The Guest House at Graceland

If you are travelling to Memphis to visit Graceland, then staying at The Guest House at Graceland makes perfect sense. Its location is unbeatable and incredibly convenient. Sadly, that is where the positives end. In over 40 years of travelling the world and working in hospitality, I can honestly say this was one of the worst customer service experiences I have ever encountered. I have never stayed in a hotel where so many staff members appeared to have so little interest in the people paying to stay there. At almost every interaction we were made to feel like we were interrupting their day rather than being valued guests. It started at check-in. There was no smile, no welcome, no "We're glad you're here." We were simply greeted with, "Give me your booking." It was cold, dismissive and completely lacking in hospitality. When we approached the Bell Captain with a simple question, he responded by giving an enormous yawn right in our faces before reluctantly answering us. I couldn't believe what I had just witnessed. The experience at EP's Bar & Grill was even worse. The staff seemed far more interested in standing around in groups talking amongst themselves or looking at their phones than looking after customers. Every request was apparently someone else's responsibility. No one took ownership of anything. The final straw came when we asked for our bill. The restaurant supervisor simply told us to find our server ourselves. When we politely asked if he could arrange that, he became defensive and aggressive and called the manager. Ironically, I felt sorry for the manager because he appeared to be one of the very few people actually trying to do his job while everyone else seemed completely disengaged from the guests, the venue and even each other. Even buying a coffee was frustrating. The young woman behind the quick-service counter had an earbud in and continued her conversation while serving us, barely acknowledging we were standing there. It felt disrespectful and unprofessional. By checkout, we were honestly relieved to be leaving. There was no "Did you enjoy your stay?" No "Thank you for staying with us." We were simply told to put our keys in the box because the receptionist couldn't be bothered walking a few steps to collect them herself. The lobby was empty, so being busy certainly wasn't the reason. Having spent more than 40 years managing hospitality businesses, training teams and developing customer service standards, I have learnt one thing: poor service from a few employees can be an individual issue, but when poor service is consistent across almost every department, it is almost always a reflection of leadership. Culture starts at the top. Staff behave according to what management accepts, encourages and models. Sadly, that was exactly the impression we were left with. This did not feel like a team having a bad day; it felt like a culture where genuine hospitality simply wasn't important. What disappoints me most is that this hotel trades on the magic and legacy of Elvis Presley. Elvis was renowned for his generosity, warmth and the way he made people feel welcome. I cannot help but think he would be deeply disappointed that a hotel bearing the Graceland name delivers an experience so completely at odds with the values he represented. The Guest House is fortunate that Graceland is directly across the road because, based on the service we experienced, I would never choose to stay here again. The building is beautiful and the location is perfect, but the customer service culture appears broken. I genuinely hope senior management takes these comments seriously because this property has enormous potential. Until leadership sets higher expectations and rebuilds a culture of hospitality from the top down, I fear many other guests will leave feeling exactly as we did.

rooms are clean, friendly staff, lots of activities at the resort without leaving - enjoyed the Elvis movies, pool was refreshing after a hot day! Price is a little higher but you were safe and good environment to be in.

Stayed here last weekend and had a blast! We had purchased a, "package deal," as part of the All American Weekend for the 4th of July. From check in to check out it was nothing but excellent! The shuttles to and from the events and the mansion were seamless and super easy to navigate. We didn't get a chance to use the pool, it was pretty crowded, I'm sure because of the heat. The rooms were clean and comfortable. The staff was very nice and accommodating, helpful and generous with their time when asked a question. They were all happy to help. Really just an amazing experience, Bravo! And all the Elvis music? The cherry on top! Looking forward to coming back! Thank you for a fantastic weekend, you did the King proud!!!

At first glance, the room was a bit pricey, but combined with the total experience, it was more than well worth it. Our room was large, clean, and nicely appointed and the staff was knowledgeable, friendly and helpful.

Great Experience. Loved the proximity to Graceland. The closest place to do laundry is across the street at the campground.