Courtyard by Marriott Memphis East/Galleria

The sheets were dirty and stained, and the bathroom had no towels or toilet paper. There was no TV remote when I arrived. The desk found one, but the TV turned out to be broken. I asked to move rooms and was told none were available, then to come back at 8 AM. I did, but they still couldn’t give me another room. At check-in the staff were rude, arguing with the guest ahead of me because he hadn’t greeted them. Not a good stay, especially since I’m here multiple times a week.

The location is near the interstate and grocery shopping, but this is nowhere near Germantown or its luxury shopping and class of company. I’m now waiting for my bill to be corrected. Some staff were nice enough, but others seemed lazy or didn’t know what they were doing, including at the front desk, housekeeping, and maintenance. I looked at six rooms trying to find one that was reasonably accommodating. Five of the six felt muggy and smelled of mildew, and their HVAC vents were caked with dust, dirt, and grime. I’m certain they don’t use or change the filters. The carpet looked newer, but the shoddy installation left it dingy and frayed. There was black mold throughout the bathtub caulk, and the stained, damaged shower needs resurfacing. I had to shower while standing on a towel. In every room, the wallpaper behind the toilet had a four-foot stain that looked like partly cleaned vomit or chunky sewage leaking through the walls. They also didn’t vacuum well, leaving old bugs partly buried in dust bunnies in the bathroom and beside the bed. This is barely an upgrade from a Motel 6.

The stay itself wasn’t all that bad, aside from hearing other people say there were roaches. We had no cable or WiFi, even though WiFi was supposed to be free, and the bathroom flooded when we showered. At checkout, I raised my concerns and staff said they might add points for the inconvenience. I never got any points or anything. Afterward, the service and billing became the worst hotel experience of my life. My bill showed a checkout date of 9.4.2025, though I actually left on 9.2.25. I’d prepaid through a third party, but the hotel charged the entire four-day stay to my personal card held for incidentals, so they got paid twice. The “GM” was supposed to call since 9.4.2025, but by 9.23.25 nobody had reached out. Even after the billing issue was fixed, my money was never returned. I still haven’t received my refund, so they were basically paid twice for the room. I called corporate, and they hung up on me twice before saying nothing could be done. I called the hotel every day and got no response. I’ll never stay here again if they can’t even return a customer’s call to resolve this after I did everything they claimed I needed to do to get my refund. Be careful paying upfront, they may charge you again and ignore the whole issue.

The room was fine, and check-in and checkout went fine too. The bistro service was slow, though. In the evening it took five minutes just to get someone's attention for a beer. At breakfast, I waited 20 minutes after ordering before they told me they were only just starting on my eggs. There were just me and a couple of guys there. If you stay, give yourself at least 30 extra minutes for breakfast. I don't blame the staff, they’re clearly understaffed.