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 fromPam M
Date: 12/10/2022
1 starPam M
Date: 12/10/2022
As a guest service dogs should not be allowed in the kickback area where people are sitting and eating not everyone is okay with a dog around their food there are several of people that would love to eat in peace without dog fur/hair being everywhere its enough of it left in these rooms that are being half cleaned. This is the Drury Hotel off county line road in *********, **
Drury Hotels Company, LLC
Date: 12/27/2022
Dear **************,Thank you for reaching out.All Drury Hotels are required to follow the Americans with Disabilities Act ***** as places of public accommodation. The *** requires our hotels to permit service animals to accompany their handlers into all public spaces like our pool deck, lobby, and even dining area. This includes permitting handlers to have their service animals accompany them in self-service food lines, like our buffets. Sincerely,********************* Drury Hotels Company, LLCReview fromConnie R.
Date: 11/07/2022
5 starsThe best hotel. Everything was awesome from check in to check out. The hotel is beautiful, the rooms were big and the beds so comfortable. The afternoon reception was on point. The breakfast was very good, a great breakfast selection and the coffee was the best. Had a couple/friends weekend and the other couples liked
Everything about the hotel. It was their first visit but coming back with their families. The Drury Cityline is my husband and I hotel of choice when visiting Dallas. The only thing I was concerned about and it was not a big deal, the dogs were many and they were all over the hotel , I think maybe they should not be allowed in food area. You guys are doing it right and the hotel smell so good. Exceptional!!!
*********** ********Review fromJen A.
Date: 09/21/2022
1 starJen A.
Date: 09/21/2022
At this pointvery dissatisfied is not even enough to indicate the disappointment and disgust I have in this hotel especially the person I spoke with named ***. I booked this hotel in NOVEMBER OF 2021 for this upcoming weekend Thursday 9/22 through Saturday 9/24 night. I was called YESTERDAY to say I had two choices with my reservationto either move to another hotel 7 miles away OR cancel my reservation because THEY selfishly overbooked. I explained that my guest coming with me had foot surgery and the whole reason we were staying at the hotel was because shed be able to maneuver to the convention center (the event we were attending is at the center) with easeas well the fact if she got tired or needed to rest it would be easier for her to get back to the room between sessions. None of this was acknowledged by Debliterally not even a Im sorry or we can comp your room for one nightjust a these are you ************. She went on to say that this wasnt her decision!! You are all messing with peoples lives and cant even take the time out to sympathize with them. Im sure any of the bigwigs at Drury hotels would be just as disappointed if they had a reservation booked for ALMOST ************************************************************************************************************************************ gas to get to than the comp rate of $199 A NIGHT. AND the supposed manager that was to call me back still hasnt and its almost noonI talked to *** at the St. Louis hotel and convention center YESTERDAY at 5:30. The way your hotel treats people is despicable. We cancelled our vacation as *** told us if we showed up we wouldnt have a room.Drury Hotels Company, LLC
Date: 09/27/2022
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 ************ St. Louis Convention Center located in St. Louis, MO (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 she made a reservation in November of **************************************** September 2022. She was contacted prior to her stay and informed that the Hotel was oversold and she had the option to either relocate to another Drury-branded hotel, or cancel her reservation free of charge. She was disappointed that the Hotel did not offer to provide one free room night or an apology for the situation. While walking a guest is an unfortunate situation and not a desired outcome for either the guest or the Hotel, occasionally this situation arises due to the nature of the hospitality industry. The practice of overselling is industry standard and attempts to protect the Hotel from experiencing future loss. When the situation became apparent to the Hotel, the Hotel contacted ******************** and informed her that the Hotel could no longer accommodate her reservation. The Hotel created a new reservation for ******************** at another Drury-branded hotel, located seven (7) miles from the Hotel. The Hotel also offered ******************** the option to cancel with no fee. In an effort of good faith, our Hotels management team reached out to ********************, and offered her a Free Night Certificate, eligible for one nights stay at any Drury-branded hotel, which she declined. ******************** informed our Hotels management team that she simply wanted a sincere apology, which was provided. 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 fromJohn M
Date: 08/16/2022
1 starJohn M
Date: 08/16/2022
I booked a room with the hotel and when I got my credit card bill they changed my account with out notification, I have not checked into the room until September. I tried to get a refund but was told I would have to give my room as a gift. Please do not stay with Druy Hotels, they will not work with you. VERY POOR HOTEL.Drury Hotels Company, LLC
Date: 08/19/2022
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 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 Mr. ******************* is upset about his experience with the Hotel, but it appears that there was merely a misunderstanding as it related to Drurys Advance Purchase policy.In Mr. ***** complaint, he states that he booked a room at the Hotel and his card was charged at the time of booking, even though the check-in date was in September. He states that he attempted to get a refund, but was told he would need to give his room as a gift. Mr. ***** made a non-refundable Advance Purchase reservation. At the time of booking, it is communicated that the payment card will be charged. After making his reservation, Mr. ***** became unsure if he would be able to stay at the Hotel over the reservation dates and submitted a refund request to Drurys Advance Purchase Hardship Team (*** Team). The *** Team offered Mr. ***** the choice to either change the date of his reservation, or to gift his reservation. These two options are standard offerings for any guest submitting an Advanced Payment Hardship Request. Upon learning that these options would not work for Mr. *****, the *** Team refunded Mr. ***** card and cancelled his reservation. 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. *****. As always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,*************************** ParalegalReview fromEileen C.
Date: 08/13/2022
1 starEileen C.
Date: 08/13/2022
We stayed at Drury hotel in Burlington And overnight our windows were broken into (That would have been noisy) My daughter was moving into university that morning and they stole everything From Blankets to ***************** has no cameras in parking lot and police to respond said it has happened before- including front desk Knowing this why not protect your guests Drury inn - get cameras outside It will deter this- we had an extremely horrible experience and want to alert people about this - make ************ lot is secure with cameras or find another hotelDrury Hotels Company, LLC
Date: 08/17/2022
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 ************ located in **********, ************** (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 her vehicle was broken into overnight, and that in the morning her daughters belongings were missing from the vehicle. She further states that she was frustrated that the Hotel did not have security cameras in the parking lot and was unable to help. We are sorry to hear about **************** experience in the Hotels parking lot. However, the Hotel is not liable for items stolen and/or removed from guest vehicles in our parking lot. The Hotel has signage posted on each entrance informing guests that they leave their vehicle at their own risk and encouraging guests to lock all doors and to remove any valuables from their vehicles. Further, all guest room key jackets include a reminder to remove any personal items from vehicles.The Hotel is more than willing to cooperate with any police investigation if ************** chooses to file a police report. Further, as a gesture of good faith, the Hotel refunded one night of **************** 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 **************. As always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,*************************** ParalegalReview fromSUSAN M
Date: 08/05/2022
5 starsI can not say enough about the ********** location! Requested a room on an upper floor, with no pets and view of the mountains. This room did not disappoint!Pillows, beds, water pressure perfect! Was not aware of the dinner buffet at checkin, what a lovely suprise. Both dinner and breakfast were amazing! Perfect location for a 4day stay.Review fromChristina P.
Date: 08/04/2022
1 starChristina P.
Date: 08/04/2022
My husband and i recently got married and decided to combine our honeymoon with a family trip. We booked months ago and called ahead to verify bringing our dog for the 3 day stay would be acceptable. Upon our arrival Sunday evening, we got settled in and turned the a/c down to as low as it could go. We left our dog (english bulldog) in the room for an hour to run and grab dinner when we returned our dog was gasping and wheezing for air. we realized the a/c wasn't cooling the room down. My husband went to the front desk and explained what had just happened and the front desk lady told him that the a/c are on motion sensors, he told her we had him caged to prevent any accidents and asked how we can override the thermostat to keep the a/c on for him she said there wasn't a way to do that. Being super upset we decided to just sleep on it and ask management the next day. Monday we woke up and headed down for breakfast while we waited for my family to come down i decided to go and speak with **** the supervisor at the front desk, **** was very nice and offered us a different room at the other building owned by drury, the pear tree inn. We explained that we came out there for our honeymoon/family vacation and didn't really want to be separated because we had plans to hangout by the pool, etc. I also explained that for their own knowledge if the a/c is on motion sensors for every room that could become a liability on Drury inn if something were to happens to anyones animals or guests for that matter because the rooms then get so hot that could be a lawsuit waiting to happen. **** went and grabbed the ** ************** and brought him to the front desk, when he got to the front desk he looked at my husband and i with a smirk and said what can i help you with? I said and you are? i saw his name tag and it said General Manager, I explained everything that i had just explained to **** and he sat their smirking at me the whole time, he then said well since you're going to *** us youDrury Hotels Company, LLC
Date: 08/10/2022
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 ************ located in ********, ** (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 she booked a room at the Hotel for herself, her family, and their English Bulldog. Upon checking-in, **************** turned the air conditioner down as low as it could go, and then left their dog in the room for about an hour while they got dinner. **************** claims that when she returned, her dog had overheated and was found gasping and wheezing. When alerting the Hotels front desk, **************** was informed that the rooms air conditioner is on a motion sensor. **************** expressed concern that the Hotels rooms would become too hot if controlled by motion sensors. **************** shared this concern with the **************** team, informing management that she needed her room to remain at 67 degrees. The Hotel informed **************** that they could not guarantee a temperature of 67 degrees, and if this guarantee is required, an alternate hotel may be best. We are sorry that **************** is upset with the Hotels response to her complaints. Drurys Pet Policy applies to all Drury-branded hotels. This Policy was presented to, and signed by, **************** at check-in. The Policy states that pets cannot be left unattended in a guestroom at any time. Further, the hotel management team inspected Ms. ******* rooms air conditioner system and found that the rooms temperature never surpassed 74 degrees. The Hotels General Manager informed **************** that if our Hotel could not meet her needs, then an alternative hotel might be better suited. **************** contacted Drurys ************************** team, who reminded **************** she signed the Pet Policy, which states that pets cannot be left unattended in guest rooms. As a gesture of good faith, we refunded 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 ****************. As always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,*************************** ParalegalChristina P.
Date: 08/10/2022
Good Afternoon,Id first of like to start by saying the response to my complaint has proven my first said statement, the customer service lacks severely with ********************** Inn. You can be awarded every award by whomever, all it takes is that one person and word of mouth to prove otherwise. Furthermore, I never asked anyone of the hotel staff to turn my room down to 67 degrees. I simply asked if there was an override so that my stay as well as my dogs stay would be comfortable. As stated by Ms./**************** my rooms temperature never exceeded 74 degrees, which is an inaccurate statement (I have a picture of the thermostat showing it at 75) had I known this was the response I would get I wouldve taken a picture of the thermostat at 80 and 78 degrees instead I was more focused on my dogs wellbeing. Again, my family has been staying at Drury inn in ********, ** for over 20 years and never once have I ever felt the need to complain to BBB until this last visit, while this whole situation was nothing short of terrible, the customer service or lack thereof was something needing to be addressed. ************** Did not state that if Drury Inn could not meet my needs that another hotel may be better suited for me, had he said, in a respectful, professional way this entire conversation wouldve been avoided. He was rude, unprofessional and again given what was just stated by the paralegal, I can now see why it is that the ** can get away with treating guests as such. Not to mention not a single one of the staff including the General Manager, even after knowing my dog was alone for an hour, stated that he was not to be left alone, maybe educate the staff to avoid further issues? A simple apology for the situation wouldve sufficed, however, since Drury Inn and their employees lack the compassion and respect that is so greatly desired in the hospitably industry, myself and my family will gladly take our business elsewhere. I do not need a response from Drury as this comment was more than enough to prove my point. I also would like to add, you might want to consider advertising that the thermostats are on motion sensors, I cant imagine Id be the only person upset that I am paying for amenities that arent fully received. Also, maybe not add that you refunded a stay in good faith, that would insinuate you refunded me as a form of hush money rather than doing what was right for the given situation. Have a blessed day.Review fromEarlene G
Date: 08/02/2022
5 starsI want to say that I have stayed at Many Drury Inn and Suites over the years and I do not have one complaint to complain about. I have always received great service. Every employee that I have ever encountered have gone above and beyond to make our family feel welcome. I was at the Drury Inn and Suites in ******** ** in March. About 3 A.M. I became very ill. I went downstairs to the "Marketplace", a location in the building that has soft drinks, frozen meals, candy, chips, etc. What I needed was not available at the time and the lady named ***** at the front desk went above and beyond to help me. I will never forget this woman as long as I live. I appreciate this kind of caring and service. I have been a Drury rewards member over 20 years and I can honestly say, I have no complaints! Sincerely,******************Review fromBritni G
Date: 07/26/2022
4 starsBritni G
Date: 07/26/2022
Loved the hotel only complaint was the air conditioning was obnoxiously loud making hard to sleepDrury Hotels Company, LLC
Date: 07/28/2022
Hello ******************, I apologize for the issues you experienced. Can you please reach out to me at customer.service @************************** so that we can discuss your concerns further?Sincerely,***** *** ********************** Manager ********************** LLCReview fromIzzy O
Date: 07/18/2022
1 starIzzy O
Date: 07/18/2022
We stayed at this hotel for a night, the customer service was okay they were as friendly. We left our truck near one of the exits of the hotel. That morning our things,our luggages were robbed and they couldnt provide any security and couldnt help us it was frustrating. I wouldnt recommend staying at this hotel.Drury Hotels Company, LLC
Date: 07/25/2022
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 ************ located in **********, ********** (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 she left her truck near one of the exits of the Hotel, and that in the morning her luggage was missing from her vehicle. She further states that she was frustrated that the Hotel did not provide any security and was unable to help. Upon review by the Hotel, it appears that **************** was driving an open bed truck and left her luggage unsecured in the bed of the vehicle. We are sorry to hear about ****************** experience in the Hotels parking lot. However, the Hotel is not liable for items stolen and/or removed from guest vehicles in our parking lot. The Hotel has signage posted on each entrance informing guests that they leave their vehicle at their own risk and encouraging guests to lock all doors and to remove any valuables from their vehicles. Further, all guest room key jackets include a reminder to remove any personal items from vehicles.The Hotel is more than willing to cooperate with any police investigation if **************** chooses to file a report. 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.