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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 |
Horrible Everything was bad the parking lot was dark no lighting to find the front office to walk in it felt unsafe the entry was door service with intercom and no lights very scary the room was dirty the tub had hair and the sink had hair with dirt strings and there was a cockroach in the bathroom the next morning the bed sheets were stained and gross
Business response:
Tara, please accept our apologies for your unpleasant experience during your visit. As the cleanliness of our hotel is a key priority, we are very sorry your room fell short of your expectations. We have checklists in place to inspect every suite after it has been serviced. We will revisit our deep cleaning program so that we can provide a much better experience in the future. Your concern regarding the lights of the parking lot will be shared with the appropriate team so they can make the necessary changes to improve our gu... read more
Old, dated, smokey, smelly, dirty, but in a nice neighborhood
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 was told breakfast was served from 6:30a-9:30a. I went down at 7:30a to eat breakfast. All they had was instant oatmeal, grits and granola bars. No waffle iron to make waffles, no orange juice, no apple juice, nothing...I went to the front desk to get cups to get coffee. I was told that they were out of cups and the lady at the front desk asked me why did I come down so late. I’m like lady is just 7:30am. She then said she would call around to some of the rooms to see if any of the guest had some extra cups. I just left an... read more
Business response:
Jane, thank you for your review and for choosing to stay at our hotel. We are sorry for the service issues you faced while you were here and that you were disappointed with our breakfast offerings. Based on your feedback, we are working with our food and beverage team to address your concerns and identify where we can make improvements. We hope you will reconsider and stay with us again so that we can provide you with the type of service that makes you appreciate staying with us. Sincerely, Hotel Management
It has roaches and spiders . My lock was not working
Business response:
Thank you for being our guest. You are correct to expect a comfortable and clean environment when staying with us. Although we regularly treat, to uphold our company's high standards, we have contacted our pest control provider to address the issue as quickly as possible. Thank you for bringing this to our attention. We work hard to make our guests happy, and we failed in this case. It is never our intention to disappoint you in any way, and we hope you will give us a chance to redeem ourselves in the future. Sincerely, Hote... read more
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
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 2,095 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.