Kimberly Jaggard
Mar 2026
★★★★★
Dear Westin at Beale Street, Memphis, TN,
I make it a point to leave positive reviews when warranted, as I believe in acknowledging commendable service. However, I feel compelled to express my disappointment regarding my recent one-night stay at your establishment.
To begin on a positive note, the location was ideal for my first NBA game, and the hotel itself was visually appealing. The staff at the front desk were pleasant, as were the bartenders during my visit.
Nevertheless, several issues during my stay were unacceptable. As a Gold Member of Marriott, I have experienced higher levels of service in the past, though my travel for work has decreased recently. My late husband was a devoted Marriott member, achieving the highest status prior to his passing.
Regrettably, I must state that I will never stay at this Westin again. I called earlier that day to request an early check-in and was assured that the staff would do their best to accommodate me. However, upon arrival around 3:15 PM, I was informed that our room would not be ready until 4:00 or 4:30 PM. While I attempted to remain understanding, this was inconvenient as we wanted to attend the arena for the team practice. After leaving our luggage and dining, we returned only to learn that our room would not be available until 5:00 PM.
I was then told that there were six guests ahead of me, and unfortunately, my loyalty as a Marriott member seemed to bear little weight. As time progressed to around 5:20 PM, I was informed again that there were still six people ahead of me, despite fewer guests occupying the now-crowded lobby. At this point, we were forced to open our suitcase in the lobby. Just as we were about to request our luggage back, I received a call at 5:45 PM informing me that our room was finally ready. We had little time to settle in before heading across the street for the game.
I would like to emphasize that this situation appears to be a recurring issue during NBA game events. It is unfair to place your front desk team in such a challenging position without adequate support. Transparency regarding this problem would be beneficial for all involved. Additionally, the staff lack the necessary tools to manage the chaotic check-in process effectively; my contact information was simply noted on a blank piece of paper.
Furthermore, it seems impractical to schedule only one bartender to serve the increasing number of guests waiting for their rooms. This created a frustrating situation for many families, who found themselves purchasing snacks from the hotel store for their children. Offering complimentary beverages or snacks would have been a simple yet effective gesture.
Lastly, upon entering our room, it was evident that insufficient cleaning staff were on duty, as the room did not appear to be ready given the short turnaround time required.
While I understand that challenges can arise, it is clear that this has become the norm at your hotel. Families were left waiting in an inadequately equipped lobby, and the Westin missed an opportunity to transform this waiting period into a positive experience. With ample time to prepare for such events, better planning could have alleviated many of these issues.
I recognize that I am just one voice among many, but I hope that Marriott prioritizes customer care for all guests, regardless of their loyalty status.
Despite the Westin on Beale Street's attempts to hinder my first NBA experience, our team won—Go Spurs!
Sincerely,
A Very Disappointed Marriott Member
