Comfort Inn & Suites Airport - American Way

We booked six rooms at Comfort Inn & Suites, 4225 American Way, Memphis, TN, because it was only five minutes from our venue. Two group members had made separate reservations for one room each, booked per adult. While we were already on the way, one of them got a call saying there was a problem and we’d been moved to another Comfort Inn & Suites at 2700 I-55 Service Rd, Marion, AR 72364. Nobody contacted me directly. He had to call several times before they finally gave him the new address. We’d been told the replacement hotel was about 15 minutes from the venue. Without traffic, it was closer to 30, which left our whole group rushing and stressed about getting to our event on time. The original booking had been so close. At the new hotel, the lobby was hot and uncomfortable because there was no air conditioning. We were already behind, so we hurried to our room to change. The bathroom was visibly dirty, including the tub and toilet, and the room smelled unpleasant and felt unsanitary. The area around the property also didn’t feel safe or welcoming, and I honestly wasn’t comfortable staying the night. I’m posting this under the original location because that’s where we booked. The place we were sent to appears as permanently closed on Google, so I can’t review it there. That only added to the confusion. Between the lack of notice, difficulty getting the new address, inaccurate distance estimate, poor cleanliness and uncomfortable atmosphere, this was a major disappointment. There was nothing comfortable about the experience, and I expected much better.

The night and day shift staff were both very professional, and the rooms were clean. The WiFi worked well enough for what I needed. I’d been a little upset over a glitch with one of the employees, but his humility really impressed me. He even showed me how to stay calm and professional with a customer. Five stars for the people.

I arrived with a reservation, but there wasn’t a room for me. They sent me to another hotel, so I had to spend extra on Uber. I was told a room would be waiting there, but they still didn’t give me one when I arrived. The woman at the front desk didn’t pay attention to my situation or offer help. I don’t recommend this place.

For this area, I was surprised by how quiet and decent the hotel was. My family felt safe and comfortable, and we had a good stay overall. Breakfast was being put out as we came down at the last minute, and the guy brought out fresh food for us even though he didn’t have to. That was really nice, and we’ll definitely stay again. There were some letdowns: although it was listed as non-smoking, there were cigarette holes in everything. The pool and hot tub were closed for the weekend, and nobody told us at check-in even though we had kids with us. Please fix the pool and hot tub!