Springhill Suites Memphis East / Galleria

After reserving a king room more than a month ahead, we arrived to find there were no kings left. The key cards didn’t work reliably either. We got no housekeeping, so we had to ask for extra towels and other things. They said supplies were limited while I could see a cart loaded with clean, folded towels and linens. The free breakfast was picked over and never replenished. I could go on. I’ve been a loyal Marriott customer for nearly 20 years, and this hotel was a disappointment for the franchise. I absolutely wouldn’t recommend it.

We arrived around 8 pm with a confirmed reservation, but were told the hotel had no rooms. They offered us another Marriott family hotel that was under construction and full of dust. The next night, we were moved back to the original hotel, where we found a live bed bug in the sheets. The bathroom was infested with mold. We were transferred to another room without compensation or consideration. We never received a credit or points for the awful experience and inconvenience.

The lounge looks nice, but the rooms were filthy. The carpets and walls were dirty, and the room smelled damp. In the bathroom, the walls were musty, soft, and falling apart under the paint. The carpet needs replacing, and the couch belongs back in whatever alley it came from. Probably the worst Springhill I’ve stayed in.

The staff were nice, and they canceled our second night when we decided to leave early, which we appreciated. We’d booked two nights, but this didn’t feel up to Springhill Suites standards. The outside looked like a Howard Johnson, Red Roof Inn, or Motel 6, and the room seemed below standard as soon as we walked in. After getting our luggage from the car, we found the electronic locks on the exterior doors didn’t work. When I told the lobby staff, they said, “ooh yeah, they don't work”!? Breakfast was disappointing too.