Due to an urgent family emergency, I called Main Stay the night before we left for Tenn. The only room available was a handicap room with two double beds, which was much too small for three adults and one child. I had no other choice but to book the room. When we arrived, a very cheerful and friendly young man (Brad/Chad) greeted us and hurriedly registered us for three nights. We left immediately for the hospital without first checking the room. When we returned it was late and we were very tired and went to the room. What a disappointment. The room was too small for us and was in dire need of an update. The bathroom shower splashed water out onto the ceramic tile floor making it slippery and dangerous. The bathroom door had paint scraped off and the entire room needed painting. The next morning, my husband requested a larger suite with two queen beds. The staff was very accommodating and when a room was cleaned, we moved into the larger suite. The suite was okay except for the foul urine odor coming from the carpet in the one bedroom. This was probably due to someone's dogs since this is a pet friendly hotel. Since we spent all day at the hospital, we overlooked some of these issues. Under the circumstances, we had a pleasant stay. The staff is outstanding. Haley, the young lady in charge of the breakfast area did an excellent job in keeping the area clean and well stocked. One morning, she kept the breakfast room open later so my daughter and grandson could get something to eat before we left for the hospital. We were very exhausted after spending all day keeping a vigil over our family member. Trying to keep a five year old occupied was exhausting and Teagan, one of the staff members, gave him a paint set, which was such a sweet gesture on her part and much appreciated by him. The entire staff should be commended and special kudos to Haley, Teagan, Nick and Brad.
Skip the handicap room!
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you so much for taking the time to share your experience on Trip Advisor about your recent stay, and I am thankful I had an opportunity to speak with you prior to your departure so were able to gather the information that was important to make some vital changes for our future guests. The MainStay Suites Team understands how important it is to make sure the guests needs are being met, and I am very pleased you were able to get transferred to a new room the next day that could accommodate you and your family. The vital items you shared with me were addressed immediately after your departure, and I thank you for sharing this with me so we could have an opportunity to revisit these issues and correct them for the next guest. For example, after your departure we steamed cleaned the carpets and dry cleaned the bedding so we could ensure the room was presentable and comfortable. The MainStay Suites Team takes pride in our Southern Hospitality and we are thrilled you and your family were able to experience this first hand. We hope your family member is doing better and please know we are here for you in the future if you make plans to travel back to visit. Please feel free to reach out to me personally, and I will assist you with your hotel accommodation needs and inspect your room prior to your arrival. Thank you again for giving us the opportunity to improve and be better for our future guests. We owe you one!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.