When I originally booked my room, I was informed that the hotel was undergoing a major remodel and I might experience some “minor” inconveniences. As I review my experiences try to keep that in mind & remember that if these are “minor” that I would or COULD not imagine what the Sheraton Nashville Downtown management staff would consider “MAJOR”!
My party of three arrived at the “construction site” on a Friday afternoon at 3pm. There was NO signage directing us as to where we could access the parking garage or the Front Desk. We parked the car on a side street & I called the Front Desk the first time, no answer. On my second attempt a very polite & friendly young lady gave us directions to the garage entrance. Upon entering the garage we were met by a very polite & friendly valet who instructed us as to where we could “self-park” our vehicle. We finally found an available spot on the 5th level of the garage, gathered our bags and headed for the garage elevator and the main level. After a short walk across the garage we finally arrived at the temporary “Front Desk”. The “lobby” is smaller than most living rooms.
At Check-in, I was informed (again by a polite & friendly Staffer) that we would be on the 18th floor but if we needed ice that I would have to call the Desk & they would have Room Service bring it to us as the Vending Kiosk might not be completed yet. For our “inconvenience” we would be given free Wifi & free (more about this later) Breakfast Buffet. While listening to this, I overheard another Guest complaining to the Staff that he had been waiting for 3 HOURS for someone, ANYONE, to bring some ice to his room! Upon entering our room I noticed the “just been done” smell of the remodel. Everything was clean and spotless right down to the absence of a microwave & mini-fridge! The Starbucks coffee packets, two bottles of warm water and single serve coffee maker was a nice touch. However, PAPER coffee cups (REALLY??!!) were NOT what I expected. I don't care if they had the Starbucks logo or the Great Seal of The United States printed on them they are STILL paper cups!! We started unpacking & I walked down the hall to see if our Vending area was completed (it wasn't), returned to the room, grabbed the phone to call the Desk for ice & discovered that the PHONE didn't work!! Hang on, it gets even better.....
On the ride down (did I mention that they have 4 beautiful glass enclosed elevators that take FOREVER to arrive even though the hotel is a little less than HALF done) another guest informed me to steer clear of elevator #4 as someone in her party became stuck when it had quit functioning mid-descent earlier. Anyway, upon making my way to the “Front Desk” again, I told them of my problems and another very polite & friendly Staffer said they would address my problems promptly. To my surprise, it only took them about ten minutes to bring both the ice and maintenance to my room. By that time, though, I had figured that the “re-modelers” had not properly wired the outlet (leaving half of it “dead”) and corrected the phone problem by finding a “hot” outlet. A very polite and friendly Maintenance guy agreed with me.
The next problem came later that evening. After a nice dinner “out” (the Hotel has no REAL restaurant or bar as yet but an informal “restaurbar”?/”bartaurant”? On the 2nd level) we returned to our room and discovered that the channel line-up on the in room guide is flawed...unless the History Channel runs continuous infomercials on Friday night!! (The new bedding WAS really nice to sleep on, though)
Saturday Morning: The FREE Breakfast Buffet was good (not great but only good) and we were informed that there was a $2.00 room charge for this FREE breakfast! We decided to pack up & head home. At check out, I was informed that we not only had to pay a $30.00 parking fee which I knew in advance (AS A GUEST, YET!) BUT there was a $2.78 PARKING TAX levied by the City of Nashville for the “privilege” of “parking” in their fine City!! It's bad enough that I paid full price for my room while I heard others being charged a lower rate (OK, maybe they are “Frequent Fliers” who get lower rates & a complimentary glass of “champagne” at check-in) but I've stayed in MUCH nicer Hotels at comparable rates that are CONSTANTLY renovating with not ONE misstep in service or one iota of drop in quality of Guest experience regardless of frequency of visitation.
I told the VERY POLITE & FRIENDLY “Front Desk” Staffer that, were it in my power, I would line each & every one of the Front Line employees on one side of the room and give them ALL a handsome raise. I would line each and every member of the Management Staff on the other side of the room and (to the last person) FIRE THEM ALL!
It is WRONG to hear every other statement from a Front Line employee's mouth be “I apologize for that....”, when, in fact it should be the MANAGERS' busting their collective butts to ensure that their employees don't have do this on an on-going basis. If this is what this “hotel” & the other Sheraton Properties are like, I can GUARANTEE you that I will not be back!
Let's give it a rest for 8 months to a year and not stay at this property until they get it sorted out...who knows, THEY MIGHT EVEN MISS OUR MONEY!!
For the record: I have worked in a VERY “Customer Driven” business for the past TWENTY years. I work in Management in a CASINO. As part of the Management Team, if one of our Patrons has a problem, EVERY one of our Casino employees is instructed to help (or find someone who CAN) rectify the Patron's problem. In fact, I want to be informed of the problem so that I can ENSURE that it never occurs to anyone else! Shame on the Management of the Sheraton Downtown Nashville!! (I should have slept in the car...It would have sucked but at least I wouldn't have spent good money for such a shoddy experience.)
(This is a copy of the review/comment that I sent to the Sheraton website...to date have not heard from them!)
- Also Known As:
- Sheraton Nashville
- Nashville Sheraton
- Official Description (provided by the hotel):
- The Sheraton Nashville Downtown Hotel is located in the heart of Music City USA; we are just two blocks from the Convention Center and the Gaylord Entertainment Center. ... more less
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