Drury Hotels Company
Reviews and Complaints

We went for mothers day weekend we requested room service and the staff stole my husband's engraved watch from his bag. They did absolutely nothing about it. Didn't even apologize for what happened. They're the worst and we spent like 600 almost on 3 days. That's pretty sad that they wouldn't even talk to their staff about it and that they would want to have those type of workers. We usually stay at the drury but we're never going back there again.

It is horrible that this wonderful hotel chain with such high reviews would allow one of their hotels to charge a $256 deposit and then not do a refund when it had to be cancelled And this was booked A year ahead And cancelled one week after making reservation...again one year ahead Sad sad sad because this hotel chain was highly recommended to me & was really looking forward to my visit but when you have traveling companions things can change overnight

I went to the website of the Drury Inn to book a room, I didnt realize that a third party was involved that charged a hundred dollars, then when I tried to cancel 4 days prior to check in, I was told that I would not receive a refund, the day before checking in my daughter couldnt believe this was a fact called. They made her get me on the phone to tell us the same thing. When I questioned the 30% fee I was told it was a third party fee. This Inn is charging 30% for someone else to do their website billing and charging 100$ to tell its customers they will never refund a cancellation? Why is this even legal? I was told it was in the paperwork. I think this is shady business.

I had made a reservation on May 17 and found I I could not go so canceled the reservation on May 20,2021. The reservation was for July 9th through July 15th. I had pre-paid $1,058.86 for my room. Drury informed me that since this was a non-refundable reservation, they are entitled to keep the full amount. I was not being given a refund nor was I able to use this money for a future reservation. They were just keeping my money. I am a Rewards Member of Drury. Even the airlines allow you to use non-refundable tickets for another trip - BUT NOT DRURY. I will never use this hotel again and will advise all of my friends and family to boycott them as well. This is so unfair.

Drury Inn Amarillo charged our card $50 for the standard incidental fees, but was having some problems with the card machine and thought that the card did not charge, They ran the card multiple times. After it was all said and done, the extra charges came out to over $300. When we talked to the hotel manager, he said he needed to talk to IT because they could not see the extra charges in their system, but AGREED that the charges were there based on our bank account charges. We conversed many times with the manager who said he needed to talk to his supervisor. We left the hotel with the assurance that the issue would be resolved. It has been over a month and the charges are still on hold. We have contacted Drury Inn and they have told us the charges are not there and it must be a problem with our bank. Because the charges are still pending, the bank cannot allow us to dispute the charges. This has caused great hardship for us and Drury Inn and its customer support team will not help us because we must be "mistaken".

To Whom It May Concern: It's unfortunate to have to follow up publicly, as we sent a private response on 9/14 concerning an incident on 9/9 and received no response. I'm reporting/making a complaint about an incident involving Drury Plaza Hotel San Antonio. During my stay, your security staff member, after a brief conversation, made several sexual innuendos, suggestive looks, and touched me inappropriately by placing and rubbing their hand over mine. This occurred between 6:00 PM and 6:47 PM, near the valet parking area. I immediately indicated that the behavior was unwelcome, removed their hand, and left the area. Later, the same guard approached the hotel's rooftop to close the pool, giving farewells that made me and my spouse uncomfortable, prompting us to seek new accommodation. After relocating and speaking with management, we believe the guard's conduct unreasonably interfered with our stay and created an offensive environment. The hotel's lack of response to the staff's inappropriate advances questions its integrity. Proper measures would have ensured an enjoyable stay without the need for this complaint.

I am a member of the Drury Inn and have always enjoyed staying with them even though it has been recent. I was planning on traveling with friends to the Drury Inn in Sante Fe this August for 3 nights. I booked a nonrefundable fee through ***. I have done this with other hotels and they have a policy if something traumatic would happen they can cancel and refund my money. My friend was diagnosed with cancer so we had to cancel our trip with no future dates in mind as we need to see about her health. I called *** and they said since the Drury processed the payment I needed to go through them and file a hardship. I did file the paperwork and was told several times they could not refund my payment per the Advanced agreement form which I never saw since I booked with ***. I had a choice to do an advance purchase booking for the same number of nights. I am single and with my friends cancer am not able to rebook as I dont know her health situation. I gave the Drury about a month notice of the cancellation. This is their high season so I am positive they will be able to rebook my cancelled room. First I never saw this Advanced purchase agreement from The Drury since I booked through ***. I am shocked they wouldn't make an exception based on our circumstances. Lastly it is high season in Sante Fe so they will be getting double payment for my cancelled room which seems to be illegal. I am looking into this matter with my attorney unless we can get this resolved. Thanks

Buyer beware! If you purchase through a booking company such as ***, higher management will treat you like you are a second class customer. Also, if you drive an "oversized" vehicle, do not even waste your time. You will end up having to pay almost $60 to park in a nearby parking garage for not even 24 hours (which the morning manager very rudely and loudly refused to reimburse in a further attempt to "embarass" us into silence after her rude comments about us booking through a booking company). Their website clearly states that the only vehicles that do not fit in the Drury Plaza parking garage are dually trucks due to parking spot widths and your vehicle cannot exceed 7 feet in height due to clearance. No where does it state no oversized vehicles. If you drive anything larger than a F-150 short bed or an SUV such as a Durango, do not waste your time. Valet is rude and the valet supervisor will argue with you about what is on the company website even if you show them their own policy. The only rays of sunshine on the staff here were the bartenders, the morning breakfast staff (she was absolutely wonderful and so kind), and the front desk Supervisor *** (she was very understanding of my frustrations regarding having to park in an unsecured, expensive af parking garage because valet refused to follow company policy to park my vehicle and compensated us to the best of her abilities). Also side note: Being in town for the livestock show, shavings dust comes with allergy sniffles so upon using the tissues in the tissue box in our room, we discovered that new tissues have just been getting jammed into the top of an old tissue box. After using the new tissues up, we discovered old, crusty, nasty, yellow tissues halfway through the box!Overall, for how much we paid to stay at a "nice" hotel on the riverwalk, we were extremely disappointed and frustrated. Would not recommend.

I stayed one night at this hotel as part of a group that held religious services in the hotel in one of the board rooms. I was planning to check out as soon as the morning service ended. It ended at 2:00 P.M. and when I went to get my things and check out of my room, I found myself locked out of the room and I had to get a staff person to open the door. When the door was opened I was SHOCKED to find that all my things had been removed and that the hotel had arbitrarily checked me out at 11:30 A.M. The staff person then had to search for my things and took them out of a storage bin, but there were things missing that included some food I had brought with me and a plastic bag filled with herbs, vitamins and medications I was planning to take at the end of the day. The staff person, an extremely unhelpful and insensitive woman, informed me that all of this had been thrown into the garbage. I fail to understand what gave these people the right to throw my things in the garbage. At the very least these things should have been kept and returned to me when I checked out. I HAVE NEVER IN MY LIFE BEEN TREATED IN AS SHABBY AND INSENSITIVE MANNER-- NEVER IN MY ENTIRE LIFE and I have done a great deal of traveling and have stayed in many hotels. Had the hotel told me when I checked myself in that I would need to check myself out at 11:30 A.M., I would have told them I would be checking out after the service was over and had they told me that they would need to charge me a little more, I would certainly not have objected and would have gladly paid it. But the hotel told me absolutely nothing when I checked in. They knew i was part of the group staying at the hotel for religious services and they should have known that I would not be checking out until the service was concluded. An apology in this case is NOT SUFFICIENT and I demand some form of compensation from the hotel for the shabby way I was treated and for the theft of some of my belongings, which were thrown into the garbage instead of being returned to me.

I would like my money back. I spent over200.00 on hotel and can't make it. So I can't make it. I want my money back

I had reservations at the The Woodlands, Texas location for March 20, and they had assured me that I would be able to get a refund. The pandemic hit the country and travel restrictions were put in place, so I had to cancel my reservations, so I did so on March 17. I have done what they asked me to do, fill out a hardship form online. I have called them multiple times and I just keep getting the run around.

I was promised I would have a clean room everyday and that they would be CDC compliant but they were not. While making my reservation I was asked would I like housekeeping everyday and I said yes. I want to be in a safe and clean environment and that is one of the amenities of a hotel. My room was not cleaned on several occasions they were not wiping down surfaces, changing beds sheets, cleaning the bathroom at all and occasionally I would get some towels if I asked. Not to mention there was mold in my room I had been coughing, acquired a rash, wheezing, and sneezing for days until I realized there was mold on the ceiling and my body was having an allergic reaction. I complained to the front desk about the mold and the overall cleanliness of the room instead of offering me a room they tried to blame the condition of the room on me. I called their corporate office to make a formal compliant a lady said *** or *** would call me back and compensate me for my troubles no call back yet

I went to the Drury Hotel on June 28 when i payed $330.58 dollars on cash and also a 50 deposit on my rush card. Which when i checked in i was never told there was no room service no was i asked did i need anything far as towels rags and etc after ghe four day i asked the lady in the hallway about housekeeping and she stated that there was no housekeeping unless you were checkin she said that she didnt understand why the front desk wasnt telling us this so the 4 day i asked for the vacuum cleaning products and rags towels and sheets which not one day i was offered any of this i had to ask myself no type of signs were stated that there was no housekeeping for stay overs. I was also charged 2 on July 01 i gave the front desk man a 180.00 in cash come fo find out he had also charged my card also tried to talk to them about it and i was just brushed away even to say there was popcorn in the crack of the bed were i took a video of cause noone had popcorn that was with me.Tried to call and file a complaint and they were rude to talking about i got a free night which is a lie.From June 28 till July 5 202. I payed $1086.07

I am writing to you because of what I consider a price scam. My wife and I decided to take a short getaway to Kansas City/Independence. We went online to see about a Drury Inn . that we could stay and found one in Blue Springs. Using the number we found online we called to make reservations. The price online was quoted at $126.00 per night but after making the reservations were told it would be $776.48 for the four night stay - thought that was very high but figured high taxes or other charges. Also with the increased travel this summer wanted to make sure we had rooms. We stayed August 1 through the 4th and on checking out received a receipt for the room of $508.00. Was pleased with the difference in cost and figured that is what I would find on my charge bill but that was not the case. When the bill came and the cost of $776.48 was still being charged I called the number listed and it ends up being Getaroom out of Texas. I was told to send a copy of my Drury Inn receipt and my charge bill showing the amount shown. I was shocked with the response - "Thank you for contacting Customer Cate and we apologize for the inconvenience. We understand from your complaint, the hotel provided you with documentation that disclosed a lower rate than what you initially paid. Unfortunately the hotel provided this documentation to you in error and should not have revealed this rate as your reservation was already prepaid at the time of booking. The rate which the hotel inadvertently revealed is a pre-negotiated contract rate between the hotel/supplier and Getaroom." WOW! I thought I was dealing with a reputable hotel chain. The difference in price $266.68 for maybe a ten minute conversation to make the reservation.

I discovered fleas on my elderly dog, about an hour after checking out of Drury Hotel, Collinsville, Illinois, about 9 am. In hindsight, the flea infestation my dog incurred in the hotel room, November 20 - 22, 2020, explained his refusal to sit down or lie down most of the time we occupied the hotel room. My dog did not enter any establishment nor home during my November 20 - 22, 2020, visit to Collinsville, Illinois. My dog entered the hotel Friday night, November 20. He did not leave the hotel premises Saturday, November 21; he relieved himself on hotel grounds that date. My husband and I checked out of the hotel the morning of Sunday, November 22. My husband and I stopped at two retailers in search of flea drops once we discovered the fleas as I held our dog on my laptop for the road trip from Collinsville, Illinois, to our home in the Dallas, Texas, area. The *** in Eureka did not have flea drops, so we drove to the nearby Walmart where I purchased and applied flea drops to my elderly dog. I thought that resolved the issue. I do recall my dog twitching in his sleep during the long road trip. I did not think to inspect him all over, after applying the flea drops. Sadly, when I arrived home in Texas near midnight, I immediately bathed my dog, during which I discovered the aggressive fleas had clustered on his neck, above his chest, out of my sight, and away from the top of his head and along his spine to his tail where I had applied the flea drops. I bathed him extensively, and, then, with no delay, I called the hotel to report the fleas. A male employee answered and told me to call back in the morning when administrators would be present. I called back that Monday morning, November 23, and I spoke to *** who thanked me for notifying them, asked whether I planned to incur any veterinary costs, and told me she would request their pest control service to assess the hotel room for flea activity. She told me to expect a delay of her follow-up, given that the Thanksgiving holiday may cause a delay in the pest control service's availability. When *** did not call me back, the next week, I called the hotel. I was told *** was unavailable, and my call was given to ***, whom I was told is the manager. *** expected me to report my concern from the beginning. When I told her I expected her to have knowledge of my concern, she accessed some recordkeeping book, admitted it was disorganized, apologized that *** had a family emergency, and asked me what I wanted as a resolve. I told her *** offered me reimbursement of any related expenses, and that I wanted what is customary. I told *** at the time I spoke to ***, November 23, I had no intentions of incurring veterinary costs, but because my elderly dog had not returned to his baseline within 24 hours of any setback, I had made a veterinary appointment and was upset that my dog was lethargic, still, so many days later. *** offered me one night's reimbursement and the pet fee I was charged to cover both nights. I thanked ***, explaining that the reimbursement was fair to cover my anticipated veterinary costs. However, my veterinary cost was $ 271.00, far more than I anticipated, but necessary to check my dog's blood, which determined he had a secondary skin infection and needed an antibiotic. I tried calling *** at the hotel, to no avail. I tried calling customer service at the corporate office, to no avail. In both calls, I left messages of my contact information, and neither call has been returned. In a documented attempt to submit my veterinary bill for reimbursement, I mailed the veterinary bill via Certified US Mail, Return Receipt Requested. I have received the Returned Receipt, yet, no Drury Hotel employee has responded to me. My dog died at home the morning of December 28, after being unconscious for about three days. He was 18 years, 7 months, and 11 days old. Fleas are to pets as bed bugs are to humans, as both *** and *** admitted. Clearly, the hotel does not use its pet fees charged of customers to vacuum and sanitize a hotel room to protect the next guest being assigned to the room. Clearly, the hotel has no good faith interest resolving this issue with me, since I incurred veterinary costs and my pet died. Please, helpe m.

I am clearing up the false claims that I would not allow your staff to clean my room;which was Peartree's claim for eviction . It was Discrimination and bullying. I have been staying at Pear tree and Drury Inn Fenton for about 5 or 7 months I spent part of my spring and summer there. I spent thousands of dollars staying there after my mom passed away this past year and her husband past this summer I was staying there when I found out he past. I knew all the staff that was there and we talked often. I was very upset towards the end of the summer when I was staying at the Drury Inn Fenton because I was starting to be harassed by one of the staff girls about room cleanings. She would talk to me like a child everytime I came down to extended my stay. I would let her know later when I wanted my room cleaned the next day. Because I was staying there months at a time they didn't need to come in my room everyday. I kept my on room clean and because I had a lot of my stuff laid out and organized like an apartment when housekeeping would come to clean my room; it wasn't much for them to clean but maybe the mirror, trash, and vacuum. Frontdesk would call my room daily, so I unplugged my phone so I could rest. They then would call my cellphone, or knock on my door. I would ask why; they would say because they didn't see me yesterday so they were checking on me and if I didn't want them bothering me I should just call them to let them know how I am doing!? This is what was said by a lady at Pear tree and was also the same issues I faced at Drury Inn Fenton across the street; I am 33 years old not 3. I filed a complaint at Drury Inn Fenton because I would make an appointment at 9am for my room to be clean anytime while I was gone via protocol and I would leave for 5 hours comeback around 1pm and the room would not be clean. Then on days when I wasn't due for a cleaning I would comeback and they had removed my things off my bed , changed stuff around without asking me. That's not right I felt highly violated and I wrote a report; nothing was done. I left a week later and stayed at Drury Inn Valleypark Southwest for a week. I then decided to stay at the Peartree Inn Fenton which was across the street from Drury Inn Fenton (I was trying to avoid having issues with them harassing me) I was staying in hotels to stay off the street from police... /following harassing me. I was not the issue. I am always apart of the solution. However, I had not been to Peartree for about three months and they had new management. I came and stayed for about a week and when I decided I wanted to extend two days the bald guy was asking me personal questions that was not his business and I told him that it was personal he didn't need to know why I was staying there and where I was going. After those two days I came to extend my last 3days but no one was at the frontdesk, so I left a note "I'll be back later, don't clean my room etc." When I got back to extend my 3days the bald white guy was there and he asked about room cleanings. We had spoken about it being clean on the next day which was Nov 20 2020. The next day I was not feeling well when the cleaning lady came knocking on my door. I told her to give me all new towels and sheets and I'd give her all my old ones and all my garbage; so she did and left. I started eating breakfast and 5 mins later I heard banging at my door like someone was trying to break the door down. I come to the door and it's the bald guy yelling " let him in, let him in", of course I am a single female with my robe on. I am not letting you in. He starts screaming that's not what we discussed, I said what are you talking about, he screams we need to clean your room. I said the lady just came up here and took all the dirty items and there was nothing left to be clean. He coutinued to harass me and accused me of lying and it's all on tape. He then called the police to come and evict me from my room; while I was already sick that day. All of this is on tape. He then gave me my refund and told me I was not invited to any other Drury Inns within the state of Missouri. I told him he was not the president of the company and I would like a written letter from corporate if this is true and why. I told him I would not be coming back there to any of those. The harassment continued when I arrived at 3:30 pm 11/20 at the ***. I had just gotten my room and put all my stuff upstairs and left something in my car. When I came to my car a guy from Drury Inn Southwest bursted out the back door, then stood behind someone's car. I saw him watching me and I thought he was a robber getting ready to rob me because it was night time. When I got the my passager side door he came up and started harassing saying" because I was evicted from Peartree that day, I couldn't be at *** because Drury Owes it. And I said what is your point of harassing me? He said nothing after I asked. I've never had issues in this area with any hotels or staff; I had just been at that *** a week or so before with no issues. I was targeted, and harassed. Because of all the pressure that night I became very ill and the Ambulance had to come to *** to take me to the ER. It was not Covid-19. But this kind of behavior has to stop; if I would have died you all would be liable and I also still feel that your staff is liable at multiple locations. I comply with all of the rules and I was a loyal customer and this was how I was treated as if I was a criminal when I got out of the hospital they still evicted me and called the police. This is abuse. That is why I am reporting it.