Holiday Inn Express & Suites Memphis/Germantown by IHG — Hotel in Germantown

This Holiday Inn Express is located in a safer Memphis area. The hotel was very clean, room was comfortable, Heat/AC functioned properly, solid water pressure, and breakfast was acceptable.

Why two stars? It is all about the customer service.

I have stayed 119 nights in IHG rooms this year out of 237 total nights in hotels this year, Diamond Elite Status.

My flight into BNA arrived late from PIT due to scrambling to find a flight crew.

When I picked up my car,

I called the hotel at 12:54 that I would be arriving around 4am and would still need the room for a brief sleep before work. I know they have to close the day out and didn’t want to be room less, or have my room given away.

I was assured there would not be a problems

and continued my journey to the hotel.

When I arrived, I thanked the front desk clerk for holding my room. She said, oh, you are here and went on to explain that she did the night audit and closed out the room at 3:30am.

I said I still needed to sleep, before work and that is why I called to secure the reservation until I arrived.

30 minutes later, she finally rebooked a room and told

Me she would talk to the owner in the morning and I should ask for him.

The next morning, while checking out, I spoke to the owner who explained that the clerk did nothing wrong, she had to close the book and she couldn’t check me in because they have a lot of credit card fraud?!?

He then spent 20 minutes adjusting my rate to my booked price instead of the walk in price and added my IHG rewards account to the stay. He asked if I wanted the 500 loyalty points or an amenity for the Diamond status and told me to call him if I didn’t receive them. (I didn’t but it’s 500 points, I am not going to call and waste 10 minutes for 500 points)

Never apologetic, only mentioned that the hotel was close to earning a Torchbearer Award?!? and he would appreciate if my experience wouldn’t impact his chances as it is a great honor.

I do not feel they earned it on my experience. I am sure the hotel has solid service on everyday visits, but for mine, the ball was dropped and I am disappointed.

If the room couldn’t be held, I should have been told or called and I would have stayed somewhere else that could accommodate my request.

I would have understood, instead, I was told otherwise and it was...

This was our first stay at this site. It was absolutely fantastic! ALL staff were amazingly friendly and helpful. The room (and breakfast) was great as well.

I had accidently cut my toes on the bathroom door and didn't realize some bleeding occurred, showing up on the bed sheet I happened to be sitting on. I informed the manager that the bathroom door was slightly hard to open, requiring a pull to open and close it, which caused the scrape. I apologized to the manager about the blood on the sheet, and offered to pay to have it cleaned. He said to not worry about it. Then, within 20 - 30 min of my letting the manager know, housekeeping services came to our room and changed out the sheets and cleaned the room as well. Then, right after they left, the maintenance person came to check out the door and fixed it so it could swing open without having to exert extra effort in opening and closing it. Everyone was so very nice about it and asked if there was anything else they could do. WOW!! That was incredibly quick to take care of the situation. couldn't help but notice those in the dining room were always busy cleaning off the tables, seats, and refilling the breakfast items.. and always with a smile as they greeted everyone coming in and leaving. Also, when speaking to the supervisor of the cleaning staff, aside from her being so patient and informative.. she told us that they're all like family there. Further, she said that when guests ask for an opinion on where to eat.. she instructs them to first ask what kind of food would they be interested in eating, then to provide suggestions.. which I thought was quite unique and fantastic to do!!

In addition, all staff seemed to really enjoy working there!!!

KUDOS TO ALL!!!!! When we return, we know this will be the place to...

Booked under employee rate on day of arrival looked on the app and no reservation, no cancelation notice nothing.. so I called guy says your card declined so we canceled it.. checked card I'm good there's 200.00 on the card and the room plus tax is 161 and some change and 50.00 for incidental.. checked bank no attempt of a charge.. so I recreate the reservation and call same guys says card declined... so I give another card because it's a 9 hour drive and won be in till 1 am.. guy says I'm good.. we arrive and low and behold it says on the desk reminder incidentals for out of state 150.00 and locals are 250.00.. so that's why it was declined, but nowhere on the site does it state this.. not a biggy paid it. Go to the room, and there's a card for almost every item in that room on what they will charge you .. it was a learning experience, but not one we will repeat. ihg inn and suites has always had across the board 25 to 50 for incidentals and 250 for smoking.. wel, it's a lesson learne. If you go there, know you're going to pay more than it's worth... It's not worth it in my opinion.. breakfast was over cooked it's edible but nothing more.. pantry get everything you need and want at the gas station it's a 300% markup if you get it at the hotel.. when you get to your room check everything and take pictures we stayed in 304 shower curtain had a rip in it and the water gets on the floor. Toilet has flush back so flush it when you stand up otherwise it come up back at you.. outside of those and price it would have been better to stay somewhere else because this isn't worth what they are asking... even at a...