Best Western Plus Gen X Inn — Hotel in Memphis

We checked into this place after looking at their pictures on line. To our surprise, the place is NOTHING like the pictures. We felt uncomfortable when checking in as the place is in a ghetto with people panhandling all around. We entered through one side gate which had cameras. The whole parking lot had a high gate all around it with lots of lighting. We checked in around 6pm. There’s nothing nearby to walk to and in front is a busy road with lots of traffic. We checked in and that went quickly. Got a cart, went into the only elevator working, the other one was broken, a noticed a bad smell in the elevator. Like wires burning electrically before a fire starts. Walking to our room. The halls were dirty, smelled, broken mouldings and horrible lookin paint. We got to our room, opened the door and had to deal with a funny smell, like over cleaning. We went out to dinner and came back late. Settled in and then had reactions to the room mentioned in my email to the manager below. We got up and left early to spend the entire day at Graceland. We had dinner and came back only to experience the same symptoms that we had the night before. We left the next morning unable to speak to anyone who we felt could help us so upon checking out we asked for the managers name and email address. The clerk didn’t ask us why which would have been the proper response. After several emails, we only got one from Jennifer and the rest of our emails went ignored. Additional comments; the place is dated, our room was smaller in size than normal rooms. We stayed on the second floor, whenever someone above us flushed, the water ran down the pipes and we heard every time

Hi Jennifer We were hoping to meet you the other day to share our experiences in your hotel but unfortunately you were not there. My wife and I wanted to express our disappointment in your best western Unit. Rather than post our comments on line we felt it would be better to direct them to you via email. We stayed at your place two days and found it to be the “WORST” stay ever.

When we first walked into our room, we noticed a pretty bad smell. Possibly over sanitizing? Some chemicals? That smell faded the longer we stayed in our room. After being in the room for a while I started having nasal issues as my nose kept getting stuffed and my eyes were getting very itchy. The ventilation in the room was inadequate and you were only able to get air out of the AC. Has the AC filter been cleaned or changed recently or ever? When were the carpets cleaned? I’m thinking mold or dust because that’s what would cause my issues. The next day we both got up, took showers and left for the day to visit Graceland etc. my issues were gone throughout the day but unfortunately came back when we got back to our room. During the day my wife and I noticed we were both itching on our legs. We applied moisturizer and went out. The next morning, I had the same issues as the day before with the addition of both of us itching on our bodies. Now we’re thinking bed bugs. We quickly took showers which made us feel better but we both had blotches of red on our legs and arms. The past two days I had to wash the itch out of my eyes every 15 minutes with a cloth while inside our room to get some relief. I had to pick up eye drops and nasal spray at Walgreens. We took our belongings and left early Friday morning hoping to speak to you. And that’s why we’re now contacting you via email. There was no concern at the desk when I asked for you and then asked for your business card which the young lady could not find. My expectation would have been for the young lady to ask me if anything was wrong but she didn’t. She just wrote your email address on my bill. I guess she suspected something was wrong. We are awaiting your reply before respond to the email below. I wrote this while traveling and staying tonight at LaQuinta in Alabama. This place is really nice and clean the way I would...

Update on my review from 2 weeks ago. You will see that a manager has replied to my review as if he/she was going to look into it and get back to me. No one got back to me and yet all I needed was an email from the hotel stating I did not show up at the hotel in order for expedia to refund me. They would not provide me with this email. Not OK

I am absolutely mortified by how I have been treated by the front office staff at this hotel. IN many attempts to cancel my room (within the time frame) no one would help me because I booked 3rd party. I understand 3rd party but the problem is even when the 3rd party called we got no results.

Each time I called to cancel the front desk would not give me even their name. When expedia called them to get permission to cancel the room, they denied the cancelation and therefore I was charged. Even though I started calling before the 24 hour time frame to cancel.

Today I see they charged my card so I called again. I was 100% calm and kind and explained my many attempts to cancel. The woman I was speaking to was rude and abrupt and kept telling me Expedia was lying to me and they didn't call the hotel. (I can not say this enough, I remained calm the entire time. Never once did I raise my voice or speak rudely to her - even after she put me on hold with no notice over and over again and hung up on me 3 times)

She talked about how all 3rd parties do this to them and that they are lying. Expedia clearly states they did call but the front desk staff would not give their name to them either for the to document the call (same thing they did to me). I asked to speak to a manager.... she said she was the manager. I asked her name SHE HUNG UP on me. A hang up from a manager!!!!! No name?

Expedia asked me to call them back an get an email from them stating I was a no show. I called her back and she told me she doesn't have to send me anything. She put me on hold over and over again with no warning and then hung up on me again.

I called back and said the only way I can deal with this is by getting an email from them saying I wasn't there. She told me to stop harassing them and she does not have to send me anything and hung up. What a terrible place to deal with.

All I needed was a confirmation that it was a no show and she would not provide it. Not to mention . . . Have you EVER heard of a manager not being willing to give their name??? Even their first name. How beyond unprofessional.

I hate how powerless this makes me feel to have an opportunity to get a refund for a room that I tried to cancel more then once and even worse, being treated the way I was just treated. I truly value great customer service and this was one...

At the time of check in there were many of us checking and 2 employees and spoke very little English. We booked our 2 night stay thru Best Western. Apperently they do not read the reviews of their facilities. When we parked our truck we noticed a dark colored charger sitting oddly in the parking lot. It looked like it had rolled out if the handicap spot. So it left our only choice to go to the right and park. When we reached the 3rd floor the smell in the hallway was very musty. It smelled like the hotel was a smoking hotel that changed to a non smoking but they didn't change the carpet, paint, or replace the air ducts. The room was clean but when we pulled the blind down we found a sticker from a new shirt stuck to the blind. We went to remove it and then realized it was covering a hole in the blind so we left it alone. We left for dinner and some site seeing downtown. We got back around 1230-1am. Went to leave at 10am to go see family and thats when we found put our truck had been broken into. They smashed the back window. "Smash and Grab." They only wanted money and guns. They got a cup full of change and silver bars from us. Not sure about the other 2 but one of the other 2 had a gun in it and they got it, per the front desk receptionist. We asked why we were not informed. The police did not run our tag to find out who the truck belonged to. If they would have they could have asked the front desk staff if the owner was staying in the hotel and we would have been called but it wasnt done. That's easy stuff but why am I being the one to ask why this was not done? Hotel and Memphis LEOs dropped the ball. Common sense isnt common anymore. We mentioned to the police of the charger and showed it to them because it was back. They didn't pay no attention to it as it drove away shortly after us pointing to it. Just that it was a white sedan that the thieves came out of. I asked them don't you think that person might be a look out for the thieves. They just looked at each other and shrugged their heads. We asked for a refund for our 2nd night because we didn't fell safe staying another night and we're given that. I did mention to the front desk receptionist that with all of these bad reviews the owner may want to think about selling the place and relocating out of Memphis. If they can't do that they and the Memphis LEOs need to step up or these thieves will over take them. This place and the Memphis LEOs...