TownePlace Suites by Marriott Memphis Cordova

Sharon at the front desk was personable, which was the one pleasant part of this stay. The elevator wasn’t working for the trip up, so after an 8.5 hour drive I had to carry two 50 lbs bags up four flights of stairs with a bad back and shoulder. The next morning, the hotel lost power, leaving only a few breakfast items available, and we had to shower in the dark. Power came back the following day, but the elevators still weren’t working. Breakfast then was ham and egg sandwiches, hot outside and cold inside. You’d think the Marriot name would mean something, but not here.

On Sunday, December 28, I bought groceries and prepared food for my gluten allergy, then put it in the in-room refrigerator. When I got back from work around 5:30 PM on Monday, December 29, the fridge had been rearranged and several items were gone. Nobody had permission to handle my food. I had to throw it all away because it had been touched and I have a serious allergy. I reported it to the front desk right away and spoke with the manager, Lederick, at about 9:00 AM the next morning. He was dismissive and unprofessional. He didn’t apologize, said, “Well I guess I have to ask maintenance to interrogate your door,” then walked away when I explained the allergy and the food I had to discard. The poor response led me to contact my corporate office. They immediately moved me to another hotel and have since banned this property from our company booking site. After checking out, I called the next morning for an update. Lederick said, “I have to read through 20 pages and I’ll call you back.” It has now been 9 days. I’ve called three times and each time I’m told he’s already left for the day or his voicemail box is full. He has never called me back. I’ve filed a formal complaint with headquarters. The lack of accountability and communication, along with the disregard for guest health and safety, makes this a hotel I strongly recommend avoiding.

This is a nice, newer hotel in a quiet, safe spot, and the location is excellent, near the interstate, stores, and restaurants. The rooms are nice and the beds comfortable. There’s a full size fridge, kitchenette and stovetop, plus new laundry machines that work well. Ice makers and water bottle fill stations alternate by floor. Staff are friendly, and the housekeepers are pleasant, though they can be hard to find. The property is understaffed, which shows in hit-and-miss front desk service, whether in person or by phone, and slow replies in the Bonvoy app. There was no toner for the business center printer. Breakfast wasn’t great, though that seems to be an issue with most Marriott's these past few years. It’s a good hotel in a great location, but the staffing needs work, and Marriott needs to improve breakfast.

A filtered water refill station was a nice surprise, and it’s handy having a proper freezer on a long trip over several days. We could refreeze our cooler packs. Dogs are welcome too.