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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 |
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
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
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.