Candlewood Suites Memphis East by IHG — Hotel in Bartlett

This is a new hotel, and they have not yet worked out the kinks. The owner lives on-site in suite 209. We booked a few nights while our home is being repaired. We live local and the location was convenient to our jobs. My family originally booked suite 409, in which the air was non-functioning. We were moved to suite 309, a handicapped suite. The experience got worse from then on. The TV service didn't subscribe to many channels beyond basic cable. The bathtub and linens were unclean. The pull-out couch, although supposedly brand-new, gave me the worst sleep of my life. The kitchen had many of the drawer handles missing. The full-sized shampoo and conditioner bottles were bolstered to the shower wall (I assume to prevent theft), as they did not have mini toiletries that often come standard in hotels. The shower had very little water pressure. The hotel only allows you 2 towels at a time; you have to exchange your dirty towels for 2 clean ones. This was not enough for the 5 of us- my 2 parents, myself, and my 2 babies. Overall the vibe felt very cheap to me- as if it were all constructed economically to conserve funds.

The worst experience was after our second night in suite 309. I woke myself, my father, and my two young babies up for work at 5 a.m. We got ready and left the hotel by 6:15, leaving my mother by herself for the day in the suite. The hotel staff did not say anything to us as we left for work, yet soon after called my mother in the suite to say there were complaints from the person below us about footsteps at 5 a.m. The person who was in the suite below us was, in fact, the owner, a foreign woman. My mother came down to the desk to speak to the hotel staff member, Monty, face-to-face about moving us to yet another suite and to explain that we wake up early because we have to go to work like normal, upstanding citizens in society. Monty immediately copped an attitude with my mother and said he was going to put us out and call the police. Monty then harassed my mother on the phone in the suite as she packed its entire contents and was responsible for moving it downstairs to her vehicle unassisted. She has lupus, and has a hard time doing any lifting and climbing. Monty did, in fact, call the Shelby County Sheriff's Office to escort her off the premises. I think this is ludicrous.

For the owner to have made the noise complaint is absolutely incredulous to me. This does not seem fair nor family-friendly to throw out a public school teacher and single parent of 2 babies and her ailing mother at 7 a.m. over footsteps. Message to the owner: you cut corners building your hotel. If you can hear footsteps from the floor above you in your hotel, then your economical engineering resulted in a cheaply constructed building that could have been better soundproofed. It may look pretty because it is new, but it is not quality. This was the absolute worst hospitality experience of my life. These people have no business being in...

This hotel was great for a long extended stay. I had to book for a months long visit and was surprised at how comfortable the bed was. Also enjoyed having the options of soft and firm pillows.

I did encounter several issues that had to be brought to the front desk and some were resolved right away and others not. I understand that rooms are cleaned weekly when staying. However, I expect the room to have a thorough cleaning. The beds were refreshed and towels replaced in the bathroom, but many things were overlooked each week. The desktop working areas were not cleaned properly and could see where they cleaned and didn't based on watermarks from glasses. Garbage cans were changed but bags were not put back into them to dispose of trash. I had to use plastic bags from the store until they replaced them.

The shower bottles of shampoo, conditioner and body soap were not even full and I had to bring them to the desk for them to refill since they barely had anything in them when moving in. The same hairs were on the counter in the bathroom so I know they didn't clean and sanitize the surfaces.

I didn't have much paper towel to start with, but when I ran out, I went to the front desk to ask for more and was told that they were out and had to wait for a delivery. I waited 3-4 days and went down again and asked and said they didn't have any in stock. If you are a hotel, these are basic necessities that should be on hand to replace. I asked them to take one from a room that wasn't being occupied so I could use them since I was going to be there for a long time. This was never done. Finally, a few days before leaving, paper towels arrived in my room.

Floors did not get vacuumed weekly and I had to go down and complain because I had crumbs on the floor that were obvious and the cleaners didn't do anything until a complaint was made.

I did enjoy the free laundry services. The only complaint would be that the drying time needs to be longer than 10 min. Even on a high heat setting, 10 min. was not long enough so I had to make multiple trips down to reset the dryer.

Had issues with the person on the floor above me and having the dog rumbling across the floor for hours at a time late at night. I was here for business and wanted to get sleep, and this prevented me from doing so a few nights. After about a week of putting up with it, I finally called down to the desk to complain.

Staff was friendly, but sometimes did not get messages that were relayed to have something done when they said they would...

Horrible experience. Drove in and went to the front desk. The man behind the desk barely acknowledged my presence even though I was the only one in the lobby and hardly said anything to me during the check in process. I then had to change rooms THREE times. The lock on the first room he gave me (Room 114) didn’t work. As in there was no way to get in to the room. The key card didn’t even work. I went back up to reception (to deal with Mr. Quiet again) and informed him the lock wouldn’t open. He proceeded to mumble something about how that lock doesn’t work and doesn’t know why “they” don’t just block it off. He gave me a new room (Room 116). Once I got into Room 116 the climate control would not blow cold air. It wouldn’t even turn on when you set the thermostat to “cool”. It was missing hand soap and towels also. My boyfriend then went to reception to inform Mr. Quiet about the lack of air conditioning. We were then moved to Room 218 where everything seemed to be working and products seems to be available. After settling in and then going to get food we noticed that the lock on Room 218 doesn’t work either. It would not latch when leaving and I could shoulder the door open from the outside, so I had to stay while he left to go get food and lock the door from the inside only with the deadbolt and the door latch at the top of the door. By this point we were too tired from an 8 hour drive to request a FOURTH room. This definitely put a damper on our plans for the next day - we had planned to do a little sightseeing seeing before checking out at noon but could not because our luggage would not have been secure due to the door not locking. The stairwell exit door on the north end of the building didn’t even close and latch, which poses a security concern. The hotel in whole was poorly constructed judging from the improperly installed air conditioning and doors, there were holes in the walls around wall outlets, even with the face plates on and the shower doors were upside down (there were stickers still on the doors with the word “up” and an arrow pointing up on the bottom of the doors). The water pressure was poor (slow trickle) and took longer than it should have. Definitely would not recommend staying at this establishment (it was opened in August of 2018 according to Mr. Quiet at the reception desk) and highly doubt we will ever stay at another...