This hotel has the potential to be a very nice property, but a few of the staff members and their lack of knowledge and simply "caring" ruin it for this place. The hotel has been redone very nicely since it was the Garden inn by Wyndham. The public areas and rooms were great. We had a OUTSTANDING experience with booking our group with the Sales Department of this hotel. I felt like we were working with a 5 star hotel's sales team. Anthony and Janae are the best in Memphis! Everything was smooth sailing except for when it came to the following:
1) The hotel front desk / Management gave away our pre reserved handicapped double room - the only one in the hotel which was reserved in a group contract 2 months in advance. Explination from management - "someone else needed the room".
2) The shuttle service / drivers are RUDE, demanding, impatient, and cater to select individuals of their choice. They definitely do not know how to work with seniors. Also, times posted for the shuttle are not consistent. Do not make plans / reservations based on their posted schedule, because the drivers do their own thing. We had 10 30 brunch reservations at the Peabody and relied on a 10 am shuttle start time on Sunday. The driver stated he was not ready to go because he just got to work at 10 am and had to do his "tasks" of restocking the beverages before we could go. The front desk agent got upset with me for contacting the sales director about this complaint and commented "no need to get all upset and call everyone, we could have fixed this". WOW!!!
We also had some problems including ac not working, tv not working, no fridges in some rooms, and the elevators were always broken.
On a more positive note, I would like to compliment the following :
1) Housekeeping was great - very clean rooms and common areas. They also cleaned the pool area and public areas often.
2) Melissa at the front desk went ABOVE and BEYOND to help me with our concerns at check in. She is great! She should really be a manager or trainer for customer service at this hotel - she knows what she is doing!!!
3) Again, I cannot say nice enough things about the Sales Director and team.
It is shame that some of the staff here ruins it for the hotel. Management needs to be on top of this!
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