and operations team so we can revisit the product and its application. We look forward to welcoming you back on your next visit to Edwardsville. Please don’t hesitate to let us know if there’s anything we can do to make your stay even more comfortable. Warm regards, Drew Williams General Manager
1.0分
家庭亲子
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DO NOT book here, especially if you are a person of color. They will appear to seem inclusive by allowing a person of color to mange but they will hold people to a different standard when you visit their location. My family and I arrive at this location on Friday and towards the completion of check out, they required my husband to sign a noise ordinance. We did not mind and thought it was great until we noticed the rules only applied to those who are of color. My family and I followed EVERY rule and we were happy to abide. However, we were met with a large group of those who were allowed to gather outside underneath our room and hold a party until 2am. I even reached out to the manager Mr. Williams who wanted to highlight that he was a Black man from the area and of course he believes this group was justified in their wrong doing. We have a voice recording of the front office desk saying she was even frustrated and have contacted her manager several times. Mr. Williams lied and we understand that he needs to keep his job but at what expense? The expense of allowing a family to have little to zero sleep and put in danger of having to travel the next day because his property refused to do their job? They will enforce the rules but if you are of color, they will call the police.
We did not agree with their immediate decision and said we will just file a formal complaint. The VP of operations, Mr. Cleave, then threaten to steal from us because we did not like his decision.
1.0分
家庭亲子
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I recently stayed at TownePlace and had a very disappointing experience at check-in that I feel needs to be addressed. I had booked three rooms in advance through a third-party site, but upon arrival, the front desk agent, Philip, only checked us in for two rooms, claiming the third room had already been checked in by someone else.
We later found out that a family member—who had arrived earlier—booked a separate room because they were told they couldn’t check in under my reservation. I asked Philip if there was any way we could access the third room. Instead of helping, he flatly said we would have to pay their current rates and that even if there was an issue with the third-party booking, it wasn’t their problem. He refused to review the confirmation numbers I had on hand and kept repeating himself in a dismissive tone.
When I asked if the reservation might be under a different name (as sometimes third-party systems split names), he continued with an attitude, saying things like, “Why would you book under a different name?” I explained that I hadn’t, but that the system may have used my maiden name for one room and my married name for another. He showed no willingness to assist or even listen properly.
After I insisted multiple times, he finally checked the system again—and confirmed the third room was under my name. Still, he said we couldn’t have it unless the person who checked in came back, despite me being the reservation holder. His tone and refusal to work with m
4.0分
其他
Great stay other than the TV signal didn’t work and when desk staff was notified there was no attention.
入住人员很生气，大堂里有一股我们无法辨别的气味，早餐很难吃，床和床单都破旧了。他们没有承认我是奖励会员，不得不要求赠送迎宾礼物。工作人员表现得好像我很幸运能被允许进入。房间地毯上有污渍。一天早上 6 点火警响了，退房时没有提及或道歉。
房间很棒，除了登记入住服务员态度冷淡。晚上过得很愉快，直到我下楼吃早餐。周五早上 8:30，他们没有热早餐食品，也没有咖啡，只有一位女士在早餐区工作，她可以照顾到那些付了钱的客人，让他们把早餐包含在住宿内。我通常住在希尔顿，但这次尝试了万豪酒店，他们在早餐等简单的事情上失败了。
gas stop. quick and easy. plenty of pumps. bathrooms are clean. store is clean. plenty of food and gifts inside. easy on and off hywy
We checked in on Sunday to visit our daughter that goes to SIUE, this was located very close to campus. We dropped our bags off and spent the day in St. Lewis and arrive back later that evening and played a game with our daughter then about to have her leave and get ready for bed we noticed a bug crawling on the bed. We trapped it and put it on the table to figure out what type of bug it was. We took a lot of pictures and found that it was a cockroach nymph! We then started to look around the room, the bed, bathroom and then found several more in the kitchen. One has trapped itself in a glass and the other were crawling in a hole by the shelf. We packed our things, because we're not sleeping with bugs in our room (#218) I spoke with Carmen at the front desk and she didn't look surprised when I told her we had baby cockroaches in our room. All she said was the hotel is completely booked and she didn't have another room for us. I said I would like a refund and she said the Phillip the manager would be in tomorrow at 3pm and I could call him. All the hotels in the area were booked and we had to drive to Alton for another room. I sent an email to Phillip and didn't hear anything back until almost 7pm and by email he was only going to give me a 30% discount. I then called and spoke with Phillip, ask why I couldn't have my full refund and he said because we checked out after midnight that we stayed and he spoke with the bug guy and his house keeping service and they said oh, it's not an infestation. I'm sorry, but it shouldn't matter when we discovered the roach, just that this hotel has them and are unwilling to give you a refund because they need to still make some money. This is not good business! I have also started a claim with Marriott to investigate so that I can receive my full refund, but I have to wait 72 hours. I will include the pictures we took, beware of this hotel!
Very nice, new hotel. Rooms were very clean. Breakfast was a bit small on options, but good stay overall.
The Hotel is good and beds are comfortable. however the customer service this time around was horrible. Philip the manager who checked us in definitely needs some training. he doesn't know how to talk to the guest. very rude and felt very unwelcome. We even observed him shouting at one of his coworker very harshly/loudly in front of all the guest at the lobby. He should have handle it behind the closed door. very unprofessional. We have been coming to Edwardsville for past 2-3 years and stay at the hotel couple of times a year and now with this unpleasant experience we might have to look for other options around the area.
The hotel is in a good location. Beds were comfortable and the room was clean. I didn’t see any evidence of bugs, etc. The only reason my review is 4 stars instead of 5, was because of the hallway deodorizer they were using was overwhelming. I wasn’t sure what smell they were trying to cover up, but for someone with a sensitive nose it was overpowering. Overall, I highly recommend, and I would definitely stay here again!
DO NOT book here, especially if you are a person of color. They will appear to seem inclusive by allowing a person of color to mange but they will hold people to a different standard when you visit their location. My family and I arrive at this location on Friday and towards the completion of check out, they required my husband to sign a noise ordinance. We did not mind and thought it was great until we noticed the rules only applied to those who are of color. My family and I followed EVERY rule and we were happy to abide. However, we were met with a large group of those who were allowed to gather outside underneath our room and hold a party until 2am. I even reached out to the manager Mr. Williams who wanted to highlight that he was a Black man from the area and of course he believes this group was justified in their wrong doing. We have a voice recording of the front office desk saying she was even frustrated and have contacted her manager several times. Mr. Williams lied and we understand that he needs to keep his job but at what expense? The expense of allowing a family to have little to zero sleep and put in danger of having to travel the next day because his property refused to do their job? They will enforce the rules but if you are of color, they will call the police.
We did not agree with their immediate decision and said we will just file a formal complaint. The VP of operations, Mr. Cleave, then threaten to steal from us because we did not like his decision.
I recently stayed at TownePlace and had a very disappointing experience at check-in that I feel needs to be addressed. I had booked three rooms in advance through a third-party site, but upon arrival, the front desk agent, Philip, only checked us in for two rooms, claiming the third room had already been checked in by someone else.
We later found out that a family member—who had arrived earlier—booked a separate room because they were told they couldn’t check in under my reservation. I asked Philip if there was any way we could access the third room. Instead of helping, he flatly said we would have to pay their current rates and that even if there was an issue with the third-party booking, it wasn’t their problem. He refused to review the confirmation numbers I had on hand and kept repeating himself in a dismissive tone.
When I asked if the reservation might be under a different name (as sometimes third-party systems split names), he continued with an attitude, saying things like, “Why would you book under a different name?” I explained that I hadn’t, but that the system may have used my maiden name for one room and my married name for another. He showed no willingness to assist or even listen properly.
After I insisted multiple times, he finally checked the system again—and confirmed the third room was under my name. Still, he said we couldn’t have it unless the person who checked in came back, despite me being the reservation holder. His tone and refusal to work with m
Great stay other than the TV signal didn’t work and when desk staff was notified there was no attention.