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Original Comment I am sending this email about my families recent stay at your Holiday Inn Express at 7784 Wolf Trail Cove, Germantown, Tn. 38138 the weekend of May 25th &amp; 26th for a baseball tournament. I had originally reserved our room for me and my 14 year old son with the team and had our confirmation number for it and the room was for a KC Suite with pull out sofa, since there was just 2 of us. But plans changed, because my 12 year old daughters travel softball teams tournament got cancelled 2 weeks before we were going to be coming there to stay. So, my daughter and wife decided they would like to go, only if we could get our room changed to 2 Queen beds instead of the KC suite with pull out sofa. My wife said if we can not get it changed then they would not be coming to the tournament. The reason for that is, because my wife has a really bad neck from a car wreck and surgery years ago and I have a very bad back due to the wreck as well and my son and daughter will not sleep on a pull out sofa, because the pull outs are always so small and always very uncomfortable. They are very tall big kids and my wife and I can not sleep on pull out due to our back and neck injuries and we sure and the heck can not all sleep in King size bed.. So, I told my wife I would call and check to see if I could get the room changed to a room with 2 Queen beds instead and if I could not, then no big deal they would not travel the 4 to 5 hour trip with us and just stay home, Which would have been fine. So, I called your hotel and gave the lady my confirmation number and she said yes we have you for that weekend and a KC Suite with pull out sofa. I explained my situation about my wife and daughter along with our injuries as well. She told me to hold and she would look for me. She came back and said yes we do have 1 room with 2 Queen beds for those same 2 days. I said great then can we change it and she said yes sir no problem at all. Then before I got off the phone, I Know I sounded anal about it, but I double checked everything she had told me previously. I said so we know have 1 room with 2 Queen beds and reserved for the 25th &amp; 26th? Your positive this is all good to go? because like I told you before I just do not want to get down there with my wife and daughter coming and not have this room, because like I said they will not come if that is the case. She said no problem sir, it is taken care of for that weekend and the room reserved is for 2 Queens for sure. I said ok thank you, but just wanted to make total sure that is the case before they come with me and my son. Again, sir no problem we got it changed and reserved with your confirmation number. So I hung up happy and told my wife it was all good and of course she says are you for sure? because if we get down there and it is not changed right, we are going to be in bad situation as well as being very pissed off. I assured her everything was handled and I had confirmation on it, no problem. So that was 2 weeks before we were to arrive. Well, we drive for 4 to 5 hours and get there to check in that evening around 7:00. I go to front desk and a dark skinned young man takes my name and confirmation number and says yes sir Mr. Hampton we have your room. We have you checking into a KC Suite with pull out Sofa. I looked at him with disbelief on my face and said no sir we have a room with 2 Queen beds now, not a KC Suite. He said no sir, the system shows KC Suite. I said I spoke to young lady 2 weeks ago and she assured me that she changed everything for me and reserved the room under the confirmation number I had. Then he gets very smart with me and tells me that there is no way anyone would have told me that, because the hotel had been booked up for the last 2 months, so that would not have never happen. So, he was basically calling me a liar and that is what I asked him, so your calling me a liar now. I told him, sounds like I was the one that was lied to now!! It really offend me big time!!!! He wanted to know exactly what day I had spoke to her and time and that was the only way he could check on it. I told him I thought that is what confirmation numbers were for? So, here I am now 5 hours from home and now with my wife and daughter with us now and now we are stuck with 1 bed and a pull out which does us absolutely no good at all. At this moment I am extremely upset and my wife is soooo upset about it she is really ready to go postal. Like I said, that is why I took care of it 2 weeks earlier and double checked with the girl that changed our rooms, so this would not happen and it happened anyway. That is what I call total incompetence on a Hotels part. So, now we are stuck in this room for 2 days and no where for my kids to sleep but the damm floor now. So, I take the room with no other choice, but to do so at this point and time. So, I step to the side to let the next couple behind me check in while I try to calm my wife down. So, while standing there talking to my wife I over hear the couple that is trying to check in now, say that they were suppose to have a room with 2 Queen beds as well and they are having the same problem I was having with our room, but I over hear them being told that their room was giving to someone else earlier today, because they were not here to check in at 3:30 and so they gave their room to some one else that was checking in at that time. What Kind of place gives a damm room away, because you did not check in at the check in time. I have never had that happen or ever heard of that kind of crap happening. When you have a room reserved and confirmation number as long as you check in that day it does not matter what time you check in there and you should never lose your room because of that. So, now I am figuring that is what happened to my room now. Just guessing at this time?? I could not believe what I was hearing. So, now we go up to our room and put away our stuff and pull out the sofa bed to see what it is like. Well it is just like I figured, mattress about 1inch and half thick and all you can feel when you lay down on it is the hard damm bars. Very uncomfortable and not sleep able at all!!!!! So, my wife suggest that we try to put some pillows under the mattress to make it sleep able some how. Which is what we did, but we needed 2 more pillows and couple of blankets, because there was not any for it, just a sheet only. So, I then go down stairs to get 2 pillows and 2 blankets. The same guy I dealt with earlier is there and I asked for the 2 pillows and 2 blankets and he very rudely says we do not have any extra pillows or blankets available. I said you mean to tell me in a Hotel this size you do not have 2 pillows and not even 1 blanket for us to cover up with? What the heck are we suppose to use for cover. All I get is, I do know what to tell you sir, but you will just have to make do I can not help you. Again, very rude and no apologies for any inconveniences for this or the fact that you already messed up my room to begin with and now you do not even act like you give a crap what we do. At this time I am ready to reach out and squeeze this guys head off!! I am losing all patience's now as you can tell by reliving this, I am already getting upset again. It even gets better then this. So, the next morning we put the sign on our door not to bother us and do not worry about cleaning room til we check out, which should make the maids happy that there is one less room to worry bout cleaning right now. We also put our old used wet towels outside to be picked up while we are gone the next morning to a ball game, which the maids did pick up and I just figured we could pick up 4 more fresh ones on our way back up after we get back from playing our baseball game. We come back from our game and knowing that they already picked up our used towels. I stop at front desk on the way by and ask for 4 fresh towels and I am then told I need to bring my old ones back first before I can get any fresh towels. I explained to him that we set our towels out to be picked up since we were not having our room cleaned and the maids already picked them up for us. I was told sorry can not give you towels until they are returned. I told him, did you not hear what I just told you, they picked them up already, can you not check with the maids that picked them up. I was told no sir, you have to have those towels in order to get 4 more and that there was no way to see if they really picked them up for you. I said you have got to be kidding me with this.? Your really think I would want to steal these cheap towels.?? Freaking unbelievable!!! <br /> <br /> At this point you are lucking that I have not pulled this jerk outside to the parking lot and giving him a beat down that he so deserves at this time. So, now I can not get any towels to use to shower with so ,on my way up I see the maids cart and asked for 4 towels and she gives me 4 fresh towels to use, no problem. So, overall this is by far the worst place I have ever stayed at and I will never be back to stay there again, which I will make sure that the team never stays there again next year or the next 3 years that we will be coming back to Germantown, along with anyone else that I know that comes there for tournaments, which is several folks. You just cost yourself a lot of $$$ over the next 3 years that we come back to your area. You will definitely not get any more of our business or $$$. This is by far the Worst experience ever and we travel year round for baseball and softball, so your loss now. So recap, lets see, I got lied to about my room, could not get any pillows or blankets as well as towels and was treated like a piece of crap!!! I just thought you should know what goes on in you hotel, You might want to think about making some staff changes in the near future or it will cost you more $$ then what it just cost you with the teams that will no longer come stay there in the near future. I have stayed at several Holiday Inn Express's and had very enjoyable stays and never any problems like this and that is why we were staying at this Holiday Inn Express. <br /> <br /> I have never had this kind of experienced before in my life. I feel like I should have been giving all of my money back for all the inconveniences I was put through. Never be back here again. Terrible place to stay!! <br /> <br /> <br /> <br /> <br /> <br /> Thanks for absolutely nothing, but the worst experience I have ever had!!!!! <br /> <br /> <br /> <br /> Billy

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