Holiday Inn Express Hotel & Suites Memphis Southwind by IHG

I gave this place another try after seeing recent Google reviews about a renovation. I stopped staying here years ago because everything was so outdated, and this visit showed that upkeep matters just as much as renovations. There were small flies in the bathroom as soon as I walked in, so I had to plug the drains with tissue. Turning on the heater filled the room with a strong dusty smell, and I left the door open for quite a while to air it out. The sofa and stool were so stained and dirty I couldn't bring myself to sit on them. One of the two semi-blinds on the window was missing or broken and still hadn't been replaced. A renovation doesn't mean much if cleaning and maintenance stay this poor. If this continues, the hotel will soon have its old reputation back. The owners need to address these operational failures with the management team and make major improvements.

We booked for four, expecting two people to use a standard sofa bed, but our room had only a narrow, short chaise lounge. There wasn't even a sofa, let alone the bed we reserved and paid for. When I asked for linens and a pillow, they were out of pillows. The response from staff was dismissive and unhelpful. They said the hotel was full and that I could "call Kaden on Monday." It was Friday. Apparently there was no support until then. Between the missing sofa bed and the poor customer service, the stay didn't meet expectations. I wouldn't come back.

My first stay was fantastic, and coming back to holiday Inn express felt like coming home. The team made us feel comfortable again, with the same great service and employees who were kind and upbeat whenever I ran into them. I especially appreciated the hot breakfast and coffee. The amenities were top-notch, too. It's rare to find a place that keeps up this level of quality, and I'm already looking forward to another visit.

For the price, I've got no complaints. The rooms were clean, staff friendly, and there was a mini fridge and microwave. Breakfast was decent, though the pancake maker was out of order. The internet was down, and I think the TVs could use an update. 🔥🔥🔥🔥🔥