Fairfield by Marriott Inn & Suites Memphis East/Galleria — Hotel in Memphis

I recently stayed at the Fairfield Marriott hotel in East Memphis Galleria located at 8489 US Highway 64, Memphis, TN, USA 38133.||||I travel quite a bit for business and am on track to have stayed at Marriott properties one out of every five nights this year. ||||I can say without a doubt that this is one of the most poorly run hotels I have ever stayed at. It fails at practically every level. Whoever is managing this property just clearly doesn’t care about meeting any standard of quality or service. This property is cutting corners at every turn. It is the responsibility of Marriott to monitor these properties and ensure the standards are met which they are clearly not doing in this case. Without a doubt this hotel should be de-flagged by Marriott and removed from the Bonvoy network.||||First and foremost for six nights of my stay the hotel did not have an ability to make keys and no ability to use a mobile key since the whole hotel is on older magstripe cards. How this hotel would fail to make back up copies of the room keys to each room - which is a standard practice - is unbelievable to me. The fact that the hotel management lets that one card machine be a single point of failure is mind blowing. The fact that Marriott apparently does not require member hotels to have an alternate method of making keys is unacceptable. The fact the hotel could not fix the key equipment in less than six days is unacceptable. Additionally, only one of the three keys I saw was branded with a Marriott logo. The others were ordered from Amazon. I found them with a reverse image search. I imagine this is another way this property is cutting corners in attempt to cut costs.||||Any time I wanted to enter my room someone from the front desk had to walk me to my room with a lock override terminal to open the door.||||I called in about this issue and a phone rep said that the GM of the property would contact me and have me moved to another hotel. This never happened. ||||The lack of keys led to two follow on effects. First my room was cleaned only once over a twelve day stay which is unacceptable. Second the cleaning staff and other members of the staff were blocking doors around the property open with bark chips and other objects since they did not have working keys. This is an unsafe and unacceptable security practice. I have attached pictures of a damaged lock to a side door that could not be secured. ||||During my stay there were multiple occasions where were police cars parked outside the property with officers inside the building. I would encourage Marriott to look up what police calls for service are occurring at this property as well as anyone contemplating reserving a room here. ||||Additionally, the material condition of the hotel is generally very poor. The common areas and elevator have severely damaged flooring, and fixtures. The box springs in my room had awful stains on them and the linnets were gray and carried faded stains. Pictures attached. It stuns me that the management doesn’t care enough to even put covers or skirts on the beds or to replace the linens. There was a full roll of carpet that was left in the middle of the lobby throughout the entirety of my stay. ||||The tone set by management clearly also flows down to the staff. The night desk woman who let me into my room for six nights was constantly on FaceTime and couldn’t be bothered to end the call to help guests and just kept talking to the other party the whole time. The attendant who ran the breakfast station wore no discernible uniform and looked to be dressed in pajamas. On multiple mornings I watched her slump around the serving area slamming the service items around while she had headphones in the entire time.||||This is the worst hotel with the worst staff I have ever seen including my time in third-world countries. They are unable to maintain even a shade of a standard of service or...

I recently stayed at the Fairfield Marriott hotel in East Memphis Galleria located at 8489 US Highway 64, Memphis, TN, USA 38133.

I travel quite a bit for business and am on track to have stayed at Marriott properties one out of every five nights this year.

I can say without a doubt that this is one of the most poorly run hotels I have ever stayed at. It fails at practically every level. Whoever is managing this property just clearly doesn’t care about meeting any standard of quality or service. This property is cutting corners at every turn. It is the responsibility of Marriott to monitor these properties and ensure the standards are met which they are clearly not doing in this case. Without a doubt this hotel should be de-flagged by Marriott and removed from the Bonvoy network.

First and foremost for six nights of my stay the hotel did not have an ability to make keys and no ability to use a mobile key since the whole hotel is on older magstripe cards. How this hotel would fail to make back up copies of the room keys to each room - which is a standard practice - is unbelievable to me. The fact that the hotel management lets that one card machine be a single point of failure is mind blowing. The fact that Marriott apparently does not require member hotels to have an alternate method of making keys is unacceptable. The fact the hotel could not fix the key equipment in less than six days is unacceptable. Additionally, only one of the three keys I saw was branded with a Marriott logo. The others were ordered from Amazon. I found them with a reverse image search. I imagine this is another way this property is cutting corners in attempt to cut costs.

Any time I wanted to enter my room someone from the front desk had to walk me to my room with a lock override terminal to open the door.

I called in about this issue and a phone rep said that the GM of the property would contact me and have me moved to another hotel. This never happened.

The lack of keys led to two follow on effects. First my room was cleaned only once over a twelve day stay which is unacceptable. Second the cleaning staff and other members of the staff were blocking doors around the property open with bark chips and other objects since they did not have working keys. This is an unsafe and unacceptable security practice. I have attached pictures of a damaged lock to a side door that could not be secured.

During my stay there were multiple occasions where were police cars parked outside the property with officers inside the building. I would encourage Marriott to look up what police calls for service are occurring at this property as well as anyone contemplating reserving a room here.

Additionally, the material condition of the hotel is generally very poor. The common areas and elevator have severely damaged flooring, and fixtures. The box springs in my room had awful stains on them and the linnets were gray and carried faded stains. Pictures attached. It stuns me that the management doesn’t care enough to even put covers or skirts on the beds or to replace the linens. There was a full roll of carpet that was left in the middle of the lobby throughout the entirety of my stay.

The tone set by management clearly also flows down to the staff. The night desk woman who let me into my room for six nights was constantly on FaceTime and couldn’t be bothered to end the call to help guests and just kept talking to the other party the whole time. The attendant who ran the breakfast station wore no discernible uniform and looked to be dressed in pajamas. On multiple mornings I watched her slump around the serving area slamming the service items around while she had headphones in the entire time.

This is the worst hotel with the worst staff I have ever seen including my time in third-world countries. They are unable to maintain even a shade of a standard of service or...

This stay was nothing but a total mess. Avoid this property if given other opportunities.

Husband had paid extra for our stay to receive a “welcome gift” {apparently that’s a Marriott property thing that varies from hotel to hotel} which we never received. What we did receive was a call from the front desk at 1:30am to come down to meet the police in the parking lot, as our car and two others were vandalized. After dealing with the police. My husband asked the overnight desk clerk if they had tape and a trash bag he could have to tape up the 2 van windows that were bashed out. She disinterestedly gave him 1small trash bag and packing tape. He had to practically beg for additional bags as one of the windows was the larger one, and it was by now pouring rain. She attempted to lock the front doors behind him while he was dealing with the issue, instructing him to go out the door at the end of the hall. That door was not working for some reason. After I came down to help him get it settled I must have seemed like I was not in the mood because she was a bit more helpful when I asked for some trash bags, tape and scissors.

In general, the hotel is somewhat run-down. I noticed this prior to our incident. The carpet in the elevator is stained. The indoor pool area seems outdated. Our room had a broken shower curtain rod that prevented our curtain from closing completely. Breakfast was slow to get refilled on items that were emptied, and both juices were room temp coming out of the machine. Hotel doesn’t smell bad, but didn’t smell great.

Daytime staff, when questioned about the welcome gift that never was, offered to credit some Marriott points to our account as the “gift” but those were never credited. They also acted shocked about the vehicle vandalism as if they’d not heard, so I’m not sure the staff communicates those things from one shift to another.

I will say that they absolutely did one thing right, and for us- it was unusual that a property got it right without my husband having to call down from the room. He’s incredibly allergic to feathers, as in- have an asthma attack that might send him to the ER allergic. It’s in his profile for Marriott that there needs to be zero feather comforters/pillows in the room. This room was feather free- I’m not sure if it’s just that they don’t use them anyway, or if their housekeeping staff was on top of things.

Skip this location. We chose it because when we lived in that area 15 years ago it was a safe and convenient spot, which has...