Comfort Inn & Suites Airport-American Way — Hotel in Memphis

This is going to be a brutal review, and I apologize, but please read it all the way through.

We are all under stress, and it is difficult to find motivated employees, I get that. The only thing I can say is to read the rest of the reviews from this year if you don't believe what I'm saying or showing you here. I hope that Comfort Inn and the owners of this property will do a little better in the future. My room had been used "temporarily"; the carpet stained completely, as was the rest of the hotel. Having a degree in hotel science, I noted many deficiencies that I hope management and ownership will address.

I am very sorry for leaving such a bad review, but sometimes light must be shown in darkness -

A short list of deficiencies:

• Door did not latch securely and immediately • Very poorly patched holes in walls, scratches and deficiencies throughout; • Dust everywhere; • Duvet was nicely placed, but when pulled down revealed a bed that had been obviously been used; (I'm certainly glad I didn't bring my UV light with me) • Non-working clock • Bathroom had been used for a quick shower as evidenced by hair in tub and drain; • Lack of bath mat; • Feces stains on a towel (!) that was used and folded back up. • One half of shampoo bottle was missing and had been used; • Pictures secured to walls 'per requirement', but not even close to being aligned or level; • Missing desk chair; • Horribly stained carpet; • Pennies on the floor along baseboard (we used to do this in the hospitality business to test housekeeping) • Broken curtain rods • Broken door to storage room and roof access in public area; • No lock on electrical panel doors accessible by public.

This is only a partial list

NOWHERE on the site (or anywhere else) does it state that there will be no hot breakfast (as advertised) and that the pool had been drained because of covid.

I stayed in a Comfort Inn Suites in West Phoenix in February. They had a full hot buffet breakfast at the height of the pandemic, utilizing safety procedures and still making the customers happy. The pool was heated and fully operational

As I said, I know these are difficult times and people are unmotivated, but if you REALLY want to stay open, at least try to do SOMETHING better than serving "honey bunnies" from the airport nearby.

AND IT'S NOT JUST ABOUT PAYING YOUR STAFF MORE, (which I highly recommend), but more about enhancing what you expect from them and FOLLOWING IT UP ON IT without being mean and dismissive.

Teach personal responsibility for the property as guest satisfaction is king with your livelihood in the end analysis, ...

Even though we read the mixed reviews on this hotel, my family and I decided to give it a shot due to its location near the attractions we were interested in and my favorable experiences with Comfort Inns in the past. Numerous reviews warned about the location of the hotel property. This was really no problem. The hotel is surrounded by numerous other businesses including a Kroger supermarket down the street. We read about noisy guest and dirty carpets in the hallways. This hotel is near the airport so it houses allot of different people. Noisy guest although not welcomed are sometimes part of hotel life. The carpets could use a cleaning or two. The breakfast was okay for the price (free). You get the typical waffles, cereal, biscuits, gravy, etc. A very nice man runs the breakfast area on the weekends. He was entertaining. Numerous other reviews talked about the lack of basic other services from the staff. This is something we experienced first hand. We went out one morning after 10:00AM. We came back later that evening after 7:30PM only to find our room had not been serviced. We went downstairs to at least get some clean towels but much to our surprise the hotel had no clean wash cloths. They were giving out hand towels for wash cloths. The next day, we purposely left the room at 9:00AM and made a point to touch base with the cleaning service personnel already servicing rooms on our floor. They promised to service our room and refresh our bedding and towels. When we returned that evening, the room had been serviced but we still had no wash cloths in the room. We had to go down to the front desk in order to get clean wash cloths. This was a first in all my years of hotel stays but this alone was not a deal breaker. The review on this hotel dropped to two stars as soon as I found the two roaches in the room. One roach was dead and found on the bed. The other roach was alive taking a stroll through the bathroom our last morning. Maybe he needed a towel too. Regardless of what or how he got there...this is UNACCEPTABLE!!!!! We don't have roaches. We surely don't expect to see roaches at a hotel we are paying for.

The hotel property itself is not that bad. I think the problems we experienced may be indicative of the staff and/or leadership responsible for operating the hotel. Ultimately we enjoyed our stay in Memphis. We look forward to going back but we will not be at this...

If youre booking this hotel for the airport park and go shuttle, just don't. I'm sure there are other options.

Initially I thought this hotel would be a dump. I was severely wrong. The room I received was great. Organized, no weird odor, and most importantly, a clean restroom.

I would have honestly given a 4-5 star review but my experience with the staff was pretty rough. When I got to the hotel the lady who checked me in had her Bluetooth headset on and we kept getting lost in conversation because she was also distracted on the phone with someone else. I made sure to ask to be taken to the airport at 5am and she assured me I was good to go. Even making notes on a log.

Fast forward to me coming down at 4:50am for my shuttle:

As I come down, the night shift guy was passed out and snoring loud (pictured below). I honestly felt bad waking him up. He informed me that the shuttle had already left but that he was returning shortly. I patiently waited as the gentleman went back to sleep until 5:40am when another guest came down asking for their shuttle to the airport. At this point the snoring gentleman told the lady the exact same thing he told me. Which made me interject explaining that I had been waiting for a while (the airport is 9 minutes away). The clerk then called the shuttle driver and informed us that the driver had stopped for a "check up" on the vehicle. The snoring gentleman then seemingly got upset that I spoke up and walked through the lobby while inhaling his electronic vape and went right outside the door. At that point, worried that I would not make my flight. I ordered my uber ($20ish) to pick me up and luckily barely made my flight after tsa.

I didn't even bother taking the free shuttle service back when I landed two days later. For the cost of both ubers I could have stayed at a more professional location.

In summary, if you're just sleeping here, good location . If you need the airport service or enjoy good customer service, spend a little extra. It will be...