Ameristar Casino Resort and Spa

Worst Customer Service in St. Louis

I don't know where to start, but I'll offer up some thoughts for those who consider making the mistake of staying at this hotel. Yes, the rooms were nice and the hotel had a full array of services including multiple restaurants, spa, etc. If these are the only things important to you, then pay the above average price and stay. On the other hand, I have been traveling for years and have stayed in everything from one stars through the worlds finest properties. The first night I decided to order room service. The phone rang over 50 times before the phone rolled over and I was told by the person on the other end that "the person responsible should be around". Without trying to help track this individual down, I was transfered back to the same extension. The phone rang forever. I put the phone down, waited five minutes and tried again. This time I was successful. After ordering from a verbal menu (the room service menu in the room was not current), I was told the order would take 30 minutes. After an hour, I decided to call to check on my order. I was told that the "cook made a mistake with the order and they would have to start over....It will be 15 minutes....." They then hung up on me with out an apology or a partial credit to accomodate the delay. The food did come within the new time. Again, no apology, explanation, etc. I was hungry. I wanted to go to sleep. These things happen from time to time. Upon waking up (early), I called the front desk for a extended checkout. The checkout time was 11 AM and posted and I wanted to checkout at noon. In speaking with the first person I contacted at the front desk, I was told that "they had extended all the late checkouts that they could". Not only was the individual rude, but the night before I was told by the front desk that the hotel was relatively empty. I asked politely to speak with her manager as I had my young son with me and I needed the extra hour to pack, arrange my schedule, etc. Upon speaking with the supervis

needs improvement

For the price, the bed was not very comfortable and there were not very many tv channels. We requested a non-smoking room, but at check-in, they did not have one available, so we got stuck with a smoking room. For that price, they should guarantee the room you think you are going to get.

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