Canopy by Hilton Memphis Downtown Beale Street — Hotel in Memphis

First off I want to state I have stayed in a lot of canopy Hilton hotels and this by far was the worst! I am a diamond member and called ahead of time for an upgrade and they upgraded me to a king premium room. Upon entering the room I noticed it was extremely tiny, the door to the bathroom was one of the barn doors and it was so hard to slide you had to put your whole weight into it! As for the bathroom, the floor in the shower was absolutely filthy, and there was mildew growing on the inside! Going into the main part of the room it was extremely small and this was an upgrade! The safe was broken and there was no way for me to store anything. I was told we would receive something to hang on the door, so the staff would not come in, but never got that. The bathroom fan did not work, the AC would not cool down past 69°. When I asked about these items the manager said, we have some safes on back order but they have not come in yet. After talking to another person who stayed here he said his room was the same way as well as his family’s room. Apparently none of the safes work! I asked him about the AC system and he said none of them go past 69° I guess it is controlled by the hotel? There was a concert there that night, and they had parking right outside of our room, I had asked for a quiet room, during the night there were a bunch of cars down there during donuts and woke us up. I however did not complain to management about that because I figured they would stop eventually! Don’t get a room that backs up to any kind of parking! The next night we woke up to some men arguing I was waiting for gunshots it was that loud! Getting back on track, the housekeeping staff said they could not clean that shower floor but they would work on the mildew. Mind blowing to me because all you have to do is scrub, it may come out. Then the manager looked at my husband and myself and said when you are gone we are going to block that room out as unusable. But it was OK for us to stay in? He said we could move rooms the next night. I went downstairs the next day to ask if there was any availability and she said no I can come back later on in the afternoon. At that point we were exhausted from being gone all day I said what’s the point let’s just push through and deal with it. The nighttime manager was helpful, but did not offer any kind of complementary night for all of our drama! When you’ve been traveling all day you just want a nice room to stay in, and I use my points for this! I’m going to contact corporate to see if I can get them back. The staff in the bar/restaurant were very rude on top of the staff when check you in. I had to instigate the conversation. They should’ve been the ones asking how can I help you etc. When I went to the bar area, and I asked where there was a place to sit down to have a drink, she just kind of flew her wrist around and said over there. We still weren’t sure, and had a hunt for it! Yet when another couple came in they were immediately sat down with menus great service, told them about the specials.-We got ZERO OF THAT! If you can avoid staying at this hotel...

Other than the great customer service provided by Mrs. Ida at the front desk, this was by far the worst experience I've had at a Hilton property. I traveled to Memphis for business on 6/13/2022 after a challenging day flying I get to my room (349) and for the lack of a better word noticed right away that the room was filthy. However, I was informed at check-in that the hotel was completely sold out so being exhausted as I was from the aforementioned travel challenges I went to my room and crashed. The next morning when I woke up prematurely due to the curtains being broken which caused light/sun to beam thru the window I attempted to shower but the shower head was leaking profusely causing very low water pressure. To top it off the room had black sludge resembling mold all around the shower and there was loose hairs all over the floor. The facebowl was also dirty. At that point I notified the front desk staff and Mrs. Ida told me she would try to move me. I had to leave for a morning appointment but upon my return, Mrs. Ida informed me that the housekeeping supervisor wanted me to show her the issues with the room...needless to say the supervisor never showed up. Later that afternoon I was given another room which was in a bit better shape but not clean by any stretch of the imagination. I was approached by a member of the housekeeping staff and asked what the problem was with my room and after I told her she responded I have been telling them to fix that room. All and all, I felt like my health and safety was not a concern and at no time did anyone from guest relations or management make an attempt to speak to me about the issues with my stay nor was I offered any concessions for the horrible experience. I am a brand loyal customer as well as a Diamond member who lives out of a suitcase 75% of the year and while I understand that oversights happen but reading the reviews for Canopy Memphis, I'm not sure it's an oversight but rather a lack of care for quality. It's awfully sad that such a beautiful property from the outside could be so deceiving. Definitely not the level of quality I am accustomed to from Hilton.

On a side note, the on-site restaurant Curfew had some...

Checked in late Thursday night, 1/17/25, checked out Saturday morning 1/19/25.

Where to start….

-Friday morning around 7:30, I walked down to Curfew for breakfast. There was one person sitting at a table and was drinking coffee. I stood by the bar for another five minutes. NO ONE CAME OUT. So, I went across the street to King & Union Bar Grocery for breakfast.

-Friday afternoon, around 2:30, I went to use the coffee machine in my room and discovered there were NO CUPS NOR GLASSES in my room. So, I went downstairs to grab a coffee at Another Sip. The door was LOCKED, no one was inside and there was NO indication as to when they would open. I walked a block and a half to the Memphis Chess Club for coffee and a pastry. I returned an hour later and Another Sip was magically OPEN.

-Friday night, I went to draw my curtains and drapes shut. The curtain rod completely came out, SCREW AND ALL, from its mount! The couch is so close to the window, it takes effort to move the thick drapes that are pressed against the couch. So, guests have to pull more on the rod to get them to move, also, because you have to lean over or put your knees on the couch to get the drapes to move!

-Also, Friday night, I discovered I had no clock in the room. It wasn’t until the next morning, when I woke up to my phone’s alarm that, when I shut it off and placed it back on my side table, I placed it in front of what I thought was a small speaker with a mirror. It turned out, after turning the light above the side table, not only was it the alarm clock, its was UNPLUGGED, the cord was tucked behind it and out of view!

-Also, Saturday morning, I went to take a shower. The body wash bottle was EMPTY!!!

-An hour later, I was looking for the ironing board. I looked up above the hangers and opened a BLANK black bag to discover there was, instead, a clothes steamer.

-THE STEAMER WAS CRACKED OPEN AND DIDN’T POWER ON AFTER I PLUGGED IT IN!!!

In a nutshell, I travel about 100 days a year since 2010. This was easily the worst Hilton property I’ve encountered. The front desk staff were cordial. But the dining staff, maintenance and housekeeping were non-existent, beyond incompetent and...