Homewood Suites Memphis - Hacks Cross

3583 Hacks Cross Rd | Memphis, TN 38125-8803  [SEE MAP]Memphis, TN  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 4

Good staff, Property showing its age

Jun 20th, 2020

Due to some home renovations I stayed here for several months both before and during the COVID pandemic. The staff members were lovely and I enjoyed getting to know some of them a bit during my stay. The property itself could use a refresh in certain areas but it's still a perfectly good place to stay for the price. Most of the rooms are either 1 bedroom suites or studio suites. These rooms have a king bed and a pull-out sofa that I believe is a double bed. The difference in the two room types is that the 1 BR suites have a door that closes off the bedroom and has separate TVs in the bedroom and den area. The studio suite is basically one large room with a TV that swivels toward either the bed or the sofa. There are a limited number of rooms with 2 king beds so if this is something you're interested in, book early. All rooms have a small kitchen with a full-sized fridge, two electric burners, a microwave and a coffee machine as well as a small kitchen table. As this is not a new property, the suites are a little smaller than some other Homewood Suites I've visited. The kitchen area in my 1 BR suite was so narrow that the dishwasher door could not be opened all the way as it bumped into the fridge. In newer HS properties the dishwasher was moved to the other end of the counter so it was not across from the fridge. The closet setup was a little strange in that the sliding door could not be pushed all the way back out of sight which made it very difficult to reach to the farthest end. If you're only staying for a few days this is likely not an issue but as my closet was completely full, I would have rather the door not even be there. There's also no safe in this hotel which, it seems, is not uncommon for Homewood Suites. The DirecTV package provides 50 channels but amazingly none of them were the ones I prefer to watch including regional Fox Sports affiliates that would show Grizzlies and Predators games (of course those both halted in mid-March anyway). No Animal Planet, no ION television. I occupied two different rooms during my stay and both were showing signs of wear. Cracks in the kitchen floor, air intake vents covered in dust, wallpaper starting to show wear, etc. I know when the pandemic first hit I would see the maintenance team doing work in various rooms but after awhile - perhaps as folks were getting laid off - I did not see them anymore. The cleaning staff generally did a good job though starting mid-March they were no longer allowed to enter our rooms to clean. They could only clean rooms where folks had checked out. We could borrow cleaning equipment from them and were allowed to swap out linens as needed. Laundry is done in-house and I must compliment them on how soft the towels were every week. During my stay Hilton announced a super-duper deep cleaning program that included seals on the door to indicate no one had been in the room since it had been cleaned but by the time I left in late May this had not been implemented at this hotel. Prior to the pandemic a buffet breakfast was offered each morning. It was a joy to see Ms. Betty every day as she kept items fresh. For a brief time into the pandemic pre-packaged items were offered but eventually breakfast was shut down indefinitely. In the evenings (also prior to the pandemic) a light meal was offered Monday - Thursday evenings. Ms. Linda presided over that buffet and always remembered I loved my sweet tea. Alcoholic beverages were complimentary as well. This service was also shut down mid-March and had not resumed when I left. There was a tiny gym - smaller than one of the studio suites. It too was shuttered in mid-March and had not opened when I left, even though gyms in this area were open by then. The guest laundry is on the second floor above the gym. When I first arrived there were two washers and two dryers although one of the dryers was broken. About a month into my stay these were removed in anticipation of newer ones arriving but it was very frustrating that the new ones did not arrive until about two months later. While we were allowed to use the laundry at the Hampton next door, it only had one washer & dryer and the dryer did not work very well. I ended up going to a laundromat. Even after the new machines arrived, one of the dryers did not work, which was frustrating. Parking is free, but unlike other Hilton properties - including the Hampton next door - there were no spaces designated for Hilton Honors Diamond members. Of course during the pandemic this was not an issue at all because there were never more than a handful of cars parked each night. In more normal times, especially on weekends when there's a nearby youth soccer tournament, this would be helpful. Shoutout to the management team of Brandon, Simeon and Michael who worked with me as my checkout date kept getting extended. It was nice to see familiar faces each day during the lockdown. Not being in my house when the pandemic hit was not a fun situation but the folks at Homewood Suites took good care of me and I wouldn't hesitate to go back or have family members stay here. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Worst Hotel I Have Ever Stayed In

Jun 13th, 2020

The man at check-in was delightful. It went downhill from there. Room 208 had trash piled up in the hallway outside upon our arrival. Opened the door and could smell something fishy like old seafood. Counter had a small piece of trash on it. Pepperoni beneath dining table. Dirty mirror in bedroom. Only two towels in the bathroom that were unfolded. Bed looked like it had been made by a 10 year old. HVAC did not work. Prior guest's clothing left in drawers. Bugs in the bathroom. Loud youth who did not appear to be guests played basketball outside the room from check-in until 10pm. Upon making the sofa bed for our kids, located stains and pubic hair on the sheets that had obviously not been washed. Called Simeon at the front desk and complained about all of the above and asked for a new room with working HVAC and clean sheet at the very least. He said there was none available. This is during Covid19 and the place was a ghost town. I asked for new sheets and he said it would be a few hours. (This was close to 10pm). I asked why and he said because they would need to launder our existing sheets. He was impolite and could not care less. We checked out and moved to Home2Suites nearby. I am 47 years old and travel frequently for business and leisure. I started out in Motel 6 and Super 8. This is only the third time I have ever complained about a room. I called Hilton and they refunded the total cost. I never read these reviews beforehand because I thought being a part of Hilton there would be no likelihood of these problems. They need to fire the management at this location and re-brand the hotel to Economy Inn. It was really that bad. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Strangers kept coming to my room

Mar 17th, 2020

While staying at this hotel, we had strangers come to our room claiming to be staying below us staying we were loud. However, after investigation we learned these were lies and still don’t know who they were. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

LAST stay

Mar 16th, 2020

The first day I arrived, the room door was open. I noticed a knob missing from the silver ware drawer. I reported it immediately , maintenance came and said he will order a new unit. Noticed a smell from the sink, rotten food was in the garbage disposal , it was stuck. Room service clean if they felt like it, which was only 4 days of my 13 day stay. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Love hotel

Feb 25th, 2020

The staff is great. Anything we needed they were on time we did not have to wait for anything. You will love this hotel. The housekeeping was on point and the food was great for breakfast. When checking in they were polite and always smiling. TRIPADVISOR.COM USER 

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