Hilton Garden Inn Memphis/Southaven, MS — Hotel in Southaven

Please read! Long but informative!!!

This was the absolute worst hotel experience I have ever encountered! The front desk attendant was the worst! She lacked zero customer service skills and was very rude and disrespectful. I’m not sure what her first name was, but her name tag said Marshall. First off we walk in and no one is behind the desk to great us. Ok, understandable. So, naturally I look around to see if I can spot an employee to check us in. I don’t see anyone, so my partner and I stand there for a few minutes waiting. We have been on the road for 4 hours, so we’re ready to get to our room and relax. I see a door that is located to the right of the desk. I walk up and give a quick knock on it. The desk attendant comes out very angry looking. Still hasn’t greeted us by the way. So, I proceed to give Marshall a print off with my reservation number on it and ask will she need to see my drivers license. She looks up at me from her computer and says “ma’am I am going to have to ask you to calm down. She doesn’t appreciate my attitude and I need to lose it. Also, that I had been bouncing around since we got there.” I am absolutely dumbfounded! I turn and look at my partner thinking that the attendant is joking. Nope! Marshall is dead serious! I am floored by the way that she is speaking to me. I quickly tell her I do not have an attitude and ask her again if she is going to need my drivers license. As to which she replies yes. Ok, how did she know I had been bouncing around since we got there? I was standing still in front of the counter when she came out? Perhaps she was watching us on camera behind the closed door the whole time. I’m not sure, can’t prove it, but what if. I also forgot to mention another young lady that is also employed there came out at the same time as Marshall. She just came out from a different direction. Still in awe of how things have went since we walked through the door, Marshall informs us the elevator is out of order. We are on the second floor. Soooo, after all that we finally get in our room. We walk in and immediately the smell of musty, sweaty, stinky body parts slaps me in the face. It smelled like a men’s locker room in that room! We did have a pull out couch, which is where the smell seemed to be radiating from! Oh, it was so horribly bad!!! Then the temperature on our air conditioning is steadily rising. It was 70 when we came in an hour maybe longer it was 74 degrees. We had the maintenance man came up and looked at it and tell us it is working fine and the young lady from the front desk has already told us the hotel is completely booked and there are no more available rooms. Basically deal with it. So we did. This is the first review I have ever written on anything! The location of the hotel was fantastic! Everything else not so much. I came home and proceeded to wash all my clothes, clean and dirty, because of the smell in room 205. Hopefully after this they will do some deep cleaning and give Marshall the proper training to be professional while working in...

The housekeeping manager is rude, Kimberly Cash. My husband had been trying to check in all day. He was trying to do it contactless because he has covid. I asked housekeeping to clean his room and I tipped them. It was ready at 2 pm he tried multiple times to check in and they keep telling him it was not ready. Housekeeping let him in the room about 2pm. He tried to check in a few more times, check in is at 3 pm, and at one point the clerk answered the phone what? and later hung up on him. At 4:30 pm I tried to check my husband in and they were not letting me as my name was not on the reservation but I had the credit card used to book the room and share his last name. He came down to check in and due to his frustration slammed his driver’s license down on the counter. The manager then made a scene about how she was not checking him in. The clerk then started the process but stopped and left him waiting. About 10 minutes later he asked if they were checking him in and the manager raised her voice to tell him “you are not checking in. I am having you escorted off the property”. Keep in mind I have my own reservation. I then asked if she could cancel my reservation. I was do my part by keeping him away from others. She said yes but still charged me for tonight! I did not even get a bill! Ms. Cash over reacted. Yes my husband was wrong for being upset. We evacuated our home in New Orleans, lost our dog on the trip, have been separated as a family because my husband has covid and I was trying to keep him from being around others. I heard the clerk talking to other guest and she was also rude. I would not recommend stay here. The rooms were clean but the staff doesn’t communicate, and makes you wait hours past check in for no reason. The hotel is not bad, food not bad but my free breakfast cost me $20. And trash stayed in the hallway...

Decided on the Hilton Garden Inn after several other hotels in the area showed a hot tub but had removed it from their property but not their website. Called prior to booking to verify they did have one and it was in working order. I didn't think I would need to verify cleanliness at a Hilton property. Having stayed numerous times at Virginia Beach Hilton properties which were fully booked and still pristine properties I expected the same here. What a disappointment from a filthy hot tub full of grime and dirty water to literally over 2 dozen dirty towels laying everywhere in the pool area. Next morning there weren't any clean towels in the pool area. Called the front desk and was told they would bring them right down. A hour later I went to the desk to get them myself and insist the gentleman at the desk come to the pool area and see it for himself. He agreed it was filthy and needed immediate cleaning and that a discount would be issued upon checking out. Checking out I was told by the supervisor that a child had dumped bubbles in the hot tub. That there wouldn't be any compensation for not being able to use the hot tub which is why we had chosen the Hilton! She checked us in the day before and I had told her I had canceled at the Marriott because the website shows a hot tub but the Marriott said it was removed 2 yrs ago. Bubbles would produce foam and bubbles, not cloudy water, dirty tiles and hair balls. Very very disappointed with our experience here. Only nice, bright spot of the day was running into Cat! Excellent employee and others should take a example of her attitude and apply it to their customer...