Courtyard by Marriott Memphis East/Galleria — Hotel in Memphis

Stayed multiple nights in the same room. During my last night with the hotel, the nighttime auditor (a short, stocky, bald-headed African male) decided to make my stay a living nightmare. This night, for whatever reason, I had issues--that is, on three separate occasions--with my key malfunctioning to access my room. One particular instance was sometime before shift change. The nighttime auditor arrived and the off-going representative was leaving the front desk. She introduced me by name to the nighttime auditor and even stated my room number, all while handing me over my new room key. I relayed to her my concern with the previous key prior to accepting the new one, which was this: it was still able to access the building; however, it could not open my respective room. I told her that it was my understanding that if the key did not work, it should not work for anything. She reassured me that this sometimes happened. Now this happened to me three other times that night. I mean, the same exact problem. Something felt off. I mean, three times is too many. Too many coincidences is not a coincidence.

During this time is when the nighttime auditor showed his behind, which made my life and stay increasingly difficult. One instance my wallet was inside my room. He told me that he would not give me a new key without showing my identification. Remember: At this time, I had already been introduced to him when he arrived and received two other keys. He and nighttime security decided to call the cops for trespassing and stating that I was "suspicious." For the life of me, I couldn't fathom their rationale, especially given my reservation and previous things aforementioned.

When the cops arrived, this guy made up lies, tried to provoke me to anger, and so forth. I felt it was best to just leave altogether. In my haste, I left without my things. I decided to call the local authorities just to retrieve my things. This nighttime auditor even had an issue with that. After things settled, I came to realize that he and the nighttime security guard just had it in for me. I have never been targeted, bullied, humiliated, disrespected by so crudely by a hotel staff member in my life. I have definitely never had the cops called on me for trespassing , especially when having a reservation.

I am not one to write reviews or write negatively in regard to someone.; however, his behavior was absolutely unacceptable. The fact that he did it so easily let's me know that it wasn't his first time either.

With that being said, your experience may not be mine. I'm sharing my experience because I wouldn't wish my stay to...

I don’t even know where to begin, so I will just start with the restroom. To say that it was COVID and the rooms need to be fresh for the next guest, the roll of toilet paper in the restroom was more than halfway used. The sink was also dirty. The rest of the room appeared to be clean, but it just didn’t have a fresh smell. The pullout for the kids to sleep on had no linens. When my husband went to go get some, they ran out of pillows. The next day, we needed towels, they had no small towels. By day three, we needed towels and they ran out completely. We had to use towels from the gym. UNREAL!!!!! The television worked when it wanted to. When my husband called and asked if someone could help us out over the phone or come to the room, he was told that the engineer doesn’t come in until 8:30 a.m., this was around 9 p.m. that night. But thankfully, it decided to work again. I’ve stayed at many Marriott Hotels and each room at least had an ink pen and a notepad. No pen or pad this stay. The entrance area was clean. Staff was pleasant. The hot water was lukewarm the first night, but by night three, it was hot like fire!!! When we checked in I found out the worst news ever, THERE WAS NO POOL!!!😭😭😭😭😭😭😭😭😭😭 My kids broke down. I never even thought to look for a pool before I booked because every Marriott that we have stayed in had a pool. This was the worst hotel stay that I have ever had. I became a Bonvoy member because we truly enjoyed staying at these particular hotels. The staff was always kind and went above and beyond for us as guests. The facilities were always up to par. We are checking out early today and we only have medium towels to use. We are getting out ASAP. I hope this review helps management out because this isn’t the Marriott I know. Sincerely, 4...

The stay at the hotel was not all that bad, besides other people saying they have roaches but the check out and service after was the worst experience in my life. While staying there we didn’t have any cable or wifi even though the WiFi was “free”. Our bathroom flooded when taking a shower. The hotel did not have a pool, upsetting for the children, breakfast was very high priced as well as their snacks, but the entrance of the hotel appears to be nice. Upon check out I expressed my concerns and staff stated they maybe able to add points for the inconvenience. (Never received points or anything). Well I received a bill with a checkout date of 9.4.2025 when I actually checked out 9.2.25. My personal card that was held for incidentals was charged the entire 4 day stay when I had prepaid for the room through a third party meaning they got paid twice. The “GM” was suppose to call me since 9.4.2025 and it is now 9.23.25. No one has reached out. My money was never returned even when the billing issue was fixed. Til this day I have yet to receive my refund so basically they were paid twice for a hotel room. I have called corporate, who by the way hung up in my face twice, and was told nothing can be done. I have called the hotel literally every day and no response. This was the worst experience that I have ever had with any hotels. I will never stay with this hotel again if they can not even be courteous to return a customer call to help solve the situation when the customer did everything they “claimed” needed to be completed on my end to assure my refund. No damages were made to the room either. Those charges were for my entire stay even though it was pre paid for before check in with a...