Reviews

If youre like my wife youre always looking for the best hotel when youre away from home. We recently decided to try the Drury hotel in ******** ******** while visiting family during the holidays. Our flight was late arriving, so my wife called Drury to notify them wed be checking in late. Upon arriving at the Drury hotel, we were met with a locked front door at 11:30PM. Apparently, this is their policy; however, there was no one at the front desk to answer the courtesy phone. Consequently, my wife and I waited in the cold to be let in. My wife called Drury on her cell phone, and I called on the courtesy phone provided. We were there for 10 to 15 minutes freezing in the winter night air. Eventually, the front desk clerk slowly strolled toward the front desk, and you would expect her to quickly open the door, but no, she decided to rudely yell at us, do you have a reservation? My wife, now irritated, yelled back yes through the still closed doors. The clerk opens the door after a few moments, and we walk in. My wife asks why we had to wait outside in the cold so long. At this point you would expect an experienced hospitality worker to defuse this situation with apologies and pleasantries, but this clerk decides to adopt an attitude and start arguing with my wife. After two or three minutes of having to endure an attitude and verbal abuse from the clerk I decided to chime in. I can only assume that this clerk was someones good friend or family member to be hired into a job that requires people skills, which she clearly did not possess. Again, a trained hospitality worker would never conduct themselves in this manner. This clerk decided to show us whos boss and refused to check us into the room that we had already paid for. I cannot articulate in words how unfit this clerk was to be in this position.

Better Business Bureau Re: Drury Hotels, Response to Customer ******************* ********* Dear *** or Madam:My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury **********************************************). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB. We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB. I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all ************************* are sorry that Mr. **** ********* is upset about his experience with the Hotel, but it appears we followed our company policies regarding safety and security. Mr. ********* states in his complaint that he and his wife arrived at the Hotel late in the evening and discovered the front door of the Hotel was locked. He used the courtesy phone provided to contact the front desk to be let in. Mr. ********* claims he waited 15 minutes for assistance and further alleges that the front desk clerk who let them into the Hotel was rude to both him and his wife and refused to check them into their prepaid room.Drury is proud of its security and safety policies, designed to protect both guests and team members. The companys success relies heavily on creating an environment where all guests feel safe. One important safety measure in place is ensuring only registered guests are granted access to our hotels in the evening. At 10:00 pm each night, our hotels lock the front door and only registered guests with active key cards are able to access the hotel. Any non-registered guests are required to use the phone provided in the entryway vestibule to call the front desk and request entry. Before allowing any non-registered individuals to enter, our front desk team members are required to obtain and record the individual identification information and verify that the individuals are checking into the Hotel. A review of the camera footage shows that the front desk team member was present and granted Mr. ********* access within four minutes. During late evening hours, the front desk team member manages multiple responsibilities and had momentarily stepped away to submit a kitchen order before closing. Regarding the claim of unprofessional behavior, we regret that the interaction with our employee did not meet our hospitality standards. During the interaction, the police were calledthough it is unclear whether by Mr. ********* or the employeeand they engaged with both parties. Subsequently, Mr. ********* chose to cancel his reservation. In a gesture of good faith, the Hotel refunded Mr. ********* reservation. Further, the Hotel conducted an internal review of the incident and followed up directly with the employee. For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Mr. ************ always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,******* ****** Paralegal

I usually stay at the Drury Hotel in ******************* location. I had the most terrifying experience. While in the room, a man walked into our room and my husband was there alone watching television. My husband immediately stood up and confronted the man, hesimply excused himself and said he was the maintenance man, however we never called maintenance! When I arrived back to the hotel from picking up lunch, my husband told me of the incident. I immediately went down stairs to alert the front desk. The attendant said she would use a device that she could tell how many times our room door was opened and the times. Once she did that her attitude changed and she said she couldnt share that information with me. She then told me the maintenance man went to the wrong room for a television issue. I asked what color does maintenance wear and the physical appearance of the maintenance man, none of the colors or physical features matched what my husband described and they were standing face to face inside the room, not at the threshold, the man was inside the room in front of the bathroom. The hotel couldnt produce the man they said entered So I only could imagine the shock and horror and possible heart attack if I was alone in that room when that man walked in. We simply got an apology but no real resolution. They hotel staff simply swept it under the rug and never admitted to a safety issue. My family, extended family and friends were alerted of our incident and was horrified of our incident, Will never stay there ever again! Lacks security!

Better Business Bureau Re: Drury Hotels, Response to Customer ******************** **** Dear *** or Madam:My name is ******* ****** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury ********************************* I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB. We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB. I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all ************************* are sorry that Ms. ***** **** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding. Ms. **** states in her complaint that an unidentified man, who introduced himself as a hotel maintenance employee, entered her room while her husband was there alone. After briefly speaking with Ms. ***** husband, the man left. The maintenance employee was reportedly on the floor to repair a television and mistakenly entered the wrong room. Upon realizing the error, he immediately apologized and exited. After Ms. **** returned to her room and was informed of the incident, she went to the Hotel front desk. The Hotel confirmed that the key used to access the room belonged to the maintenance employee and confirmed the employee was on the floor to fix a TV. Ms. **** expressed concern that the description of the maintenance employee provided by the front desk did not match the description her husband had given.Drury is proud of its all-encompassing security and safety policies, designed to protect both guests and team members. The companys success relies heavily on creating an environment where all guests feel safe. One important safety measure is Drurys key audit system which tracks the time and ownership of every key swipe. Drury remains confident that the key used to enter Ms. ***** room belonged to the Hotels maintenance employee and was in the possession of this employee at all ******** a gesture of good faith, the Hotel has refunded one night of Ms. ***** stay. For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. *********** always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,******* ****** Paralegal

Unable to keep promises. I reserved two rooms I thought thru Drury inn because that is the company name. To find out it should of been Drury hotel inn or something I had the wrong dates I called and I could not understand the person on the other end. I asked for a manager or supervisor. They were in a meeting or unavailable. I tried back 4 more times that day and the next. I called the headquarters in **. And that was when I found out I did not make the reservation thru them. They told me to re make the reservation and they would get a refund. I did that. This started in February of 2024. Now it is December and they just told me that I'm not getting a refund. I'm out ****** plus they got the money for 2 more rooms that I had to book for the right dates. I have contacted **** at the st. Louis office every email had her name and she was going to resolve this issue. Still not resolved. Never staying with this company again

Dear Ms. ********* Our records indicate that we have reached out to the third-party site several times requesting that they refund you. There are also notes on both cancelled reservations that we have approved a refund should someone with the third party reach out to get approval. At this points you will have to reach out directly to the third-party site to get your refund. We did not receive payment for these reservations.

Payed for and completed 4 night stay and never received points for stay

Dear *** *****,Please reach out to us and share the location and dates of your stay. You can contact us at ******************************************** Our Drury Rewards program do not apply to third party sites, but we would be happy to look into your concerns.Sincerely,***** ***** Drury Hotels Company, LLC

This is not the first time the jury hotel has shown disgusting discrimination towards a disabled person. Poor ****** **** who's a quadriplegic in a wheelchair 7 years old. They kicked this lovely child out. Now I know this is going on with their hotels. Because it has happened to me. Do not support the Drury hotel. They kick out disabled People, with PTSD. They have done nothing but throw up walls and stops in every way. Not one of them have offered an apology in any way. This is a quote from the website that supports little Ruby: Llinny *** *******.: Apparently Drury Corporate doesnt have a policy, a handbook or classes about how to value Special Needs individuals. We were told it was up to individual hotels discretion. This friends is illegal and violates the American Disabilities Act.I think what gets me the most is that they automatically presumed I was wrong and their employees were right. They weren't willing to listen to a single word. I said. Worst customer service I think I have ever dealt with. Apparently this is severe. And apparently this is a very very very bad problem that is happening with this company. How sad. The manager's name was **** *****, he said to me "who are they going to believe you or all of us.?!?!"Still I am in complete disbelief that this even happened. Just think a simple apology from from the original employee, everything would have been okay. The problem would have been solved. But they double down. And they thought that I wouldn't go to the media and I wouldn't go to a lawyer and I wouldn't do my research. There's something very wrong with this hotel. Very wrong. I wouldn't give them a single *****. The employee that was so disrespectful unkind and lied over and over again with *** *. She's been there 17 years, Probably the most discrimination I have ever felt from another human being was from her. How sad. She told me I didn't even look disabled. How disgusting. The other one was ******** asst ******** All lied

Better Business Bureau Re: Drury Hotels, Response to Customer Complaint – Ms. Lasha Martin Dear Sir or Madam: My name is Jerusha Clarke and I serve as Paralegal for Drury Hotels Company, LLC (“Drury”). Drury manages the Drury Inn & Suites Meridian (“Hotel”). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the “BBB”) and has an A+ rating with the BBB. We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB. I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all Drury hotels. Drury is a family-owned and operated hotel business. With over 50 years in the hotel business, Drury proudly employs a diverse and inclusive team of professionals who are considered members of the Drury family without regard to their race, national origin, disability, religion or any other protected characteristic. This fact is evidenced by Drury’s recognition as a Best Employer for Diversity© by Forbes Magazine. In her complaint, Ms. Lasha Martin alleges that the Hotel violated the American with Disabilities Act and discriminated against her due to her disability. She also referenced a website making similar allegations against Drury, including claims that Drury lacks policies and procedures for engaging with individuals with disabilities. Drury is proud of its inclusive culture and core values, which include providing a travel experience that is free of all forms of discrimination and unprofessionalism. To be clear, Drury’s success depends in a large part on providing service that makes all guests feel welcome. Drury has robust policies in place to ensure all our team members appropriately engage with individuals with disabilities. With these core values in mind, we adamantly deny that Ms. Martin was mistreated by our team members on account of her disability. Ms. Martin’s perception of the interactions she described is simply not accurate. On September 30, 2024, Ms. Martin approached the front desk at the Hotel and requested a room key. However, Ms. Martin was not a registered guest of the room in question. The front desk agent explained Drury’s policy which restricts issuing room keys to any person other than the registered guest. The front desk agent then attempted to assist Ms. Martin by offering to contact Ms. Martin’s husband, who was registered to the room. Unfortunately, Ms. Martin was upset by this response and proceeded to act aggressively and inappropriately with our team member. For the safety and security of our guests, we only issue room keys to registered hotel guests, and it is unfortunate that Ms. Martin believed this practice to be discriminatory. A few days later, Ms. Martin returned to the front desk and began engaging in an inappropriate conversation with the same front desk agent, making disparaging remarks. Due to the inappropriate behavior and the mistreatment of our team member, Ms. Martin was asked to leave the Hotel by the General Manager. Since then, Ms. Martin has repeatedly contacted Drury’s Customer Service team and left numerous comments on Drury’s social media pages. Additionally, Ms. Martin attempted to reach the Hotel’s General Manager through his personal social media account. We regret that Ms. Martin continues to be upset about her stay, but we are unable to engage with her further on a resolution due to her inappropriate behaviors and threats against our team. For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for Ms. Martin. As always, if you have any questions or concerns, please do not hesitate to call or email me. Sincerely, Jerusha Clarke Paralegal

Booked a room, had to cancel it due to my mother in law being disabled and could not make it. Was told there is no refund on prepaid room. Called twice The Drury in **********, manager was supposed to call back but never did. This hotel will not bend at all for thier clients and throw thier policy in your face. Dont bother booking this hotel if something happens in your life where you cant make it.

Good Morning,Can you please provide additional information on the name on the reservation so that we can look into your concerns? We are unable to locate a reservation under the name ***********. You can respond here through the BBB or reach out to us directly at customer.service@******************************** St. ************** Service Manager ********************** LLC

Terrible & Inexcusable! On 2/15/2024 I reserved a 5-night stay at Drury Hotel in ********, **. for a HANDICAPPED room for $1,139.13. I conducted the transaction On-******** was under the impression that I was dealing directly with the Drury Hotel itself. However as soon as the transaction was confirmed I went into email & saw that the transaction went down double: 2) rooms for five days at $1,139.13 each for a $2,278.26. Within seconds I filed on-line for a refund of the 2nd room, & called the phone # on the web-site. But they said reservations are Non-Refundable for any reason. After much ************* they said I had to file for a Hardship report with the Drury. So I did, & received an e-mail from Drury's ******************* stating that they would authorize Priceline to credit me. On 3/15/2024, I received a credit from Priceline for the duplicated room for $1,139.13.Finally, when we showed up to the Drury on 8/22/2024 the room that I had reserved and paid for six months earlier (through Priceline) had been completely cancelled by the Drury. The said that they had fully refunded Priceline. We had to pay the full amount, even though we had paid earlier. i have been diligent in trying to work this out between many Priceline representatives (they do NOT allow me to talk to their managers), and I have discussed thoroughly with the Drury Managers, but to no avail. The Drury managers say said that they have no recourse over what Priceline did.... and likewise, Priceline said that they had no recourse for what the Drury did. I am just one of many consumers to *********** don't seem to care. Now I am going to have to pursue this in Small-Claims court. but, in the meantime I want to warn other potential customers that they need to be very cautious when dealing with Priceline because they don't provide a good "Purchase Cart" summary of what you are getting ready to commit to. In my case they simply added a second room for the same duration, which doubled my cost.

Better Business Bureau Re: Drury Hotels, Response to Customer Complaint ****************************** *** or Madam:My name is *************************** and I serve as Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury *************************************). I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB. We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB. I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all ************************* are sorry that ************************* is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys relationship with its online, third-party providers. ************ states in his complaint that he unintentionally made a non-refundable reservation through Priceline, a third-party provider. After making the reservation, ************ realized that ********* mistakenly booked two different reservations at the Hotel, charging ************ for both reservations. Immediately ************ reached out to the Hotel and submitted an Advance Purchase Hardship Request form to officially seek a refund for a non-refundable reservation. Drurys Advance Hardship team cancelled Mr. ***** duplicate reservation and directly requested a refund from Priceline. Shortly after this duplicate reservation was cancelled, ********* reached out to the Hotel asking that the remaining reservation be cancelled. The Hotel honored this request and cancelled the remaining reservation. When ************ arrived at the Hotel, he no longer had a room reserved at the Hotel. However, the Hotel was able to provide ************ a room immediately upon his arrival.It is unknown whether Priceline refunded ************ for his second reservation that was cancelled. Since Drury never received the funds from the second transaction, Drury is unable to refund ************. If ************ has not received a refund from Priceline and is continuing to have challenges with Priceline, we request that he reach out to ****************************************** so we can see if there is any further assistance we can provide by corresponding directly with Priceline. For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and we appreciate ************ reaching out to us with this matter.As always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,*************************** Paralegal

Rented a room for 2 nights, and when I called the day before to try and extend they told me they would be able to accommodate me as long as I came down in the morning before checkout When I went downstairs they told me they couldnt extend my same room, but could put me in a new one. So I told them as long as its ready by noon that would be fine Now its noon and they dont have the room and are kicking my guests out. My guests are a family with a small newborn baby, and the point of having a hotel in the first place was to accommodate them and their child. I dont understand why I was lied to twice and given the run around.

Good Morning **************,Thank you for reaching out and sharing your concerns. I apologize for the inconvenience of having to move rooms and the new room not being available by noon. It looks like they were able to get them moved over by a little after 1pm. Hope the rest of the stay was enjoyable. Again, I apologize for the troubles and hope you all give Drury Hotels another chance in the future.Sincerely,Drury Hotels **************** Team

Well if anyone is thinking of staying at one of these hotels you should make sure to note that they DO NOT have cameras outside facing any outside parking areas. Also keep in mind that they will tell you about their private security that walks around to make sure your car will be safe and not to worry, but you should still worry because they are not "responsible" to any damages that happen even if your parking in the private lot in the back used only for hotel guests with room key access. My wife and I had made a reservation for 2 nights and upon us checking in we had informed the front desk clerk about our disastrous vacation so far and we needed to know that we would be safe and not have to worry about any of us being in danger or harmed, we were told not to worry and that their security would keep a close eye on our vehicle. The night before we were to check out I had gone to the grocery store and ********* to grab my family some food and drinks. I had to make 2 trips so i brought the ********* in first and sat down to eat for about 10- 15 minutes and then when i had come out for the groceries, i had the bags and shut the drivers side door and noticed a tiny piece of glass on the ground but i didn't think anything of it. i brought the groceries in and then my mother and i drove to the atm. i went to roll down my window and it went down 1 in and i noticed it was all shattered, cost of $384. Right then, my mother and I knew we were still being followed by my sister. When i arrived back to the hotel i informed them about what had just happened and they said there was nothing they could do but advised me to make a police report, so i did. When they finally arrived my mother and i started to explain to them about everything from the whole week and the whereabouts of them but they did nothing and said here is your case number and you can follow up if you want. We tried to ask for an accommodation or refund but they were not willing to assist with anything else from us

Better Business Bureau Re: Drury Hotels, Response to Customer *************************************** Dear Sir or Madam:My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury ************ *********** ********* ******** I am proud to report that Drury has earned many top-ranking awards for our customer service, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB. We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB. I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures as it relates to customer service that applies to all ************************* are sorry that Ms. ************************ is upset about her experience with the Hotel, however it appears that there is a discrepancy between Ms. ********* and the Hotels recollection of events. ******************** states in her complaint that her car was vandalized in the Hotel parking lot. She further states that she was frustrated that the Hotel did not provide any security and was unable to help. Upon further investigation, the **************** team has confirmed that Ms. ********* car was not reported as vandalized while at the Hotel. Further, during check-in a hotel team overheard ******************** mention her car had been vandalized prior to arriving to the hotel. For the reasons set out above, we are confident that we complied with best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ******************** As always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,*************************** Paralegal