Courtyard by Marriott Nashville Goodlettsville — Hotel in Goodlettsville

I recently stayed at your hotel and was very disappointed in the customer service.

I arrived at 6am on Friday 11/4/2016. When I arrived there was only a short blonde female representative at the front desk. I didn’t get her name. I stated that I would like to see if I could check in 2 hours early. She said that you all were sold out the night before and she wouldn’t be able to check me in until regular check in time. So pointing to the mobile check in box you are advertising, I stated that I received an email that said I would be able to check in at whatever time I specified if I download the app and select a time. She stated “I cant just throw someone out of their room. I can take your number and call you as soon as a room becomes available.”

I just stood there in total awe of what she just said. Because I was just standing there in silence she said “Do you need something else?” I said So you don’t really plan to call me?” She said What? I then just stopped talking because at this point I was contemplating canceling this reservation all together. I asked was she the manager she said NO I said great then that mean someone here possibly knows how to give good customer service.

I gave her my number and proceeded to the lobby. Then I got dressed in the bathroom at 8am so I could attend the event I was in town to attend.

Before I left I asked another female representative to have Robby (sign posted said he was manager on duty) to give me a call so I could share how disappointed in the service this morning.

Since this didn’t happen I can only assume that Robby didn’t get the message or as a team you all discussed the situation and didn’t feel that I needed an apology.

Today I write this email to just share that I stay at Marriotts often, and my mother is platinum with you and we just booked our next Marriott stay in Houston for Thanksgiving. So this will not at all deter us from continuing to love the Marriott brand. But as for this particular Courtyard, when I return to Nashville I will not stay here again.

When a customer complains about a situation it has been my experience that one would try to make sure they aren’t “SOURED” to your site or brand. But I don’t think you all care at all.

UPDATE - The above is an email I sent to 3 managers at the hotel and now 4 days later and no one has...

I booked at this Courtyard specifically because I called to ensure they had cribs (as advertised) as I would be traveling with my 1 year old. I must have spoken to someone from the corporate office who said that all of their locations have cribs and pack-n-plays available. However, upon checking in, I was informed that the 1 crib this location had was broken and they didn’t have any other cribs available. My jaw dropped in shock and panic! I survived a long flight with a wiggly one year old, so this came as a HUGE disappointment as I was already exhausted and knew both my daughter and I would not be sleeping well.

Then, after a VERY long and restless night of very little sleep because I had to share a bed with my one year old and terrified she would fall of the bed in the middle of the night, I went out to get the breakfast I had included in my reservation. I went to the Starbucks looking counter and asked the staff where the breakfast was. The staff seemed confused. I then asked the front desk women who avoided eye-contact with me about where the breakfast was. She informed me they close at 9:30a. It was 9:29a! Now, I had thought it was open until 10a so I may have misheard the staff upon check-in but the front desk women just said sorry, they shut everything off and I missed it. With total shock and frustration, I asked then if they could do anything or if they still have anything available to offer me for breakfast? Or if I could get it refunded from my bill. She said because I booked through booking.com she couldn’t refund me. At that point I couldn’t help the tears from coming out. All I wanted and needed was a cup of coffee and some breakfast for my daughter. This woman had no sympathy for me, her customer. The only grace she gave me was I could grab something from the convenience market they had which of course is all processed and packaged foods. Nothing of real nutritional value for breakfast. The tears came rushing down my face. Even other guests behind me had sympathy but no customer support and effort from the front desk woman. I know this might sound just like a sob story but it really was the worst hotel customer service experiences I have ever had. Save yourself the tears and...

I hate to leave such a bad review, because I love Marriott hotels, but this was one of the worst hotel experiences I've had in a long time. I got locked out of my room three times due to a faulty door battery. Each time I couldn't get in to my room the staff would say, "There's nothing we can do. You will need to wait for the General Manager to arrive to fix it." That's not what you want to hear, especially when its late at night or when you're on a tight schedule. The first time it happened, the GM arrived and got me in the room after I waited for a time in the lobby. He promised it would be fixed the following morning. After I left that morning, I had to make a quick trip from the conference center I was at and come back to the hotel to pick up something I had forgotten. The door was still broken, the GM wasn't there, and I didn't have time to wait for him, so it was a wasted trip that resulted in me not being able to get what was needed. The person at the front desk promised the door would be fixed when I arrived that evening. When I returned, it was still broken, and the girl who wasn't able to get me in the first night still didn't know how to get me in my room the following night. After the first two instances, I assumed the GM would have trained his staff on how to resolve this issue, but that wasn't the case. I eventually got into my room that night, and sadly, nothing was offered for my inconveniences except a free drink. At check out, I had to ask if any form of compensation would be offered for my stay. This should have been offered my first night. When I asked for compensation, the lady at the desk said she couldn't authorize it, and had to wait on the GM... who again wasn't there. Again, I hate to write this review, because the facilities were nice and the staff, though unhelpful in my specific situation, was very nice. I think it comes down to the training provided for front desk staff. They should have known how to resolve the door issue... or... had the perceptiveness to offer another room/comp my stay from the start. Maybe my situation can elevate the training and knowledge in these areas for...