Courtyard by Marriott Nashville Green Hills — Hotel in Nashville-Davidson

The area is great, nice mall and shopping plaza nearby. The hotel is nice and it is clean. The only major downfall is that staff training is lacking. This is one of many contributing factor to the satisfaction of your stay and can certainly make or break your stay. Unfortunately, this is not a corporate Marriott, this is a franchise Marriott and I feel that the lack of professionalism and training may have do with that. I came for business and then stayed to enjoy the city for the remainder of the weekend. My husband joined me and the initial room for business was booked under my Marriott Bonvoy card and was a 2 bed queen room, since my husband would join me on the weekend, I asked to be moved to a king room. The representative was new, I understood that, and I was as patient as possible. The representative discussed with her manager if I could be moved to the king room as the remainder of the stay was also a king room. I was told it would be an additional charge, I said fine (but thinking in my head, I’m a bonvoy gold elite, couldn’t that be waived?!) I let it go. The manager never came and cross checked any of that exchange. When it came time to my business “check-out” date i got a call at 12:30 pm (while we were in downtown enjoying the day) asking me why I hadn’t checked out of my room, (me thinking, I would have late check out anyway due to status and I thought it was understood that this card would be held for incidentals for the reminder of the stay) the representative asked to email her our confirmation as she had it notated that my husband booked 2 queens (which was not true and we have the reservation to prove that it is in fact a king) then she discussed with her manager and said it was as taken care of. When we get back to the hotel to provide the card for incidentals for the new check-in, I asked to speak with the manager, unfortunately she was not apologetic, looked at my like I was an inconvenience and didn’t want to do much about it. At the very very end of the conversation she said “we may be able to offer you points for the inconvenience” as she walks back to her office and provided no further detail. The representative at the desk was also agitated and aggravated and it was very much noted by her demeanor as well. We use Marriotts regularly and never, have I ever encountered the lack of professionalism like this one. Especially from a manager. Surprisingly this is my first review on any Marriott hotel, which has prompted me to go back and commend all of those who have made many of my Marriott stays very memorable and check-in a breeze. My husband was very much taken back about the whole situation (which he witnessed). This is a first for us after numerous...

My husband and I stayed at the Courtyard in Nashville from Feb 11 thru the 16th. Our room was very clean when we arrived. But because of COVID, no housekeeping was provided during It seemed difficult to obtain any extra towels. Coffee and cups were non existent. Trash was taken out by me, which I understood Our bathroom had ants in it, which I didn’t report, realizing it would do no good. Then an ice storm hit Nashville on Valentine’s Day. The hotel bar was closed, so no food available. I had 9 people to feed. My husband went to a nearby grocery store but they were closing. All restaurants were closed or else booked solid because of Valentine’s Day. NONE of that was the hotel’d fault. It just would have been nice if the hotel bar was open for food. The next day my husband and I checked out. Went to airport. The roads were icy and treacherous. We were. Literally on the plane, being de-iced, but the plane was icing up quicker than it could be de- iced. I quickly called the Courtyard back to book another room. I was told there were no openings. Now here is where YOUR HOTEL REALLY SHINES!!! I explained our situation to Tony, told him flight was canceled, and that my son and family, including my two precious grandchildren, who live in California , were still there. Yes, I played the Grandma card! TONY did some checking around, and said our room had not been cleaned yet- did we want the room back?? We jumped on it and were able to be with our family, first time since COVID hit, for one more day!!! Thank you Tony!!! A true blessing! I think under very tough circumstances, your staff were T their best! One of the front desk ladies was mopping the foyer floor to keep it clean. Everyone smiled and was pleasant. They were dealing well with very tough conditions. I want to add that of our group of 9, 5 of the 7 adults have received both shots of the vaccine. 2 aren’t eligible yet, and the last 2 are a toddler and an infant. We wore our masks and washed our hands and adhered to all hotel safety rules. At one point on that wretched valentine night, a sprinkler head froze and broke in the parking garage, and an ear splitting alarm went off for @ 15 minutes. Again your folks at the front desk were amazing, explaining what was happening, even as firemen trudged through your lobby, with the trucks in full battle mode outside. One employee, a pretty young lady with blond hair, was very patient and even Apologized for it, in NO way anyone’s fault....

The experience in general was decent. Starbucks in the lobby. However, when we booked our hotel room we were sure to figure out our budget. We had planned our trip around the cost of our hotel. The manager who checked us in gave us a price of just over 1,200 which was $150 a night for our 8 night stay. We did the math in the lobby with her the first night we checked in on my phone calculator and I had even said “wow only $150 a night” with a smile on my face. We proceeded to plan our entire trip spending around that. The initial confirmation email said $1,820 and when we asked the manager in the lobby, the first night at our check in, she said that the overcharge was to verify that we had funds in our account to book the room and that we would get the overcharge back. Upon checkout we saw it pulled all of that money out of our account. When we spoke to the same manager that checked us in she said that that is the room rate and there’s no way we would have gotten a room for $150 a night. We were charged $620 more than what we were told at check in!! I am sick. Our trip would have been very different had she not given us that original price for our stay. We were sure to calculate taxes and all before staying so we knew what we could afford as would anyone on a trip. They offered us NOTHING and sent us on our way $620 behind. We travel all of the time and I have never experienced anything like this with a hotel. It’s bad because we asked her several times the first night because we were shocked at the great room rate. She assured us that was our price and we were excited. Even if she accidentally said 1,200 several times at check in that is her mistake that has impacted our bank by $620 now. They did nothing to make this right. 😭 Always have them print your original bill at check in for you so they can’t change it on you like they did to us. Possibly even have the manager sign and date it. I wonder how many other people have lost hundreds to this.. luckily we had the money!! Be careful here!

UPDATE 7/19/22 the hotel reached out to say they are “sorry for our experience and see how it could be frustrating” and this company did nothing to make up for their terrible mistake. We are down over $600 because of THIS HOTEL. They owe us. I’m literally never one to complain over simple little things, but $600 is a huge deal! Probably half of their paycheck. They would hate to be in...