Hyatt Place Memphis/Wolfchase Galleria — Hotel in Memphis

This was our first stop for hotels on our recent roadtrip and it set a pretty high standard for the rest. The room was pretty basic, but was clean, fresh and inviting. We had 2 beds and a pull out couch that fit my family of 6 perfectly. The bathroom was clean and fresh, though the shower was a little cramped and hard to stand in with a rounded bottom...but it wasn't an issue at all. The staff is what made this stay special. They were phenomenal. Friendly, accommodating and attentive. From check-in to check-out the staff wowed me every single time. The free breakfast was great with an excellent assortment of hot and cold items. One of the staff members even gave us a take out container for one of my moody kids who was refusing to get food. They made rounds before ending the breakfast ensuring every guest knew it would be ending soon and giving them the opportunity to grab more food before they shut it down. We didn't have a chance to use the pool while here as the weather was touchy, but it looked nice and clean and was outside. The area around the hotel was very safe. All in all I was impressed by the staff and that made the stay a perfect 5 stars for me. Keep up the good work!

Forgot to mention, had an issue with the air conditioning not working and a maintenence man was sent up within minutes. He was WONDERFUL. He fixed the issue quickly and even did a few extra things to ensure the unit wouldn't give us further issues. He also gave us a few recommendations on where to get real Memphis BBQ. We took his advice and I had one of the best meals of my trip. Ran into him a few times and he was friendly, waving at our family and saying hi. He even followed up to see if we tried any of the BBQ places he recommended and if we liked it. Tennessee charm at it's finest. I wish I could recall his name because he was...

BEWARE IF YOU HAVE ANY ISSUES WITH HYATT WHEN YOU HAVE ALREADY ARRIVED. When we booked the hotel it said they were under renovations, so I thought I can deal with noice so I booked it through a third party. When we arrived late Friday afternoon we were advised there would be no water on Saturday from 10 am to 3 pm and we were there for a 4:30 wedding! I waited until Saturday morning to address the issue so I could speak to a manager and was basically told sorry for the inconvenience, do all you need to do (shower, go to the bathroom, etc...) before 10. No discount for my inconvenience, nothing but basically sorry, can't help you. So I called Hyatt customer service not once but 3 different times with various excuses, once, sorry can't help you because you booked through a third party, the second time after my third party who I booked through tried to get it resolved and couldn't, was they said they sent you an email ( which they didn't ) so we can't give a discount or refund but you but we'll give you another stay at Hyatt another time ( at this point I'd been on the phone with them for an hour and a half and been mislead into booking without knowledge that we would not have water during our stay), and the final time I just want to leave here and get my money back, I got we can't do that, it's up to the property. I asked so when has the property been the final day instead of corporate? I got "we're not Hyatt corporate, we just take the hotel customer service calls, if you want corporate you need to go through the manager of the property. So much for customer service. So basically after 2 hours on the phone, Hyatt did nothing for us, we had to stay or lose our money. Had we known we would not have had water we would not have booked, Hyatt mislead us, and did nothing to fix it. We will never stay at Hyatt...

I booked a 4 night stay online 2 weeks at the prepaid rate of $71.40 per night prior to my arrival using a Visa Pre-Paid gift card received as a bonus at my company christmas party. I received a confirmation email from the hotel stating that my stay was booked. Upon arrival at the hotel the lady at the desk asked for my ID and credit card used for the purchase and I presented it. She then informs me that it is going to be five hundred and something dollars. At that point I said hold on, no way, it should be around $330 and showed her the confirmation paper that I received by email. At this point I am informed that the rate has now gone up to $99.00 per night because apparently the Visa gift card I had used was declined and I was not notified by email or phone regarding this prior to my arrival (booked 2 weeks in advance). At this point she calls the manager and then tells me he said there is nothing they can do, at which point I ask to speak with him. He comes out with an attitude right off the bat and says I should have used a valid card and I can either pay the increased rate or leave. While I could have afforded the increased rate, between his attitude and the ample number of competitors hotels in the area (Hilton Garden across the freeway, which is even newer), I chose to stay elsewhere. I have stayed at the Hyatt Wild Oak Ranch and Hyatt Hill Country Resort multiple times in San Antonio over the years and while I understand this hotel is not in the same league, it bewilders me that a hotel manager can be so blatantly rude and not honor a rate that was booked in advanced over something as silly as a Visa gift card not working. I guess I learned my lesson, don't book with a prepaid card. Hopefully Hyatt is able to find a better manager for this hotel...