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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 |
Disappointing I stay here because my heat went out. I chose this area because it wasn't far from home. When we arrive there was no one at the front desk then a lady appeared 2 help us that smell of one marijuana. She gave us a key to a room where the bed was not made. The second room was okay but not tidy the floor surface needed vacuum and mopping the microwave was dirty we woke up the next morning and ants were on the kitchen counter.
Business response:
Thank you for taking the time to write a review of your stay. We take these matters very seriously and appreciate you bringing this to our attention. We will take the necessary actions to ensure these issues are properly addressed. Hotel Management
Very convenient This is an excellent location. All they need is a major cleanup( disinfect, deodorizer, sweep, vacuum, clean towels.
Business response:
Thank you for your candid feedback. Although you liked our location, we sincerely apologize for the service and cleanliness issues you encountered during your visit. We have room inspection processes in place, and we are working with our Head of Housekeeping to see where we dropped the ball. It's our goal to provide an excellent customer experience and we hope you will give us another opportunity to prove this to you on your next visit. Sincerely, Hotel Management
Not worth the trip I booked a junior suite for three people, which was supposed to include two double beds and a sleeper sofa, but the room only had two double beds and a low-rise wing-back chair pushed into the corner between the bed and one of the walls. The general condition of the stairwells and parking lot was dirty. The room was OK. I didn't go anywhere else.
Business response:
Thank you for you feedback. Please accept my apology for not meeting your expectations and for the inconvenience you had. We hope you will consider us again the next time you are in this area. Sincerely, General Manager
Bed had hair in it and the carpet was filthy he room had obviously not been cleaned - I would say the bed was made w/o the sheets being washed
Business response:
Thank you for your review. Our team strives to ensure an exceptional experience for all our guests, and we are so sorry for the housekeeping issues you encountered during your stay. I have shared your feedback with my team to ensure no future guest experiences the same. We hope you will give us another opportunity to show you our hospitality and to prove we truly value your patronage. Sincerely, General Manager
Excellent Hotel. I would recommend this hotel as long as your room is not 100 feet from an entrance or exit What is technically a smoke free building, my room 122 was the first room West of the lobby. Everyone, exiting the building to smoke would do so within 25+ feet of the main lobby entrance which means everyone who smoked outside, I could smell them from my closed room. I ended up turning off the ac unit which helped but I could still smell smoke from those who chose to a few feet from my closed room window. An example... read more
Business response:
George, we're sorry for the inconvenience you experienced due to the smoke smell. We are a non-smoking hotel, yet we do provide designated smoking areas for guests outside the building. Your feedback is important to us as we make every effort to accommodate the needs of all our guests. We hope to have the chance to make it up to you on a future visit. Sincerely, General Manager
Horrible and dirty This hotel was one of the only extended stays in Memphis that had a room available for the nights I needed. Extremely disappointed I spent over $600 to find bugs in my room on my bed and on the walls, and when I asked the guy at the front desk to switch my rooms the second one had bugs as well. The staff was helpful and tried to accommodate my needs but they need to do better in cleaning the rooms.
Business response:
You are absolutely correct to expect a clean, well-maintained property as your home away from home, and we sincerely apologize for failing to provide that for you. We are taking steps to ensure every detail from the first impression at check-in to final check-out will focus on impeccable attention to detail in all areas of our property. We deeply regret the inconvenience caused, and please give us another chance to provide you with a better experience. Sincerely, General Manager
Business response:
On behalf of our entire team, please accept our apologies for not living up to your expectations. Although we make every effort to be perfect, but sometimes we fall short. We truly regret the inconvenience caused during your stay, and please consider coming back so we can provide you with the superior hospitality you deserve. Sincerely, General Manager
Ac didn't work, bathroom light didn't work, unable to get in touch with anyone from the front desk
Business response:
We were 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. We assure you that what you experienced is not acceptable, and we will take immediate action to identify why we failed so we can prevent these issues from occurring again. Sincerely, General Manager
Night manager Frank Let's be clear he did Apologize but he tried to come in my room because it was a computer error stating that the room was empty but it scared the life out of me
Business response:
Dena, I regret that the issue you experienced resulted in your disappointment. I have shared your feedback with the staff member you mentioned and steps have already been taken to prevent these mistakes from being repeated in the future. We hope you will consider this as isolated and return as we would love to replace this experience with a more positive memory! Sincerely, General Manager
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.