Hampton Inn Memphis-Southwind — Hotel in Memphis

This hotel is struggling. I’ve stayed here before and though it wasn’t perfect it was acceptable. This time though...I arrive at night and some guy is just staring at me as I walk down the hallway towards the front desk because my mobile key did not work at my room door. Another guy who was dressed in casual street attire and sitting on the table in front of the front desk asks if I need some help. I look hesitate to answer his question and proceed to talk to the front desk agent to tell him I need to check in...they quickly tell me there are no more check-ins and ask if I’m at the correct hotel...Im confused and trying to figure out why this guy in street attire is asking me questions like he works at the hotel...after showing the front desk agent my confirmation email he checks the reservation and says “you’ve already checked in...you said you needed to check in” (side note: I have run into this issue in Memphis where associates are quick to place the blame on the customer when something is misunderstood which 99/100 times is a customer service NO NO)...so I ask the guy in street attire who he is and why is he asking me questions about my stay and he identifies himself as the manager! 😵. (I’m laughing on the inside because you wouldn’t expect the manager to have awful customer service or be dressed inappropriately without any name badge to identify himself as an employee much less a manager)...but that is not where this ordeal ends...they finally give me a room key and the front desk agent asks if I want some bottled water. The whole time the associates communicated with a tone that lacked any sort of friendliness, welcoming, or professionalism. The manager’s friend who was not an employee seemed to understand how to treat a customer better than the employees! At this point I get to the elevator, which was dirty and sounds and moves like an old employee that needed to retire years ago, and then to my room which had dim lights, a TV that took forever to power on and looked like it was bought from behind a bargain outlet dollar store, and a bathroom that was not entirely clean (tub had some strange pink spots around it). Overall I would not be confident this location is suitable for anyone to stay. It has all the signs of a property managed by some careless group of cheap and neglectful individuals who are either struggling to keep this business afloat or unfit to properly manage a property with a Hilton brand (unless Hampton Inn is the Hilton Brand of unsatisfactory hotels. If that’s the case they are doing their job quite well.). If COVID could infect a business the Hampton Inn at Southwind looks like it needs to be quarantined and placed in the ICU with all the emergency therapeutics and care because from the poor customer service to the poor shape of the property, this place is a joke. I mean literally I am laughing at how bad the customer service was from the manager. I was so entertained by the lack of standards here I appreciated it as a silver lining. Oh and I forgot to mention the gnats flying around in the room. It’s cold in the middle of winter so you gotta actually try hard to improperly clean your facility to have gnats comfortably...

I didn't know anything about the area when I traveled here for business, so I booked my room online at the Hampton Inn. When I arrived, I pulled into the road where the hotel was located, but the first entrance was locked. Unsure of where to enter the hotel, I drove around to the next opening.

As I did, I noticed a truck parked on the side of the road, and a man in a gray, ragged T-shirt jumped out and started waving his hands. As a woman traveling alone, I felt scared and didn’t want to stop for someone I didn’t know. When I tried to enter the hotel parking lot, the man followed me, screaming at me to roll down my window and stop. I was terrified because it was late, and I had been driving for hours—it was a quarter till midnight.

He eventually blocked my path in the parking lot, insisting that he was there to protect me while still demanding that I roll my window down. Trembling with fear, I took out my phone to start recording, uncertain of what he might do. He then yelled at me, saying I couldn’t film him.

Just then, another gentleman appeared, wearing a collared shirt and a gun on his hip, indicating he was with security. I cracked my window just a little and saw the security badge on the man in the white shirt. The other man, who looked homeless, continued screaming at me while the security officer told me I needed to provide my name to enter the hotel parking lot.

I complied, and after some time, they contacted the front desk to confirm my reservation, even though I had already shown it through my app. I was shaking and disoriented from the entire experience, deeply frightened as I had no idea what was happening. I cannot believe the hotel lacks a better security protocol for allowing guests into the parking lot. There should be a safer method than having someone jump out in the street wearing a ragged gray T-shirt. I am extremely frustrated and still shaking. This was a horrible experience, and I am a older woman traveling alone and this hotel should be ashamed for putting me through this! I have made a complaint with Hampton Inn on the customer service line! I did get checked in and when I got into my room, there is only one side of the bed that has electrical plug-ins, and one lamp. The other side of the bed does not have a lamp or any electrical plug-ins to my surprise none of the plug-ins worked on the side of the bed with the lamp, so I was forced to run a drop cord that I carry with me to plug in an electrical socket on the other side of the bed, which has no lamp at all this entire stay was a discombobulated mess and I will not be staying here again. headboard is gross and nasty. See pictures attached there was no soap in the entire bathroom to wash your hands with so I tried to get the shower gel out of the shower and I pumped and pumped and pumped it and nothing came out. It was completely empty. Thank God I carry hand sanitizer with me or I wouldn’t even be able to wash my hands before bed....

Checked in and asked to speak to general manager Ashlie, with her rude self about her unprofessionalism, we drove in from 9 hrs, with a group of 7 people. With 3 rooms booked, in route my mother who is elderly and disabled took sick, and arrived earlier than the rest of party, we called ahead to see if they could check in under our reservation, an this lady wouldnt show any compassion for the elderly kept talking about the policy, an being that my daughter was a team member in different state she clearly should know the policy from the handbook, which she offered to print out. Who does that, she shouldve printed a copy for herself and read under values & hospitality

then when i arrived to hotel, i asked to talk to her in private, this lady started that rudeness again, in my face know, not on phone, now she clapping her hands trying to shut me up and over talking me, an rush what i was talking to her about, then turned and walked away, while i was still talking. I believe one of the maintence workers walked by, and when she walked away from me he started shaking his head, like in disguise. Like i was completely disgusted.

I sure hope this is not the the integrity of Hilton management, cause this female clearly is not adhering to hiltons handbook where it clearly states under VALUES HOSPITALITY We are passionate about delivering exceptional Guest experiences. Cause she sure missed that part of handbook, which i googled. Cause our experience based off her is a 0. Got to our rooms, all three smelled like mildew an piss. my tub was dirty. Toilet smelt pissy. What a horrible experience for me an my entire family.

Thanks Ashlie, because of you our vacation experience with this property was horrible.

Please send this general manager back through customer service training.

I will be escalating this complaint to higher up until i get satisfaction. This is just unacceptable On a positive note, the two young ladies working the desk where friendly, &...