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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 |
Unsatisfied Stop coffee at 9 AM😖 refused to make more and food didn't have working phones
Business response:
Sean, thank you for being our guest. We are sorry you weren’t able to take advantage of our breakfast offerings. This is definitely not the kind of experience we would like our guests to leave with and your feedback has been discussed with the concerned team to find out what went wrong. Please give us another opportunity to provide you with a better experience on your next stay. Sincerely, Hotel Management
Old worn out and smelled of stale cigarettes... terrible condition
Business response:
Thank you for being our guest. We know that a fresh, clean hotel sets the tone for a wonderful stay, and we regret this was not your experience. Our hotel is committed to ensuring cleanliness to all of our guests, and we are concerned that this did not occur. Please accept our apologies, and we hope you will give us another chance to provide you with a better experience. Sincerely, Hotel Management
Ci sono camere con cani che abbaiano, perchè lasciati soli dai padroni. C'è odore di cibo in corridoio, perchè chi fa lunghe permanenze cucina o riscalda cibi in camera. Abbiamo dormito 2 notti e non hanno mai pulito. Non esiste breakfast room, ma un triste contenitore nella hall con poche scelte di cibo e bevande, comunque da consumare in camera. Peraltro, quando noi siamo andati, i cibi erano finiti e li abbiamo dovuto richiedere. Lavatrice, asciugatrice e detersivo solo a pagamento. C'è possibilità di cucinare in camera, ... read more
Business response:
Thank you for sharing detailed feedback about your experience. Service and accommodations are the foundation for a comfortable experience, but we are disheartened to learn we fell short in doing so. We offer our sincerest apologies for the difficulties you experienced which impacted your stay. We have a lot to learn from your comments and we assure you significant improvements going ahead. Please consider giving us another chance so we can make your next trip a pleasant one. Sincerely, Hotel Management
We cancelled our reservation after getting to the room and finding masses of bed bugs running across the bed and massive colonies down the corner of the mattress
Business response:
Dear Valued Guest, Thank you for bringing this to our attention. We take these matters very seriously and will take the necessary actions to ensure this is properly addressed. Sincerely, Hotel Management
It took about 30 minutes for us to check in because they had a "new" person working the front desk that evening. The hotel stated in the lobby that they are a "smoke" free hotel but there were burn holes on the bed covering. We had no toilet paper in the bathroom. This was a horrible experience
Business response:
Thank you for taking the time to review our hotel. We apologize that your non-smoking room had a smoke odor. We have asked our housekeeping staff to do deep clean of your room. Also, our in-room amenities and other articles such as toiletries are available and complimentary at the front desk. We hope you will give us another chance to provide a better experience on your next visit. Sincerely, Hotel Management
Room smell bad & they need to clean everything.................................
Business response:
Thank you for evaluating your stay with us. Please accept our apologies for the cleanliness and odor issues you encountered while you were here. We have asked our housekeeping staff to make sure this room receives a deep clean to remove the smell. Also, our front desk is staffed 24 hours a day so we would have been happy to move you to another room if you had alerted us. We hope you will give us an opportunity to redeem ourselves in the future. Sincerely, Hotel Management
We had already paid for our room and they overbooked and gave the room away. No rooms available in hotel. While we were at the hotel, the Police had to come to and search the hotel because it smelled like marijuana. Hotel was not clean. Very disappointing. The Manager tried hard to fix the situation but she was clearly very embarrassed. We politely left without causing a problem; but I would not recommend this hotel to anyone staying in Memphis; until they get their problems resolved.
Business response:
Dear Mark, thank you for reaching out to us with your review. We are so sorry our hotel was overbooked and unable to accommodate you. We offer no excuses for this mix-up, and we apologize for the unfortunate overall situation you observed. We understand the frustration and truly hope you will offer us another opportunity to serve you. Thank you. Sincerely, Hotel Management
Property is worn down. Found bug on dirty rug in room this morning. went to grab & go Coffee breakfast & there were no cups & Nobody at desk to help. A cleaning girl got me a cup not the right one but a cup. Seems very understaffed at desk. Poor girl last night was being abused by a customer for no reason & nobody had her back We are leaving to go to another property
Business response:
We are disheartened to read your review. Please accept our sincere apology for the problems you encountered. You deserved a comfortable and stress-free stay, and we did not live up to your expectations. Our team's first priority is making sure that every guest has a comfortable and relaxing stay, and this time we really missed the mark. Your feedback has been shared with every department involved. We hope you will give us an opportunity to restore your confidence in us on a future visit. Sincerely, Hotel Management
I was aghast at how unclean and unkept this place was. Especially in the nice area its in. I would of left immediately if I could of gotten a room close by with another hotel.
Business response:
Thank you for evaluating your stay with us. We apologize for the cleanliness issues you encountered while you were here. This is not the level of service we generally provide, and it certainly does not meet our standards. Please be assured that we have discussed your concerns with our housekeeping team, and we’re working with them to reiterate the importance of our daily checklists to make sure this isn't repeated. We would like to regain your trust and hope you will give us that opportunity in the future. Sincerely, Hotel ... read more
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.