Sleep Inn Nashville - Brentwood - Cool Springs — Hotel in Brentwood

ZERO STARS! READ THIS At check in, I believed at first might have been the owner, but later I found out it was not. He was super friendly and I thought he was being helpful and honest, but again, he was not. I'm a platinum member, nearly a diamond member by 3 nights stay away. I've been extremely loyal to this chain of hotels. I checked in with a group of adult family members. I had reserved two, two queen bed rooms. At the front desk, I told the gentleman I had two pets with me that would be staying in my room and the other room would have no pets. He immediately told me, "there's no pet fees for platinum members" shocked, I replied with OH! Okay, I didn't know that. He jokingly said "I can charge instead you if you'd like, but ya there's no pet fee for platinum members" So, happy about that, we went to our rooms. The following day, we decided to extend our stay for another night so we went to the front desk to extend it because the app wasnt letting us reserve, it said the hotel was sold out. At the front desk, we were met by three women working behind the desk. I said I wanted to extend my stay and that I still had the two pets and reminded her that I'm a platinum member so the pets would stay free. She said "NO, thats NOT true, theres a fee for pets, who told you that?" So I explained the clerk who checked us in and she asked me to describe the person. She again said pets don't stay free. I reserved my room, paid the pet fee $50 plus tax which came out to $58.88 and we went on our way for the day. The following morning I checked my credit card and found two pet fees charged to my room instead of just the one charge that I had authorized. We went up to the desk and the same girl was there. I told her I had not authorized the charge on my credit card and the first clerk told me there was no pet fee, and she needed to refund it. She told me she asked that male employee if he told me that and he denied ever saying that to me and started accusing me of bringing pets that weren't declared at check in (which they were plus they were declared on my reservation submission) she got all animated, loud and sarcastic and started calling "listen, sweetheart" and there was no reason for her behavior, I'm a senior citizen, she was so unprofessional, verbally abusive, condescending and sarcastic and the only real way to describe her behavior is like she is straight out of the projects. I told her I was going to dispute the charges with my credit card company, as I never authorized the extra charge because I was told there was no fee. She then said she was going to file a complaint against ME with choice hotels, which I told her to go right ahead because I was going to be doing the same. I went back to my room and told my daughter that had just happened, so she went up there with her husband, to try to clarify with her what had just happened and she actually did the same thing to my daughter but she physically came charging around the desk at my daughter to get physical with her! My daughter asked her if she was seriously coming at her to get physical and her smart comment was "I'm coming over to introduce myself to you" the other two girls behind the counter were laughing and the other employee, a black man sitting in a chair over to the side, didn't even want to look, but she walked over to him and they started chatting. My daughter asked for names and was denied, she asked who the general manager was and she was given a card which after filing my complaint with choice hotels, I was told "I can assure you, that is not the general manager, the general managers name is _" (I'll keep that private) Unbelievably tacky, rude, and abusive and I would NEVER RECOMMEND ANYONE STAY HERE! This place is employed by hoodrats. No better way to describe it. *CHOICE HOTELS? WHAT ARE YOU GOING TO DO ABOUT THIS? *FRANCHISEE, WHAT ARE YOU GOING TO DO ABOUT THIS? I WANT ANSWERS!

*And trying to discredit a review with your response is pathetic. My review is 100% truth.

**If you found this helpful in making your stay...

We just stayed at the Sleep Inn Nashville in Brentwood, TN. We originally had a reservation for one room, but when we checked in, it was so small for our group that we requested an additional reservation for the adjoining room next to our room to split up our group.

Shortly after checking in, a gentleman came to the door asking if our toilet was working. He didn't introduce himself, say that he worked there, or have any sort of uniform on, so I first thought he was another guest at the hotel. But, apparently, there was a problem with the toilet in that additional room to begin with and as soon as we tried it, we saw that there was for sure. So, he said he would be back.

No one came back that day. I called down to the front desk but they didn't have any update.

The following day, we were without water in both rooms, and no hot water at all in the add'l room, so no one could shower that day. I called repeatedly to the front desk and it only went to voicemail, no one answered. When we left the hotel, there was no one at the front desk to speak with. When we returned for the day, I spoke with the person at the front desk and she said the water was back on but didn't have any update on the toilet issue and would contact the manager. We didn't hear anything further that day.

The next day, there was still no working toilet, although the water and hot water issues were resolved. I asked again about the toilet issue, and again was told they didn't have any information but would get back to me. It was only at this time that it was suggested that maybe we should have moved rooms. If I knew that it wasn't something that was ever going to get fixed, I might have looked into that, but we wanted the adjoining rooms - AND, fortunately for us that we had other people in our party in the adjoining room, so that we could use their toilet. Also, no one from housekeeping had come to either room at all until 3rd day of our stay, so our trash was overflowing, we were running out of toilet paper, and clean towels. When they did come to do the rooms, they made all the beds, but one for some reason.

When we checked out, I was going to speak to the person at the front desk about the issues in hopes of working something out; essentially, we only had use of half of a hotel room. She told me to contact the manager.

The staff when we checked in was very friendly, the person who was able to get us the reservation for the add'l adjoining room was very friendly (although, we were locked out of our room the next day bc they only put the reservation in for one day, not our entire stay). The other staff were not very friendly and certainly seemed bothered that we even were asking about the issues that we had.

Also, just as a side note, the rooms were...

I have stayed in many Choice Hotel properties over the past few years and have always been pleased with the accommodations until this stay. When my wife checked into the hotel, they gave her a room that did not agree with what we had asked for in the reservation. That was easily fixed and she was moved to a room that did meet our expectations as to furnishings. Late in the evening of the first night, the toilet in our room quit flushing entirely; completely inoperable. I reported this to the front desk staff on the following morning (Saturday) expecting it to be repaired while we were out that day. Also on that Saturday morning, we discovered that the iron in our room did not work properly so I asked for another. Having been given another iron, we plugged it in, only to find that it did not work either. At this point we did without a properly functioning iron.

We left the hotel and spent most of Saturday away from our room. Returning to the room at 2:30 pm after being absent from the room since 8:00 am, we found that the toilet had not been repaired. After a conversation with the front desk staff, we were again moved to another room where everything, including the toilet, was in working order. If it had not been pouring rain, I would have moved out.

Later that evening, I called down to the front desk to request permission for a late checkout time the following day and was told that I would have to request that when the morning staff came in. Not wanting to get into some protracted conversation with the day shift staff about hotel policy, etc., we just changed out plans and checked out of the hotel on Sunday morning before the checkout deadline of 11:00 am.

Our entire stay at this hotel was not good. This hotel is certainly not what I expect from Choic...