Fairfield by Marriott Inn & Suites Memphis Germantown — Hotel in Germantown

This is the worst place I have ever tried to stay at in the 40 years I have been staying at hotels. When my wife and I arrived for a nice stay with our son's family, we were told that an air conditioner was broken and we were being sent to another hotel 10 miles away. I had booked the hotel room in April, but that did not matter. Part of our group also had ac problems, but were given fans for their rooms. The whole purpose of staying here was to be with our grandchildren. We were moved with no apology or regret on the part of staff. We were given a map to another hotel 10 miles away. The map was marked incorrectly, and we had to find our way on roads that we were not familiar with in the area. The other hotel was much older. The staff was friendly, but the conditions in the hotel were not great. I called Fairfield complaint number that I found on line and reached another hotel in Maryland. The person I talked to said that the internet number was wrong and that this had happened many times before. I finally reached the correct corporate HQ line and was interviewed about the problems. On Friday, I received a call from a person at the hotel who said she wanted to make all of this up to me. She said she would give me reward points to make up for the problems. This Fairfield did pay one of the two nights of our stay at the other hotel, but I asked that they pay the second night as well. On Tuesday, I called the person back and they did not seem to remember talking to me. I reminded them of what they had said and they sent me an e-mail to register with Marriott rewards program. The registration required a rewards number which I was not given, so I called the Rewards number provided. After spending 20 minutes on hold, I finally gave up. The next day, I called back and spoke with a representative. She was curt and not friendly and ended up hanging up on me after I got the rewards number. The person at the hotel said that she would give me a credit toward the room that I paid for at the other hotel. When I looked at my credit card statement, I found that I had received a charge for the room instead of a credit. This has taken two weeks so far, and the frustration level of dealing with the Fairfield Inn at Germantown is extremely high. My son and his family did stay there for three nights. Their refrigerator did not work and their toilet was stopped up for almost a day without a maintenance person even checking in to bring them a plunger. He told them he would never stay at a Fairfield again, and I am very close to that point myself. Over the years, I have had very good if not excellent experience with Fairfield. It is sad that this experience has soured me so much on their chain. I will look for other accommodations in the future when I am looking for a place to...

We stayed at Fairfield Inn and Suites Germantown, TN for a total of four nights. We arrived earlier than the check in time and was informed that there was no room available yet. So we left and came back an hour later. As I walked in the door Brittany addressed me by name, told me a room was ready and I had been upgraded. As we were walking thru the lobby my husband was dribbling coffee. He told Brittany and said if she had a mop or cloth he would clean it up. She said absolutely not, they would take care of it. I couldn't get the door to open so I asked Robin, the housekeeper on the floor, if she could help. She said she would be glad to. I was turning the handle the wrong way and we had a chuckle but she did not make me feel dumb. Then one of the TVs did not work in our suite. Another front desk person, Deanna, came up. She discovered some wires had been disconnected and that our microwave and refrigerator were not plugged in so she took care of all that, having to move furniture in order to get to the plugs. I am a picky eater so I was less than thrilled with the complimentary breakfast but there was still enough that I could eat. Hubby loved it. And the breakfast lady did an awesome job of keeping things filled and neat and clean. Each day when we returned from our outings, Brittany and Deanna would ask what we did. I know this is a long review but I just want to stress how friendly and helpful these ladies were. I was really kinda sad to leave them. Hopefully we may make another trip to Germantown and all these ladies will still be there. They represented their hotel very well and Fairfield is lucky...

This hotel should not even qualify for a star period . Marriott is suppose to be a high end hotel thats why we booked it . It was nothing like the pictures . Our children could not swim they had to drain the pool the night we got there for some reason . The next morning the pool was open again but there was a cloudy slime substance floating in the water , so they still couldnt swim . People travling with children book rooms with indoor pools so reguardless of weather their children can relax and have fun .The rooms were small there was a horrible odor ,the floor by the window was sinking in . I have all boys there was no area for me to get dressed in private but the bathroom there is no where in the bathroom to set your clothes to get dressed . The kids would not sleep under the covers the room was so nasty. We tried to get our money back to go to another hotel however we were told it would take 5days to be refunded to our card. We had other families travling with us we let them know to cancle their reservations and go elsewhere so they were not stuck in the same mess we were .Our card was charged a conconvenience fee which they do not tell you when your checking in . They charged our card on Saturday refunded it on Monday and re charged it again on Wed . Wish we would not have paid with a card . Poor attitudes from staff a over priced room and still have to buy breakfast elsewhere . Nobody got a good nights sleep the hotel was very loud I will not book with this hotle on our next trip this July. Marriott has left a bad taste in my mouth very sorry they are earning...