Hilton Memphis — Restaurant in Memphis

This property is exceptionally sub-standard for Hilton properties. The photos of the property on the web site are spectacular, and clearly very old, as this property is beat up and run down (and mechanically unsound, as you will read below).

When we checked in we were not recognized as Hilton Diamond Members nor thanked for our loyalty. We were not provided with our welcome water bottles, nor were we offered our complimentary room upgrade that goes with our status (upon availability) or given an explanation as to why an upgrade was unavailable. Upon check in, one elevator was out of order in addition to the service elevator, as the housekeeping staff was routinely seen waiting for the guest elevators with their carts on multiple floors.

By Sunday morning, three of the four guest elevators were out of service. In addition to the 50 room block that we were part of, there was also a room block for a soccer tournament. Beginning by 8 am, we were waiting for over 30 minutes for the one elevator that was working, as the entire soccer group was trying to get out for games, and those in our room block were checking out and heading to the airport.

My wife and I were on the 24th floor (Room 2405). After waiting the first 15 minutes for an elevator, one finally stopped on our floor, but was full, so we were unable to get on. After waiting another 15 minutes the elevator passed our floor without stopping. At that point, we took to the staircase with two pieces of luggage each (we had no choice, as we had to get out of this disaster and to the airport for our flight). Yes, we had to descend 24 flights of stairs dragging our luggage.

No one from the hotel took command of the situation or advised the guests of the situation. There were no recorded messages by phone to the guest rooms, no signs posted at the elevators, no emails or texts to the guests. There was no control of the one working elevator by the staff, no attempt to shuttle luggage by elevator for the guests and directing them to the stairs.

The complete lack of concern by the entire staff was evident. When asking a housekeeping staff what time check out was, their response was, "I don't know," and they just walked away. When addressing the front desk staff about the situation, no matter what was asked or requested of them they could only say, and continued to repeat, "we are working on it."

I can't even imagine what check-in would look like that afternoon, as they couldn't move their housekeeping personnel from floor to floor the change over the vast majority of their rooms with guests checking out. By 11:00 am, they were already telling new guests that they had no idea when their rooms would be ready and were storing bags.

The lack of management and leadership was frightening. We are not in Memphis often, and would not stay at this property again. I do, however, believe the offer of a refund for the two night stay, or the offer of 100,000 points (the value if we had stayed on points) would be a most appropriate resolution for the absolute disaster of an experience this property and their leadership...

Omg when I say I'm beyond frustrated after traveling for 12 long hrs on a uhual you expect NOTHING LESS THAN 4 STAR! I never agree to travel on business with my husband until I know what hotel he will be staying at as part of his contact. So when he said it's a 4 star etc... I said ok cool. We check in the common area it's very nice. I'm feeling excited get to elevator I'm looking very concerned at this point not giving 4 star vibes AT ALL. I get to the room to start my normal hotel disinfecting that I always do regardless if it's 4 or 5 star. I'm noticing how dated this property is. I begin taking pictures so I wouldn't be accused of any these damages. I start cleaning the bathroom I notice the towel rack is about to fall off the wall. Then I'm able to see behind the shower head into the wall, then there is this random hole in the ceiling in the hall I don't know what it was very concerning especially with everything that's going on with these hotels definitely have me uneasy. Closed the curtains and seen the insulation material which should not be (will attach photos for better visual) I then drop something on the floor and the notice the heating register under the sink is sooooo filthy with dust I mean It look it never been cleaned. The carpet is nasty. I didn't want to wake my husband he just drove 12 hrs straight no break to go deal with this plus I'm sure when we arrived there wasn't a manager on site. I checked the bed make sure there weren't any bedbugs or anything. Soon as he woke up he went and spoke with the manager they got us a different room same issue except worst and the manager claimed he checked. The new room had dust on the register above the bed where I have to sleep I'm talking about it was so much you can tell it's been caked on forever. My husband had an appointment so we didn't have time to go address right then, but he did immediately when we came back. He spoke with a manager I waited in the room for a while no one came up. I went back downstairs I spoke with Amber she reached out and whoever she spoke with told her that housekeeping doesn't handle that they have a company that comes out and cleans the vents because the hotel is so big and they clean by floor so I asked her well is there a floor that has recently been cleaned? "Clearly not" She said someone would be up to clean it instead of switching my room again. She was friendly and did what was in her power. Jermaine came he was professional and apologetic for the situation very nice man cleaned the vents on the wall above the bed and the one on the floor near sink. (Hilton need to make simple dusting apart of their cleaning routine that way it's not an accumulation of months of dust, dogs & cats hair and whatever other type of pets people have since it's a pet friendly hotel) and even consider having rooms that aren't for pet. I have serious allergies and this is unacceptable. This property needs a serious renovation and change the rating to match quality of these rooms because this is giving 2...

I have admired the design of this hotel from the hwy for over 20yrs. I often thought about how nice and luxurious a romantic night or a anniversary could be within. I recently had the displeasure of being displaced during the extended citywide power outage. Tired of my sisters couch I decided to treat my family to a mini staycation. Most of the family style hotels were booked but to my surprise the mirrored tower had plenty availability… Hmmm.. Well, I selected my floor and booked 2 rooms. I opted for a digital key but it didn’t work so I had to stop by the front desk. Upon arrival we were greeted quickly and kindly. As I checked in, I noticed my rooms had been separated 4 floors apart. While the attendant rectified the situation, I overheard someone quietly say “I wonder why housekeeping removed the room off the booking”. I was checked into the room anyway.. We were handed a greeting bag with 2 waters a bag of chips and a granola bar as we headed for the elevators. The lobby was like a oversized lounge and the bar area was very crowded. As we passed the cafe area, I noticed a unpleasant smell. I can’t describe it, possibly from lack of deep cleaning or old building age. I didn’t want to think the worst so I overlooked it and proceeded to our rooms. Once we entered the room, it was warm but appeared to be clean modern comfort. I was immediately drawn to our view overlooking the deep blue fountain below. The room seemed to be close enough to what id always imagined. I went to adjust the thermostat and noticed as the air blew at a higher level, the smell from the lower lobby filled the room. I brought Lysol and wipes so I proceeded to do my wipe down and aerosol the room. I had a few unpleasant finds during my sanitization. The carpet was dirty along with the seating and needed a deep cleaning. Dirty lamp shades dirty bathroom shower corners. The shower was extremely narrow with terrible water pressure. Poor drywall work above the toilet. Dirty complimentary lotion, no tissue in box. Low dirty peeling popcorn ceilings, very shabby painting maintenance. The position the air vent blew across the bed left one person ice cold and the other person sweating. The smell flowed with the air so I had to run to Target for gel air fresheners to place around the room. The smell is a ongoing problem as I noticed our second room had a Glade car freshener clipped to the vent. I sat a fresher on the headboard where the air directly hits the bed. As you can see, that’s how far over the other person is denied air. As evening fell, dirty little handprints appeared all over the bottom half of the window. (Camera couldn’t pick it up) Around 2:30-3 am the hall filled with noise from bar patrons and partygoers singing on their journey. We stayed the first night but quickly checked out at the break of day. Our checkout wasn’t as pleasant. The morning attendant seemed to take her time debating on a phone call as the line of people in front of her backed up.. A Hotel price for a...