I have been wanting to write a review of our last experience at the Doubletree in Memphis and this warning is long over due. There is nothing wrong with this hotel itself, if you can get a room. The key word here is GET A ROOM. The following is our story with this hotel and the reason why we will not return and will warn others about the potential problem they may encounter.
In August 2011, we booked 2 rooms at the Doubletree Memphis and prepaid them with advanced purchase for September 2011. On that date we arrived at approx. 6 pm to check in and enjoy Beale St. To our surprise we were told that there were no rooms available as they had over booked. Ok, no problem we thought as that is a normal practice in the hospitality industry and expected to be "walked up" to another hotel. We were shocked at what happened next.
The front desk person told us that the only hotel they could send us to was a Holiday Inn near Memphis airport. I was floored!!! I have been to Memphis several times and realise that it is not the safest city in the USA especially around the airport. The whole reason for our trip was to tour Beale St hence the reason we picked a hotel downtown. Now the Doubletree wanted to send us to a low class hotel in a bad part of town and a $35 cab ride each way to where we wanted to go.
This was unacceptable! The front desk person then "found" 2 rooms if we didn't mind smoking rooms. After driving 16 hours from Canada to Memphis I would have slept in the lobby and we agreed. A room is better than no room. We were given room keys and headed to the room. When we entered we were floored! The rooms were occupied. They had given us keys to someone's room and if we were of poor moral character we could have robbed them blind.
We returned to the front desk, told them about the rooms being already occupied and said we wanted a refund as we would not be staying the night. We were informed that we could not get a refund as we prepaid for the room with the advanced purchase option. "Excuse me?" The hotel was not prepared to give us a refund because it was prepaid. That's when I lost it and my wife had to take over the negotiations to get a letter stating that we will be rembursed for our deposit.
While she was waiting for this letter to be typed up on their letter head (They tried to hand write it on a scrap of paper) the other front desk person continued to check people in. When my wife asked how can she be checking people in if there were no rooms, she calmly replied that those were smoking rooms. My wife asked why couldn't we have one of those rooms and the reply was "Oh were you not offered thme?" My wife had just escorted the 3 of us out because our tempers were raging and did not want to fuel the fire with that news.
After 2 and a half hours we finally got a letter stating we will be getting our deposit back and left.
After writing a letter to Hilton with no responce, writing numerous letters to the Doubletree about our trouble there and wanting our deposit back, we did receive a cheque 5 weeks after our fiasco.
Although we did eventually did receive our deposit back we can not recommend this hotel to anyone. We have stayed there previous to this stay and it was nice, but after knowing they will give you a room key to an occupied room I will not chance being that occupant. Stay here at your own risk!!!
- Official Description (provided by the hotel):
- Situated in the heart of Downtown Memphis entertainment district. DoubleTree by Hilton Memphis Downtown has the harmonious blending of modern and historic styles and offers guests the comforts of home as well as the excitement of the Memphis Downtown scene. ... more less
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- Also Known As:
- Doubletree By Hilton Memphis Downtown Hotel Memphis
- Doubletree Memphis
- Memphis Doubletree