My family recently drove from KC to SC, we stopped in Nashville on the way there and again on the way home 10 days later.
Our first stay was AMAZING!! Super sweet staff, great room, clean room, kid friendly (there was a nice size pool, and a kiddy pool, also an indoor pool that we never visited because it was sunny and hot both stays!) There were both kids and adults enjoying the pool area. Beds were comfy, bathroom was clean, and they were quick to deliver when we asked for more towels. Needless to say we knew we would stay here on our way back through.
SOOO I called and scheduled our second stay - I was told that we could check in early, no problem, because check in was at 3:00 but we would be hitting town no later than 12:00. I was also promised a bigger room, on the 2nd floor, pool side. Also, since we are "preferred guests" they would include breakfast! We were so excited!! We got there a little after noon (after being in the car for over 8 hours with 2 and 5 year olds) when I went to check in they looked at me like I had a third eye in my forehead and informed me that check in is not until 3. I explained our early check in request and guarantee - he said there were no notes and everything that I had been promised was not noted and they couldn't get us into a room at that time. He took my phone number and offered put me on the WAIT LIST and call when a room was ready. I took the kids into the bathroom and changed them into swimsuits and headed to the pool. It was PACKED! Crazy town packed. Bachelor/bachelorette parties, girls weekends, business pros, everyone was drinking and having a great time. I'm not complaining, it was fine with us BUT after 3 hours out there and no phone call I started to get a little ancy. My husband went in and asked about the room (mind you its AFTER 3 now) they gave him a key. Being the amazing hubs he is, he went to the car, got the bags and moved us into the room before coming out to get us. When he did get us, I found out we were on the 3rd floor, opposite side of pool with a view of a roof. AWESOME. I went down to talk to the manager (who wasn't available at noon when I first requested) and wasn't allowed to speak to them in person. The front desk staff "relayed" what I was saying to the manager....they did end up giving us 2 complementary breakfasts, which we were promised from the beginning, but I still never saw the managers face? When we got up to the room, it wasn't any bigger, wasn't clean, and wasn't stocked with basics (coffee, wet clothes bags, cups etc). We were tired and annoyed at this point so we just ordered some room service so we could let the girls nap. Food really wasn't good, and I'm not just saying that because we were annoyed, it wasn't warm but was overcooked? and the broccoli was yellow! Eeks Lastly, we hit breakfast at 6:30 before we got on the road. The waiter was rude, we ordered 2 apple juices and 2 coffees and he brought 2 orange juices and 1 coffee and that's how the entire experience was for breakfast. Never got our water, he didn't remove ONE plate, glass, napkin etc from the table they were piled up around us (I wish I would have snapped a picture) and when he never brought our condiments we requested I set out to find him...he was getting a shoulder massage on the other side of the dining area. Wow.
ANYWAYS ~ We had two very different experiences, the first one was so awesome, but the 2nd one was just so bad we probably will go elsewhere next trip.
Oh! And little side note, I like not reacting when people assume I don't speak spanish. It was fun to hear what the rude/inappropriate cleaning ladies were saying about me as they stared me down when I was walking down the hall.