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Extended Stay America - Memphis - Germantown West
- Hotels
- Memphis, TN
About this business
Location details
6325 North Quail Hollow Road, Memphis, TN, 38120, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Hotels.com lied, charged more upon arrival Hotels.com assured me that I was booking a pet friendly room for $200 for 2 nights and I even added a special request that I had one dog with me. I was assured that the hotel would review my request and email me if there were any problems. Upon arrival to the hotel it took me 35 minutes to check in because I was not booked in a pet friendly room and the hotel had no idea of my special request. I was then charged an additional $76 which is utterly ridiculous considering I thought I w... read more
Business response:
Jeffrey, thank you for the feedback. We are sorry for the reservation issue you encountered due to the third-party website. Please get in touch with them regarding the refund. It is never our intention to disappoint you in any way, and we hope you will give us a chance to host you in the future. Sincerely, Hotel Management
Handicapped accessible room... I booked and paid for a room that was handicapped accessible, with 2 beds for me and my elderly father. I got there and was told I had two rooms, one handicapped and one regular. The staff was very nice and polite, however there was no explanation as to why my reservation was changed and why I was not contacted. I ended up with the handicapped room with a cot that I wouldn’t be charged for. Dang right you are t charging me for a cot when I clearly booked and paid for a room with 2 beds. The fro... read more
Business response:
Thank you for being our guest. We sincerely apologize for the reservation issue you encountered at the time of check-in and other difficulties you had when staying here. Your feedback has been shared with the appropriate team s to ensure we step up our game and deliver better service moving forward. Please consider staying with us again so we can provide you with a better experience. Sincerely, Hotel Management
Nothing was Unique !! House Keeping was not provided at all !!! I will not stay at an EXTENDED STAY America ever again,
Business response:
William, we are disappointed to see that we did not live up to our typical standards, and we are truly sorry your stay was not to your expectation. Kindly note our housekeeping is done weekly to respect the privacy of our guests. We hope you will consider giving us another chance to prove we are up to the task of delivering excellent service and accommodations. Sincerely, Hotel Management
Reservations were not able to be verified for a whole hour. This was already prepaid yet it was not able to be confirmed by the facility. I was asked to pay again to ensure payment had been received. I refused. Staff is very respectful and understanding and asked if I'd wait for management to verify third-party booking. At this point I was frustrated and very tired. I was allowed to go ahead and check in after an hour and a half while management handled the situation. Thankful!
The first thing I noticed was the awful smell. When I arrived I asked to use the lobby bathroom after my long drive, there was none. I was given a key to my "first" room to use the restroom. My "first' room was extremely smelly, so I asked for a new one. I was given a second room and it too was smelly, but it wasn't as bad as the first one, so I stayed. After the check-in the guest were told the water would be off for an undetermined amount of time. I left because I didn't want to be without a restroom. I called the hotel se... read more
Business response:
Thank you for being our guest. We are sorry for the odor issues you encountered in both of your rooms and regret the disappointment you had with our housekeeping policy was not explained to you upon arrival. To respect the privacy of our guests staying for long periods of time, our housekeeping service is conducted on a weekly basis, although we are always happy to provide you this service at your request for a minimal fee. Also, your feedback in regard to the grab-and-go breakfast offerings has been shared with our brand le... read more
The first room smelled bad and TV not working. Changed us to another room, again it smelled bad with heavy smoking odor. Unable to sleep well through the night. No real breakfast. Just muffins.
Business response:
We are truly sorry for the issues you experienced in both of your rooms and regret the inconvenience it caused. We have shared your feedback with the housekeeping and maintenance team to review and rectify these issues immediately. Also, your feedback in regard to the grab-and-go breakfast offerings has been shared with our brand leaders to determine new choices. We are very sorry and hope you will consider staying with us again so that we can make it up to you. Sincerely, Hotel Management
Pitaful Pitaful
Business response:
We would like to offer our sincere apologies for not living up to your expectations. Although we make every effort to be perfect, sometimes we fall short. We will be reviewing our guidelines to provide a better experience for every guest entering our doors. We truly regret the inconvenience caused, and please give us another chance to make it up to you on your next visit to our area. Sincerely, Hotel Management
It just wasn’t what I expected. I’ve been to the same hotel in different cities and it was in better condition.
Business response:
Thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations, so please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management
I made and prepaid for a suit with two queen beds and a pull out sofa. When we arrived I was told that our room was given away. We were forced to not only split up but we were put on two different floors. I had a daughter and two sons that i was forced to choose who would be with me and who would be in the other room. My 8 and 11 year old boys were on another floor by themselves. i did NOT rest well. I kept going down to check on them. This made the entire stay miserable. The staff were great and did their best to no avail t... read more
Business response:
Thank you for staying with us and sharing your review. We are terribly sorry about the issues you experienced with your reservation, and even more so that we did not appropriately correct the situation. Your comments have been discussed with the team, and we are reviewing our procedures so this does not happen again. We appreciate you letting us know about this, and we truly hope you will give us another chance to make this up to you and demonstrate excellent hospitality from our team. Sincerely, Hotel Management
Frequently asked questions about Extended Stay America - Memphis - Germantown West
How is Extended Stay America - Memphis - Germantown West rated?
Extended Stay America - Memphis - Germantown West has a 3.6 star rating with 1,999 reviews.
When is Extended Stay America - Memphis - Germantown West open?
Extended Stay America - Memphis - Germantown West is open now. It will close tomorrow at 12:00 a.m.