The Westin Memphis Beale Street

Close to the arena

It wasn’t cleaned properly

Dear Westin at Beale Street, Memphis, TN, I make it a point to leave positive reviews when warranted, as I believe in acknowledging commendable service. However, I feel compelled to express my disappointment regarding my recent one-night stay at your establishment. To begin on a positive note, the location was ideal for my first NBA game, and the hotel itself was visually appealing. The staff at the front desk were pleasant, as were the bartenders during my visit. Nevertheless, several issues during my stay were unacceptable. As a Gold Member of Marriott, I have experienced higher levels of service in the past, though my travel for work has decreased recently. My late husband was a devoted Marriott member, achieving the highest status prior to his passing. Regrettably, I must state that I will never stay at this Westin again. I called earlier that day to request an early check-in and was assured that the staff would do their best to accommodate me. However, upon arrival around 3:15 PM, I was informed that our room would not be ready until 4:00 or 4:30 PM. While I attempted to remain understanding, this was inconvenient as we wanted to attend the arena for the team practice. After leaving our luggage and dining, we returned only to learn that our room would not be available until 5:00 PM. I was then told that there were six guests ahead of me, and unfortunately, my loyalty as a Marriott member seemed to bear little weight. As time progressed to around 5:20 PM, I was informed again that there were still six people ahead of me, despite fewer guests occupying the now-crowded lobby. At this point, we were forced to open our suitcase in the lobby. Just as we were about to request our luggage back, I received a call at 5:45 PM informing me that our room was finally ready. We had little time to settle in before heading across the street for the game. I would like to emphasize that this situation appears to be a recurring issue during NBA game events. It is unfair to place your front desk team in such a challenging position without adequate support. Transparency regarding this problem would be beneficial for all involved. Additionally, the staff lack the necessary tools to manage the chaotic check-in process effectively; my contact information was simply noted on a blank piece of paper. Furthermore, it seems impractical to schedule only one bartender to serve the increasing number of guests waiting for their rooms. This created a frustrating situation for many families, who found themselves purchasing snacks from the hotel store for their children. Offering complimentary beverages or snacks would have been a simple yet effective gesture. Lastly, upon entering our room, it was evident that insufficient cleaning staff were on duty, as the room did not appear to be ready given the short turnaround time required. While I understand that challenges can arise, it is clear that this has become the norm at your hotel. Families were left waiting in an inadequately equipped lobby, and the Westin missed an opportunity to transform this waiting period into a positive experience. With ample time to prepare for such events, better planning could have alleviated many of these issues. I recognize that I am just one voice among many, but I hope that Marriott prioritizes customer care for all guests, regardless of their loyalty status. Despite the Westin on Beale Street's attempts to hinder my first NBA experience, our team won—Go Spurs! OH - thanks for the 500 points! Sincerely, A Very Disappointed Marriott Member

So close to the FedEx Arena

NA

The bed was very comfortable.

We arrived a half hour after the 4 pm check-in time and were told our room was not ready and they didn’t know when it would be ready. That’s when I noticed about 75-100 people in the same boat milling around the lobby because they had given a “special” group permission to stay until 4 pm. They allowed this special group to checkout late, didn’t hire extra staff to clean the rooms asap and knew that 40 rooms paid for by customers would never be ready on time. We finally entered our room at 7:15pm. No compensation, not even a drink or food voucher. Meanwhile the hotel was racking in the money from the bar and restaurant because we were all stranded there. We had to cancel our dinner reservations because we couldn’t get ready nor did we have a chance to rest before dinner. Instead we split a hot dog at the bar. When we did get to a room it was not handicapped accessible as we had requested. “Maybe tomorrow we’ll have an ADA room they said. We wanted to get you in a room asap”….3 hrs and 15 min later. We had come from a Springhills Marriott and expected the Westin to be a step above. It wasn’t. Our room is so small I had trouble finding a spot to put the luggage rack to open my suitcase. The special bedding they talk about consisted of a coverlet that was covered in pulled strings and a quilt so heavy that I won’t be using it. This is the first negative review I’ve written in my long life and they deserve every word. I feel very little regard for us as travelers. Most regard for their pocketbook.

Without a doubt this is the best place to stay for an event at the Fed Ex Center. We had awesome service from the start with valet parking by Ifram and check in with Adi. Our room was quiet and very clean with nice amenities. Not always the case near Beale Street. We will definitely stay here again.

The rooms were nice. Bathroom was spacious!

The heat didn’t work. The $200 incidental fee.

Very convenient to event venue , property very nice