Guest Policies
Frequently Asked Questions
Q: What are the requirements to stay at HavenHouse St. Louis?
A: The patient's and guest's current, permanent address must be at least 50 miles from the referring St. Louis area hospital. There must be an adult 21 years of age or older staying in the room at all times. Guests can only stay with us if there is medical need. Guests requiring mobility assistance should have a travel companion staying with them.
All new guests must be referred to from an area hospital. They cannot be self-referred or referred from a non-St. Louis hospital.
Q: I spoke to the hospital, and they have no idea what HavenHouse is or how to submit a referral. What should I do?
A: Hospital staff are more than welcome to give us a call at 314-434-5858 so we can assist with the referral process. We will guide staff through filling out the HavenHouse referral form (available on our website at havenhousestl.org). After they have completed the one-page form, they can fax or email it to us. Our fax number is 314-434-6541 and our email address is reservations@havenhousestl.org. The fax number and email address are also printed on our referral form.
Q: Where are you located?
A: We’re located in St. Louis City at 3450 Park Avenue. Our zip code is 63104. The following hospitals are within 3 miles of us:
Cardinal Glennon Children's Hospital, St. Louis University Hospital, Shriners Children’s St. Louis, St. Louis Children’s Hospital and Barnes Jewish Hospital
Q: Do you provide any discounts or financial assistance?
A: HavenHouse St. Louis does not provide financial assistance, but you can always reach out to your social worker or case worker to see if they have any suggestions.
Q: Do you provide meals?
A: Yes! HavenHouse serves free breakfast daily beginning at 7:00 AM and free dinner beginning at 6:00 PM, with breakfast beginning at 9:00 AM on weekends. In addition, we have complimentary snacks and drinks available 24/7.
Q: What time is check-in?
A: Check-ins are pre-determined appointment times beginning after 2:00 PM. We will call you to confirm your reservation and will work with you to select a time that works best for you. Rooms are not guaranteed before the arrival time slot. If you wish to check in before 2:00 PM, we ask that you reserve your room for the night before your arrival.
Q: What time is check-out?
A: Check-out is by or before 11:00 AM. We do not grant late check outs. Guests are required to pay for an extra night if they need to check out late.
Q: What is your cancellation policy?
A: We require that guests cancel their reservation by 10 AM on the day of their arrival. Anyone who cancels after 10:00 AM will be charged for the full night. No shows are also subject to the late cancel fee.
Q: What are your rooms like?
A: All standard rooms have private bathrooms, TVs, and mini fridges. The bed make up varies between rooms. While we do try to accommodate everyone’s requests, we cannot guarantee a specific room or room type. We can guarantee that there will be enough sleeping spaces for each guest.
Q: Do you allow multiple rooms to be booked for one patient?
A: Due to the limited amount of guest rooms we have available, we must limit rooms to one per patient.
Q: How do I book an apartment?
A: Anyone wishing to book an apartment must reserve it for a minimum of 14 days. They also must have a new referral sent over from the hospital confirming the need, even if they have a valid referral on file.
Q: Does your shuttle go anywhere other than the hospital?
A: It does not. We only pick up from and drop off at the main entrances of hospitals within 5 miles from HavenHouse St. Louis.
Q: Can I be picked up/dropped off at a time not on the schedule?
A: No. Our shuttle is volunteer based, and we can only transport at the times listed.
General Stay & Check-In
What time is check‑out?
Check‑out is no later than 11:00 AM. Late check‑outs require payment for an extra night, and rooms cannot be held or extended.
Can I have other family members use my room key?
No. Guests must not pass the room key to any unknown family members without staff authorization.
When should I notify staff about guest changes?
Notify staff immediately about any guest changes. All new guests must check in with staff for safety.
Dress Code & Community Spaces
Is there a dress code?
Yes. Shirt, pants, and shoes are required outside your room.
Do I need to clean up after myself in shared spaces?
Yes. Guests must clean up after using all community spaces and kitchens.
What are quiet hours?
Quiet hours begin at 9:45 PM, and TVs in common areas turn off at 10:00 PM.
Room Care & Housekeeping
Is housekeeping provided daily?
No. Guests are responsible for keeping their rooms clean.
Are cleaning supplies available?
Yes. Cleaning supplies are available if requested.
How should I store food?
Keep food to a minimum, store it in sealed containers, and take out trash promptly.
Can staff check my room?
Yes. Staff may check rooms anytime for cleanliness or concerns, and management will check rooms every 7 days for long‑term stays.
Visitors
Are visitors allowed?
Yes, but they must pass a background check and visit by appointment only.
Can visitors eat meals or use guest amenities?
No. Amenities and meal programs are for registered guests only.
Do visitors need to check in and out?
Yes. Visitors must check in and out and be accompanied by their host at all times.
Are visitors allowed in guest rooms?
No, unless special permission is granted by management.
Prohibited Items & Conduct
What items are not allowed?
Alcohol, non‑prescription drugs, marijuana, weapons, candles/open flames, and space heaters.
Is smoking allowed?
Not indoors. Use designated smoking areas east of the house. There is a $500 fine for smoking inside or on patios.
Are pets allowed?
No pets permitted. ADA‑compliant animals may stay with pre‑approval.
What happens if rules are violated?
Guests violating rules will be asked to leave immediately; theft or damage will result in police reporting and charges for losses.
How old must guests be to stay alone?
Guests must be 21+ to stay alone. Anyone under 18 must be supervised by an adult.
Safety & Security
Can I take a tour before I stay?
We are not open to the public for tours, even with a current referral or upcoming reservation.
How many keycards do I get?
Guests receive one keycard at check‑in. Replacement cards cost $7.
Should I hold the door for others?
No. Do not hold doors for anyone outside your party.
Are there surveillance cameras?
Yes. Common areas and exterior spaces are monitored by audio and video surveillance.
What happens during an emergency?
Emergency exit paths are posted throughout the building. Guests must follow all staff instructions.
Is HavenHouse responsible for lost or stolen items?
No. Guests are responsible for securing their belongings.