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“Should have been great”

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Hilton Garden Inn Nashville/Smyrna
Ranked #2 of 12 Hotels in Smyrna
Certificate of Excellence
Cleveland, United States
1 review
“Should have been great”
Reviewed May 22, 2014

The hotel and the room itself were very nice and completely satisfactory. Unfortunately, when we checked in, the person at the front desk was not paying attention to what he was doing. We had paid in full for our entire stay ahead of time and showed him the confirmation of payment. After this, he still asked if the room had been paid for. We said yes and showed him the confirmation again. The next day our bank account was charged $827.11 (more than we paid for our entire stay) When my husband went to speak with the staff they did not listen to him and he had to explain several times that we had already paid for our stay. Eventually they realized what they had done, but did not apologize or explain and instead the manager gave a vague explanation saying "it's an authorization hold and we will take it off tomorrow" After my husband went to speak with them the 4th time to get some clarity, they admitted that we had been charged for our stay again because the person who checked us in made a mistake. We are a young couple on a budget and we were celebrating our second wedding anniversary, and spent our whole first day sitting in the hotel room because of the hold of funds with our bank. An apology and taking responsibility (instead of trying to pretend they had done nothing incorrect) would have gone a long way, and if they had immediately removed the charge instead of making us wait a full day I would have nothing to complain about now. The room itself was clean and nice and the whirlpool tub was awesome. But the room was extremely hot and no matter what we set the thermostat to it would go right back up to 78. Also, the bed was really uncomfortable and completely lopsided the first 2 nights. One night when walking through the lobby we heard a staff member explaining to someone checking in that underneath the covers the mattress had dials on each side to adjust firmness to your liking. We changed ours and that fixed the problem but it would have been nice if someone had explained that to us when we were checking in. Overall, the hotel was nice and the staff really were friendly, but if we were in the area again we would definitely stay somewhere else.

  • Stayed May 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Kristopher N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KanaHotelGroup, Manager at Hilton Garden Inn Nashville/Smyrna, responded to this review, May 28, 2014
Thank you for reaching out to us via TripAdvisor. Please know that your satisfaction is of the utmost importance to us, and we apologize for the mismanagement of the situation, and for the frustration you faced. We appreciate you choosing to spend your anniversary with us as we are dedicated to ensuring your satisfaction, and we hope you will give us another chance to show you the complete quality stay you deserve should you return to our area in the future.
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502 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (21)
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English first
Angola, Indiana
Level 6 Contributor
200 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 62 helpful votes
Reviewed May 13, 2014

Traveling from Florida to Indiana, this proved to be a good stopping point after a long day...expecially thru Atlanta. The front desk was very helpful, the rooms in perfect shape and the restaurant was great. Had some good wine and dinner in a relaxing atmosphere with a great server. Easy access to the HWY and shopping, restaurants, etc all available if you needed them. Would definitely stay here again.

  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank PattyFortWayne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KanaHotelGroup, Manager at Hilton Garden Inn Nashville/Smyrna, responded to this review, May 20, 2014
It is nice to read we here at the Hilton Garden Inn Nashville/Smyrna were able to provide you with a great stay and some good food after a long day. Thank you for your nice review and we hope to see you again soon.
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Columbus, IN, United States
1 review
Reviewed May 7, 2014

Quiet halls/rooms. Excellent made to order omelette for breakfast. I loved eating on the actual glass plates with real silverware and a cloth napkin. The lobby was inviting and comfy with places to relax and chat.

  • Stayed May 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Regina B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KanaHotelGroup, Manager at Hilton Garden Inn Nashville/Smyrna, responded to this review, May 13, 2014
We are glad to read you will be staying with us again here at the Hilton Garden Inn Nashville/Smyrna. Thank you for such a nice review and for your business.
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waterford, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed May 5, 2014

Our room never was cleaned even after 2 requests.The front desk then informed me that they have had service like that and I should not be so upset. dirty towels, someone else left toe nail clippings and old hanger swinging from curtain rod. Too add even more insult to our stay the manager promised a credit 8 days ago and still nothing

  • Stayed April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
1 Thank Richard F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KanaHotelGroup, Manager at Hilton Garden Inn Nashville/Smyrna, responded to this review, May 13, 2014
Thank you for your feedback. We are glad you chose our hotel during your recent stay in the area and we apologize for the housekeeping problems you experienced. Unclean rooms are not typical at our hotel and we appreciate you bringing this to our attention. We will make every effort to ensure our rooms meet the highest housekeeping standards and that our guests are 100% satisfied with their stay. We hope you will give us another chance if you visit this area in the future.

Thank you,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Haven, Connecticut
Level 2 Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed May 4, 2014

We had been staying at a hotel near the airport that was a total dump. My husband and I got no sleep whatsoever at this other hotel and we desperate for some sleep before my sister in laws wedding later that day.
We called Paige at the HGI at 800am looking for a room and even though it's not their standard policy they had a room cleaned and ready for us by 1030am. We were thrilled to be able to take a nap and shower in a clean room.
While this hotel is a little further from downtown Nashville than I'd like I still feel it was worth the extra 10 minutes in the car.
We'll definitely keep this on our list of places to stay when we're back visiting!

  • Stayed April 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Miss_New_Haven
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KanaHotelGroup, Manager at Hilton Garden Inn Nashville/Smyrna, responded to this review, May 6, 2014
We are very happy we were able to provide you with the room early so you could rest before the wedding. Thank you for such a nice review of our hotel the Hilton Garden Inn Nashville/Smyrna. We hope to be seeing you again on your next trip our way.
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1 review
Reviewed May 1, 2014

Excellent business hotel with full service restaurant and bar. An excellent home away from home. Good exercise facilities and beautiful pool. The staff is friendly and helpful. The room was clean and fresh smelling and the bed very comfortable.

  • Stayed April 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank ronniet942
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KanaHotelGroup, Manager at Hilton Garden Inn Nashville/Smyrna, responded to this review, May 6, 2014
Thank you for saying you think we are an excellent business hotel. Your review of our hotel the Hilton Garden Inn Nashville/Smyrna is greatly appreciated.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Montgomery, United States
1 review
Reviewed May 1, 2014

The staff at this hotel was super and I will stay here again. The room was large and very clean. The lobby was warm and very welcoming.The staff greeted me with a smile and hello,they even offered me snacks up my arrival.

  • Stayed April 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Anthony R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KanaHotelGroup, Manager at Hilton Garden Inn Nashville/Smyrna, responded to this review, May 6, 2014
We are glad you think we have super service here at the Hilton Garden Inn Nashville/Smyrna and will give you a warm welcome upon your return. Thank You!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn Nashville/Smyrna

Property: Hilton Garden Inn Nashville/Smyrna
Address: 2631 Highwood Blvd, Smyrna, TN 37167-9303
Phone Number:
Location: United States > Tennessee > Smyrna
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Smyrna
#4 Romantic Hotel in Smyrna
#4 Family Hotel in Smyrna
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn Nashville/Smyrna 3*
Number of rooms: 20
Reservation Options:
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Also Known As:
Hilton Garden Inn Nashville/Smyrna Hotel Smyrna
Hilton Garden Inn Smyrna
Hilton Smyrna
Smyrna Hilton

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