AC Hotel Nashville Downtown — Hotel in Nashville-Davidson

Do not stay here. Long time Marriott Bonvoy member here. Before I go into what has been nothing short of terrible, I will give a shout out to The front desk manager, Gabriella. She was kind, helpful and knowledgeable. But other than that, our experience with the staff was subpar at best. We are here with a group of friends and we’re relaxing by the pool yesterday having a great time when one of the bartenders approached us and had a fistful of empty Miller Lite cans asking us if they were ours, we said no - I was very clearly drinking a High Noon, which was right next to me. My two friends weren’t drinking anything except for the bottles of water from check in. We thought the experience was odd but brushed it off. 30 minutes later the bartender came up to me specifically and told me I had to leave the pool because I did not buy my High Noon there, and proceeded to tell me that they don’t even sell High Noons. I was in shock because it made absolutely no sense I said “I brought it down from my room and I had it there for the entire two hours we've been here and when you were over here 30 minutes ago, you didn’t say anything. Can I just give you my empty can and stay at the pool?” He said yes that would be fine. The entire experience was so odd. a minute later, my husband came up to me and said I was just kicked out of the pool. I asked him what happened and he said that the bartender approached him and said that he came by earlier in the day and asked if anyone was drinking Miller Lites and my husband said no because he was sitting in the hot tub without a drink. Then the bartender came by right after he tried to kick me out of the pool and told him he had to leave the pool area because he said he wasn’t drinking, but he knew he was. He was sitting in the hot tub without a drink! This whole story is so bizarre that no one in our group could even figure out what was going on. We were super peaceful, chilling in the pool and hot tub and laying on our chairs. Only three people were drinking, and the drinks were bought up at the bar with the exception of the one can of High noon that was brought down from the room.

My husband and myself walked in to the hotel and flagged down a manager, Kurt, where we told him the story and he looked perplexed and then proceeded to let us know that that is not their policy and he apologized for that and said we could go back in the pool. My husband and I walked back into the pool while everyone stared at us because the bartender had made such a big deal of it and everybody noticed. Thankfully, my husband and I don’t care what strangers think, but we felt tremendously attacked and harassed by the bartender. Our group of friends talked about this all night because it was such a crazy and odd experience and felt especially targeted.

The manager Curt was walking around the pool area and my friend flagged him down and let him know that we felt harassed by the staff and he just blew it off in front of our entire group like it was no big deal. He even proceeded to say that him and I talked and I was OK with everything. No!!! I was not OK with being harassed by a staff member at a hotel that I am paying a lot of money to stay at.

The bed in the room is OK, I think our room is on top of the air conditioning for the entire property because it is so obnoxiously loud that it woke me and my husband up whenever it turned on throughout the night. I also asked at check-in if any upgrades were available because of my Gold status-but was told there was no upgrades available and then asked if I would be willing to take a downgrade! Gabriella let me know that they were over sold for the night And asked if I would take a room without a pull out bed on the couch, I graciously said of course, because we aren’t going to use a pullout couch. It’s crazy that they can ask me to downgrade and then put me in a terrible room. Once again , bizarre.

That is my review, I have never left a poor review on Google before, but then again I have never been harassed like this...

I don’t write reviews often, but felt the need to write one for the AC Hotel Downtown Nashville. I am a longtime Marriott member and travel often. This was by far my worst experience ever. Booked my room about a month in advance, seeing that a lot of hotels were selling out quickly. We were flying in on 4-14 and leaving on the 16th. I booked my room directly with the hotel via the BonVoy app with my credit card on file. At 2pm on 4-14 I received an email that my credit card was declined and my reservation was canceled. Within 3 minutes of receiving the email, I called the hotel directly and spoke to a gentleman who apologized and quickly rebooked a room and said he would go ahead and check me in. I verified everything was good and he reassured me it was. We arrived in Nashville at 6pm, opened the BonVoy app, pulled up the hotel and used the directions to get to the hotel. Valeted our car and proceeded to the 6th floor to check in. After telling the front desk gentleman my name, the manager on duty Katherine immediately stepped in and was extremely condescending and informed me that they had tried contacting me because my credit card and my reservation had been canceled. I told her I called immediately after receiving the email and she kind of laughed and asked who I talked with. I did not know his name, but showed her the 6 min call and she then asked for my confirmation number. I opened the app to my surprise the reservation was not there. She again laughed and said there was nothing she could do. I was extremely upset knowing all the hotels in downtown were sold out. She smiled and said have a good night. We returned to the street level and tried finding a hotel with two beds. Nothing within a 40 mile radius of downtown. While searching I was able to find both my confirmation numbers. The original one and the second one when I called backed. I went back to the desk and gave them the confirmation number and again was told in a extremely rude way that my credit card was declined and my reservation was canceled and to have a good night. I ended being able to book a king bed at the Joseph next door. Wow!!! What a different experience. Front desk lady could not believe our experience and was able to get us a 2 queen room and even lowered our rate, which was not expected. I have never been treated so poorly at any hotel property and it really ruined our first night in Nashville. Once getting home I reviewed my emails and found an email in my junk folder from 8am Friday morning saying they had tried to run my credit card and I had until 5pm to respond. I guess that was not the case. I emailed Juan the general manager explaining everything. After a few days I still had not received a response. So I sent a follow-up. He finally responded that he talked with the employee that rebooked my reservation when I called back and he was new and should have got a new credit card. Never acknowledged or addressed any of the other concerns. It is extremely apparent that customer service is not this properties top priority. The hotel must have been oversold and I was the easy way for them to free up a room. Once finding out my room had been canceled because of an issue with my credit card, I immediately updated the credit card info on the BonVoy app. I know it’s my responsibility to make sure the saved credit card is the correct one, but I certainly don’t agree with just sending an email the day of and canceling the reservation without calling, especially with a loyal Marriott customer. Needless to say, I would highly recommend the Joseph or other Marriott properties that are not managed by North Point...

This hotel has it’s pros and cons. We ran in to a lot of issues here. I stay in a lot of upscale hotels and do a lot of traveling throughout the year. Cleanliness is VERY important to me and so is location and security. We booked a Junior corner suite for the weekend with a balcony. Pros: •This hotel is very very nice on the inside. The rooms are comfy, it smells wonderful. It is not and does not look cheap by any means. Very impressive. •The view of the city is wonderful. •You are within great walking distance to downtown and PERFECT walking distance to Bridgestone arena. •This hotel is very secure, you have to swipe your key card to operate the elevator even, it makes you feel very safe. And to even enter the hotel. •The room is very spacious and the TVs are very large. •The shower is very nice and has extremely hot water. •His and hers sinks. •The pool area is fabulous. •Valet is fast and in my opinion, worth the money spent because it’s secure and they are polite. I’m not parking my vehicle in a random lot across the street for anyone to break in to, to save $15.

Now for the Cons: •I did not realize while booking, nor does it mention that this hotel is 3 in one. The AC, Spring Hill suites and the residency inn. It’s confusing and the signs don’t offer much clarity and it’s a bit hard to realize it’s a hotel because it blends in with the surrounding buildings. •We arrived at 4:04 while check in is at 4, and had to wait 2 hours to be checked in to my room that I booked a month before hand, the front desk said they would call us when it was ready and I had to actually approach them 2 hours later and they let me know it was ready. So how long did I sit and wait and waste my time? Because of the two hour wait, we lost an entire activity that we had planned in that time frame because we were trying to beat a storm that was coming in and we did not plan to wait that long, which resulted in us having to extend our stay for another day just to do the activity. The staff did give us a discount on the two days originally booked, but not the 3rd, unsure of why. •Some of the staff is polite, some are just flat out rude. •I’ve been here 3 days and there was no room service, even though we requested it through the app and it said “all done” only to come back to the room being untouched, I had to go to the front desk and request them to come get our trash and towels and bring us wash cloths (which I requested 8 hours prior and even left a note in the app) I told the lady at the front desk that I didn’t want to just throw my towels in the hall or my trash because that looks awful on the business, and if I saw that outside of a room I’d think I was staying in a low end, trashy hotel. She advised me to do it anyways. So, imagine doesn’t matter much. •Paid almost $600 and don’t have a bathroom door, I notified staff and they offered to move me to another room BUT without a balcony, which was the whole reason I booked this room. •Some of the staff could actually care less, they act so bothered that they are helping you when you come to them with an issue.

Overall, the hotel met all my LARGE needs. It is safe, it is clean, it is secure, it is in a spectacular location. My small needs however, were not met. I don’t believe that I should have to approach the front desk to be told my room is ready when they said they’d call me. I believe that I should have a bathroom door or that room shouldn’t even be advertised. I believe that when it says room service is “all done” it should have actually been done. It might have been worth the money spent if the small things had been...