TownePlace Suites Memphis Germantown — Hotel in Germantown

As a newly opened hotel, we expected everything to be clean, modern, and in working order, and this hotel certainly met those expectations. However, what truly set it apart and earned it five stars was the outstanding service we received from the staff. Throughout our stay, the combination of attentive staff, well-maintained facilities, and thoughtful amenities made for a wonderful experience.||Check-in:||The check-in process was smooth and handled exceptionally well by Phyllis, who took the time to understand our needs and ensured we were well taken care of. We arrived early, and she made every effort to get us into a room as soon as possible, with our room being ready right at 3 PM. While there were no welcome items like drinks or snacks, the check-in process had no delays or issues.||Room:||We stayed in a spacious corner studio with a king bed. The room was spotless and smelled amazing, with a strong but pleasant scent. The layout was well-designed, featuring a cozy sitting area, a large entryway, and a kitchen area. However, there were a couple of downsides: there was no eating table, which would have been ideal for families with kids, and the pull-out sofa was incredibly uncomfortable—harder than the floor. Despite asking for a mattress pad, none was provided, which made the sofa bed unusable. Other than that, the room was perfect.||Breakfast:||The breakfast spread was excellent for a hotel, offering a make-your-own waffle station, various bread options, bagels, muffins, juice, coffee, oatmeal, yogurt, milk, and cereal. The food quality was good, perfect for a morning meal. One staff member ensured everything ran smoothly. However, seating for large families was lacking, and bar-height tables or more family-friendly options would have been appreciated.||Amenities (Pool, Workout Room):||The pool area was immaculate, clean, and well-stocked with plenty of seating. However, despite being advertised as heated, the pool was freezing cold, which made it uncomfortable for adults, though the kids still had fun. The workout room was top-notch, equipped with state-of-the-art machines, drink stations, and screens on the stationary bikes and other equipment. There were no issues here—overall, very impressive.||Location:||The hotel is located in a brand new development with restaurants, ice cream shops, and stores nearby, though still being developed. It’s centrally located in East Memphis, just a 5-minute drive from upscale shopping and fast-food chains. While it’s not near downtown, that’s expected for this area. Parking is free, and though public transportation isn’t widely used in Memphis, this isn’t an issue. Our room, facing a main road, was surprisingly quiet even during a tropical storm, and any leaks in the hotel were quickly addressed by the staff.||Additional Comments:||As we stayed just a few weeks after the grand opening, there were still some finer details being worked on, such as signage and scheduling. The bar and restaurant on the fifth floor had not yet opened, but it looked promising with a balcony and large seating area. The hotel is also pet-friendly, and staff were very accommodating to pets. Although there isn’t much green space directly around the hotel, there’s a nearby open area past the...

Overall the stay was good and the property was nice, but that doesn't mean there aren't some negatives too. ||The positives are: extremely comfortable beds and pillows (may be the best I've ever experienced in a hotel), kitchenette was very helpful, unit was clean, gym was nice, shower was strong, loved the closet system, liked that we can borrow kitchen supplies from the front desk. ||The negatives are: my pre-paid King Studio was given away even though I called the day before and was reassured "don't worry, your room won't be given away". So we had to settle for a 2 queen room right next to the elevator and ice machine. Very disappointed with that. ||We stayed 3 nights and housekeeping never came at all. ||There was a bowl in the cabinet that had food stuck on it. Yuk! There was a needle in the middle of the walkway in the room (wasn't the carpet vacuumed???). Glad we didn’t step on it….that would have been awful! ||Breakfast was sub-par in my opinion. By 9am, there was no oatmeal left and no more coming. Apples were the only fruit choice. I had to ask someone washing dishing for some more hard boiled eggs. It was very obvious that the kitchen was sorely understaffed. The food was not replenished and the area was messy. No defined area to leave dirty dishes so people stashed them under the center counter. ||In the room, the tops to the disposable coffee cups DO NOT FIT the cups, toilet seat seems to be smaller than the bowl and was loose, there was no lotion in the bathroom, AC could be noisy and kept me up for awhile, a lot of the outlets didn't seem to work to charge my phone - 2 nights in a row...not sure if the master switch turned them off? Wished there was hand sanitizer available in the gym and in the...

I want to first say that I messaged Marriott directly to give them an opportunity to resolve, but have never heard back. As a silver elite member for over a decade, I choose these brands as they are convenient and consistent in service. I messaged the hotel that I would not be arriving the hotel until around midnight, and even requested and did the mobile check in and mobile key. Upon arrival, even though I told them exactly when I was coming, no one was there and the doors were locked and I kept ringing the door. Thankfully a man was walking his dog and let us in, then we were looking everywhere when finally someone showed up? Which he was very nice, but said his system was down and could not give us keys , online keys nothing. He called someone on the phone and they walked him through giving us a key. He was very nice, but to not have someone there ready when I let them know what time I was arriving was surprising. Then , this is a new hotel, and the shower had a leak so bad that the entire floor would be covered with water -so I had to put towels along the entire floor. I was there such a short time (2 nights- and left at 345am on Sunday) , I didn’t have time to address this. Also our TV in our room did not work, which we called them and they said they would fix it. They did not , and there was no follow up. This hotel was $200 a night in Germantown, which is on the high end of prices in this area. I just think with it being brand new that you need to know about the issues and with these issues it definitely is not worth it. Avoid this hotel until it gets these fixed. Staff is nice, but these issues are out of their control, but it was strange no one was there when they were told we were coming in for a...