Home2 Suites by Hilton Memphis East Germantown

I've been staying here about a month, and the fire alarm has gone off 6-7 times. Twice it went off at 7am and kept going for 30 minutes, so I sat in my car in 35-degree weather. The hotel never explained what was happening or sent an email or text. The second-shift woman at the front desk has an attitude whenever you talk to her, like she hates her job. I was only asking for towels, and she was mean the whole time, including when she checked me in. The pull-out bed had crumbs and pistachios in it, the hall carpets are filthy, and I found crumbs and a beer cap in the silverware drawer. The WiFi never works, the cleaning staff are extremely loud, and the walls are so thin.

The room we chose, number 400, wasn't clean when we arrived, even though we came after our selected arrival time. The desk clerk didn't listen and downgraded us to a smaller room. They also wouldn't have housekeeping make up the sofa bed, and I had to ask for its linens three separate times. The pool was closed, and breakfast had very little food available. The security guard was the nicest person we met. Overall, the stay was disappointing.

We spent three weeks here while my husband worked, and the front desk staff made it feel like we were staying with family. Natalie, Tessa, Tyler, Dallas, and Darrell were all so nice. Ms Lalita was especially sweet and became my daughter's favorite. Everyone even gave her a birthday present while we were there. Teon runs the place well and often checked in with us about our stay. She was caring and accommodating, and another favorite of my daughter's. We had a room that worked perfectly for my husband, my daughter, and me, with a pull-out bed for her. We enjoyed the pool, used the well-equipped gym and laundry room, and ate at the restaurant on the Hilton side, where the food was good and the staff nice. Breakfast was consistent each morning, with the usual options and a few better ones like real fried eggs or omelets. The area is convenient for good food and shopping. Thank you all for making us feel at home!

I walked in without high expectations, but the quality of the rooms and amenities really surprised me. There's plenty of parking, and it's easy to reach from Poplar. I'd definitely stay here again.