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August 2025 by Tiffany R. Gavin
Nice room...spacious, clean, and comfortable
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July 2025 by Dves Pradhan
The Hotel is good and beds are comfortable. however the customer service was horrible. Philip the manager who checked us in definitely needs some training. he doesn't know how to talk to the guest. very rude and felt very unwelcome. We even observed him shouting at one of his coworker very harshly/loudly in front of all the guest at the lobby. He should have handle it behind the closed door. very unprofessional. We have been coming to Edwardsville for past 2-3 years and stay at the hotel couple of times a year and now with this unpleasant experience we might have to look for other options around the area.
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July 2025 by Jane Davidson
Highly recommend with one note for management
My daughter and I stayed here during a big transition and would definitely recommend this hotel. It was clean, quiet, and comfortable, and the continental breakfast was surprisingly good. Most staff were warm and helpful, which made our stay feel safe and welcoming.
That said, we had two interactions with one front desk employee that left my daughter feeling discouraged. She’s a teen learning to speak up for herself, and both times, once to replace a broken remote and once when buying a snack, she was met with suspicion and treated more like a problem than a guest. It wasn’t a huge scene, but it made an impact.
We know people have bad days, but I share this in hopes that all guests, especially young ones, are treated with the same kindness we experienced from the rest of the team. Thank you for a mostly wonderful stay.
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June 2025 by Twanika Douglas
Very satisfied with the hotel. Clean, good breakfast, coffee 24 hours, clean lobby area.
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June 2025 by Another Chapter Agency
DO NOT book here, especially if you are a person of color. They will appear to seem inclusive by allowing a person of color to mange but they will hold people to a different standard when you visit their location. My family and I arrive at this location on Friday and towards the completion of check out, they required my husband to sign a noise ordinance. We did not mind and thought it was great until we noticed the rules only applied to those who are of color. My family and I followed EVERY rule and we were happy to abide. However, we were met with a large group of those who were allowed to gather outside underneath our room and hold a party until 2am. I even reached out to the manager Mr. Williams who wanted to highlight that he was a Black man from the area and of course he believes this group was justified in their wrong doing. We have a voice recording of the front office desk saying she was even frustrated and have contacted her manager several times. Mr. Williams lied and we understand that he needs to keep his job but at what expense? The expense of allowing a family to have little to zero sleep and put in danger of having to travel the next day because his property refused to do their job? They will enforce the rules but if you are of color, they will call the police. If you are not, then you are safe. We did not think that Marriott believed in discriminatory practices but apparently they do believe in it. We hope by uploading our recordings on social media platforms, we can help any family of color from making a horrible mistake in thinking because Mr. Williams, a Black man, born in raised in the area, is managing this property, then all is well even if you lose sleep and have to stay else where another day, then all is well.
Do BETTER MARRIOT and look into training Mr. Williams with better professional practices.
Edit: WARNING!!! If you file a complaint, the Vice President of Operations, John Van Cleave will threaten to use his employees to steal from your personal bank account because he does not like for you to challenge his decision. He accused us (the victims who lost a night of sleep and could not legally drive until we were well rested. So it forced us to extend our stay elsewhere) of trying to shake him down.
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June 2025 by andrea change
Had a brief stopover overnight as I was heading further south towards Georgia. Night desk was great. It wasn't busy but they were bright eyed and quick to get me in my room. I was beat. Next morning coffee was hot and ready. I didnt take advantage of breakfast but grabbed a banana for the road. Room was clean and bed was comfy. Everything I needed to get me rested and back on the road.
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May 2025 by Deja T
Woke up to a roach in our bathroom room today at 6am. Left immediately. Room was #219. Read other reviews to see someone else 2months ago had the same issue in room #218. I sent an email to the hoping to have points sent in return. Very disappointed
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May 2025 by Tiana Thomas
I recently stayed at TownePlace over the weekend and had a very disappointing experience at check-in that I feel needs to be addressed. I had booked three rooms in advance through a third-party site, but upon arrival, the front desk agent, Philip, only checked us in for two rooms, claiming the third room had already been checked in by someone else.
We later found out that a family member—who had arrived earlier—booked a separate room because they were told they couldn’t check in under my reservation. I asked Philip if there was any way we could access the third room. Instead of helping, he flatly said we would have to pay their current rates and that even if there was an issue with the third-party booking, it wasn’t their problem. He refused to review the confirmation numbers I had on hand and kept repeating himself in a dismissive tone.
When I asked if the reservation might be under a different name (as sometimes third-party systems split names), he continued with an attitude, saying things like, “Why would you book under a different name?” I explained that I hadn’t, but that the system may have used my maiden name for one room and my married name for another. He showed no willingness to assist or even listen properly.
After I insisted multiple times, he finally checked the system again—and confirmed the third room was under my name. Still, he said we couldn’t have it unless the person who checked in came back, despite me being the reservation holder. His tone and refusal to work with me made the situation unnecessarily stressful and frustrating.
This entire experience felt like a customer service failure—one that could have been easily avoided if Philip had simply taken the time to listen and verify the reservation properly. I hope management reviews this situation and takes action to prevent similar issues from happening to other guests in the future.
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March 2025 by Jill H
We checked in on Sunday to visit our daughter that goes to SIUE, this was located very close to campus. We dropped our bags off and spent the day in St. Lewis and arrive back later that evening and played a game with our daughter then about to have her leave and get ready for bed we noticed a bug crawling on the bed. We trapped it and put it on the table to figure out what type of bug it was. We took a lot of pictures and found that it was a cockroach nymph! We then started to look around the room, the bed, bathroom and then found several more in the kitchen. One has trapped itself in a glass and the other were crawling in a hole by the shelf. We packed our things, because we're not sleeping with bugs in our room (#218) I spoke with Carmen at the front desk and she didn't look surprised when I told her we had baby cockroaches in our room. All she said was the hotel is completely booked and she didn't have another room for us. I said I would like a refund and she said the Phillip the manager would be in tomorrow at 3pm and I could call him. All the hotels in the area were booked and we had to drive to Alton for another room. I sent an email to Phillip and didn't hear anything back until almost 7pm and by email he was only going to give me a 30% discount. I then called and spoke with Phillip, ask why I couldn't have my full refund and he said because we checked out after midnight that we stayed and he spoke with the bug guy and his house keeping service and they said oh, it's not an infestation. I'm sorry, but it shouldn't matter when we discovered the roach, just that this hotel has them and are unwilling to give you a refund because they need to still make some money. This is not good business! I have also started a claim with Marriott to investigate so that I can receive my full refund, but I have to wait 72 hours. I will include the pictures we took, beware of this hotel!
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February 2025 by J Mifflin
Excellent, clean, professional, friendly staff, conveniently located to the best restaurants in Edwardsville, pet friendly, newer clean laundry facility on site. Suites with full kitchen are the way to go, 24 :hour coffee, 24 hour workout room, clean pool and pool area.
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January 2025 by Ben Rayburn
It's a great place for a short or an extended stay with some wonderful people who really take care of you and provide excellent customer service. They truly treat you like a guest and make you feel at home. Drew and Phil are outstanding!
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January 2025 by Thomas Brummett
Front desk boy is really nosy the room's carpet was filthy no hot water in the shower for $225 a night it's not worth it
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January 2025 by Mike D
Walked in to check in and every single one of the four tvs in the lobby sit down area was on Fox tv. Thought to myself strange but oh well must’ve been some big news on. In the morning when eating breakfast I asked if I could switch one of the tvs to ESPN all of which were still on Fox News. Front desk informed me that of the four tvs in that area, two HAD to always remain on Fox News as ordered by the owner or management. I asked why and they couldn’t answer. One of the most bizarre experiences ever. When checking out all TVs had been turned back to Fox.
Management or ownership shame on you.
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December 2024 by Anthony Vicari
Think twice about staying here!!!
Sound travels thru ceiling and walls. Very thin walls. Can clearly hear conversations in room next to me. Can clearly hear very loud tv's from other rooms. Every foot step of people above me can be heard thru the ceiling. Cannot sleep due to all the noise. Tried to change room and front desk clerk could care less. Tried multiple times to get him to convey my request to the day shift and he told me it's my responsibility to tell them. Absolutely poor service. Broken toilet paper roll fixture requires you to keep toilet paper on the sink. It's 1:00am now and people above me are stomping as they walk.
Terrible place to stay. Paying highest room rates in the area and you're treated as if you're bothering the staff. Find some place that actually respond to guests...too much hotel competition in this area to put up with this nonsense.
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November 2024 by Brian Scharpenberg
Friendly staff and very helpful
