Staybridge Suites Memphis East Cordova by IHG

The most dirtiest hotel I EVER stayed at. I had to change my room 3 times because of the mold in the tub. Only for the first room to be the best, because after that? The rooms got worse. Mold in tub, mold on pillow cases, dirt on the bottom of the toilet. Dookie floating at the bottom of the toilet . Animal hair was over the comforters, & I was told animals weren’t allowed (only to see one walking around the hotel later) I could go on… & on… it was gross… i had to spend $200 at Walmart for cleaning supplies, pillows, sheets, & etc!

I experienced the worst front desk agent EVER. He was rude and unprofessional from beginning to end. When you Google the hotel and it pops up, there is a website attached (as well as phone number, address, etc) I booked my room on the website provided which was Choice Hotels whom this specific hotel falls under. I booked the Presidential suite for 3 occupants. 2 adults and 1 child. The night I arrived to check in, the clerk was immediately rude and unprofessional. I was not greeted. I in fact greeted him who did not smile or anything in return. He got my card and id and asked very bluntly “how many people” I said 3. He said “ONLY 2” With a puzzled look on my face I said I’ve already booked the room for 3 occupants. He cut me off shaking his head and said “ONLY 2” I began to say I already booked for 3 occupants, it’s on the confirmation, the site I believe had a maximum of 4, etc. the clerk cut me off, did not care to hear what I had to say and then pointed down to my 7 yr old daughter and said if I want 3 I have to pay $10. I went on to say I was not paying an additional $10 when I’ve already booked for 3 and was within the hotel’s policy. The clerk was being rude, trying to take advantage of me in the situation so I called the cops for a mediator. Of course the officer arrives and could not do much. The clerk changed his story 3 times. He told me that I would have to pay $10. He told my boyfriend that I was basically overreacting and immediately called the cops making the situation worse and that the room had a leak and wasn’t serviceable, and he told the hotel security who got involved that I was trying to have 7-8 people in the room. A room I hadn’t even officially checked into better yet step foot in. Everyone who tried to talk to him to resolve the issue was carelessly shut down. The clerk told us to take it up with the site we booked through. My boyfriend called Choice Hotels and spoke with the customer relations agent who said that it had to be resolved at the hotel. She called the hotel clerk and explained to us that she too got off the phone because he “started talking weird and being rude”. She informed us that they don’t take/receive any money and informed us that the hotel clerk had actually ran my card and charged it for the room…the same room I hadn’t even officially checked into. The hotel security saw me upset and saw police and asked what was going on. I told him and he was not surprised at all to hear the clerk was giving me issues. He tried to resolve the issue and was also shut down. He was shocked to hear that I was dealing with all of this yet hadn’t even stepped a foot into the room. The hotel clerk refused to resolve the issue and at this point he was refusing to give a refund. I was frustrated with the runaround I was being given. He told me to contact Choice Hotels. Choice Hotels said they couldn’t do anything and it had to be resolved at the hotel. The police officer explaining he couldn’t step in. Finally the security got the building manager involved. He gave a phone call and explained what was going on. The building manager called the clerk and told him to refund me my money. You would think that would be the last of it but the clerk still wasn’t done being rude and unprofessional and escalating the situation. When I went in to get my refund, the clerk said “cancellation 24 hours” I said sir the manager said you were to give me my refund, that’s what I’m here for. He went on to continue saying “cancellations need to be 24 hours before check in” I replied with you were instructed to give a refund, im here for my refund. The clerk got defensive and started saying “you don’t tell me what I do. I’m doing this because I’m being nice to you! You don’t tell me what I do” At this point the police officer tells the clerk that he needs to keep it professional. The clerk continues angrily where I respond “sir I don’t need you to say anything else to me, just give me the refund” When he was finished I asked for my receipt which he printed and then started up again saying “You not come to this hotel ever again. You not welcome” I said sir I don’t need you to tell me where I’m not welcome when you aren’t the manager but I definitely will NEVER step foot here again and I will be putting in a bad review” he handed me my receipt with an attitude and I went on my way. I thanked the police officer for being patient and just having a presence and I thanked the hotel security for intervening and ultimately helping me resolve the issue. THIS WAS THE WORST EXPERIENCE. I came from a different state, several miles from home, and had to deal with such a rude person who took my money, tried take advantage of me and ultimately I had to find LAST MINUTE LODGING for my family. His attitude was so unprofessional and he was so rude with not only me but the other people coming to check in. He talked as if he was in charge and really didn’t even care to take orders from the actual hotel manager. It was BAD BUSINESS altogether and the worst experience. Needless to say, had we actually be able to check in, we would’ve been charged an additional $100 deposit fee that is held for 5-7 days which other guests checking in had complained about. I should’ve looked at the reviews prior to booking because there are several with them same complaints as mine. My daughter even pointed out a dead bee in the lobby area in front of the front desk which I also saw in the reviews and I hadn’t even stepped a foot in the room to see it’s condition!

Staff was rude at check in, room have a bad musty smell. Shower, walls and bathroom door had mold, sink was clogged, roaches inside cabinets… Outside they advertised hot breakfast but the really had pre-pack danish, bananas and color water instead of juice… find a better place to stay!

The room was nice. It was hot when I first checked in

Good location

I got a suit and was dirty shower, Qtips left there, grease makes , on room broken and old furniture plus smell of humidity, sink have a leaking faucet

There were several discrepancies at check in. The clerk at the counter was VERY RUDE to my daughter. We didn’t even check in due to that.

Has unfinished work,not the cleanest & I left my Daughter’s by mistake & they didn’t return them! Aldo jacuzzi has caution ⚠️ tape off,like a crime scene! And your really paying for the location!

Checked in late, slept great. I was woken up with a ROACH crawling on me. I tried going to the front desk and she proceeded with talking on a personal phone. She looked at me crazy. Took my info and no one contacted me. I’m dissatisfied.

Clerk took a good 5 minutes finishing his meal before helping me and the two people behind me. Room never got below 74, very noisy in the hallways, throw up in the trash cans by the elevator. They will hold $100 on your card, it is 7 days later and they still are holding it...I have called 4 times today and never get an answer.