Best Western Plus Sunrise Inn — Hotel in Nashville-Davidson

Back in August, we chose a Best Western hotel to stay at in Nashville because we’ve had a nice experience with the chain so far. The ‘Best Western Plus Sunrise Hotel’ in Nashville was bragging online about the exceptional customer service they provide and how their customers’ needs are a priority. So, we thought even better. However, from the start we’ve encountered rudeness and maltreatment. After 9 hour drive, we’ve got there and waited in line to get a room. The receptionist, Chocolate, was wearing a thick chain with the logo “Dare me” and was seizing me up and down from the distance until my turn came. I asked for a room and she told me abruptly that they don’t have any room in the entire hotel, hinting that I should leave. I didn’t give up and insisted that I saw online that they have lots of rooms available. You can imagine what treatment I got after I dared her! Anyway, we were tired so my husband tried to talk to her, but she complained to him about me, and only after we’ve accepted tacitly her calumnious discourse about me, she finally agreed to give us a room. Of course, she gave us a room on the highest floor, just in spite because we asked for a lower floor room due to heavy luggage. Obviously, there were lower floor rooms available because she gave those to the guests in line after us.

In the room I discovered a red stain on my bed sheet and there were no tissue. So I called the reception, but she didn’t answer. I went down and she was chatting with a guy, ignoring me. I dared again to approach and asked for the things missing in the room. She didn’t give them to me but decided that she needed to come upstairs to check on things, but never showed up. So, we managed using toilet paper as tissues and me covering the stained bed sheet with my clothes so I would not have to sleep on it.

Next day, we told the manager how we were treated he said he’ll reduce the room price to 50%. That was nice, although it didn’t make it for the stress I’ve been through. In the evening, when we returned from the town we discovered that we couldn’t get in the hotel nor the room with our card anymore. So, we had to approach reception and ask her to let us back in the room as it was her shift again. It was obvious she cancelled our cards, as the one we left in the hotel room didn’t work either.

It started to get scary as to what else she will come up with and decided to cut our trip short and leave the hotel the next day. I didn’t want to leave before I told the manager again what happened and expressed my concern that she’ll treat the same way other customers. Dave, the manager, told us that he made our bill ZERO due to this and he’ll talk to her. We were very appreciative and I was relieved that he’ll make sure this will not happen again with others. Needless to say that when I got my next bank statement I discovered that I was billed for the night and none of his promise was kept. Since then, we’ve tried unsuccessfully to get in contact with him but he’s never gotten back to us. He did get back to the BW customer service people and told them that he reimbursed us. When I asked BW customer service staff for a proof of the reimbursement, they assured me it will be sent to me via email. That never happened. Meanwhile I got an email from BW stating that the case is closed from their end and that they’re striving to provide superior customer service to their customers. I am speechless and so disappointed. Bottom line, I was mistreated by Best Western staff and also stolen from and they don’t take any responsibility to correct the wrong it was done to me and I just have to accept the fact that this is the best...

We needed a hotel near to BNA for a super early flight. Somehow this hotel had decent ratings when booking. It’s in a lackluster part of town which I guess could be considered normal since you’re close to a bigger city center. The hotel clerk at checkin was friendly and checkin was smooth. They’ve made it abundantly clear that they’re staying on top of Covid cleaning protocols even 3 years later. The lobby had an overpowering scent of cleaner/disinfectant and signs for sanitizing were abundant. Not so much upon entering the rooms. The TV channel lineup was basic and I hope soon most hotels will offer smart TVs with streaming apps. We stayed at three hotels on this particular vacation and this one was the only one that didn’t offer that modern convenience. The sheets and towels had stains, granted they did smell of bleach so we didn’t fret too much of them being dirty just old and stained. The shower had residual hair from previous guests and grimy bits and bobs in the walls. My family made sure to not touch the walls of the shower as best as possible. The bathroom was very small and the oversized vanity right inside the door didn’t help. I’m currently sporting a massive bruise on my hip from trying to get into the bathroom and the awkward angle and size of the vanity compared to the doorway and wall was less than ideal. The baseboard/floor trim in the room was pulled away from the wall and it looked as if someone had kicked a hole or something near the floor. The drywall was definitely damaged and needed repair. The AC/furnace unit worked fine but had several broken grate pieces. Lastly for the room, I don’t recall ever staying in a hotel that didn’t have doors to seal all the way around. There was a gap on the bottom of the door for each room I paid attention to. This meant more noise going into the hallways and a less secure feeling in the room. Furthermore, Ice/vending was only available near the lobby rather than on each floor. There was a small in-line water cooler to get fresh water next to the lobby. We didn’t stay long enough into the morning to comment on the breakfast offering but they did have a nice looking automatic coffee machine to make lattes etc. Overall, should we ever need to be near BNA again we’ll be staying at a different hotel across the street from...

If I could give this hotel a negative star rating I would! My girlfriend and I arrived in Nashville on Sunday 3/10. Upon arriving at the hotel via Uber, there were homeless people asking for money in the parking lot. It was in what appeared to be a run down and sketchy part of town too. Once we checked in (pre booked online weeks before), we immediately noticed a foul smell coming from the bathroom in our room. It was disgusting and smelled of raw sewage. There were hairs in the bathtub and the sink was also dirty. There were stains throughout the carpet in the main living area of the room. As well as stains on the bed coverings and pillow cases. The room appeared to have not been cleaned at all. My girlfriend and I were furious, so she started booking another hotel while I went down to request and refund and notify the manager that we would be leaving. He told me we would have to contact Expedia for a refund, so we started that process on the way to our new hotel. Expedia told us they would be reaching out to the manager to confirm that we left/checked out to begin refund process. The next day in the afternoon I got a call from Expedia notifying us that the manager was not answering the phone. Expedia had called several times from 11am-4pm that day with no answer. Expedia said that someone would answer the phone, and then promptly hang up when they mentioned they were with Expedia. That infuriated me, so I began to call to get ahold of the manager. I called FIVE TIMES IN A ROW and I was immediately hung up on each time. I FINALLY got ahold of him on the 6th try! I told him who I was and he remembered me. I told him he needed to stop ignoring phone calls from Expedia and confirm our checkout for our refund. He told me he hadn’t been contacted and I told him he was a liar! I told him that they said he would hang up over and over, and I HAD JUST WITNESSED THAT MYSELF FIRSTHAND! He said he would be sure to answer the next time they called. We have been called by our Expedia rep each day with the same problem! HE WILL NOT ANSWER THE PHONE! It is now Wednesday 3/13 and we have been told that our refund cannot be completed, because the manager will not answer their calls or...