Holiday Inn Memphis-University of Memphis

The hotel was spotless, and the staff were wonderful. Special thanks to Milva, who welcomed us at check-in and told us about the hotel's history. She's one of the nicest people you'll meet. I was working in the area, and the location was great, with good restaurants nearby and convenient access to the airport. It's a very unique hotel.

We only stopped for a nap before continuing our trip, but this was one of my worst hotel stays. The front desk was rude when I asked for coffee, and the room only had decaf. They said they didn't have any coffee downstairs, but the restaurant employee was extremely sweet and gave me a cup for free. We also saw a roach, which turned up in the fridge the next morning after hiding overnight. Getting sheets for the pullout couch was a struggle, and they refused to give us a pillow, saying we should have plenty and they had none downstairs. The staff were the rudest I've encountered in hospitality in a long time, and the place was nasty. I've spent a lot of time in hotels growing up, with my mother as an AGM for Hilton properties, and I was a Microtel GM in 2005-2007. This is no way to keep hotel business.

Six of us arrived with confirmations for a work trip after a three-hour drive, only to be told there were no rooms. We'd booked two months earlier and received no cancellation notice. Staff couldn't explain why our rooms had been given away and simply told us to try another hotel, even as other groups and walk-ins were getting rooms without a problem. The counter staff had no answers. I also tried the sales director, whose voicemail box was full, and the convention director promised to call but never did. Holiday Inn's overbooking was horrible business. Do better.

The location was the only good part for me. This is an old, dated property that needs a major overhaul, and the rooms look nothing like the photos. Mine was dark, the ceiling was cracked, and I could hear water running overhead. It didn't feel fresh at all, and I wouldn't come back or recommend it. The front desk staff were friendly, parking onsite was free, and there was no complimentary breakfast.