Staybridge Suites Mt. Juliet - Nashville Area by IHG — Hotel in Mount Juliet

This was a very very nice location but has multiple issues. Co-worker latch on door locked him out and the hotel manager told him to go to the exercise room get a pair of the free head phones and throw it over his lock to get in his room or either just kick his door and he has more doors. Another coworkers keys wouldn’t work anymore for his door and he went to the desk to ask them to get him in his room. Their master key machine wasn’t working for him to get back in his room and they actually didn’t know what to do to get him in his room and he was left outside of his room for at least four hours. The maintenance person never came, but they did get someone on the phone, but he would not come out to help my coworker had to stay in myroom. My brand new pair of Jordans, which are shoes was left behind in my room. I didn’t realize it until I was halfway home to Atlanta. I called and the front desk lady told me she would go to my room and check and see if I left them and she would give me a call back. I waited and waited and waited and waited for a return call. I made it all the way back home and I called later on to see if she found my shoes. They told me they didn’t find anything in my room and I know I left them in the closet on the top shelf so that means Their workers have stolen my shoes out of my room. I told her to have a manager call me no one ever called me. I’m just getting back in town off business and I called them back and they tell me there’s nothing. The manager is gonna be able to do since it’s been so long, but I already talked to someone up there the day of the incident and the next day I told her if I have to get my lawyers involved because those were a very special gift from someone. so basically I’ve been waiting for at least three weeks to a month for someone to reach out to me and let me know something why I’ve been out of town on corporate corporate business and I’m calling them back today as of December 7 and they tell me their manager isn’t going to do anything about it because it’s been so long, but I have already talked to them numerous of times in the beginning to get this resolved. No one has done nothing I am very angry. I’m very upset because it was a nice location, but it just had so many issues. The cook was nice and I never thought that housekeeping or a business would steal from a customer. I am just so appalled so basically they are telling me I’m just going to have to take my $500 gift from someone as a lost, I will steal have my lawyer get in contact with them because this is not fair to me my corporate company nor the person who spent their hard earned money on me for me being a good person.I would love to get...

This Staybridge Suites is a beautiful property with tons of restaurants and shopping nearby. It’s 15 minutes from Downtown Nashville and 10 minutes from BNA. It is in a great spot.

This hotel is brand new, like two weeks old as of this review. Rooms are nice, modern and clean. The mattresses are incredibly comfortable, and they offer a nice breakfast every morning as well as dinner some nights. Staybridge is an extended stay hotel, so they do things a little different depending on your length of stay. Housekeeping is not like other hotels but it is similar, and you will not go without service. The pool looked nice, although I did not get a chance to swim. They do not have a hot tub, unfortunately.

They are experiencing some growing pains and seem to be having a problem with booking errors and personnel. We had issues with our reservation and saw the fallout of one of the desk clerks quitting on them while we are there. These issues will surely work themselves out over time. Below is the long version of our issues.

We booked out 2 Bedroom suite two months ahead of our visit, but the morning of our arrival the manager called and said they did not have our room. He explained that the website is broken and is allowing people to book these suites when they do not have them. The property only has 4 of these units. So he offered to get us into two separate rooms, upgrade them to king beds and credit our account with some IHG points.

When we arrived the front of house manager didn’t know anything about it. So, she had to call the other manager who directed her through the process of getting us the rooms. They did not have the king rooms he offered, but they did get us into a room for the night. The next day I followed up in regards to getting out rooms upgraded, and the same front of house manager said she would figure out how to get it resolved in the computer and give us a call. She went home and ever addressed the request. On our final day after much frustration, they finally offered us the upgrade be we were leaving early in the morning, and it did not make sense to swap rooms at 10 pm when we were checking out at 4 am. They did offer us a bill credit for the hassle which was appreciated, but the entire process was a real pain...

Great new property approximately 3 months old with a lot of potential but as best I can tell, poor operational management results in dysfunction.

The staff I dealt with seemed to try to do their best.

I planned to speak with the manager Sunday morning, who seemed very courteous and genuine, in a low key way but he was busy with another guest and left before we returned in the evening.

Employees don't appear to be empowered--the little example being that an employee, at the very least, should have been empowered to buy plastic utensils for breakfast as a temporary measure.

It appears a final walk-through was never done after construction as one exterior window pane was cracked, window treatments were lacking in the living room, the bathroom door would not close/lock, there was a spare curtain handle laying around apart from some of the cons and the security items mentioned below.

None of the above items is truly important in the big picture.

Only 1 thing prevents me from recommending the hotel which is poor security in our experience:

1. our room door did not have a safety latch--in fact, there were 3 screw holes in the door jamb but nothing else

2. only the top window latch locks could be closed while the bottom latches of the 2 windows were either broken or unable to close.

I work in manufacturing and understand there are problems whether launching a new production line or a new hotel and believe all the items mentioned above can be overcome if properly managed.

Pros

New, modern

Nice 1 bedroom layout

Well functioning appliances/plumbing/AC

Good breakfast/offerings

Diligent breakfast staff

Certainly the best sofa bed I have ever experienced in a hotel

Cons

No clothes rod in closet (wife big negative)

No iron nor ironing board (wife big negative)

No dishwasher soap (wife eventually got some)

2 shampoo dispensers, no body wash dispenser (wife eventually got some)

No disposable coffee cups in lobby (not a biggie)

No forks Saturday and Sunday breakfast, ran out of forks Monday breakfast

Room service requested Saturday did not happen; Sunday request fulfilled but...