Extended Stay America Suites- Memphis - Wolfchase Galleria — Hotel in Memphis

I have been staying at this hotel for almost 3 months with my 13 year old daughter. I haven't had any problems with the hotel or hotel staff until September 14, 2017, Thursday. My daughter was down in the lobby, waiting for her ride to school. In the meantime, she was practicing her dance routine. She did a toe touch and a split. According to my daughter, after she did her split, she hurt her knee and could not walk. She crawled from the lobby floor to the carpet area, laid in the middle of the doorway crying and yelling for help. The first guest came down off the elevator and saw my daughter crying and yelling for help. He ranged the bell that was on the front desk and told the attendant that someone needs help. The front desk attendant, Ms. Danielle came out and the guest left. She walked away from behind the desk and asked my daughter what was wrong. My daughter told her that her knee was hurting and could not walk. The desk attendant, Ms. Danielle, told my daughter to get up off the floor, stop faking and she was NOT going call the ambulance. Ms. Danielle proceeded to walk back around to the front desk and stood there while resting her hand on her face. My daughter laid there on the floor, in the middle of the doorway, crying and screaming for help while Ms. Danielle watched her from behind the desk. A second guest came down off the elevator and saw my daughter on the floor crying and screaming for help. He tried to help her by looking at her knee and having her to at least sit up but was unsuccessful. He told my daughter she needs medical attention and told the attendant that she needs to call an ambulance. Ms. Danielle, the front desk attendant, still refuse to call an ambulance. Instead, she told my daughter to call an adult. My daughter had to struggle to get to her phone to call me (her mother). My daughter called me after I had just arrived to work. She told me she broke her leg, her knee is hurting and she needs an ambulance. I could hear that she was crying and in distress. She was telling me how the second guest tried to help her and said she needs to go to the hospital. While my daughter was talking to me over the phone, I can hear Ms. Danielle in the background trying to over talk my daughter, saying that there was nothing wrong with my daughter, the guest didn't know what he was talking about, he is not a doctor and an ambulance is not needed. I told my daughter I was on the way. It took me a total of 20 minutes or more to get back to the hotel off Germantown Parkway (Memphis, Tn) from Jackson and Hollywood (Memphis, Tn). When I arrived at the hotel, my daughter was laying on the carpet floor in the middle of the doorway crying obviously in extreme pain. I walked over to her and asked what was wrong. She said her knee was hurting. The front desk attendant, Ms. Danielle, was standing in the lobby area repeating what she said earlier. She said it was nothing wrong with my daughter and there was no need for an ambulance. I touched her knee and felt something was wrong with it. I called 911 for an ambulance immediately. After I made the call for an ambulance, the front desk attendant, Ms. Danielle, went back behind the desk into the office area and hid there never to be seen again. While my daughter and I was waiting for the ambulance, she mumbled in the mist of her crying and experiencing excruciating pain, that no one cares. I asked her what she meant by that. She explained to me how she was treated by the front desk attendant, Ms. Danielle. She said Ms. Danielle thought she was faking and did not want to help her. I told her not everyone behaves that way and there are good people in the world just like there were two helpful guests who did try to help you and we are both thankful for them to come to the aid of a minor child who was laying on the floor in the middle of the doorway crying for help. The ambulance showed up and transported her to the hospital where the knee injury was diagnosed as a dislocated knee. Ms. Danielle did nothing to help my daughter nor apologize for her...

On 9/5/15 our church group arrived at the Wolfchase Galleria - Memphis, TN location to find that our rooms were gone. I made reservations well in advance and had contacted the property twice during the week prior to our arrival. The last call, made on Thursday, 9/3 was to advise some guests may be arriving prior to 3pm check-in time and was told that should be ok, the rooms will be ready. Upon arrival, the first guest received a room with a dirty floor, used soap, and dirty towels had been left. The second guest arrived and then was told we had no more rooms. So when I arrived, since I made all the reservations and had provided each one with a copy of their email confirmation, I inquired at the front desk about what happened and why were the room types I reserved now no longer available. As it turns out, the MANAGER did not inform the staff (one person) that there were 2 large groups arriving that day, so there was inadequate staff, preparation, and planning. The front desk clerk worked his hardest, but was able to accommodate all of our room reservations. We were able to get cleaning supplies to wipe down our rooms and sweep the floors. Again - KUDOS TO THE FRONT DESK CLERK working that day. He made sure, after all the negativity, that everyone was comfortable and had what we needed for the night. Thankfully, we had him again on Sunday. Monday morning, I went downstairs to get change for the laundry, the front desk clerk looked like she just woke up - clothes unkempt, hair needed to be groomed - totally unprofessional. She had no change and was waiting on the manager to arrive. Well, when the manager arrived, she looked like a guest hanging out. She was so very unprofessional - neither of these young ladies looked as if they should represent the hotel. I made the mistake of taking the stairs - the stench of the trash bags left in the stairwell was horrible. These were large black, tied up trash bags, that looked like they had been pulled from the larger trash cans at the end of the hallway. Housekeeping should have taken these bags outside to the dumpsters, not left them on the stairwells for guest to see and smell. Overall, I would say this hotel needs better management - Hotel Management and Housekeeping Supervisor. The young man that checked us all in and worked with us would likely be excellent! The hotel was undergoing renovations during our stay, which we totally understood and based on what was completed, looked really nice. We loved the location - near everything we needed and easy highway access. We have another trip next year and would love to consider staying here again, but not if we have to encounter these same...

I AM EXTREMELY DISSATISFIED with the experience I’ve had at this hotel. From beginning to end. I reserved a room for 1 month, I am going to be here for several months, but thought I’ll just do it for one month for now, when I got to the room at 11 pm I was told I had to pay up front my reservation, I did not have all of that at once and they told me I would have to pay it before they would give me my room, I was really in a rough way, I didn’t have some $2000 up front! Nor did I expect that, I was told weekly or nightly. The staff called a manager and had it approved to pay weekly, so that is what I did, but they increased the rate almost double. Then I go to the room to find it very dirty and rust on the appliances bathtub, no dishes, cups, utensils, and I had to ask for towels. When I asked for them I was told I needed to turn in the ones I already had, I said I have none, and the lady got smart with me. Then after being there for almost a week I had 1 cleaning, and when I asked when the next time would be that they cleaned I was told it would get cleaned every 2 weeks, or a month at best. I don’t know when it becomes your responsibility to clean your own room ( floors, bedding, towels, etc stuff within reason) But anyway, that was my answer to cleaning of room. I came back to my room upon their one time cleaning, and I found clothing intermingled with my clothing in my suitcase, clothing that was absolutely Not Mine!! I’m sorry, but I don’t want someone else’s clothing on my clothing! DISGUSTING 🤢 There is a smell in the room that I think is that of maybe cat pee 🤔 I’m not real sure, but it hits you as soon as you walk in the door, I bought Glade Plug Ins , they help mask the odor, but it’s still there 🤦‍♀️ My next question today is going to be where? Do I get rid of my garbage?? When obviously they are not going to empty it 😔 I can’t wait to get this answer! All I can say is, please do your research, stay far away from this place, it is dirty, staff and management are very rude, when I asked to speak to the manager she was to busy on a conference call to handle the problems I was having with my reservation, and it is a big hassle to get anything for your room you should have already, it was really a HORRIFIC EXPERIENCE! Not to mention if I would not have been able to pay weekly that night, that wood not have cared that there was know-where else to go that late. Really, REALLY BAD PLACE AND PEOPLE!! 😡🙌😔🤦‍♀️🙏 The Only Reason Thus Got 1 Star is Because it Makes You Give One to Leave...