Holiday Inn Southaven Central - Memphis by IHG — Hotel in Southaven

The absolute worst experience I’ve ever had at a hotel. Staff and rude and disrespectful. Me and my mother were over charged. Jessica and the rest of the staff REFUSED to help in any way. They’ve yelled and disrespected me and my mother. One woman has continued to hang up on me deliberately each time I’ve called the hotel. Manager has not returned and calls. DO NOT WASTE TOUR TIME OR MONEY.

I booked at a discounted rate and was digitally checked in. I called the hotel to make sure there wouldn’t be any issues and it was confirmed there shouldn’t be. When my mother arrived Jessica refused to check her in because the reservation was in my name, I let her know we spoke to someone earlier. Jessica made a scene about how “we just had a meeting about this, they shouldn’t keep setting me up like this”. I asked if she could ask her manager for permission and she responded “No! This isn’t a manager issue, I already know what he’s going to say.” Her only solution is to cancel the current reservation that is already paid for and make a new reservation for my mother and charge her a second time. We are given no apologies or compensation. The next day me and my mother are charged again. So now my mom had 4 pending charges totaling $350. We are assured we’d get our money back. Over a week later and no refund. Called the hotel and the front desk has repeatedly hung up in my face. This is the absolute worst experience I’ve ever had a a hotel. I had to file fraud on all charges since the hotel has refused any refunds and call...

My initial room had no air conditioning ((room was 86 degrees). The staff asked me to wait while they had maintenance look at it, so I left for a while, when I returned, they had me move rooms.

After my room move, and new room keys were issued, I left one time and came back after a couple of hours, and the room keys would not work.

New room keys were made, and the next day, the same issue occurred. I had to have keys remade on two (2) different occasions.

Other issues I have is I paid extra for the Holiday Inn breakfast, which turned out to be a choice of a prepackaged muffin, piece of fruit and a bottle of juice or complimentary coffee. This was certainly not the Holiday Inn breakfast that I was expecting from past experience, and certainly not worth the extra money I paid for the breakfast - very disappointed in the value provided for the extra money paid. Had I known this, I could have saved myself several dollars and had breakfast out.

This hotel is under renovation currently, and did not have a functioning restaurant. Again, had I known this I would have stayed at another location.

The elevator in this place is very slow as well. I think only one of the two elevators must have been working.

On a positive note, the front desk staff was very friendly and the housekeeping was excellent. Truthfully, this was the only positive I experienced with this facility during my three (3) night stay. My biggest issue is the value was not there for what I paid. There are better choices...

Friday night after checking in we went down to the restaurant/bar area to visit with friends and wait for the rest of our group to arrive. One of the kids wanted a piece of cheesecake and we paid for it with our drinks at the bar but it took over 45 minutes to get it.

No coffee or staff in the lobby, bar, or restaurant on Saturday morning from 6:00 to 7:00. Waited in the lobby over 10 minutes trying to find staff to see if we could get coffee, but there was no sign of anyone. Went back to the room and later tried calling but nobody would answer the phones either. Left the hotel at 7:10 and still no coffee available at the self serve coffee bar in the lobby.

Advice: Don’t pay the extra charge for breakfast if you have to leave before they start serving at 7:00AM (times were not listed on the website and they won’t transfer it to the next morning). The other Holiday Inn Express starts serving at 6:00AM and we purchased the breakfast for 2 with our room thinking we would have plenty of time to eat before our day of volleyball at the Arena.

Rooms were dark and dingy in appearance and the bathroom was lit with a 2 very low watt lightbulbs so I’m not even sure if the bathroom was really clean. We won’t be staying here again . The Holiday Inn Express in town is cleaner, well lit, with staff that actually do a great job and free breakfast included.

Just goes to show that management/staffing makes all the difference and not all in the Holiday Inn...