Reviews
This profile includes reviews for Drury Hotels Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 40 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromHarrison L
Date: 07/06/2024
1 starHarrison L
Date: 07/06/2024
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.
Drury Hotels Company, LLC
Date: 07/08/2024
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 **************** TeamReview fromDiziree D
Date: 02/04/2024
1 starDiziree D
Date: 02/04/2024
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 usDrury Hotels Company, LLC
Date: 02/07/2024
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,*************************** ParalegalReview fromSweet A
Date: 12/05/2023
1 starSweet A
Date: 12/05/2023
Horrible service at Drury Inn Meridian. The manager, ***, attacked my special needs son. My other autistic family member was traumatized. I called 800 customer service for support but got no response. Please deal with this hotel at your own riskDrury Hotels Company, LLC
Date: 12/06/2023
Better Business Bureau Re: Drury Hotels, Response to Customer Complaint ************** **** 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 **************************** review, we are unable to locate reservation information confirming ************** Addy as a guest of the Hotel. If ************ could provide her reservation information, we will be more than willing to investigate this matter further and provide a thorough response. 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,*************************** ParalegalReview fromJeff S
Date: 12/04/2023
3 starsJeff S
Date: 12/04/2023
I went with (3) stars because this is an ************* that we have stayed at numerous times. However, they really let me down this time. Im relatively certain that I left (2) memory sticks in the suite we had. I called to have them check. No one called me back. I called them again and the guy after a pause told me they werent turned in. No check with Housekeeping or Ill check with the Manager or anything like the first call where she promised the moon and delivered nothing. ***** return customer who is very disappointedDrury Hotels Company, LLC
Date: 12/05/2023
Good Morning ******************,Thank you for reaching out to us to share your concerns on the lost & found follow up. Can you please e-mail us directly at ******************************************* to provide the location and dates of stay so that we can look further into your concerns?Sincerely,Drury Hotels **************** TeamReview fromJoy C
Date: 11/11/2023
5 starsWe stayed at the Drury in downtown ********* it was incredible awesome staff and accommodations were incredible location a plus would highly recommend this hotelReview fromStewart L
Date: 09/09/2023
5 starsWe had wonderful treatment with The Drury Hotel in ******-******** **** recently as well as with their corporate office. After a 10-hour car ride, we were happy to check in and relax. We liked the friendly staff and the two rooms we had. Unfortunately, shortly after our arrival, our older daughter had an allergic reaction to something in the hotel. Maybe because it's a pet-friendly hotel our daughter's cat allergy awakened in her even though we didn't aee any cats. This was an unusal situation and the hotel was nice and clean. The staff tried their best to assist us in figuring it out and the only solution was to leave, unfortunately. The Assistant General Manager was so nice and even texted us personally after we left the hotel. He wanted to make sure all was OK and that we knew how to follow up with their corporate offices regarding refunds of the rooms we prepaid. We followed the steps he told us to take and Drury corporate refunded us right away. This is goodwill in our book and wouldn't hesitate to stay in another Drury hotel in the future.Review fromSHIRLEY M
Date: 08/24/2023
5 starsI always go to Drury Suites every 4 to 6 months. In *********** *********. I love this hotel. The staff are awesome. But, it would be nice if you can put some gluten-free items on the menu. And that would be awesome. I for one would appreciate it.I would also like to say that. Your morning person who does the breakfast is wonderful. But, it would be nice when she needs help that's your managers and assistant managers step up and help out when needed. Especially since the morning staff in the kitchen are short-handed. I know that the night auditor helps the kitchen staff in the morning. But, the night otters here needs to do his work too since you have one night auditor sometimes at night. I know we are all shorthanded at times. But, come on this is a *************** and I don't want to see it go down. Thank you for your time.Review fromJane B
Date: 08/21/2023
2 starsJane B
Date: 08/21/2023
After making my reservation for the downtown ********* Drury they advertised a Flash Sale which would have saved me $150. I called the main reservation line and they were unable to honor the Flash Sale rate. I felt it was too risky to cancel my original booking and rebook in case the room type was then unavailable. Not good business practice and very frustrating!Drury Hotels Company, LLC
Date: 08/22/2023
Better Business Bureau Re: Drury Hotels, Response to Customer Complaint ***************************** 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 ***************************** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to the rules associated with a promotion offered by Drury.******************** booked her reservation earlier this month. After booking her reservation, ******************** received a Drury promotional e-mail, detailing a Flash Sale. According to the rules stated in this promotional e-mail, only new reservations are eligible for this Flash Sale rate. When ******************** called the Hotel inquiring about applying the Flash Sale rate to her existing reservation, she was informed that her existing reservation was not eligible. Immediately upon reading ********************** complaint, and as a gesture of good faith, the Hotel General Manager extended the Flash Sale promotional rate to ********************** reservation as well as reached out to ******************** by telephone. 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,*************************** ParalegalReview fromM. H
Date: 08/19/2023
5 starsThis hotel was wonderful and the staff were amazing. I have traveled a lot for work and stayed in more hotels than I can count. Its privately owned but it was more comfortable than a lot of the ************ I have stayed in. The breakfast and dinner were very much appreciated and the staff and shuttle staff were exceptional.Review fromTravis T
Date: 08/14/2023
2 starsTravis T
Date: 08/14/2023
1st night meand family arrived hotel has no electricity and 2nd night hotel pool closed all dayand my room a/ c broken.i give a 2 cause staff was nice but management was horrible in customer serviceDrury Hotels Company, LLC
Date: 08/18/2023
Better Business Bureau Re: Drury Hotels, Response to Customer Complaint *************************** Dear Sir or Madam:My name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury *********** ******* **************** (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 **************************************************** states in his complaint that he and his family were guests of the Hotel for multiple nights. On the day of check-in, the Hotel was experiencing a power outage and the following day the Hotel pool was closed and **************** guest room air conditioning was malfunctioning. Drury regrets that ************** experienced less than desirable conditions at the Hotel. The Hotel experienced a short power outage the evening ************** and his family checked in. The power was restored within three hours. The following day the Hotel pool was closed at 6:30pm due to Hotels safety and sanitation procedure, however the splash pad remained open and operational. Finally, upon learning that ************** was experiencing issues with his air conditioning unit, the Hotel promptly relocated ************** and his family to a new room.In an effort of good faith, the Hotel provided ************** one complimentary night as well as complimentary parking for his entire stay. Additionally, the Hotel provided discounted pricing at its multple food and beverage outlets. 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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.