Rated 3 out of 5 by Morris7 Totally Unsatisfied
We stayed at this hotel because of the location next to the FedEx Forum. Big Mistake! Check In is a 3 p.m. and we arrived at 5 p.m. Upon arrival the hotel staff, whom was very rude, informed us that our room was not ready because it was being cleaned. Apparently a basketball team had stayed the previous night and they didn't leave until after checkout time. My family and other families had to wait in the lobby until our rooms were ready. Keep in thought that the game started at 7 p.m. and we didn't get into our rooms until 7 p.m.! We drove for 4 hours to get to Memphis and then had to sit for more to wait on our room! Then the hotel clerk was rude, I cannot remember her name but I will be reporting her again! I talked to a supervisor and he said he would "try" to give us a discount on our rooms because we had 3 rooms. I learned the next morning that we could not receive a discount and that the staff should have offered us free breakfast or something! I am totally disgusted and disappointed with this hotel! My family, friends, and I will definitely not be staying here again!
December 30, 2013
Rated 2 out of 5 by TJZALA Someone needs to manage by walking around.
I have always thought that the Starwood hotels are a cut above and I still do. However, someone needs to visit the Westin in Memphis. The following is a list of less than "Starwood Standards."
1. I was not greeted by my name nor was I thanked for being a starwood menber at the time of my check in.
2. When we got into the room the lavatory back-up the first time it was used. The engineering department arrived shortly and cleared the backup; however it still did not function properly the rest of our visit. There was only one package of coffee in the room. Housekeeping did bring more coffee, however in the morning we discovered there was no sweetener or creamer. I had to leave the room and go to the restaurant to receive both.
3. I had also told the front desk that the trash can next to the elevators on our floor was overflowing. The whole time we stayed there, the trash can was never emptied.
The air unit did not function properly which we didn't discover until in the middle of the night.
All of this was told to the front desk staff at our time of checkout and the manager on duty did apologize and offer to give me some extra Starwood points. However I feel that almost everything that was not up to Starwood standards coud have been caught by someone just walking around the property and checking up behind housekeeping and the engineering department.
I say all of this because I would want someone to tell me the same thing about my company if they had a bad experience.
June 3, 2013
Rated 4 out of 5 by FunkyElvis Exceeded my expectations
I stayed at another Westin on the East Coast last summer where my reservations and room type got very screwed up. Needless to say, my expectations were low for staying at another Westin.
What a surprise.
The entire staff, especially Amanda at the front desk who ran off driving directions to several places of interest in Memphis for us and let me try out a Gibson ES 175 from their high end display case in the lobby--the Gibson factory across the street--was amazing. The room was perfect overlooking Beale and we even got a really nice breakfast complete with omelet station and a complimentary Wall Street Journal and USA Today. And the location is perfect. I have stayed at a much more expensive hotel up the street before and would prefer the Beale Westin to it -- never thought I would say that.
There were some minor distractions -- a nut was missing from the fancy ice bucket in our room and the same room service tray stayed in the hallway the whole time during our overnight stay.
I would gladly trade off these imperfections for the location and perks.
December 28, 2013
Rated 2 out of 5 Hotel needs to revisit customer needs & expectations
The hotel room when we arrived was very nice. But the next morning, we found no cream/sugar for the coffee, and when we went to call room service about this, we found the phone had no dial tone.
The shower floor was very white and gritty, and did not drain properly, holding a great deal of water when showering.
Upon checkout, our credit card was given a $100 hold for "incidentals" - when I called 2 days later to see when it would be lifted I was told it would be between 5-7 days. When I asked why, I was told "I don't know" - Rule one of customer service - NEVER say "I don't know".
I expected much more from a hotel of the caliber.
November 12, 2012
Rated 2 out of 5 by gday323 With other choices, why choose this one?
I'll start at pulling up to the hotel - they really wanted you to valet your car. I mean really. That was the only parking they had. No drop zone or anything. I expected to pay for parking. I have stayed in downtown Memphis many times. But I prefer to save $10 or so and park around the corner myself. Secondly, check-in was a nightmare. They had one person checking in the non-rewards members and one checking in the rewards member (singular). We waited in line for probably 20-30 minutes waiting to get checked in while the other staff member walked away after checking in the rewards member. I requested a refrigerator in my room the day before check-in, and they said that it would be in my room. It was not. I called about it, and they said it would be right up. It was not. They called me back to check if I had gotten it, which was nice, and I told them that I had not. They appologized and said it would be right up. I got a call about an hour later, and they said they had run out of refrigerators. They offered me the use of their staff refrigerator, which I guess is nice in a weird "walk through the restaurant kitchen to get to the bathroom" sort of way. I declined, and they said I could clear out the minibar fridge and use it. That was fine (though it had no freezer, which I needed), but then I got charged for items removed. I got the charges removed after telling the front desk clerk what happened and being asked if "I was sure I didn't eat or drink anything". Yes I am sure. And if I was lying, why would I fess up then? After 10 unnecessary minutes, I was on my way. The room was fine. Big orange stain in the middle of the floor and on the wall. But other than that, it was clean. There is a comperable hotel around the corner which is always clean and comfortable, so next time I'll stay there.
October 2, 2012
Rated 5 out of 5 by mckscooter little things
I was expecting, given the climate down there, that a pool would have part of the facility but there wasn't one. No big deal.
In my room which was on the whole wonderful, I did note that some mould in the grout behind the vanity along the edge of the wall.
Also some things you might want to address, the toilet in that room seems to take its time filling up and the wall bracket for the shower handles is broken. Given the quality of the rest of the hotel, I would have thought that once seen by staff, it would have been fixed but it remained broken for my entire stay. Other that that I really enjoyed the beds, slept like a baby!
June 29, 2013
Rated 3 out of 5 by John609 Okay Westin
The room was large, nice and clean. what I would expect for the rate being charged.
The gift shop was practically non-existent. I needed shaving cream and the gift center lacked nearly everything. Needs improvement.
Several people were stuck on the elevator because the front desk didn't indicate your key was required to operate it. I gave my wife both keys to proceed me to the room while I had to leave the hotel to go look for shaving cream. Information should provided as a courtesy.
Also, I couldn't get an early check in. That would have been very helpful.
November 24, 2013
Rated 3 out of 5 by Brad78 Good but not Great....
Ok let me start out by saying that this was an overall nice visit. This hotel is nice and in great location if you are catching a concert or going to Beale St. However as I travel for my job and have a lot of experience in hotels I will say that this hotel would cost probably 75.00 less a night if it was located in a different area. First the good...the room was standard and what I expected from a hotel in this price range...comfortable bed, nice furniture and TV...etc...The bathroom was EXCELLENT and maybe the deciding factor if I come back or not. The hot water was always there and enough water pressure....there is a seperate glass shower and tub with multiple shower nozzles...The hotel staff were friendly and accomodating for the most part. Now the bad....The first thing I noticed was that I was under the impression that this room had a refrigerator which is something I always look for because I don't like always eating out when I am traveling...this room only had a refrigerator for purchased items and when I tried to take them out to make room for my stuff I ended up getting charged 180.00 extra dollars on my bill because everything in there is on pressure plates and you automatically get charged when you remove an item...To the credit of the hotel staff I was able to get these charges removed from my bill and they even brought me a refrigerator for my room. The ac/heater for this room was not up to my specs as no matter what temp I set it I would not feel comfortable for hours later and when I turned the heater on it filled the room with a burining electrical odor. Another problem I had was that the hotel staff was just not there late at night...I don't know what the hotel policy is but when I tried to call down both nights at around midnight-2AM to make wakeup calls I never got an answer and had to use my phone alarm. Also, they put guests next to us with 2 dogs that barked continually for hours our second night..I called from the room and was assured they would fix the problem but after I heard no change had to go down to the front desk myself. Let me be clear...in a situation like that I am only worried about my own comfort and could care less if the other guest gets "in trouble" or whatever else. The whole time I was assured that the guest beside me was breaking hotel policy by leaving the dogs in the room unatteneded and that they were trying to reach them to fix the problem but in my mind it seemed they were focusing on the other guest and the fact they broke the rules more than making me feel I was valued...I would have appreicated to have been moved to another floor (my entire floor sounded like a kennel from the time you got off the elevator!!!)
I can't say if I will stay here again or not...I checked yes earlier and I did have an overall good experience but for the price of this hotel per night I would expect a perfect visit with no problems at all!
June 10, 2013
Rated 3 out of 5 by Guest925 Nice but missing some things
The beds are wonderful but after watching hotel impossible I was more aware of some flaws to this hotel. First as I walked in the room the ottoman was an old mismatched piece that was worn pretty bad. The floor had the little plastic things from the price tag on new clothing along with a left over piece of someone's meal. There were places with quite a bit of dust and the bed sheets and comforter were worn and had hair and other stains. The shelf in the corner of the shower was broken. The staff was pleasant and helpful but my bill came with a 7.00 charge for M&Ms that I didn't eat. The staff was good to take that off my bill. The location and the bed were the positives for this hotel.
October 24, 2013
Rated 5 out of 5 by discoinferno99 Excellent Stay
Stayed at this property earlier this week and had an excellent stay. No problem with an early check-in and we were given a warm welcome from the staff on duty.
We were informed that we had been upgraded to a suite as a Platinum member. This was actually a Westin Workout suite, so we had a full treadmill in the room which was excellent and really convenient.
Breakfast was very nice and the food well presented. No problem with a late check-out, although we didn't require it.
Location was fantastic and great for tourists like ourselves spending some time in Memphis.
Overall, definitely recommended and we would stay again.
March 30, 2013
Rated 2 out of 5 by WOW3 Less than expected!
Selected this hotel as it was the closest in proximity to the event I was attending at the Fed Ex Forum. That was clearly the only benefit of this hotel. I travel frequently and was extremely disappointed in this hotel selection. For the price? $$$$$ It did not live up to expectations. There are NO amenities included at all. My family and I ate in the hotel dinning area twice for the convenience, slow service and under average food at a high cost. I should have known as it was empty. I should have done my research prior to booking this hotel. In addition we encountered three very noisy holiday parties above our hotel room the first night of our stay. When I called the front desk to complain, I asked to speak to a manager who would not get on the phone, and I heard him in the background making negative comments about my call. Poor customer service....steer clear of this hotel. Only positive was the bed!
December 16, 2013
Rated 4 out of 5 by KateNate Top Choice for Memphis
Really glad we chose this hotel for our stay in Memphis. We were in town for a Red Hot Chili Peppers concert at the Fed Ex Forum which is just steps from the Westin and is only a block off of Beale St. We weren't allowed to get to our room until 2 hrs after check-in time, which was frustrating seeing how we had to be ready for the specific show time that evening. However, we were offered a $20 credit which we used for cocktails at the Bleu restaurant downstairs while we waited. The room was clean & comfortable, the Starwood line has my FAVORITE furnishings & bedding. I'm glad we found this hotel, we will definitely be staying here again next time we visit Memphis!
April 16, 2012
Rated 1 out of 5 by memphisblues1227 Hotel service lacking
I made a reservation on November 5, 2013 for the night of December 27, 2013. I paid the normal rate of $199.00, booked with my credit card. Received the email confirmations stating check in time is 3:00pm and check out time is 12:00 pm. All this is great.
We arrive at The Westin Memphis Beale Street at 5:15pm. My husband valet parks our truck while I check-in. I’m told our room isn’t ready, it hasn’t been cleaned. We will call you when it’s ready and brushed off. My husband returns from the valet and he speaks to a young man named Bradford, who apologizes, and offers a $30 bar credit.
Our plans were to clean up, we had both worked all day, and head to Beale Street, grab a bite to eat before our concert starts at 7pm. These plans are now impossible because we can’t get to our room to get freshened up and change.
We decide to use the credit to split a burger and a cup of soup in the bar; yes we have a few drinks. Our tab is $65, outrageous. So now we owe $35, we give our server the card Bradford has given us, he gives it to his supervisor. Now the supervisor seems confused on how to handle this since I actually don’t have a room in the Westin. Remember I haven’t checked in. He makes it seem like it’s our problem. I am finally notified that our room is ready. It’s 6:40 pm and we can’t leave the bar or this supervisor since he can’t figure out how to honor the $30 credit, we’ve already paid him the $35 when we were handed the bill. Finally 10 minutes later we are able to head to our room. Remember we have 7pm concert tickets. We are rushed to get ready and head to the concert and are late getting there.
Our room is clean, but doesn’t have any wash cloths; I don’t have the time to call about that.
We get ready to leave the next morning at 10:15 we call the valet to have our truck ready. We have a room overlooking the front entrance and can see the valet area. We decide to wait at our window and when we see our truck we’ll head down. We wait and wait. It’s now 10:40 and the maid is knocking on our door to clean the room. I thought check out was 12 noon. We wait 5 more minutes and my husband calls back down to the valet. He is told by a young woman named Nicole, your truck is waiting out front. We can clearly see it isn’t, and go on down anyway. The truck isn’t waiting and when my husband asks to speak to Nicole she’s on a phone call and can’t (won’t) speak with him. Finally at 11:00 our truck shows up.
I realize this was a busy weekend for your hotel, but I knew there was a concert and a University of Memphis Basketball game, so I’m quite sure your staff did also. Our family averages about 3 nights a month in hotels each year. I have to say this was the worst hotel service experience our family has ever had. We have stayed at other Starwood properties and I know this is not how they treat their guests.
December 30, 2013
Rated 2 out of 5 by CurtJ Should be better
Valet was more interested in having a conversation with his friend than pulling forward so I could get my car off the street.
Only one person working check-ins when there was a line.
Room preference was not honored despite status and a hotel that was no-where near capacity.
Charged me twice for internet access for one day, when it should have been complimentary.
Other than that its a normal Westin.
December 12, 2013
Rated 2 out of 5 by TDC60 Unresponsive to Inquiry
Overall the property meets expectations. However, if your travel karma is sliding sideways as mine did on a recent trip you may not want expect help from management. They simply do not respond to phone calls or emails.
Background: Had two reservations booked at this property for the same dates. One I and neglected to cancel (my fault) and this was the one I was checked in under. The other reservation was booked for me on points by a relative and this is the one I had intended to check in under. When I discovered this (post check-out) I contacted the hotel to see what my options might be. Initially I sent two emails and documentation to the property. (Both came back as undeliverable).
1.Credit my account and move the stay over the reservation booked on points?
2. Credit points back to the spg member and retain the charge and reservation I checked in under?
Called the property on 12/17 for assistance. I was assured I would receive a call back in 48 hours, No call back. I called again at the 72 hour mark and was assured I would receive a call back. No call back. I called spg corporate on 12/20 who sent an internal email requesting that I be called back. No call back. I called again the following day 12/21 was told I would receive a call back. No call back. Still seeking (re)solution.
That is where things remain. In sum although the rooms are fine, I will not return to or recommend this property to others as attention detail when it comes to customer care does not seem to be of concern. Sometimes when things go a little wrong its the true test.
December 26, 2013
Rated 5 out of 5 by Stegen Great hotel close to the FedEx Forum
We stayed at the Westin to attend the Grizzlies/Lakers game & it was great! We just walked across the street into the Forum -no parking issues, etc. The room was very nice & clean - especially liked the separate tub & shower.
December 19, 2013
Rated 5 out of 5 by Ramon371 Enjoyable Stay!
So I must say this was my first time staying in Memphis and I was unsure where I should stay, not knowing the area well at all. I ended up choosing the Westin which was in the heart of downtown right by Beale Street and the FedEx forum. I was very surprised on how convenient the location was to all the great areas! The staff was very friendly and answered all my questions without hesitation! From the front desk to their own restaurant Bleu, everyone I came in contact with was just genuinely pleasant to be around which is a breathe of fresh air from some of the places I have stayed in the past. This will definitely be my destination the next time I am in the area. Keep up the great work Westin!
September 28, 2013
Rated 5 out of 5 by ccstot Great Location
The hotel was in the perfect location to Beale Street and the Fed Ex Forum. The staff was friendly and helpful with all my questions and, while I don't have my room made up everyday, they were attentive to any need I had. The bathroom was spacious and the hotel and room was clean. The only thing I wish was that the Starbucks had an access within the hotel rather than going outside and around the corner given the rain/cold. It wasn't far but it would be nice. The price was a little high but given the extremely close location to Beale, the Forum and other sites it is within walking distance to I didn't mind.
January 15, 2013
Rated 3 out of 5 by Andrew333 Great location!
A great location directly behind Beale St. And across the street from the FedEx Forum. Rooms are beginning to get a little tired, however the lobby area is a great place to meet with friends and enjoy the bar before going to the game across the street.
The restaurant is good for breakfast, however the room service has room for improvement. Tried dessert twice, on two different occasions and it was horrible.
Check in desk staff remembered me and my Starwood status upon the third check in over the course of a month....good touch.
Need a code for Internet...get a few upon check-in as inevitably it will go out on you and you'll have to call for another if you don't get upon check in.
May 4, 2013
Rated 1 out of 5 by Daniel99 Ruined my vacation
Check-in time for the hotel was 3:00. When we arrived we could not check-in because the rooms were not ready. My wife needed to pump b/c she is currently breastfeeding our child. We asked for a private space so she could do that. We were just told to go into the public bathroom, which was disgusting and had diarreah all over the toilet. So we had to sneak into an unused conference room. While my wife was pumping, a man walked in on us. He was trying to find a private space where his pregnant wife could change. We had to leave the hotel to go to our event before we were ever allowed to check in. We received a call at 6:35, three and half hours after check-in, that our room was ready.
March 25, 2013
Rated 5 out of 5 by IlliniRichard Excellent Stay Including Small Dog Friendliness
My wife and I chose this Westin due to their reputation, location to Beale and their small dog friendliness. ALL staff displayed excellent southern hospitality. One of a few that do not have per night dog fee...only a deposit. Their gift shop even had Heavenly dog beds for sale! Beds were great, rooms had closet with robes and safe, bathroom very large with ind. shower. Clean rooms/hotel. Self parking(pay @ check-in $18) next door saves a little $$ w/in & out priviledges. They even have beautiful Gibson guitars and amp to use free in rooms! Disappointed with Wi-Fi charge & room fridge stocked full of hotel drinks/snacks($$$). We would have preferred stocking it with our refreshments.
September 3, 2012
Rated 2 out of 5 by Larry7 Clean House
Hotel staff was one of the poorest trained and most unfriendly I have ever seen, top to bottom. No concierge was ever there all weekend, rooms not ready , Our adjoining rooms we waited till 5:30 to get ,were given to others, The fire alarm went off at 4;30 am and we were forced to go down 8 floors by stairs to the street, but only a few floors, not all,were evacuated due to some sort of false alarm. The staff lied about everything they did and the maid started pounding on doors at 8 a.m. every morning just to ask if you wanted your room cleaned but would not do them till afternoon or after check in time. They tried everything to make it a terrible time for us. Will never stay here again.
July 22, 2013
Rated 1 out of 5 by Steamer88 Memphis Hotel a black mark on Westin Brand
Booked a 12 day business trip at the Westin Memphis. Worst mistake of my life. Nofified staff after just 2 nights of my depature, requesting the GM provide me his manager's name and number, 10 days later still waiting. I Later learned my colleague threatened to leave after 1 night weeks earlier and only stayed b/c she was given a suite for our 12 day stay. Cancelled dinner plans with local colleauges due to hotel management .
June 21, 2013
Rated 2 out of 5 by Rico Bad
This Westin needs help. Checked in, needed a late check out, was told OK at check in. 9AM next day, bang on the door - "checking out today?" (Yes, late check out) 11AM, bang on door " Checking out today?" (Yes, late check out) Phone call - "You can't stay late, we have the room sold." Horrendous experience. Called down to get car - wrong car brought up - 25 more minute wait. ON TOP of the banging doors starting at 7am (i guess getting the housekeeper door stops to avoid slamming doors is recommendation i have given in previous stays got filed under 'T' for trash.) Sadly, not up to Westin standards.
March 26, 2013
Rated 3 out of 5 by Conwest777 This hotel should get 3 stars, not 4
We recently spent two nights at this hotel..Always love the heavenly bed & shower but was disappointed that we didn't get new amenities the second day...we had to make do with leftovers from the previous day. Overall, the lobby is beautiful but the upstairs guest areas are not 4star to us. When the elevator door opened and the sign said Starwood preferred, i wondered what the other floors looked like. The room felt "dingy". I'm not sure if the carpet was worn or just dirty but it was not comfortable to walk on. If there is a pool we were not informed of its existence.This was one of 5 starwood hotels we stayed in during these last 10 days and the only 4 star, but the most disappointing.
May 27, 2012
Rated 2 out of 5 by lakelady43 Only good feature was close to Beale St
1st time at this Westin for 4 days. Close to Beale St. Found problems after check in. AC drain was plugged and overflowed on carpet - carpet very wet. Called front desk to inform - had to call twice within 2 hrs. Maint. finally arrived. Never fixed until next day, then maint. put in a large fan to dry. Housekeeping never did vacuum room for 4 days. Valet was called for car - was slow. Upon checkout, called valet for car & luggage. Waited over 30 min. & never came. Had to load luggage ourselves & wait for car. Front desk friendly but did not follow up on problems. However, we were offered another room if carpet did not dry enough, which they in turn said it did. Will not stay here again.
June 13, 2012
Rated 2 out of 5 by Bizzle314 delayed check in
As much as I was looking forward to staying at Westin Memphis I was disappointed. Check in time is at 3pm my room was not available until 6pm. The staff offered a 20 dollar voucher which was a good effort but didn't compensate for my time lost. Upon entry of the room it smelled of a heavy cleanser smell that burned my eyes and the room looked as though they did a rush job cleaning it. I was really upset that nothing more was done about my room delay. I tried to get a late check out and was told they done have that available. Maybe I should have asked for a LATE check in. Bad first impression!!!!!!
April 15, 2013
Rated 5 out of 5 by Tlam Wonderful experience
I recently stayed at the Westin Beale for the BSMF. My companion and I arrived early from Atlanta via plane to rain and unseasonably cool weather. The staff was gracious and friendly and the good customer service was punctuated by Amanda upgrading us to a suite after our room was not ready by our scheduled check in time. The great location and the beautiful facility added to our wonderful Westin experience.
May 7, 2013
Rated 5 out of 5 by roadster2005 Outstanding hotel
I stayed at the Westin Beale St Memphis on April 23rd and 24th. The hotel was amazing...the room was massive and very tastefully appointed, and the service was excellent. I was especially pleased with the front desk staff, who were able to upgrade my room, but also always there to help out and respond to questions. The entire experience was 5 stars...one of the best stays at a hotel I have ever had. Thanks.
April 27, 2013
Rated 5 out of 5 by Deb6 Perfect downtown location
1st time visiting Memphis, wanted a convenient location. Staff was very friendly and extremely helpful with my requests. The room was spacious and quiet. Bathroom was quite large as compared to other places I have stayed. Overall a good experience!
December 8, 2013