We were excited to stay here because of the Graceland connection, but the experience fell far below what you’d expect for a four star hotel.
Check-in was uncomfortable. The reception team couldn’t find our booking and were ready to turn us away without any effort to help. Only when they realised they hadn’t checked the pre check-in list did the attitude change. As soon as payment was taken, we suddenly got the overly enthusiastic welcome speech. It felt insincere and performative considering how we had been spoken to moments before.
The hotel itself feels tired. For a hotel that isn’t even nine years old, it looks twenty. Hallways are scuffed from housekeeping trolleys. The lobby chairs are faded. Our room carpet was grubby, the bedding didn’t properly cover the duvet underneath, which is uncomfortable given how many guests share it. We also noticed a brown stain on the bed. The headboard was uncomfortable and the amenities were minimal. Even the bottle of water in the room was $6 after opening, and it wasn’t chilled or labelled.
The cinema room is a fantastic idea but only shows one film per day, so it feels underused. The Delta restaurant is overpriced for what it offers. Dinner at EP’s was genuinely poor. The grilled cheese was deep fried and dripping in grease. Breakfast was bad enough that we avoided it after the first attempt.
The bar was another let down. A simple order of tequila shots with pineapple juice was turned into a long mixed drink, and the entertainment was honestly difficult to watch. Tone deaf, flat atmosphere. The entire hotel has the feel of a retirement facility rather than a lively experience-based hotel. If it wants to survive long term, it needs to appeal to a new audience and inject some energy, creativity, and care into the guest experience.
PB&J at 9pm is a genuinely sweet idea, and Annie who serves it is a credit to the hotel. She was warm, kind, and welcoming. The chocolate milk was lovely. Annie was one of the few staff members who made us feel like guests rather than an inconvenience.
The biggest concern is security.
Memphis has well-known safety issues, particularly around this area, and yet the hotel does not feel secure. The lifts are fitted with a card-access system that should restrict access to guest floors, but it simply isn’t activated. You can go to any floor without a room key. Combined with multiple unmonitored entrances, this means anyone can walk in from the street and access guest areas. It does not feel safe, and this urgently needs reviewing.
For a four star property with the Graceland brand attached, you expect a level of hospitality and guest care. Some complementary touches would go a long way. Better quality toiletries, complementary water, maybe biscuits or a welcome note. Small gestures that say you are valued. None of that is here. The supplied shampoo and body wash are poor quality and feel like the cheapest possible option.
At this point, I genuinely think someone from the executive board of EPE needs to come and walk the hotel. Look at the hallways. Look at the furnishings. Look at the condition of the rooms. The brand is strong. The potential is huge. But the upkeep, training, atmosphere, and basic hospitality are missing.
There are so many opportunities to create magic here with a bit of creativity, customer experience thinking, and leadership. Right now, it feels like the hotel assumes people will stay simply because it is near Graceland. But guests still need to feel welcomed, comfortable, and safe.
We really wanted to love our stay, but there were too many issues to overlook.
