Anonymous

UPDATE: THis is Ameristar response on the bed bug picture: Ameristar Casino Resort Spa St. Charles: Hello Karin, the health and safety of our guests is extremely important to us, and we immediately and thoroughly investigated your claim. However, we found no found no evidence of any issue with this room. Having said this, we are sorry that your visit did not meet the high standards we strive to live up to, and we regret you were not satisfied with the hotel and restaurant discounts we offered you for your inconvenience. We will strive to do better in the future. So they do not see see any evidence of issues with the pictures presented here. Girl�s Weekend Gone BAD!!!!! My friend Cindy and I had been planning a weekend away minus the men. We originally booked at Hollywood Casino, but we decided to move our stay to Ameristar Hotel and Casino as they had a pool and that is where the band we wanted to see was playing. So, we splurged on the room at 2.5 times the cost of Hollywood. Now to how our weekend went. We arrived and checked in to the room. Upon entering our room, it was noticeably dirty. There were stains on the floor and the bed ruffle as well. After going to dinner and coming back, we found the toilet was dirty with stool. While sitting on the couch, my feet were sticking to a stain. Upon closer inspection found many stains and places that were never even vacuumed from the prior guest. On Saturday, we went to brunch and came back expected the room to be cleaned up and replacement of towels, glasses and water etc. This was not done. There was just a housekeeping cart on the floor and no one working. After going to the pool for a while the room still was not cleaned up. We and several other guests were taking things off the housekeeping cart. After relaxing in the room for a while I was going around barefoot and my feet felt sticky. My feet became so dirty from walking around the room they were almost black when I washed them on a washcloth. (See attached Pics) At this point, I notified guest services of the filth in the room and the lack of housekeeping. Bianca spoke with management and had housekeeping come to the room and clean and restock. They did give us a 30.00 comp for food and nonalcoholic drinks. On Saturday night, we went to see the band and came back to the room. After we went to bed at about 0330, my friend woke me up screaming that there was a bug in her bed. After doing research it was found to be a bedbug. We quickly closed all of our stuff and then attempted to go back to sleep, needless to say neither of us slept very well after that. Later that morning approx. 9:00a.m. we called the front desk and reported the bed bug. They sent up the Housekeeping Manager & Supervisor to look at the bug, we showed them pictures of the bug, all they said is they would call Eco Lab to come out and test the room. They didn�t say a word about the condition of the room other than they were sorry this does not reflect the high standards of the rooms and hoped we would give them another chance. Michael the manager indicated they would compensate us for the filth and the bug issue after the room was inspected by ECO Lab. They said someone would contact us with the results from ECO Lab. We were never contacted by the hotel. On Thursday, we called and spoke with the Facility manager and he said he would speak with the hotel manager and have someone get back to us. I received a call from Jordan, and he reported that ECO Lab did not find an infestation and no further compensation would be made. We attempted to approach this with respect, but we were not given respect in return. I found out later my man had tried to order a dozen chocolate covered strawberries for our room as a kind gesture. The hotel was unwilling to work him doing this over the phone at all. The only way they would do it is if he drove across town and payed for them in person and then they wouldn�t be delivered until the next day to boot. If they think we will ever give them another chance they have lost their minds. After showing them pics and complaining to numerous people nothing was said other than we are sorry. Paying $249.00 a night for a room and to have it in that condition is TOTALLY UNACCEPTABLE!!!!! If we were able to we would only give this hotel � star. This review will be posted to every site available and a copy will also be sent to corporate. #Ameristar We have lots of pics with time and date stamp.

• Bedbugs Found
• Requested Refund

Anonymous

On October 8th, 2018 I found one and it had fresh blood. We called the hotel and they switched our rooms. They didn’t offer anything else so we could’ve just brought the bed bugs to a different room. I called back to check on the situation and they just said they found one dead bed bug. I got bit over 20 times!

• Bedbugs Found
• Requested Refund