Comfort Suites Cordova — Hotel in Memphis

I booked this hotel, & prepaid, one month in advance for an overnight stay during a long road trip across four states.

Upon arrival, two women without name tags mediocrely greet us. I give them my information while my family waits. (Looking up around the lobby, the ceiling has a massive hole in it that looks to be like water damage?) the furniture in the lobby is run down. Very bare-bones kind of look compared to other comfort suites I’ve stayed at. Looking up our information, with a lot of flipping of papers and clicking on a computer I’m told my room isn’t available. They decide to give my family a bigger room & I am told no up charge will occur since “they messed up” her words verbatim. We are exhausted from driving 8+ hours. That’s fine. So to the room we go to get settled. My husband leaves to grab dinner. Then I hear a knock on the door & it’s one of the front desk clerks. She’s informs me the original room is ready and we have to move right now. While I’m nursing my infant she says she can help me but we need to move now. (Literally rushing like she’s in trouble). I comply and she comes in and throws pillows back on the bed that we moved around, grabs some of my luggage. My family already used the restroom. I’m almost certain being how late in the evening it was she was ready to give that room to someone else without cleaning it. The his is alarming given covid is still prevalent.

We head to the elevator that had a flashing fireman symbol clearly indicating maintenance is needed, moving from floor 2 to 3. When the doors open, the elevator drops like a foot scaring my two toddlers. We get to the hotel room that was “originally” ours, open the door and the bedding is all over the floor. Clearly the room had not been cleaned.

The front desk clerk says ok we’ll head back to the other room. As my husband returns from grabbing dinner, the same front desk girl stops him and says “my manager says I have to charge you guys for the upgraded room the difference” he asks her how much and she says “$77”. He keeps calm and says he’ll discuss it with me. As he walks to the elevator she comes running and says “nevermind nevermind don’t worry about it, we won’t charge you, forget it, forget it.”

My husband tells me this and I’m irritated and now worried the wrong charge will occur on my card.

During the early night, around 2 AM, a man is irate with another front desk clerk saying his room was given away with over 2,000$ worth of equipment in it. He winds up calling the police - all of this taking place in the hallway outside our door. This wakes up my kids in a panic because they’re so loud.

My husband and I are in disbelief and extremely exhausted at this point. This doesn’t settle down until close to 4 AM.

In the actual room, there are hand prints on the head board (GROSS). No USB plug ins, and staining of what looks like red soda or juice on one of the shelves. There’s also staining of what looks to be food on the couch cushions.

The time comes to check out. The elevator isn’t working (shocker). I’m waiting for front staff to show up the lights in the back are off. Eventually she strolls up in house shoe slippers & normal clothes. She says a customer threw up on her overnight & her clothes are washing in the laundromat. I tell her I want to check out. I give her our keys and she says that’s all for today. I request a printed receipt. Because that’s the norm right!? I’m told I have to wait 30 minutes because her computer isn’t working. But if my email is on file they will email it.

I’m extremely uncomfortable with this being that we were told two contradicting messages regarding the price on the room we were moved to. And we can’t wait 30 minutes to get need to hit the road to our next destination!

I immediately called corporate to issue a formal complaint. They thankfully emailed me a receipt. This entire experience was unprofessional & do not recommend you stay here unless...

As per the TN code of standards for Hotels in the State (a basic /common-sense anywhere ) The obligation to provide basic safety and a safe place for guests to rest overnight was NOT provided by this location. We should have known…. When we arrived to check in, Firefighters and an ambulance were on scene. An elevator malfunction caused it to become stuck between floors and had several guests stranded. They ended up having to be rescued by climbing out- Ladies dressed up in nice white attire - they were none too happy about it, to put it nicely… This caused a lengthy delay in our checking in. We needed to move our vehicle when the Fire department was leaving. Upon reversing and attempting to maneuver around a narrow parking lot, we were cussed out by an angry rude woman who didn’t appear to be a patron. She was irrational to the point that we didn’t know what would happen next; up to and including the possibility of potential gun wielding. Honestly, there was plenty of room for her vehicle to get by ours . It seems that the young woman was extremely agitated, almost as if she were under the influence of drugs. As an experienced trauma Nurse, I’ve dealt with many of this type…. We moved on past this and eventually settled into our room. About an hour later, while relaxing on our beds after a very long weekend celebrating at a family wedding in southern MS , we were exhausted. We’d decided to stop halfway home. Our daughter needed to get to Knoxville the next day and she needed a solid nights’ sleep. Next thing, A PIERCING, high-pitched - extremely well working and efficient fire alarm sounded. We got up- stumbling around to put shoes on and got out quickly through lobby to front entrance door- our room was on first floor. Soon it was discovered that it was a “false “ alarm on 3rd fl someone had set off . * noted: we entered through a side door initially- and noticed the marijuana smell- distinctly and commented to each other about it it hit in the face when you came in. We laughed off and got to our room. Next- back to our room and 30 minutes later—- AGAIN! The very irritating alarm goes off. Back outside. Fire department showing each time and front desk clerk at panel attempting to reset alarm code while receiving instructions over phone. In “chatting “ casually w/ fire crew, apparently people were intentionally setting it off- it was broken and the key to lock it was missing…. About two hours later making the THIRD TIME it sounded we were beyond irritated . It was late and we were weary. Being awakened and not really feeling safe in our surroundings, but nowhere else to go…. We called around and the rooms in the area were sold out. The owner was on site at this point- the poor front desk clerk was under way too much pressure. Seems the pot smokers were kicked out + their party guests who were not registered ( maybe some of the many many many people we noticed in the indoor pool when we came in???!!!) Eventually things calmed down. We rushed to the so called “Breakfast Bar” first thing the next morning. Uugghh! Pathetic! It was frozen breakfast burritos, watered down nasty tasting oj and coffee gone. Wow. This is the absolute worst hotel I’ve stayed in ever! Hands down. They’re breaking the law by not reporting the incident to the police. Got the impression that it wasn’t worth the Trouble…. What a terrible nightmare. I wouldn’t stay there again if you paid me. Obviously, Cordova- Germantown Memphis has gone waaayy down. Little did we know. Don’t ever plan to stay in Memphis again and will turn this place in to the State Commissioners. DO NOT STAY...

#1 - I waited at least 15 minutes from arrival until an employee acknowledged I was there. Apparently there was only one employee and she away tending to something else. There was a LONG line of us waiting when she returned. She never apologized for the inconvenience. #2 - The elevator was not working. Again, no apology for the inconvenience. #3 - There were kids (elementary age & teenagers) running wild all around the hotel without supervision #4 - I arrived at my room to find the door propped open. I was afraid it was the wrong room and hesitant to enter not knowing who or what I might find inside. I left the door propped open while I checked all of the closets and hiding spots. Later I confirmed with the front desk that it was the correct room and that the cleaning people leave the rooms like that. VERY UNSAFE!!! #5 - After I changed into my pajamas and was ready to wash my face and get ready for bed, I discovered I only had three wash clothes in my room (one did turn out to be hand towel size but was thinner than the wash clothes). I called the front desk repeatedly every 10 minutes or so to request actual towels. A lady finally answered. She said there were no more towels. I asked when there would be more and she said 9am the next morning. I need to shower and leave before 9am. I asked if I could at least get some handtowels. She said she would have to check to see if there were any. She came back a moment later and said she found one and I could come get it. As I stated earlier, I was now in my pajamas and there were kids running up and down the halls and the elevator was out. As the customer, I should not have to be the one to go to the front desk. I understand that now I'm speaking to a second employee so there were at least two on duty. Even if they were busy and couldn't bring it up then, I asked if someone could bring it up by 6am. I heard the lady that checked me in speak up in the background and say "I'm not taking that up there." #6 - I called the 800 number I had and got a booking agent with Choice hotels who was appalled at what all I mentioned. He apologized for what I was experiencing. He was the ONLY person that apologized!! He told me that I needed to speak with Customer Service immediately and he transferred me to an agent. I only told her about the towels, not ALL of the other parts of the stay. She put me on hold while she reached out to the manager to find out about getting me some towels. She told me to wait to see if he handled it by the morning and if not to call back. #7 - After I showered and dried off with my wash clothes, I packed up and went to check out. This was a work trip so I needed my receipt. I had to stand at the front desk and clean my throat more than once to get the attention of the guy in the office. He was on his headset talking with someone. He finally walked over and stared at me as he talked on his phone. I told him I needed to check out. The only words he spoke were "room number?" and I told him. He printed the receipt, handed it to me, and walked away. He never asked how my stay was, offered any compensation for the lack of towels, thanked me for my stay, or wished...