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

Other than this visit the last time that I stayed at this location was December of 2019 it has gone down a little but overall it's still okay the things that they need to work on is they have a dark color carpet that makes you unsure of how clean the carpet actually is the juice machine was out of order for breakfast normally at hotels that have a little section close to the front desk where you can purchase items such as food soft drinks Etc it appeared to be empty also I had made my reservations ahead of time online and when I got there I found out that the key card machine was not working to issue keys for the rooms therefore each time anyone got ready to go to their room either someone from the front desk or housekeeping had to walk with them and let them in the person at the front desk did let me know about this prior to check in and offered to give me free cancellation but by it being the weekend it would have been extremely hard for me to find another room and the other thing I would have had to wait several days for my refund to be applied back to my credit card so with reservation in my mind I went ahead and decided to check in I asked the attendant how long the machine had been down and they informed me for 4 days which is unacceptable in my mind being that this is a very large company it seems like they would have been able to get into the machine repaired or either I get another one within that time frame once I got to the room everything appeared to be fine but I was met when I opened the door with a light cigarette smell in the room which the hotel is supposed to be no smoking but by me being the germaphobe I already had a large can of Lysol spray to spray the soft areas like the bed sheets and the couch also a thing of Clorox wipes to wipe off remote controls telephones and closet door handles and stuff like that countertops in addition to that I had a can of Lysol air sanitizer after I turn the air conditioner off I sprayed the air sanitizer throughout the entire room and the traditional Lysol spray I sprayed it on the vents of the air conditioner everything that I just mentioned took about 10 minutes I left out the room and went to a meeting that I had to attend for about 2 hours and when I returned everything was great you couldn't even tell that there used to be a smoke smell in there but it wasn't a real strong concentration then I turn the air back on and continue with my day I would recommend going downstairs and getting a new set of bath towels but that's just me they looked fine but some of the tiles for hanging on the rail above the toilet so I don't know if someone had flushed to come over and some of the the germs from the commode had sprayed a mist onto the tiles so I just didn't chance it. If the hotel address the things that I spoke about I would go back but if not I would have to go somewhere else. One more thing if you go on a weekend you need to go early to get a good parking spot. I just thought of another thing the television said no signal then I turned the channel and the ones that I could see were all fuzzy like a bad satellite TV station I was disappointed because I feel that even though I wouldn't really interested in a lot of Television by paying the money that I pay it should have been working even if I didn't want to watch it so I watched an episode of Netflix on my phone and then I...

This stay was booked by mistake. We were traveling, and late at night looking for a room in Nashville, TN. Somehow, still not sure how, I booked this one that was over 3hrs from where we wanted to be. As soon as I realized my mistake, I called the hotel and talked to the person on duty at 1:16AM. While I knew I wouldn't be able to cancel the reservation, due to the late hour, I requested to have it changed to a couple of nights later. This was promptly taken care of by the person on duty(I do not know his name).

We spent the next couple of nights in a very fine establishment ...Suites. However, the room was not very clean, the staff not very friendly, except for one Spanish speaking lady who did an exceptional job in the breakfast area. Elevators were not all working, and overall, we were very disappointed seeing the type of place we were reserved at.

On the morning we were to leave for Memphis, I suffered a fall, injuring myself, and totally ruining our plans for the day. My family knew I would be unable to do the things we had planned, and said lets just go to the next hotel and you can rest. I was skeptical to say the least. We would be arriving a coup[le hours early, and I wasn't sure we would be allowed in.

My surprise, was as I hobbled into the lobby, I was greeted by smiling faces. They assured me they would get me into our room as soon as possible. I believe they actually changed our room, because only a few minutes later I was given the key. We were in a few minutes before 1PM!

Surprises continued. The room was so much cleaner than where we had spent the previous 2 nights, in what would be classified as a classier establishment. The staff asked if they could be of any extra assistance. The one request we had for an extra pillow and blanket were quickly responded to with smiles.

The following morning the breakfast area was clean and stocked with such an assortment of fresh food. Honestly, I travel a lot. I spend on average 75 nights a year in hotels. By far this was the best stay this year, and rivals best stays I have ever had. Elmira & Tara WOW!!! Such exceptional people and service, and this is not to downplay anyone else working there. We had not a single negative thought or comment the entire stay. Management, you are to be commended for the staff you have assembled!!!

Keep up the Great work. This hotel is a definite stay on our next trip through Memphis.

Thank you so much...

First when we arrived and went up to our room we immediately noticed it was the wrong room. We had specifically reserved a suite with a pull out couch as we were traveling with our 2 children. When we went to the front desk to see about fixing that mistake we were met with attitude and told that the room style we requested was not available. Then we were told we could get 2 rooms, but that they would not be adjoining. Which with 2 children under the age of 10, that was completely unacceptable. Finally after a bit of back and forth, the person at the desk told us that they did have the room we reserved, but it was dirty. Why it was still dirty when we had made reservations in advance, I do not know. We said that we would wait while it was cleaned. This was an inconvenience as we had just driven 13 hours with 2 kids, and other hotels that had the room we needed were booked. If a room was reserved in advance, it needs to be clean and ready BEFORE the guests who reserved it arrive.

Once in the room, we noticed that what appeared to be makeup was on the wall, and the USB/electrical outlet by the beds was broken. Having spent 13 hours in the car and having to leave the hotel to kill time while the room was 'cleaned', we let it go, plus we were traveling for a funeral so we were already stressed enough.

We had also called the hotel just a few days after making the reservation online to let them know that we would need to be extending the stay by one night. The person on the phone assured us they changed the reservation in the system. When we got to the hotel, I had a feeling to double check, and was told that no, our stay was not extended. So I asked to have it done as I stood there. But the cleaning staff still walked into the room, with the DND sign on the handle, because they did not know that the stay was extended.

I do want to say that the female staff I encountered at the hotel were very nice and I do not think that poor management/communication is their fault. And the male employee did give us the 2000 points he promised for the inconvenience.

As for the hotel room itself, the beds were very uncomfortable. The pillows flat. The shower had very low water pressure.

If you need somewhere to stay just a night or two, this particular hotel would be fine. But for 5 days with...