Holiday Inn & Suites Memphis Southeast-Germantown by IHG

Felt safe here, and the place worked well for a family get-together, a getaway, business, or a romantic stay. Stephanie and Tobria were great at check-in and throughout my visit. It was my first time staying somewhere that used key entry for the elevators, parking area, and stairs. The bar and restaurant felt pleasant and inviting, and there were chips out for game night, a nice hospitality touch. The heated indoor pool and clean fitness area were good too. The pool was down for a few hours but back up four hours later. The deep pool was available, though the kiddie pool was out. If I could give it ten stars, I would.

My biggest issue was the night audit and the charges it put on my account. I ended up with five pending charges: two for $559.55, one for $247, and two for $125, plus a paid charge of $509.55 for the four-night stay. My account went into deficit, and the pending charges were held for seven days. That can be stressful for people traveling. The front desk staff and the security guard from our first night tried to help, but nothing was fixed. I was told my bank would have to write a statement to release the funds, and it was a holiday. I showed staff the new pending charge each day it appeared. In my opinion, that’s not a good practice. I was courteous with the staff, but I’m unhappy with the experience. My mom, son, and I booked four nights at the spur of the moment to be near a family member in hospice care. The staff were nice to deal with. Still, the toilet seat wobbled, the toilet paper holder was hard to reach, especially for older or disabled people, and the towels felt like sandpaper. One day we got no housekeeping, and the next day they only took the trash. They didn’t replace the bathroom bag or the low toilet paper, even though there were three of us. When I asked the front desk for supplies, I felt they tried their best, but they should have access to them when no housekeeping staff are onsite.

Tobria was fabulous, really attentive and helpful. The room was very clean, just what I expected from Holiday Inn since I’ve never had a bad stay with their hotels. The staff were wonderful, and I’d definitely stay here again.

The rooms were great, but the parking behind a fence made the neighborhood feel unsafe. From there, you had to walk all the way around to the front entrance to reach the elevators. Such a bad layout. Most Holiday Inn locations include free breakfast, but this one didn’t. The staff were okay, though not especially helpful. It wasn’t a memorable stay.