Hampton Inn & Suites Memphis Germantown

Recent Reviews: 387

• User:Ramsay C

  Trip type: Solo travel

  Great! 5 Star with the friendliest staff I’ve ever experienced and I have travelled for 50 years

  27 Jan 2026

  Great from desk team. Clean rooms and two upscale restaurants within a two minute walk. Quiet and lots of sitting areas in lobby and breakfast area

• User:Jenai T

  Trip type: Family

  Room serviced/cleaned only once during 5 day stay. TV didn’t work, no one to repair/replace.

  04 Jan 2026

  Service issues and lack of response from staff. We understand many hotels clean rooms every other day, but even that did not happen. It’s inconvenient to come back at night only to find there are no cleantowels, no toilet paper, no Kleenex, trash is overflowing, shampoo dispenser empty, coffee not replenished. TV did not work the entire time in my parents room and no one available to repair. Many excuses given (hotel under renovation, “I’m just part time”, “I’m only one here and can’t leave the desk”, it’s the holidays, etc). One staffer mentioned “many guests were unhappy and complaining, but there is nothing we can do.” They didn’t have enough staff to cover during holiday. Manager offered one night refund when my husband complained about the state of the shower (dirty/mold/needs re-caulking). He replied to just please just fix the issue. Issue not fixed and when we requested the refund, the Manager said it was no longer an option. It seems they are not interested in making things right for the guest, or salvaging any future business we may have given them as Hilton members. Unfortunately, we can’t recommend this hotel. Tiffany Thomas, Owner at Hampton Inn & Suites Memphis Germantown, responded to this review Thank you for taking the time to provide such detailed feedback regarding your recent stay. I sincerely apologize for the multiple service and maintenance failures you encountered. What you described—missed housekeeping service, lack of basic in-room amenities, unresolved maintenance issues, and inconsistent communication from staff—is not acceptable and does not reflect the standards we strive to uphold.I am particularly disappointed that the television issue in your parents’ room was not addressed and that concerns regarding cleanliness in the bathroom were not properly resolved after being brought to management’s attention. Additionally, the explanations you were given regarding staffing and renovation activity should never feel like excuses to a guest. Regardless of circumstances, our responsibility is to ensure clear communication, responsiveness, and care.Your comments have been reviewed with our leadership team, and corrective actions are being taken across housekeeping, maintenance, and front desk operations to prevent a recurrence—especially during high-demand or holiday periods. We are also reinforcing service recovery protocols to ensure commitments made to guests are followed through appropriately.I regret that this stay fell so far short of expectations and that we were unable to restore your confidence during your visit. Your loyalty as Hilton Honors members is genuinely valued, and while I understand your disappointment, I do appreciate you bringing these matters to our attention so we can improve.

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• User:nancy b

  Trip type: Family

  Classy and quiet!

  26 Nov 2025

  Free breakfast. Dark comfy lighting. Outdoor pool think closed. Fitness. Snacks Everything u want need nearby. Beautifully Xmas decorated neighborhood. Chinese food nearby and Wendy’s. Very classy! Friendly staff. Would stay again. Tiffany Thomas, Owner at Hampton Inn & Suites Memphis Germantown, responded to this review Hello,Thank you so much for your wonderful feedback! We’re delighted to hear you enjoyed our free breakfast, cozy atmosphere, fitness center, and convenient location. Germantown is especially charming during the holidays, and we’re glad you were able to enjoy the festive decorations and nearby dining options as well.Our team truly appreciates your kind words about their friendliness. We’re thrilled to know you had a classy and comfortable stay, and we would love to welcome you back again in the future!Warm regards,Tiffany ThomasGeneral ManagerHampton Inn & Suites Memphis-Germantown

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• User:Explorer48149272101

  Trip type: Solo travel

  Review - Hampton at Thornwood

  23 Nov 2025

  I want to give special recognition to two employees of Hampton at Thornwood. To sweet Lindsay on the front desk and Shanna in housekeeping. Both ⭐️⭐️⭐️⭐️⭐️Diane M Tiffany Thomas, Owner at Hampton Inn & Suites Memphis Germantown, responded to this review Thank you so much for taking the time to share this wonderful recognition! We’re thrilled to hear that Lindsay at the front desk and Shanna in housekeeping made such a positive impact on your stay. They are both valued members of our team, and I look forward to sharing your ⭐️⭐️⭐️⭐️⭐️ feedback with them.We truly appreciate you choosing to stay with us and hope to welcome you back again soon!Warm regards,Tiffany ThomasGeneral ManagerHampton Inn & Suites Memphis-Germantown

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• User:1Eeyore68

  Trip type: Family

  Never again, moving o. From Hilton

  24 Oct 2025

  Sadly a bad customer service experience all around. We were diamond members last year, fell to gold this year due to illness and not being able to travel as much last year. But we were pushing to get to diamond again before the end of this year, after this visit and a few other not great Hilton stays recently I am moving over to Bonvoy.Did online check-in and picked my room . I understand there is never any guarantees but the room I picked specifically faced away from the road and was on the top floor.At 5 o’clock, I still had not received my digital key, so we went to the hotel and asked about our room. At that point, the man checking us in just said that it was no longer available and gave me a room on the second floor. When I got to the room. I found that instead that we was facing at the main road. I called down to see if we could get moved to a room like I had originally requested and it was there’s nothing available. Day 2I am now waiting in the dining area for hot water, when I went to get water, which I need for my medication, they were completely out. I went to the front desk and they said it should be out in just a few minutes. It has been over 15 minutes and they still have not brought it.There has been no greeting or acknowledgement coming in or out of the hotel.Curtains do not shut all the way so bright light comes in and there is no good way to push them up against the wall unless you place something heavy. Tiffany Thomas, Owner at Hampton Inn & Suites Memphis Germantown, responded to this review Thank you for taking the time to share your experience with us. I’m truly sorry to hear about the multiple issues you encountered during your stay. As a valued Hilton Honors member, your loyalty means a great deal to us, and it’s disappointing to know we fell short of the level of service you have come to expect from Hilton.I apologize for the room assignment issue and the delay in receiving your digital key. While room types are based on availability, we certainly should have communicated more clearly and made every effort to honor your preference. I also regret the inconvenience you experienced waiting for hot water and the challenges with your room’s curtains. These concerns have been shared with our maintenance and front desk teams to ensure they are addressed immediately.Your feedback about our team’s lack of acknowledgment has also been noted. Providing warm, genuine hospitality is the foundation of our service, and I’ll be reviewing this directly with our staff to ensure every guest feels welcomed and appreciated.I sincerely hope you’ll reconsider Hilton in the future and allow us another opportunity to provide you with the high-quality experience you deserve. Please don’t hesitate to reach out to me directly if you would like to discuss your stay further.

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