Homewood Suites by Hilton Southwind - Hacks Cross — Hotel in Memphis

The hotel itself was decent but some of the hotel staff (General Manager - Brandon & Front Desk Manager - Tamara) ended up ruining the entire visit for me.

So this nightmare started on a Friday...I checked out of the hotel in the morning and ended up forgetting my prescription glasses in my room. Of course this realization occurred once I was at my next hotel 8 hours away (totally my fault and I'll own it). I spoke to the hotel's receptionist, she called Housekeeping and was able to locate my glasses. I had to call back Monday morning to speak to Tamara to arrange to get my glasses shipped to me.

Monday morning at 8:15 I called the hotel and ask to speak to Tamara and am told that she is busy. The receptionist took my contact information and said that she would have Tamara call me back shortly. Well....3:30 rolls around still no calls so I call the hotel again and am told Tamara has already left for the day. Frustrating but I figured she must have gotten busy and it had slipped her mind. Fine, whatever, I called Tuesday and I was able to speak to Tamara. She said she had no idea who I was, what glasses I am talking about, and she would need to look into the matter and she would call me back by lunch. Guess who didn't called back by lunch???? If you guessed this guy then you guessed right, get yourself a cookie.

I called the hotel and asked to speak Tamara and was told she was gone for the day. Frustration level was climbing by this point so I asked if I could speak to the General Manager. I was informed that would be Brandon, so I was transferred to his desk phone. No answer (are you noticing a pattern here?) so I left a short voicemail summing up the situation and asked him to call me. I decided to give him a day or two to get back to me in case he was slammed with work. I didn't get a returned phone call, no email, no messenger pigeon, not anything from the guy. Frustration level….DANGER WILL ROBINSON DANGER!!!!

I was traveling all weekend for work and decided to call the Hilton 800 number to see if anyone there could help me out since the hotel staff wouldn't lift a finger to do so. Thankfully I reached a representative named Debbie (who is the best). She listened to my whoa's without judgement and was empathetic to my plight. She extremely friendly, understanding, and wanted to help me (finally!!!). She placed me on hold and called the hotel. Unfortunately like yours truly she was unable to reach Brandon (definitely a pattern here) about the situation so she ended up having to leave Brandon a voicemail. She asked me to be patient and to give her 48 hours to see if he would reach out to her. A little over 48 hours go by and Debbie calls me and started a report of some kind to reimburse me the costs of my glasses. She completes that report and submits it. I thank her for her time and assistance and say good night.

The following afternoon I get a call from Tamara saying she has my glasses in hand and she was shipping them to me. She asked for the 3 digit security code on my credit card so she could ship my glasses. Not a problem or so I though. I got my glasses alright....one of the damn legs was ripped off of them (irreparable). The glasses were shipped in a small envelope with bubble wrap instead of say a box with bubble wrap (apparently common sense is not strong with some people that package fragile items up to be shipped). My credit card was charged $109.00 for overnight shipping but I did not receive my glasses overnight, it Tuesday of the following week when I received my glasses. I have called Brandon and left several voicemails asking him to call me and to provide me with a receipt. I never heard from him once during this entire ordeal.

This is a hotel run by unethical inconsiderate morons. I would not recommend...

This used to be my favorite hotel! I recently had to make a trip to memphis for a family emergency. I was in town from 8-21 thru 8-27.. There was no Homewood Suites available until my last night here. We were a family of 7 so, we requested the 2 bdrm suite. Upon our arrival customer service was pleasant, she advised us that we had to park in the back and the luggage cart would be by the elevator, well we had to walk the whole hotel to find one; way down by the elevator where the pool is, (talk about getting your steps in) then we get all of our luggage prepared on the cart and loaded in the elevator only to find out that the elevator was having a breakdown issue. We waited like 4-5 min and it would not move. I didn't want to seem like I was ge to complain.. so I didn't. We had to push our luggage cart all the way down to the other elevator.. we were on the 4th floor..432.. down by the other elavator that wad having issues... ugghh.. it was a hot day so we decided to go the pool.. the pool was dirty.. we did our best cleaning it. The cloudy water made it appear that it hadn't been cleaned all day. Awe..We took into consideration the pool was outside. And got in after trying to clean it. The room was nice and spacious. Clean in appearance. My grandson was going to be the one on the pullout couch. He pulled out the couch.. there was old popcorn on the bed. The pillow for his bed had stains all over it. We'r called down to the front desk. Housekeeping brought up new Linen and a pillow, but didn't seem pleasant about having to do so. We'r had to call twice about the pillow. We thought about cooking to save money on eating out. We made tacos, rice, and vegetables. I have never seen the most worn out mismatched pot set ever.. eww. Now i'm forced to use them. For a room that could house up to 8 people, we only had 4 plates, no bowls; no spoons, a rusted chef knife, one butter knife, no paper towels, no pot holders (as i'm used to from my previous stays at homewoods.). The dish soap was watered down. There was no big serving spoon available, the spatula was the only serving utensil available; and it was dirty from the dishwasher.. and then it kept separating from the handle; not easy to make tacos. Ok, the beds were very springy.. the mattress in the single king bdrm the sham was dirty like something spilled on it and was never changed and the bed was not comfortable, the pillows need replacing, very loose and worn down. In the 2 king the bed closest to the window had a metal rod sticking out the mattress, where my daughter leg got punctured and bled. Maintenance tried resolving by pulling the mattress to cover it up. I believe this hotel put itself in a premium class especially by its pricing, i only gave it 5 stars cause I want people to read my review. It only deserve 3 stars. But even their breakfast wasn't all that great. Betty was a great and sweet host (keep her around) .. but I'm used to whip cream and strawberries for the waffles, there was none. No chocolate milk. And, I don't know why there is never any cheese available for the eggs! Ididn't see any boiled eggs. Your juice has never been good. So I don't bother to try it anymore. I drink your coffee or tea. Thank you for having washing machines and dryers available. We like to have fresh laundry leaving. I can't say that I won't stay here again, but I just pray that things improve, because we pay a lot of money to stay at your hotel chain and things shouldn't get worse they should improve. It used to feel like a home away from home!! I felt like I deserve a refund. Maybe someone will contact me about my daughter injury and about...

From the silent traveler to all of you. Welcome normally I have pictures this time I don't have any and I apologize. So this is a new place for myself and the company we've seen the reviews on this place and we took extra precaution I will say for the four rooms that we had all of them were in decent shape. There were very minor things in the room that were questionable at the end we end up speaking with one of the managers who will be looking into it. One room had broken glass another room had like cigarette burns in the pillow a door to the bathroom the lights might kicked it in maybe trying to get a child out and argument who knows. The sheets were fine and towels were fine there was only one trash can in the whole entire room I thought they would be a trash can in the kitchen but it wasn't so I kept using the trash can in the bathroom. The dishes seem clean no spots on them anywhere I use my flashlight to scan everywhere in the room didn't see anything else out the ordinary A few chromes here there that may be a vacuum missed. But other than that a decent room if you were to look right out at it. The only thing I was a little skeptic about what the security there is a fence around the whole property and the rooms are not connected to the actual hotel you have to walk out of the main lobby into the hotel rooms. So after you lock your doors put a chair in front of the door. Because outside access like that can easily be propped open and not seeing security walk around constantly to monitor those activities can lead into something scary possibly dangerous. Also the staff not as friendly as we thought when we got in during the evening time we tried to put our Hilton numbers in didn't want to do it call back down to get information about the Wi-Fi if my Hilton number was added the Wi-Fi would have recognized me and I wouldn't have to go through hoops just to get on the internet for free. But I was able to add my number first thing in the morning when checking out That staff member was very nice very polite. And I think also because I did walk around that staff member during the evening night shift doesn't go out and walk around to check if the doors are closed and not propped open as you're entering in. There were some suspicious suspects walking the ground as I was looking out the window. One of my colleagues really was not impressed with breakfast we have stayed at many Hiltons before and he said this one was definitely not up to par. So final thoughts would I recommend this hotel Yes like all hotels security is going to be a factor wherever you go like all hotels not every staff member is going to be 100% on their game or perfect. And at the speaking with management they are trying to improve a lot of things at this hotel so we have to give them the benefit of the doubt to see what changes will be made in the future. Will we be back that all depends on the company and it depends on the different crew members as we come through. So does it match up to other Homewood suites no does it match up to other hotels like the Hampton which is right across the street it does there's still something to be said here and given the management team a chance to rectify a lot of the things that people have seen in the past I believe this hotel can be on the standards of what a Homewood suites should be. So from the silent traveler to all of you, be well, be joyful, be at...