Hotel closes main attraction for wedding - general questions

The Coffee Shop
1

Let me start by saying I was disappointed, but, not outraged. I did not lash out or demand a refund. I did not raise a stink of any kind. But, this was odd to me and I am curious whether I am out in left field.

This weekend I went to St. Louis and stayed at Union Station Hotel. For those who know it, it is the former train station. The main area is a huge open area with high ceilings. There are pictures below. This is the main attraction of the hotel. During the evenings, they do a laser light show with music. It is very enjoyable and a great place to hang out and have a few drinks.

To me, the rooms are over-priced. The staff is absolutely wonderful, but, the real reason I stay there is for the main hall and the light show. We went down on Thu and came back Sun. We visited family. The only free night was Sat night. We planned on bringing the family members we were visiting (2 adults, 2 kids - the kids have never been in the hotel) over to watch the show and have a couple drinks (with the adults). Well, the hotel had a wedding on Sat. They closed down the entire main hall. Blocked everything off. Even shut down the small coffee shop in the back section that also had toiletries and snacks.

Fine. We changed plans. But, while there, we noticed a significant number of people coming in to check in and being very angry to see the main hall was closed for a wedding.

Later that evening we went to the “secondary bar” and had a nice time. We talked to the bar tenders who said the main room rental was $30,000 just for the hall, then you were required to buy food and drink. They also told us they spoke with management about shutting down the hall because so many visitors were upset. Management’s response: “The hall is an extra perk and is not included in the price of the room. So, when the hall is closed, the guest is not out anything because they were never paying for the hall in the first place.”

To me, that is asinine. The hall is the only thing that makes this hotel stand out. I do believe it is kinda shitty to not place any notice on the website when you book a room indicating that the main attraction is going to be closed. I also think it is kinda shitty to charge full price when the main attraction is unavailable.

The hotel can run anyway they want and they have made a financial decision. But, for me, it’s a bit dirty pool. While I am not outraged and not demanding a refund, I do not plan on staying their in the future because there really are nicer hotels with other amenities in the city that do not shut them down.

So, what say you? This is hotel practice ok?

https://www.stlouisunionstation.com/assets/2596/grand-hall-thumbnail.jpg

https://curiocollection3.hilton.com/resources/media/qq/STLCUQQ/en_US/img/shared/full_page_image_gallery/main/DT_stainlass001_2_690x367_FitToBoxSmallDimension_Center.jpg

2

First world problems.

3

I guess I would look at how they market the hotel rooms. If they market the hall as a feature of the hotel then I would assume you would have access or expect the room to be fairly discounted. Similarly, if they advertised a swimming pool as a feature, I would assume we had access and I would be fairly upset if they told us it was off limits due to a private party (because with our 2 kids staying at a hotel with a pool is a major criteria in hotel selection).

4

I would say the hotel should let the guests know in advance that there will be a wedding and that the hall will be closed.

It’s BS to say it’s “extra”. It’s a part of the hotel that will be disrupted and thus should be communicated in advance.

They might lose short term business but build longer term sustainable relationships

5

It would fall into well that sucks but I understand. And it was closed only one of the nights you were there.

6

I met friends at this hotel a few months ago (I live in the STL area). I’m surprised that they close the main hall and rent it out for weddings. On the website, they market it as the Grand Hall / Lobby and I wouldn’t expect a hotel to close it’s lobby. I know that the check-in area is off to the side, but I still think of the main hall as a public area and part of the lobby. If I were staying there, I’d be frustrated if I couldn’t use this area because somebody had rented it for a private event.

7

what do the rooms look like? If they’re comparable to hotels $100 cheaper then you are getting ripped off. I’d send a letter, and hope they would see that screwing loyal custom out of an amenity is not a brilliant business tactic.

8

I met friends at this hotel a few months ago (I live in the STL area). I’m surprised that they close the main hall and rent it out for weddings. On the website, they market it as the Grand Hall / Lobby and I wouldn’t expect a hotel to close it’s lobby. I know that the check-in area is off to the side, but I still think of the main hall as a public area and part of the lobby. If I were staying there, I’d be frustrated if I couldn’t use this area because somebody had rented it for a private event.

Yep. We were shocked because, as you say, this is the main attraction.

9

It would fall into well that sucks but I understand. And it was closed only one of the nights you were there.

Agreed, which is why I am not completely bent out of shape (demanding a refund, etc.). But, as I mention, a lot of people were checking in Sat for one night and were visibly upset.

10

First world problems.

100! Again, I am not demanding refunds, etc. I’m just surprised by the practice and wondered whether I was alone in that regard.

11

what do the rooms look like? If they’re comparable to hotels $100 cheaper then you are getting ripped off. I’d send a letter, and hope they would see that screwing loyal custom out of an amenity is not a brilliant business tactic.

Very nice rooms, but, overpriced. I would say $50-75 more per night that I would otherwise expect to pay for a comparable room in a hotel that did not have this major feature. This is based on traveling a lot for working and staying at a lot of Hilton Hotels. This is a Hilton Curio Collection hotel.

12

To me, this issue is not that they closed the great room, its that they didn’t tell you via email or some other mechanism it was going to be closed. I would expect this, just as I would expect to know if a hotel was going to close the pool or jacuzzi or weight room for an extended period during my stay. Its common practice and courtesy. I would be pissed at the manager for not telling you, not for closing it.

Fucking communication 101. What a dipshit. I swear, you have a good chance to start a successful business in this country with just some basic customer service practices.

13

it seems worth half an hour on a well crafted letter to whoever’s running the Curio Collection. The curio factor at this hotel is not guaranteed? Then why bother booking? I’d bet they’d be willing to protect that brand, above and beyond the usual worries about loyalty.

I’m currently doing the same with British Airways. They recently screwed thousands of customers thanks to mishandling an oncoming pilots strike. I’d hate to quit them because they’re the best option going for my usual routes. But this policy of eff 'em unless they fight is bullshit.

sorry i’m sure you know all this, I’m still on a tear with BA.

14

I would be bummed. Well at least you know the question to ask if you if you want to stay there again.

15

it seems worth half an hour on a well crafted letter to whoever’s running the Curio Collection. The curio factor at this hotel is not guaranteed? Then why bother booking? I’d bet they’d be willing to protect that brand, above and beyond the usual worries about loyalty.

I’m currently doing the same with British Airways. They recently screwed thousands of customers thanks to mishandling an oncoming pilots strike. I’d hate to quit them because they’re the best option going for my usual routes. But this policy of eff 'em unless they fight is bullshit.

sorry i’m sure you know all this, I’m still on a tear with BA.

Haha BA. I used miles to book a business class ticket for my honeymoon. Get to the gate and we’re in coach. Wouldn’t tell us why but all of business class was closed. Get on the plane and stewardess tells us its because Prince Andrew and Fergie are on board in first class and their security uses business class and doesn’t allow anyone else in that class of service.

16

it seems worth half an hour on a well crafted letter to whoever’s running the Curio Collection.

That’s a pretty expensive letter.

17

Prince Andrew and Fergie

eesh. Pretty horrible people. They’re cozying up again now that Andrew is in hot water with Epstein. Family values and all.

18

The next time you make hotel reservations, you should probably do better research. It took me 5 clicks to get to here http://www.grandhall-stl.com/about/event-calendar/

Four clicks to get to this ==> The Grand Hall is Closed for Private Events regularly. Please Click Here to View Closures.

19

The next time you make hotel reservations, you should probably do better research. It took me 5 clicks to get to here http://www.grandhall-stl.com/about/event-calendar/

Four clicks to get to this ==> The Grand Hall is Closed for Private Events regularly. Please Click Here to View Closures.

What do you want? He’s a lawyer from Wisconsin. He’s barely able to read.

20

The next time you make hotel reservations, you should probably do better research. It took me 5 clicks to get to here http://www.grandhall-stl.com/about/event-calendar/

Four clicks to get to this ==> The Grand Hall is Closed for Private Events regularly. Please Click Here to View Closures.

I’m sure you check the events calendar every time you book a hotel room. But, in this case, I was aware of that calendar and, 8 weeks ago, there was nothing listed for this weekend. In addition, staff confirmed that calendar is not always up to date and, in fact, is frequently wrong.

But, thank you for your contribution to the thread.