Reviews
This profile includes reviews for Drury Hotels Company, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 40 Customer Reviews
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Review fromVenita T
Date: 07/17/2023
5 starsDrury Inn ********* in ********* ****, is absolutely amazing. The manager ******** was wonderful, as well as ***** at the front desk. They went above and beyond, to accommodate me and my husband's needs. Thank you so much.Review fromTodd W
Date: 06/25/2023
5 stars???????? It was almost Check out time, little birdie approached me and filled me in on a few details, never leave tips in the room Or at the front desk. Always look in your room bed note and you will find your housekeeper name there. Always TIP her in person. If you don't do that, managers will go in the room before any housekeeper and keep their hard earn tip money. Thank you!!!??????Review fromholly w
Date: 06/24/2023
1 starMy husband and I stayed at the Staybridge Suites in ******* ***** on ***************. Horrible. Nothing works. The TV's don't work. The thermostats don't work. Two lights were out. No extra blankets. The pillowcases don't fit the pillows and the linen stinks like it was never washed. Or was washed with no soap. The dishes and pots/pans were not washed. They were filthy and I had to wash them. The door separating the bedroom from main room would not close all the way. I asked for extra blankets and got one very thin blanket. The pull out sofa is a sorry excuse for a bed. The springs were sagging so badly it was not possible to use, unless you don't mind a very bad, aching back in the morning. And there wasn't room for it to pull out all the way. It went right up to the dresser you won't be able to open because it blocks the drawers. I mentioned that two lights were out and asked for extra bulbs, which I never got. All faucets have very little pressure. I will never stay here again. I don't know how they can call this a three star hotel. I would give it zero stars!Review fromAlandra C
Date: 06/17/2023
1 starAlandra C
Date: 06/17/2023
Refund Room #*** ************************* June 16, 2023 I really wish I could give zero stars. A surprise gathering. Autumn states that the hotel policy was that no more than 6 people were allowed in double suite. No problem following the rules, but it was a target from jump. They weren't staying only my brother and ************* Mind you, there were TONS of individuals in the room right across the hall. She had the NASTIEST attitude ever imagined in customer service, stating that they were in and out and not all in at one time. That was a LIE. I don't know what or why she had such an issue. It's like from the beginning she had an issue. There were so many people in the lobby. She allowed my brother to check in and bring chairs and food, knowing that there were a few people. She allowed him to check in only to kick him out, not even an hour later. She called the police and said she was threatened. That was hilarious to me because NO ONE threatened her. When I say she put on a GRAMMY performance. I mean, she did that. Kudos Autumn! I hope Drury gives you a Grammy or an ***** even because you deserve it for such a stellar performance. I feel like they were targeted so she could pocket the money, or she has her people waiting on a free double suite. Something in it is real dirty Autumn. I will make sure to you and Drury a good name. Count on it!
Drury Hotels Company, LLC
Date: 06/20/2023
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 Inn ****** (Hotel). I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 **********************. We are sorry that ********************************* is upset about her experience with our hotel, but it appears we followed local fire ordinances regarding the number of indivdiuals allowed in sleeping rooms as well as our hotel policies regarding safety and security. ****************** states in her complaint that she and her group received poor treatment from the Hotel and that the Hotels team members targeted her group. Upon further investigation, it appears the Hotel became aware of a gathering of about ten to fifteen people in Ms. ******** suite. To remain compliant with local fire codes, no more than six individuals are allowed in the Hotels suites. The Hotel approached Ms. ******** group informing them of the fire hazard associated with the number of indivdiuals in the suite, requesting the group disperse. After about one hour, and several failed attempts to disperse the gathering, the Hotel was met with hostility from several members of the group. Due to threatening behavior, the Hotel contacted the police, who asked the group to vacate the property. It is unfortunate that Ms. ******** groups behavior escalated to such an extent that guests needed to be removed from the Hotel. However, when guests fail to follow Hotel policies, the Hotel has every right to ask the guests to leave 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 ** to do for ******************. As always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,*************************** ParalegalAlandra C
Date: 06/20/2023
**************** Thank you for your response Sir. I understand ****** was doing her job and I have no complaints regarding compliance. I also had no involvement with the party or individuals that were there. I did not attend or enter the hotel at any point other than to ask ****** at the front desk for management info. I only know of the person who rented the room and that he also had nothing to do with the encounter between ****** and other guests. I cannot address the encounter because i wasnt there nor can i apologize for their behavior because I am not them and they are not me. I dont condone the behavior, but it's not a reflection of me. My complaint was the customer service received from ******. I just did not appreciate her rude and nasty behavior towards me for asking for management contact info. *******************Review fromShirley C
Date: 02/27/2023
2 starsShirley C
Date: 02/27/2023
I stay at Dury Inn and Suite in **********, ** in Dec.2022, and needed to extent my stay another day/night ask if my bags would be okay in my room, was told they would be fine, also I ask if they not clean my room because of my bags and food were in the room, was told they wouldn't clean it, so I left to enjoy the day, came back they had clean my room, thrown out all my food, went through my bag and took what they wanted, then call the police on me because I'm upset about my missing items, no one did anything about my food or my missing items. I had to shorten my stay and find another motel..Take it from me...DONT LEAVE YOUR BELONGINGS IN NO ROOM...I will NEVER stay there ever againDrury Hotels Company, LLC
Date: 03/03/2023
Better Business Bureau Re: Drury Hotels, Response to Customer Complaint ********************************* Dear Sir or ******** name is *************************** and I am a Paralegal for Drury Hotels Company, LLC (Drury). Drury manages the Drury ************ ********** located in Montgomery, ** (Hotel). I am proud to report that Drury has won the JD Power Award 17 consecutive years for Customer Satisfaction, 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 her complaint that the hotel inappropriately removed her personal belongings from her guest room. On December 11, 2022 ****************** checked into the hotel for a one night stay. The morning of December 12, 2022 ****************** contacted the front desk requesting to extend her reservation one additional night. At this time, ****************** confirmed with the front desk that her room number would not change and that her belongings would be secure in her room. ****************** also requested her room not be cleaned. Upon investigation it was discovered that the front desk associate failed to update housekeeping of the reservation extension. As a result, the housekeeper processed Ms. ******** room as a check-out. Upon entering Ms. ******** room and discovering personal items, the housekeeper followed Hotel check-out procedure, throwing away all leftover food, and collecting all personal items to place in the Hotel lost and found. Upon learning of this error, the Hotel General Manager immediately apologized to ******************, returned Ms. ******** belongings, and refunded one nights stay as a gesture of good faith. The following morning, December 13, 2022 ****************** returned to the front desk with allegations that the housekeeper stole from ******************; specifically, one brush and hair gel. The Hotel vehemently denies these allegations. During this interaction, ****************** became hostile, shouting at hotel team members and knocking Christmas decorations off of the front desk. This behavior is unacceptable and will not be tolerated, which is why the Hotel reached out to the ********** ***************** who escorted ****************** from the property. 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,*************************** ParalegalShirley C
Date: 03/04/2023
In response to ***************************:Drury Inn, I wasn't saying Drury Inn owe ***************** anything nor was I questioning the rating of **********. I was only leaving my review..and no matter what they took brush, gel or a copper ***** it was mines and I was a paying guest at ********** or will it be a laptop or a phone next time. I travel all the time and have NEVER had anyone go in my bags and to come back home to my home state ********** and have someone go through my belongings, felt like some had broken into my home or car. I would rather stay in a 3.3 motel and know that me and my things are safe, then a At and my things are not this wouldn't have NEVER happen if YOUR employee had done her job correctly and to have a business and things go missing from a guest bag, now to me that shouldn't be tolerated special when I was given to ok to leave them, and she assured me that my room would not be cleaned I could have take them with me ot left it my car.Now they putting it all on me, and the manager, hollowing at me to sit down like I was two, they didnt tell you that I bet, of course not. But credit to the lady that check my son and I in, was the more wonderful person, she impress me so, I tipped and thanked her, she should be a manager, if she's not because the other one had no care what so ever about someone went going my bags, didnt even say she was sorry this happen. When we check in a motel, that's our home away from home, we put our trust in that motel to take care of us and keep our belongings safe regardless of what it is...had this not happen I would have love to come back just to see the lady that check us in, made us feel so WELCOME after she left things went down hill. It's not about the things missing, because it was ***** stuff only that someone went into my bags and took it in a motel.Review fromDoug E
Date: 02/21/2023
5 starsMy wife and I stayed at the Drury Inn in ********** on Feb 19, 2023. Very nice hotel and the staff at the front desk, happy hour and breakfast were all very friendly. Great place to stay if you are in **********.Review fromPam Z
Date: 01/22/2023
1 starPam Z
Date: 01/22/2023
Omg!!! I booked 2 rooms and did not realize they were non refundable !! They will Not refund my money only transfer over ****!!! This trip is 11 months from Now and they will Not refund!$ horribleDrury Hotels Company, LLC
Date: 01/23/2023
Good Morning Ms. *******,
Glad we were able to connect via e-mail this morning. If you have any additional questions or anything that I can assist with please reach out to me directly via e-mail.
Sincerely, ***** *** *****
Customer Service Manager
Drury Hotels Company LLCReview fromCarol B
Date: 01/12/2023
5 starsWe stayed at a Drury Hotel for the first time in December 2022 as we were traveling to our vacation spot in *******. As traveling fatigues, we chose to stay overnight in ******, *******. We were seeking a pet friendly location in ****** search and happened upon this chain. It was one of the best decisions. The hotel clerk was cordial both arrival and departure. The hospitality of staff very helpfully. The room was clean and comfortable. The 5:30 Kickback and beverages kept ** from having to find dinner service, and the hot breakfast got ** on our way early. We enjoyed this hotel so well, we stayed at another in ******* *********** on our travels home after visiting for the holidays. The same hospitality and service did not disappoint. We will definitely seek out this chain of family owned hotels in future travels as the cost was fair and so worth it for all the amenities. This truly was a HappyPlace.Review fromMelissa S
Date: 12/29/2022
2 starsMelissa S
Date: 12/29/2022
We love Drury as a Company and go out of our way to stay at them when they are near a location we are visiting. However, we were thoroughly disappointed with the location in downtown ********** where we stayed last night. Upon arrival at 9 pm, our room was not ready. After a short wait we were given the keys. The room was dirty. The floors were not swept, the mirrors had finger prints all over them, and the walls had stains all over. It was honestly disturbing. The staff was still friendly as usual. But the breakfast at this location was also terrible. The food was cold or undercooked. There was no fruit, ***************** was leaking all over, and the coffee was burnt. Again we love Drury, and hope to stay at our favorite locations again, but thus definitely makes me second guess the company standards across the board. Not sure I will continue to go out of my way at new locations.Drury Hotels Company, LLC
Date: 01/13/2023
Good Morning!Thank you for sharing your experience with us at the Drury *********** Downtown **********. Please reach out to ** directly at ******************************************* so that we can further discuss your concerns.Sincerely,***** *** ********************** ******* ********************** ***Review fromWilliam F
Date: 12/26/2022
5 starsI was completely blown away when we checked into the Drury Inn North in Louisville. I will remember forever the most wonderful representative of Drury Inn’s, “****”! On one of the worst mornings of 2022, below zero temps, snow and ice, and my car battery died. He volunteered to take my wife and I to her hospital appointment. He also picked us up and brought us back to the hotel. With out his help we would have missed a very important CT Scan.
Every one at the front desk helped us make this possible. I can’t explain how the Drury Inn team saved the day! We got to spend another day at the Inn, as our car is still setting in the parking lot. AAA could not make it to us yet.
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