The Ritz-Carlton, St. Louis

We are Platinum members and have stayed at many of the Ritz properties in the US / abroad and unfortunately the St. Louis Ritz does not meet the standards I expect at a Ritz. I would like to acknowledge some shining stars - notably - the efficient and friendly valet staff, and the wonderful staff in the club lounge - namely Xavier who provided the type of service I appreciate in the club lounge (by the 2nd day he had our morning coffee orders memorized and prepped, and was above and beyond helpful throughout our stay). However - there were several missteps with front desk, housekeeping, the "hard" product of the club lounge and with the managerial staff. Housekeeping: came late and on the first day requested did not come until evening, no turn down service at all during our stay. . Front Desk: I booked last minute using points, and spoke with the front desk about the cost to upgrade to club access. I was quoted one price by the staff person I spoke with, but when I arrived - there was no note of it in my record and the 2nd staff member could neither locate who I spoke with nor figure out how to charge it. I signed a form for $150 / night/ room but when I checked out they charged me double that ($150/ night/ person). After half an hour with the manager there was not a satisfactory resolution - I was promised she would track down the form and follow up with me - to date - no follow up (I will update this review if she actually gets back to me). The Club Room: excellent service but both physically smaller than others and the food offerings notably of lower quality and quantity than other Ritz Carltons. I will pass on a future stay at this one.

I cannot in good conscience recommend this hotel if you are expecting a top notch Ritz Carlton experience. Everything was "just fine" but nothing was outstanding. We visited the lobby bar and the bartender was not attentive despite the bar having only 5 people. Another time I walked down and asked for a cup of ice (not realizing the were ice machines on every other floor). Same guy says, "well there are ice machines on every other floor" and started to walk away rather than offer to get me the cup of ice I asked for in the first place. I had to say, "hey well can you get me that cup of ice anyway". In regards to the overall property and room, the cleanliness and comfort were subpar. The elevator had wrapped peppermint candies on the floor and the doors were smudged, our room bed was the most uncomfortable hotel bed I've been in in a very long time. We travel frequently and this one was the worst. The bathroom was really not in good shape. The wallpaper in the commode area had a giant stain, the sink had a crack. As a matter of fact, we came back from dinner to find our bathroom sink full of water???!! and our bathroom floor wet. The crack in the sink had apparently finally given way and water was all over the floor. Still unsure as to how the water got in the sink in the first place, something clearly backed up since the stagnant water was full of black particles. The cleaning folks left their cleaning solution in our bathroom. All of these things individually don't seem so bad, but when you stay at this particular brand your expectations are for a high level of service. We were here for a difficult family situation and were really hoping for the relaxation and comfort a Ritz usually provides to make our difficult time here easier, and instead dealt with disappointment and annoyances.

Will not be able to review as our reservation for this weekend (as well as that of 30 other rooms booked for a wedding) was cancelled due to some sort of contract the Ritz has with the NHL and the local hockey team making the playoffs... Really? The Ritz? Apparently we are all being rebooked elsewhere (and our rooms will be paid for by the Ritz), but this is beyond unprofessional and frankly inexcusable. Lost our business forever (and after scanning some of the recent reviews, it appears as if they did us a fovor).

This hotel is one of the nicer options in St. Louis, with a great location and friendly staff. I stay here several times a year, and while it’s a decent hotel, it does feel a bit dated for 2025. The TVs only offer streaming through Netflix and YouTube, and in some rooms, I’ve noticed cracks in the ceiling and yellow stains around the crown molding. While it may not quite live up to its five-star reputation, it’s still one of the better choices in the city. I just hope they update the aesthetics and refresh the rooms and bathrooms—a simple paint job could make a big difference!