ComplaintsforThe Guest House at Graceland

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I worked at The ** before & after Covid. I got fired for false accusations, they never once tried to get my side of the story. The woman that got me fired begged me to come back, but they would not allow it due to a red flag by name, later on the same woman started working else where & called me to come work for her at her new job. I have been reaching out to HR for months trying to get my side heard, but they do not respond. I feel like I was treated unfairly, & they do not care about their employees who was there from day 1 before they switched over to EPE.

  Business response

  06/07/2024

  We have reviewed this complaint with *************** and Legal.  Due to this matter not being customer related but a former employee our policy is not to comment on these types of matters.

  Sincerely,

  *************************;

  VP ********************************************************************** 1, Inc.

   

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a room for two nights at the Guesthouse at Graceland for a total of $527.24 and ended up being charged $727.94 plus an additional $20.00 charge for nothing. I've called the hotel multiple times and asked to speak to a Manager, but get sent to a Voicemail. I've left multiple Voicemails but they won't return my calls. This business is scamming customers. I want my $220 back I was scammed out of. (Nothing was taken from room and absolutely No smoking occured).

  Business response

  05/10/2024

  We appreciated learning of this guest experience, and we apologize for the delay in contacting our team and regarding his billing concerns.  Our Hotel Manager has reached out to him to discuss this matter and from our understanding we were able to get this resolved.  We were happy to hear that he enjoyed the rest of your stay with us and are excited to welcome him back to ******************* Memphis in the future. 

  Thanks,

  ***************************

  VP Operations, GM

  ************************* Enterprises, Inc.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Left an item in my room. I have made 3 phone calls and sent 2 emails without the Guesthouse paying me the respect of any acknowledgement at all.

  Business response

  03/01/2024

  Thank you for bringing this matter to our attention and accept our apologies on the lack of communication.  Our hotel team has reached out to the guest and is now in touch to resolve any issue/concern and gather more information.  Again thank you for letting of know of this situation so we can correct for future.

  Sincerely,

  ***************************

  VP Operations/GM

  ******************************************************

  ******************************************************************

  ******* ** 38116

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked into the hotel gave my bags to their bellhop he took my bags up, when we got up to my room and I wanted to tip I had left an envelope with thousands of dollars in it. I told him if I could have his name and leave a tip for him in the morning. He insisted that he would go get the envelope and move my car as I parked on the wrong side. I handed him my keys, I had not slept in over 48 hrs.I sat down by the door as he was to return, I did not get in bed as I knew I was going to pass out. I ended by sleeping by the door on the floor all night as he never returned.Then I receive a call at 630AM by a woman yelling at me to come get my keys or I would be charged $16 for valet. Im extremely confused and disoriented, I stopped there to get sleep. My car was moved and the hotel had no idea where my keys where.Then I head down to the front desk ask yo speak to the manager, his name is *********************** he says he will investigate and call me. Never heard from him.I call them next day, speak to another manager she also claims she will call me back. Never hear back.I call the next day, and speak to ******************************* she also states she will call back regarding my matter. Has still yet to call back.The entire management team has ignored me, has zero lack of management skills, they blamed me for my experience. Not one manager has apologize nor have they called back as they said they would. The place is a fraud.

  Business response

  09/11/2023

  ******************,
  
  We are genuinely concerned to hear about your experience with The Guest House at Graceland.  This is a serious matter to us and want to ensure that your concern is addressed and closed.  As requested,our General Manager of the Guest House at Graceland will be following up with you in no less than 24-hrs to speak with you personally.

  Sincerely,

  ***************************| Vice President of Operations/General Manager
  *******************************************************. | Graceland
  ******************************************************************* | *******, ** 38116
  Phone: ************ l Fax: ************ | ***********************************
  www.Graceland.com ********* @VisitGraceland | ********* ************** Graceland
  
  
  
  
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I officially booked my wedding here on 5/4/2023, after they received my $400 deposit, I could no longer get my supposed wedding coordinator ************************* to answer my questions. After several attempts to contact him and others at The Guesthouse including the *** OF ************************* ENTERPRISES. Who responded with Im sorry much needs to be fixed.I canceled my wedding on 6/7/2023.I would like a refund of my $400 deposit. I received no services from them. I think this is only right.The *** passed it on too ************************* the director of events who only sent 1 email on 6/8 and then didnt respond back I had already reached out to *************************, The accounts receivable manger on 5/29/2023, it took until 6/23/2023 for her to respond that she was passing on to a *********************** and I never received a response from her.I reached out to my supposed wedding coordinator several times, 5/12, 5/15, 5/15, 5/30, 6/1, 6/5 and for the last time on 6/7/2923 to CANCEL MY WEDDING!!Then on 7/25/2023 I received an email from ********************* stating she had my file and it showed my wedding was cancelled and asking if I had paid any funds towards this event, and that ************************* was no longer at the Guesthouse.I would just like a REFUND OF MY $400 DEPOSIT AT THIS TIME.I feel that would be the right thing to do since I didnt really receive any service from them.

  Business response

  08/01/2023

  This issue was brought to our attention last week again from the guest and we followed up with our events **************** of the team members involved are no longer working with us so we had to do some research and did process the refund requested.  Our Events Director has emailed this guest with this updated information.  We believe this issue has been resolved.  We are sorry for any inconvenience this may have caused. 

   

  Sincerely

  ***************************

  VP ********************************************************** Inc.

  ************

  Customer response

  08/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *****************************

  *******************************

  ***********, ** 63116

  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I checked out of Graceland Guest House on 06/25/23 conf no ******. Front desk manager, *********************, said the computers were down and they would email me my receipt. When I received receipt it has two charges On the bill that we did not make. Charge 06/23/23 for $37.96 Deltas Breakfast Food and 06/23/23 $24.60 lobby bar food were not made by us. At no time did we charge anything to our rooms. We always paid for our meals in cash at time of purchase. I have called and left messages on 06/26, 06/27 and 06/28 with no return phone call. I also emailed Jazz ******** on 06/26 with no response. I want those amounts credited back to my credit card asap.

  Business response

  06/29/2023

  We have investigated this complaint and appreciate you letting us know of the issue.  Please accept our sincere apologies in a delayed response and timely action.  Our accounting team has promptly refunded the method of payment used during your stay in the amount of $62.56.  Please allow at least 5-7 business days for those funds to become available to the account,pending your banks policy.  As this is not the experience, we want for any of our guests, we hope your trust has not been lost with us.  If your travels have you returning to ******* in the future, or family/friends, please have them reach out to our Director of Rooms or Hotel Manager to assist in a hotel stay as we would to assist you.  Thank you so much for visiting ******************* Graceland and The Guest House at Graceland and our sincere apologies for this inconvenience.
  

  The Guest House at Graceland Management Team

  Customer response

  06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************************

  ****************************

  ********, ** 62012

  
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/13/2023 I booked a reservation at The Guest House through booking.com. Our booking was ******. Upon arriving at the hotel, we checked in. I gave my debit card for the daily resort fee. The front desk attendant confirmed that we booked through booking.com We enjoyed our stay and checked out on 5/14/2023 Shortly after 3:30 AM. The front desk attendant gave ** our receipt which showed a charge for ****** for room service. I noticed that I now had a charge on my account for $307.92. The Guest House charged us for a night - knowing that we had already paid for our booking through a different website. We were double charged for our booking. I have attempted to contact the manager at The Guest House twice with no response. I need to get a refund for the $307.92 because I already paid for the hotel room through a third party website. I cannot afford to be double charged.

  Business response

  05/17/2023

  We have researched this complaint and refunded the guest as requested.  We apologize for the inconvenience and thank you for bringing to our attention.

  Sincerely,

  ***************************

  VP ********************************************************************** Inc.

  ************

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** arrived from **, room not ready, had lunch, leaving hotel, friend in front of me, I got jammed in the glass automatic door because not operating correcting. Left arm caught, huge gash, blood etc. NOBODY could find a first aide kit or an incident report. I went to bathroom, nice guest who was a doctor helped me and told me I did not need to go to ER. Meanwhile these workers struggling to find and first aide. We asked to fill out a report but guy could not write!!!!!!!!! Ask next day from security for copy , nope. I have this all written down in more detail with photos etc. NOT ONE PERSON checked on me and this was day one. We were there for 3 nights. Gave us nothing!!!!!!!!!!! I would like to mail you all the papers bc too much to write. I had to see a doctor **** **** when I got home. And back on this coming Friday. We spent a lot of $$$$$ to fly, hotel, tours, food, drinks etc, not one thing they offered and not even concern. It pains me to even do this but I own a business and would never treat someone like this. Apparently its what this place does. Ruined a planned trip for us. Expensive, airline tickets, etc. The tours were great but The Guest House was not, many bad reviews as I have read. I would like to mail you all the info on my situation, long, photos etc is that possible and where to???Thanks for your help *******************************, ********************************* my photos etc are on my phone Must easier if I could mail all my documents. Been working on this for 2 days, and my arm hurts,

  Business response

  04/24/2023

  ******************** - We have received the complaint from ************************ (ID *********.  We have researched and confirmed that an incident report was completed regarding this accident and was sent to our insurance company as normal procedure and protocol.  We have requested that the insurance company make contact with ************************ regarding her injury as they have all the reports and documentation required that we have provided and would be the appropriate contact at this point.  If any additional information is needed, please let me know.

  Sincerely, 

  ***************************

  VP ********************************************************** Inc.

  ************

  Customer response

  04/24/2023

  All papers weee mailed this morning

  Customer response

  04/24/2023

  All papers weee mailed this morning

  Customer response

  04/24/2023

  Also when this happened , the has no form for incident. Have a plain piece of paper and ask a guy to write who couldnt so my friend did. There was no incident form. I sent pkg this morning before I got this . Look at it and contact me back. Some should inspect this place and first aide protocol period. There was none. 

  Customer response

  04/24/2023

   
  Complaint: 19970122
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  04/24/2023

  I want a copy of this so called report that was not written . Since it happened to me. This place is unbelievable . Go have it inspected for a lot of things. Let me know when you received my papers. No report was there, they had none as I explained. A group of employees and nobody knew where they were or first aide supplies 

  Business response

  04/24/2023

  ********************:

  As stated before we have alerted our insurance company and it will be up to them to share information.  I did understand the insurance company has attempted to call the guest and her voicemail is full.  They will be sending her a letter by mail and we will be sure they have her email.

  Sincerely,

  ***************************

  VP *********************************************************************** Inc.

  Customer response

  04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************************

  20 ***********

  *****, ** 07470

  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked a two night stay, December 25th to Dec 26th. Because of the forecasted cold weather that week, we decide to not continue our holiday travel. We called the night of December 19th to verify our reservation because we have not received any confirmation from them. We spent a painful 25 minutes on the phone with their customer service to look up our reservation. We were put on hold a couple of times so the staff could ask for somebody else assistance. We gave our complete name, email, phone number, and even the last for of the credit card info so he can look us up. No reservation in neither me or my husband's name. We told the staff we are canceling our reservation. We were told that because they cannot look us up, to consider our reservation canceled. I got my Credit Card statement and they've charged my Discover card.

  Business response

  03/16/2023

  Our team continues to work on training and service excellence to prevent these types of mishaps moving forward.  We have refunded the amount to the guests method of payment on file.
  
  We sincerely apologize for the charges incurred to *********************, after a dutiful attempt to cancel the reservation.  Due to the error, we have immediately refunded the credit card used to reserve the room, whereas the No Show Fee was charged.  This is not the expectation of experience for our guests and hope to have an opportunity to welcome them in the future and showcase our true hospitality.  They can reach out to our Director of Rooms, ****** ********************* at ******************************************************************************** if needed.

  Thanks

  ***************************| Vice President of Operations/General Manager
  *******************************************************. | Graceland
  ******************************************************************* | *******, ** 38116
  Phone: ************ l Fax: ************ | ***********************************
  www.Graceland.com ********* @VisitGraceland | ********* ******************* Graceland
  
  Book your reservations for Gracelands new  world-class resort, The Guest House at Graceland.  Learn more at GuestHouseGraceland.com.
  
  CONFIDENTIALITY NOTICE: This message is for the named person's use only. It may contain sensitive and private proprietary or legally privileged information. If you are not the intended recipient, you are hereby notified that any review,dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender.

  Customer response

  03/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *********************

  ****************

  *********, ** 20186

  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date:12/23/22 to 12/26/22 Paid:$853.41 The shuttle left us at the airport for over an hour in 5 degree weather. The staff was rude and took no responsibility for anything. The gift shop was closed down. The restaurant on the inside of the hotel were closed. The rooms were never cleaned. We had no toilet paper holder it was ripped off the wall. The drawers were broke. The refrigerator was broke. We were evacuated from our rooms. There was a water pipe broke and looked like a waterfall in the main area of the hotel next to ********** We were made to walk thru it. Trash cans everywhere with water leaking in them. No staff showed up to open anything. Christmas dinner was cancelled. The manger acted like we were making a big deal over nothing and did not care to accommodate anyone. I emailed them on 12/25/2022 to be contacted about the situation we were placed in no contacted me back. Our lives were placed in horrible circumstances and not just due to the weather but the staff. The condition of that hotel and not being able to feed the guest was inhumane. They should be ashamed of ruining many peoples Christmas and vacation. We chose out of all the places in the would to spend our Christmas and hard earned money during inflation to be treated like so disgraceful.

  Business response

  02/08/2023

  Dear ****************:

  We received your complaint in January and due to a family emergency on my part I apologize that I did not respond sooner to you all.  We are so sorry for the issues you dealt with while visiting with us during the Christmas holiday.  We are so sorry we had the frozen pipe situation we experienced and know it was a lot for our guests and our staff during that time.  After reaching out to the hotel staff they will be processing a refund as requested.  Again we are so sorry for your experience here and hope you will get to come back during a warmer part of the year and give us a try again.

  Sincerely,

  ***************************

  VP *********************************************************************** Inc.

  ************

  Customer response

  02/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************************

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