Courtyard by Marriott Memphis Germantown — Hotel in Germantown

This is a long one so bare with me- short version is avoid this place if you’re remotely interested in professionalism or proper customer service. Spend the extra few dollars and go to a better property down the road.

I’m making it a point to post a review while literally in the middle of driving across the country to relocate because this is worth sharing in hopes others avoid this property and a bad experience. . Last night after a 12 hour drive I arrived to check in. Nicely greeted at the front desk and then asked for my information, normal check in. I had however booked under the friends and family rate as my significant other is a Marriott employee, saving about $30 from the regular rate, but hey I’ll take a savings when presented. I was asked for the form, which some properties ask for and others do not. I didn’t have it with me at the moment and asked if I could have him email it, they said yes. Only issue was his property works differently and their HR department has to send the form, which they were closed. He said he could just do the booking under his employee log in, send the confirmation to the hotel and his employee information. I was told this was acceptable. However, when they found out he was not yet at the property with me to check in the tone completely changed. Easy fix as he can call in, advise he did the booking and provide authorization I can check in—- wrong. Now I was advised not only could I not check into my original reservation under the employee rate but I could not check into the one my partner made as well and neither of us could cancel or we’d be charged for each reservation. What? Continuing the nightmare that is the front desk of the courtyard Marriot, a lovely(sarcastic) employee named Danielle proceeded to not only be completely unprofessional and argue with myself as well as my partner over the phone in a truly disrespectful almost embarrassing attitude and tone, while standing in front of her watching her speak to my partner she slammed the phone down mid conversation and yelled out loud while other guests were in the lobby that she was done with the call and needed to switch with her colleague. Keep in mind she didn’t even give the coworker the decency or heads up about what the call was even about so the conversation that was already 20 minutes in now needed to be restarted. She again advised both reservations will be charged even though they wouldn’t let me stay at the property under that rate while speaking in the tone you would to a child. Eventually I decided to stop trying to get them to understand how I too have worked front desk and not only managed hotels but am in the travel business with American Express and typically deal with more upscale properties. I am fully aware any reservation especially one made 10 minutes prior can be cancelled out free of charge without an argument or issue. To this she had a less than friendly response yet again saying that is not possible. So apparently either the employees are not properly trained at this property, their management doesn’t think they’re capable of learning the system so they were not fully taught how to fix existing reservations on their GDS, or she just felt like belittling a potential guest was the best route to go.. I’m going to guess a bit of all three.

We will both be disputing any charges from this hotel. Honestly felt I should’ve been the one being paid for that encounter, it was a joke. No bookings will be done here for any of my clients at this property and I will make sure to share the review in as many outlets as possible. No one needs to be hassled like that.

Skip this property, go 15 minutes down the road to Hyatt Place where they have a professional staff who know how to speak to guests like an actual human and paying customer.

If you’ve lasted this long reading this review, you’re a champ and have...

We had a king room with sleeper sofa. Arrived on a Saturday for a Sunday departure.

Let's start with location -- it's convenient to about anywhere you need to be. Not far from downtown, collierville, and wolfchase area, it's pretty centrally located.

The staff, at least the two I interacted with, were pleasant and upon learning of my issue (discussed below), apologetic. The pool was closed due to painting, which, this being the off-season isn't a horrible thing, but would have been nice to know when booking online. From here, things start going downhill.

The room we booked, as mentioned above, was a king with a sleeper sofa. That part was fine, but the lack of a bath tub was a sticking point with the wife.

The bed was decent, nothing better than I've slept in in a Super 8 or Quality Inn, certainly not worth the $170+ I shelled out for this room. In addition, due to a gas leak in the area, the shower had nothing but cold water on offer. When I asked about why there wasn't any hot water, the explanation was that the fire dept shut the gas off and it would be cold for a few days. That should have been communicated to guests and perhaps an opportunity to change properties would have been in order. Yet nothing was said until I questioned staff about it.

I should also say that for the rate, one would think at least a continental breakfast would be included. Not here. the breakfast on offer was through a 'cafe' in the lobby that served mediocre at best food for a hotel premium price. After trying it, I left and went to Perkins across the street and had a great meal for less!

For the size of the room, level of service, and lack of even a basic breakfast for free, I'm rating this hotel 3 stars. Even the Holiday Inn down the street gives a decent breakfast away with the cost of the room. And their rates are about the same. That said, if I'm in the area again, have extra money to throw away, and need a palce to stay when all other options are taken, I at least know I can get a decent, if not highly overpriced, sleep at the Courtyard...

The gentleman in front of me checking in had reserved a King bed as he said he cannot fit in anything else comfortably but was told he did not and there was not one available. The front desk person called another Marriott approximately 5 miles away and he was sent there. I had also requested a King as usual but again, there was none available so I took a Dbl Queen. I walked over to the Bistro and ordered a burger; however they did not have any buns. Sigh... so I told her it was fine I would take it without the bun. Since I was only on the 2nd floor, I ran my bags up to the room but shortly thereafter, there was a knock. The Bistro delivered my burger in a plastic container... but not in a bag. When I finally opened it to eat, there was no utensils, no napkin, no condiments packs. Because there was no bun, I had to eat the burger with my fingers without a napkin! When I went to throw the container in the trash under the desk, it was over half full with someone else's garbage! That was unacceptable not to mention disgusting!! I decided to call the front desk and spoke to the same girl who checked me in. She was very apologetic and offered complimentary meals which I declined. Then she said she would leave a note for the AM manager to approve 10,000 Marriott points (her number, not mine). Had issues with internet and had to call hotel's service provider. When I got home and checked my points, the additional complimentary points were not on record. I called the next day around 4:30pm and asked for the manager. She was gone for the day but I left my number for her to call me back before filling out this survey. I have not received a call back yet. Very unsatisfied with customer service... still waiting for resolution to...