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

I give this place two stars because the only thing saving it is its very sweet staff. As you can all see from my review history, I don't typically write reviews. This place has sent me over the edge. This place is a complete crap hole. When I first arrived, I stood at the front desk for 15 minutes with no help after traveling for four days straight. Once I got to my room, I was appalled at how unclean it was. There were little hairs all over the bathroom, the counter tops in the kitchen and the bathroom were dirty, and the refrigerator had about 40 dents in it. Apparently, they had a "very busy weekend."

Here's where it gets good...errr, even worse. They do not make a single thing easy. It's an extended stay, which would make you think they'd have everything ready to go for you. Nope. Your kitchen is completely barren when you arrive. You have to request to get kitchen supplies. I thought, "No problem!" Well, they don't bring it to your room. You have to go physically get it. Extremely exhausted, I made my way back to the front desk only to get again, "Sorry, we had a busy weekend and nothing is clean. It'll be the morning that you'll get it." REALLY?? I gave up and went to bed. The next day, I requested the stuff again at the front. Friends, I kid you not...it took me 3 days - THREE DAYS - to get everything I requested. They always conveniently forgot or things "weren't clean" or "the one I have is broken." HOW does this place stay open???

So after being upset with my room that was disgusting and on the ground floor next to the lobby, where I could hear everything, I finally had my room changed. This too was a process, and I wasted a whole morning waiting around because "the person cleaning your next room is in training." You'd think they'd make this happen quickly. After asking nicely how much more time it would take 3 more times and never getting a call back, it took about three more hours.

I get to my new room. It's much better. However, look what I find under the bed. Photo attached.

Other fun things: They have laundry on the second floor. Wouldn't you think they'd have a quarter machine available for the quarter washing machines?? Nope. I called to the front desk. Response, "We normally have the quarters here at the front desk, but I don't have any. You'll have to drive down to Walgreens down the street." EXCUSE ME?? Sure, waste MORE of my time.

All the lights in the rooms are fluorescent. Want soft lighting? Forget it. Harsh, brash lighting that makes you feel like you're in a department store.

Comfortable bed sheets? Nope. Sandpaper.

This place is a mess.

Did I mention I have to stay here for another 3...

This place is the worst and i definitely know. I have been traveling 9 months out of the year for 15 years. We are all navigating a pandemic and every corporation with any sense of dignity and community responsibility is doing all they can to help. Not extended stay. I actually managed to have disruptive and problematic experiences at two locations in one night. The first location in West Germantown refused to honor my prepaid and guaranteed reservation claiming to be overbooked and blaming priceline. I still do not have the funds back even though priceline cancelled the reservation for me. That was around 9pm. By the time i got to my room at this location it was midnight. The airconditioner sounded like a lego in a garbage disposal so i immediatly asked for a different room. I already had a horrible headache from missing dinner while dealing with all this. Mary refused to move me even after i had priceline call her. I was told Randy would be in the next day to offer me some unspecified compensation and they would also send a repair man. Neither of those things happened and it would not have solved the problem either. I tried to explain how that wasnt going to help because i had a ton of stuff to unpack and the entire point of booking two nights is so i dont have to pack out again the very next day...and the only reason i chose an extended stay is for the kitchen so there would be all the hotel dishes too and with an apointment downtown at noon there would not be time to pack up and move rooms and also make breakfast after making dinner at 1am and i wasnt going to be able to sleep with all that noise. Mary didnt care one bit. I never met Randy or any repair person. I should have beem comped in the first place due to my original reservation being declined. In all these years that overbooked issue has only happened two other times and both times the hotel refunded me and comped my stay at a different hotel...in full. Just to add insult to injury this location also charged my card for a late checkout. Maybe if i had been able to sleep i would have been checked out in time. In addition to all this the room was no kind of clean. I took pictures. There was literally a package of crackers on the nightstand lamp...not sure if that was supposed to be some kind of racial insult or just housekeeping incompetence. They clearly do not care about yet another terrible review with a 3.8 rating already so avoid entirely because you will not get any kind of...

Ridiculous people here. We moved rooms due to a roach problem, which I attributed to being close by both the laundry room and the trash room. We saw one almost every day and the last one was in the bed with our baby. Bit too close for comfort. We don't keep a messy room. Trash was taken to the trash room every few days. When I went downstairs to request the move, the dude up front, Randy, was SOOOOO helpful and nice. I really appreciated him and thanked him profusely. When we moved out, I made sure the room was clean and I threw our last bit of trash in the trash room, which two employees saw me do. I also wiped down every surface with Clorox spray and reorganized the room like it had been when we moved in. So we get to the new room and unpack and so far so good. I go to sit down in the recliner only to discover it doesn't recline. I go downstairs to see if it can be swapped out for a working chair since sitting in the recliner with the baby tends to be most comfortable. Not only can they not swap the chair out for a working one but I'm informed by Randy that one of their employees claims to have pulled 2 or 3 bags of trash out of the old room which is a bold faced LIE. I explained that I threw out all the trash. Randy asked if I had left anything behind and I told him all that was left was a dirty sheet and some towels. Nothing else was left in that room. He tried to ask what I did with the trash and suggested it should have gone in the trash room... WHICH IS WHERE I PUT IT. It feels like y'all are accusing us of keeping a messy room and attracting the roaches. Nah mate, we don't keep a messy room and every roach we had to deal with had been on the side of the room that's closest to the laundry and trash room. We never even had one in the kitchen! Randy, who I had once thought was so nice and helpful, turned out to be a really rude dude when he said he'd "keep an eye on our new room". Come on and check every day if you want; take that time out of your day. Not our fault you have roaches. We're only here due to housing issues and as soon as that's resolved, we'll never come to this dump again. Oh, and we'll make sure to get a manager inspection of the room when we move out since apparently your employees...