Hilton Garden Inn Memphis East Germantown — Hotel in Germantown

When I arrived on Friday there was something brown on my fitted bed sheet. I informed the front and she took care of it for me quickly. I was not in the room long on Friday but Saturday I noticed the toilet was running and that is one annoying sound when you are not feeling well, tired and trying to rest. My tv didn’t work and it someone else’s name Richey displayed and room number 542, this made me nervous because I was traveling alone and did want anyone to walking in on me coming to the wrong room. I have had this to happen at several Hilton hotels ( Farmers Branch and Pigeon Forge) and this is why I stopped using them for two years. A worker came up and did something to the tv with a couple of remotes and it started to work but soon went out again so I called back to the front desk and she stated everyone was gone and she would let them know in the morning. When I asked the young lady at check up she said she was in aware there were no notes. So now I am livid that she didn’t care enough about me as a customer. Now I paid for my room on my Capital One in full before arriving and when I got to the desk she told me I had to put down a $100 deposit so I gave her another card for that. This was for the deposit ONLY but when I looked at the receipt the next day I see were the payment was refunded back to my Cap One card a divided onto the two cards. That was not how that was suppose to go and I don’t understand why a person would do that. I needed all of the charge to be on one card. I called back and they said I have to speak with a manager so I left a message for a callback and I have NOT received that call yet and I checked out on Sunday and today is Saturday. Is this what the Hilton brand coming to? I don’t see this as a quality hotel experience of hospitality.

EDIT: I still have not heard from management and that is unacceptable. The automated general message is not acceptable, I took time out of my day placed a called to the business and expected a call back NOT THIS sorry message posting. This was a business trip and after not receiving the correction to add the charge to the right card now I am out of $100 of my own money from a trip that was business related because of carelessness and incorrect billing on behalf of your staff and all you have to say is we’re sorry. I expected better from a company of...

We have been loyal Hilton Honors members for years, so we almost always choose a Hilton property when traveling. I was hoping to find a place we can stay again and again for the next few years while our daughter is in college in Memphis, but this will not be the one. To be fair, I will list the positives first. The front desk staff were friendly and professional, the property was in a safe location, and the hotel was mostly clean.

Now the negatives: the key card system was down for our entire stay, and according to staff had been down for a couple days when we got there. Every time you needed to enter your room, you had to wait in line for someone to walk you to your room and let you in. All exterior doors were unlocked because there was no other way for guests to enter the hotel. This is clearly not a safe practice, and there seemed to be no urgency in getting the problem taken care of. As I stated before, all staff were courteous and friendly. I believe this property must be poorly managed.

Yesterday we were also informed by the restaurant employee who escorted us to our room that the entire system was down hotel-wide and they were unable to ring up anything food or drink.

There is no housekeeping service at this hotel unless requested, which was fine, but sort of strange. When we wanted to use the ice bucket in our room, we discovered that it had about three inches of water in it from the previous guest, which made me wonder how clean the rest of the room actually was.

Overall, this was a disappointing stay. If there is a problem so severe that no one in the hotel can have a key card, the hotel management should be finding other accommodations for all the guests, or at the very least, offering free breakfast and drinks or even bottles of water. No apology or attempt to make things right AT ALL.

Lastly, the walls in this hotel were thin. On night one, we could hear our neighbors to the left talking until very late that night. On night two, our neighbor to the right went out and left a barking dog, assumedly in a crate. We had to call the front desk because it went on and on and on. This is a hotel that is not supposed to allow pets.

I wish I could say we’ll be saying here again, but I can’t see that happening since management seemed to be completely absent...

Very disappointed in this hotel. Don't trust the high ratings. It doesn't live up to expectations. I I never planned to complain about the dirty room bc it was late and we were tired. We just wiped it down & kept it pushing. But the issue with the front desk person being rude & nasty pushed me over the edge.

The Good: Bathroom was clean Breakfast was mostly good (especially the omelets) Good location in Germantown. It's close to shopping.

The Bad: Room was very dusty. It needed a good wipe. Nightstand in between the beds were dirty & had white crumbs/residue on it No room service like it says on the Hilton site The pancakes were too thick. Inside was dry and it tasted like old oil There's only 1 employee working at a time at the front desk & at the restaurant. The poor woman at the restaurant had to be the wait tables, clean, and take to-go orders all by herself. Get her some help!

The Ugly: The sheets have so much pillage. They needed to be RETIRED. Front desk told me the hotel was "completely booked" when I asked to extend my reservation for 1 night (a Sunday night in a suburb... LOL) Hilton customer service told me I could get an extended night at the rate I paid for the other nights. They called the hotel several times to facilitate. The front desk girl kept hanging up on them. Hilton CS told me the GM was on call and to go to the front desk to handle the situation. We were on the phone for 43 mins I went downstairs. It was the person who lied to me when I called earlier. She was rude & dismissive. She refused to allow me to speak to a manager or extend my stay at my original rate.

I'm currently writing this review from the Courtyard by Marriott Memphis East/Galleria. It's a brand new hotel. The room is perfect & the customer service is impeccable. I will gladly choose Marriott over Hilton...