Stayed at the hotel for three days and I have to say first and foremost, that the entire staff; valet, front desk, bellhops, and coffee shop are the most courteous and professional individuals. The rooms are spacious and clean; housekeeping does a great job. The rooms are eco-friendly meaning you need to keep the room key in a slot by the door in order to turn on lights. In my opinion, this can be annoying at times unless you requested two keys at check in.
A red flag arose the day before I was to check in from the Accounting Department called and indicated that the online reservation system does not always retain the full credit card number and since I was staying marathon weekend, the hotel will charge one night's stay. The employee requested I give her my credit card number over the phone and reluctantly I did so.
I requested a copy of bill at check out and thought everything was fine. Unfortunately, I checked my credit card statement a few days later and found that two charges were imposed and an extra $300 charge was assessed. After speaking to the Accounting Department, I was told that my credit card was charged for one night's stay OF ANOTHER GUEST! I requested to speak to the General Manager (Steven) and he certainly did not display the, shall we say, Southern hospitality in our conversation. He advised me that the person that called me the day before and requested my credit card number was disclipined. Huh? Management 101 would say the buck stops with you as GM and to not throw your employees under the bus. Secondly, he was at a loss to explain why someone else's room charges were put on my card. Lastly, I requested a receipt reflecting the credit card reversal emailed to me. Nice to see that they emailed me the bill of the person who my card was charged so now I have his name and address information!
I will say that the back office personnel, including the GM should probably allow his front line staff to train them on what true customer service is all about.
For those that do book here, check your credit card statements a few days after you check out!
Unfortunately I will not stay here again. Too many options in Nashville to deal with this nonsense again.