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.
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- Also Known As:
- Hilton Garden Inn Nashville/Smyrna Hotel Smyrna
- Hilton Garden Inn Smyrna
- Hilton Smyrna
- Smyrna Hilton