Earlier this month I was scheduled to be in Nashville to emcee and present at a major meeting at this hotel. If you travel a lot you know that logic and airline ticket prices do not go together. The Nashville event was on a Monday. Normally I would have flown out on a Sunday but when I priced the tickets with that departure, it was a real budget choker.
So, I looked to see what it would be if I went out on a Saturday evening. Wow. Even with an additional night’s hotel and meals, I would save the client almost $400.I had done meetings at this Embassy Suites before and thought it would be an OK place to just chill, unwind and make the best of an extra day on the road.
I arrived at the hotel at 9:50 p.m. on Saturday. I had not had anything to eat since breakfast and was concerned about how long room service would be operating. I asked the fellow checking me in. He said it stopped at 10. I asked if I could leave my bags and run out to get some food and he said he wouldn’t advise it at that time of night. I then asked if I could order something right now – h e could call it in and then have it sent to whatever room he gave me. So, he called room service and guess what – it was open until 11. Whew. Now that was good news, but I came so close to walking out at 10 p.m. to wander an area I didn’t know looking for food. I expect front desk people to be up on major services.
The next morning – Sunday – I went down to breakfast. I bought a Sunday paper in the gift shop and put it on my table and went to get an omelet. When I got back, the paper was gone. I went to the gift shop to see if they’d comp me one and they wouldn’t. So, I went back and corralled a server and discovered they had thought no one was at the table and cleaned it. Never mind the paper was totally intact – still stuffed with inserts, obviously unread. They then went into the back to see if they could find it and they did. I received my unread paper covered with stains, whatever. And, my omelet was cold. I will say the two guys doing the omelet line were impressive - massive line and these guys had their art down to a science.
OK. So, back up to the room to read the paper. Now, I am pretty high up in the Hilton Honors program so was on the honors floor, which really gets you nothing except a coffee service. I went to get the coffee, billed as Starbucks, the urn was empty. I called down and the front desk said they would get right on it. I went back out 45 minutes later – no coffee. So, go down to the breakfast bar to get coffee and mention it to the person who seemed to be in charge. “It’s being brewed,” he said.
OK. Back up to the room. Forty-five minutes later, no coffee. So, I just brewed the weak in-room stuff, had a cup then went down to the fitness center. Nice gear, with TVs mounted on treads and elliptical machines. I get on the first tread, tune in the TV but find the speed won’t go over one mile per hour. So, move to tread two. Speed works, TV doesn’t. There is a guy on tread three. Go to elliptical one – TV doesn’t work. Go to elliptical two. TV doesn’t work. So, do my workout anyway.
Guy gets off tread three so I go to it and WOW! The tread works and the TV works. But, it’s really odd. I wanted to watch the NFL – it’s noon now – but there are no regular broadcast channels on the menu. No football. I also wanted to watch the Ryder Cup, but again, no networks. So, I figure I will watch ESPN. Uh, no ESPN. There is ESPNU and ESPNnews, but no ESPN.
So, after my workout I stop at the front desk and talk to the nice young lady. I ask her about the coffee and she explains “It’s Starbucks and the thing that makes Starbucks is broken.”
OK. “You know, it’s Sunday. It’s the honors floor. No one at this point cares whether they drink Starbucks or Folgers. Can’t you just put some coffee up there?”
“I don’t think I can do that.”
“Fine. Look, I’m very unhappy with how this stay is going. Can I talk to a manager?”
“He will be in at noon tomorrow.”
“No, I don’t have to talk to ‘the’ manager, just the manager on duty.”
“There isn’t one.”
Now, I figure no coffee so I will get a diet drink. I go to the ice machine on my floor. Broken. OK. I will get a soft drink. No diet drinks. Seriously. No Coke Zero. No Diet Coke. I end up going to four different floors before I can get both ice and a Diet Coke.
Do you see where this is going? Let me fast forward. I figure later that evening I will go down and unwind in the hot tub. So, I put the swim suit on and go down, turn the tub on, get ready to sink in and the water is, to be kind, like warm. It’s actually chilly.
So ended the day.
I actually wet to the business center the next morning and typed up all that I am sharing now and left it for the general manager, letting them know I was in a major meeting there and also leaving my room number. Didn’t hear a word. That evening when I went back up to my room. There on the counter was a big tub of ice with water and Diet Cokes in it, more than one per ever could drink in one night. There also was a tray with snacks, mostly unhealthy, and two sleeves of golf balls. I credit them for picking up on the Ryder Cup angle.
Oh, and there was a letter apologizing. Now, I suppose that was better than nothing and would it be enough to make me return to that hotel? Maybe. But I would have thought maybe an offer to knock one night off the bill would have been nice. It still amazes me that I was told there was no one on site with management authority on a weekend. That makes no sense, on so many levels. No one could fill a coffee urn. Think about it.
Suggest away from elevators and ice machines, otherwise it's an Embassy and all the rooms are de...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.