Extended Stay America Suites- Memphis - Airport — Hotel in Memphis

If I could give ZERO stars, I would. I called 5 times (starting the day after my stay and giving AMPLE time for responses by waiting 4-6 days between calls, which they said I would be called within 48 hours as they had "escalated" it to a regional manager) and sent an email with pictures AND a video of my complaints. EVERYTIME I CALL I AM TOLD I HAVE TO WAIT 48 HOURS FOR A PHONE CALL BACK AND IT NEVER HAPPENS! The address for the hotel I stayed at is (just so there's no confusion about where I stayed): 2541 Corporate Ave E, Memphis, TN 38132 My night started with the phone to call to be let in with the phone sitting on an Ecolab mousetrap. As soon as I got in, i was greeted by a sign stating that "there is no one at the desk from 10pm until 7am". Just as i was going to call out for someone, an older woman came from the back. Before I even said "hi", she said "I don't know who you booked through, but you're going to have to call them for a refund because we are OVERbooked (she emphasized the OVER)". When she looked on her list after I told her that I booked directly through ESA, she said "oh, here you are. Let me go see if we have your room ready" when I was checking in at 11:30pm. She went up and was gone for about 5 minutes and came back down and gave me the room key. I went up and my keycard wouldnt unlock the door on the first 3 tries, so i quickly repeatedly inserted and removed it like 20 times and it finally unlocked. When i stepped in, it was IMMEDIATELY bad, but i was exhausted from travelling and being up all day and also had no car, so i was going to try to bear it. I went to go take a poop, but there was no toilet paper and the seat was hanging loosely on the toilet. I decided to just try to hold it until the morning and try to get some sleep. Then i heard the smoke detector going off....repeatedly. Again, i was exhausted, so i tried to just ignore it and get some sleep. I bent down to plug in my phone and found the wall plug was filthy as well, so I just let my phone slowly die rather than risk something happening to my charger or the plug. I was unable to sleep (smoke detector) for the entire night, so I went to get a drink of water, but the counter was not cleaned either. I felt like I was in a tetanus trap just waiting to spring. When I checked out the next morning, the woman at the front desk said I should have called to get the detector battery changed. I responded with "call who? There's noone at the desk from 11-7". The next day, I called guest relations to lodge a complaint and ask for a refund, and was told I would receive a callback within 48 hours. I waited a full week and then called again and the gentleman that helped me said there was no other complaint filed for my stay by me. But he would escalate it and I should hear from a regional manager within 48 hours. The next day (I believe), the woman that checked me out called and said that based on my complaint, she could give me $25 back, basically just poo-pooing my complaint as not valid. She then said that the manager would call me, and I still have not heard from him and that was 5 months ago. The amount of BAD in this room was just BAAAAAD. The smoke detector kept going off all night long because the battery was dying/dead, there was no toilet paper (or even a place to put toilet paper), the toilet seat hung off the toilet, the microwave was rusted, the counter was dirty, the floor looked like it hadn't been vacuumed in a month, there were cobwebs everywhere. I tried to contact them to speak about the matter, but after 5 phone calls and a month and a half, I just gave up. A "district manager" named Porciana (spelling?) Gave me one callback while i was working. I tried to call her back a few times and she was never there again. She gave me the hotel's phone number to call, not her own or her office's. I am posting photos from the room I was in which DO NOT look like the room they...

I want to warn my friends about conditions at this Extended Stay Memphis Airport. The hotel manager and district manager, apparently, do not care about this hotel or their guests.

I stayed at this hotel on Feb 28, 2019 - March 3, 2019. I reserved 2 rooms for that time. I checked in on Feb 28. There were a few minor issues, addressed fairly quickly by the maintenance man. On March 1, 2019, the rest of my party arrived to a horrible mess. We occupied rooms 100 and 102. The first thing that happened is there were roaches. I took some smashed roaches to the front desk to prove. The floors were dirty and the heating/air unit wasn't working properly. The bedspread also had blood on it. As we were preparing to leave for the evening someone spilled facial powder on the floor. On Saturday morning, March 2, we discovered that not only did the room have roaches and possibly bed bugs (no bedbug cover on mattresses), the bedspread had blood on it, so did the sheets. There were also large urine stains on all the sheets. I called the maintenance man and asked why he didn't change the sheets, as promised. He swore he changed the sheets and ran the vacuum. The sheets were still stained and the powder was still on the floor from the night before.

In all fairness, the hotel manager removed the charges for both rooms for February 28. Unfortunately, after things that should have been corrected were not corrected, I felt like I should have been fully compensated. The hotel manager called and left a message on my voicemail. I called her but didn't reach her. She never called me back. The district manager has never called me. I've talked to customer service numerous times over the last weeks. I've gotten lot's of apologies from customer service reps and promises for the district manager to call, but still nothing. I'm sure if the district manager could hear the voicemail I have and see the pictures I have, he would understand a little better how filthy that place is. Also, why is a maintenance man washing linens and changing beds?

Just so everyone knows these pictures are legit, they were taken at 35.075, -89.991. Look up that latitude and longitude.

PS: Well the district manager, of this hovel, finally called me. I sent him the pictures. He called the hotel and they stuck with their lie. I told him that I was perfectly fine when the hovel manager refunded one nights charge. The problem came in when they did not properly clean the room, that Friday night, as they were supposed to. Then, on Saturday morning, when the pics were taken, the maintenance man/ housekeeper swore up and down and lied to our faces that he had changed the sheets and run the sweeper as I'm looking at filthy linens and face powder still on the floor. The district manager claims he's been on vacation all this time. He refused to make any other adjustments because he was angry that someone called the health department. Well boohoo. I stayed at the hotel in 2018. It was fine. Now it has turned into a hovel with management that seems to have no integrity. I shudder to think what it will be like next year. I don't care about that little bit of money but i do care about being lied to. A simple apology may have been enough. I will make it my business to steer anyone i know away from...

OK. So I checked in yesterday. Roomis fine. I mean you know it’s clean the couch folds out into a bed and I’m unable to fill the bed back into a couch. No extra blankets I requested dishes and stuff and the guy at the desk just said yeah OK if I can find you some. Explain the couch situation. He said he would get on that. This is the next day into the next morning, still nothing. I had food delivered by DoorDash. They took a picture of it at my door. As soon as they took the picture I went out open the door and my food was gone. Guess maybe that was my fault. I trusted the area I was in. Thankfully, they refunded my money and with an extra 10 for the buying inconvenience so I re-ordered. And made sure they knocked and handed it to me personally. Guess that was my mistake. Should’ve done that originally. Not the hotel’s fault. I just don’t understand why the basic necessities of being in a place like this are not being given. I paid $596 roughly roughly 600 for one week. Didn’t really have a problem paying that. And I was told the dishes freaking pots and pans were included. Still have not received those. I work from home. Hooked up my computer everything and I had very spotty Wi-Fi and they said it’s gonna be like an extra 30 something dollars to get premium Wi-Fi. That should’ve been explained at the beginning wouldn’t have a problem with it. But give me all the information upfront. Other than that no real issues the suite is huge living room is huge kitchen as well appointed bathroom bedroom closet id so big it could possibly fit four twin beds is so large. So I’m not upset with the accommodations. Whatsoever. It’s just the management and the staff that I have an issue with. I don’t know if they’re not trained correctly. Or what. I’ve stayed in many hotels for months on end. My husband works for FedEx and lives in Hilton and Marriott hotels. . Actually right now he’s staying at an extended stay in Chicago. And his experience has been so totally different. I am not blaming one person for my experience so far. The person that checked me in not mentioning his name, but he was very nice. But when I came back down and asked for the things, I was not given he was obviously extremely high. And every time I try to call the front desk no one answers. Also, I booked through the online number and was told I could be in this room for a month. When I actually checked in, he said this room isn’t available like that. So I paid for a week. I just don’t understand all of the...