Embassy Suites by Hilton Memphis East Germantown Area

The location is great, and the other room we were moved to was okay. The front desk guy was friendly, as was the maintenance man and the omelette cook. But the first room had several problems I initially overlooked. The bathroom and bed were dirty, the refrigerator didn't work, and the water at the sinks wouldn't get hot. I was told the sink in the room doesn't get hot. The tub also had no hot water, so after a tiring day I put off bathing the girls until morning. I made up the sleeper sofa for them, then watched TV from the bed. When I pulled the covers back to go to sleep, I saw black specks all over it. They offered another room the next morning, so we slept on the sofa. I asked the maintenance guy to come see the issues so they wouldn't think I was making anything up. After our Friday to Sunday stay, I asked to speak to the Assistant GM. They said he'd be in Monday and to call back. I called, got sent to voicemail, and still hadn't heard back a week later. I gave the room a 2 because the other room was okay, and service a 2 because of the friendly staff I mentioned.

Ericka at the front desk was rude and arrogant, and shouldn't be dealing with guests. I was in too much of a hurry to leave the other day to make a bigger issue of it. She needs to be let go or coached on how to treat guests properly. Then I got a standard response that meant absolutely nothing.

The door to my room didn't always close and latch, so make sure your room is secure. The back door leading to the parking lot had damaged, sharp edges that could easily cut someone. Overall building maintenance was a joke. The desk worker had an attitude when I asked for something for my infant. I called for extra blankets for the sofa bed, but never got a blanket or a callback. The sofa bed blankets smelled disgusting, and the playpen they brought for my baby was the most ragged, stained one I've ever seen. I was scared to even handle it and had to wash my hands twice. A total letdown after I'd been bragging about my stays at the Embassy in Tulsa and Norman.

Our room was lovely, and the hotel sits in a safe spot with plenty of restaurants nearby. The breakfast was okay, though the guests seemed mostly to be business and FedEx travelers. We travel a lot, and I've never seen a staff where every employee seemed so unhappy to be there. The person driving around as security was a joke. It also wasn't very dog friendly.