Embassy Suites by Hilton Nashville at Vanderbilt — Hotel in Nashville-Davidson

My wife and I have stayed at this property several times in the last 18 months as she has had surgery at Vandy and we live in Johnson City Tenn. This last satay was like the last straw. I booked online weeks ahead, get conformation the night before our arrival, so I registered on line and they will send your digital key when the room is ready. The day of check in I got conformation the room was ready with the room # and digital key, They say that you can use your digital key to access the parking garage. In the last 18 months the digital key has NEVER worked. This time we were running a little late so I decided I would try the digital key, as I pull in another car pulled in behind me and Yup the Digital key does not work, So the car behind me has to back out into oncoming traffic and then I do the same, I have to circle the block, go into the lobby and tell the clerk what just happened. His response "Oh yea the digital key never works on the garage haha", so I say why don't you either fix it or stop telling customers to use the digital key in the parking garage? No response, he hands me the room key and says there you go that should work for you. We get to our room and it smells musty as most rooms at this property do, I've left several surveys in the past about this, it's just an out dated property that is in need of serious remodel, but that's a review for another time. My wife goes to the front desk and asks the clerk if she can get extra sheets and a pillow and a can of Lysol because the room is musty. The clerks says "Oh I'm sorry house keeping has gone home and I have no way of getting you those items'. My wife returns to the room and tells me what just took place, So we go back down and I speak to the same clerk and I ask him for extra sheets and a pillow. He turns around goes in the back and comes out with a sheet and pillow. We get back up to our room and open the sheet and it's a crib sheet and it's soiled..... My wife says I'll just get a sheet from the car. The next morning I take a shower and find that one of the four towels were soiled.

We check out electronically and get the bill emailed. The next day when we get home I check the bill and I have been billed Twice for parking, once for $37.00 and once for $40.42 which I find interesting that they charge two different fees for the same thing.

I call the property and spoke to who was probably the same person I spoke to when we were there based on his response. When I tell him I was billed twice for parking he said "Oh yea that happens all the time, It's a god thing you check your bill". His explanation was that because when I booked the room I also paid for parking and when they close out the bill for my stay they automatically charge you for parking.

This is not okay.

Several days later I got a survey and filled it out as you would imagine I did.

A few days later I get a email from Corporate Guest Relations and this is what it says. "Thank you for participating in our stay survey at the Embassy Suites by Hilton Nashville at Vanderbilt. We're very sorry to hear of your experience. The feedback you have shared with our team is insightful and instrumental in ensuring that the hotel improves on their commitment to provide a positive experience. Should you need anything further relative to case # 233318317 . Please reply to this email". I replied to that email on March 3rd 2025 and as of this review March 12th I have heard nothing from Hilton. Hilton needs to rename the customer care department. It needs to be named The Customer DON'T CARE DEPARTMENT.

As a side note the property manager Jennifer Burton did contact me because when they credited my bill for the parking refund I asked for a corrected bill. They were unable or unwilling to send me a corrected bill, so I asked for the manager to call me, and she did and she was able to send me a corrected copy of my bill and in conversation I mentioned that my stay was because of my wife's medical issues, Jennifer said oh well for that reason you get a...

March 23-27th Hilton Brand failed, Embassy Suites Management and team failed my family as well as our business group. Staff rudeness, Hotel room sanitation issues as well as pest problems. Where do I start… March 23 my family and I checked in to this hotel on what was to be the start of a great spring business workshop in the hotel itself. As well as turning it into a mini family vacation for the weekend. What we thought would start out great actually started out below what I would say would be a Hilton Standard. I checked in and was given access to room 937 on the Hilton Honors Floor. I walked in and started my regular routine of inspecting the furniture for possible Bed Bugs. I found no indication of BB’s in this room! I was happy for this as the hotel was full and had no other rooms available. However, what I did observe was human hair on both beds as well as on the sofa pull out bed. The hair was found between the comforter and fitted sheets. Which only mean they just remade the bed that the last renters slept in. The sofa fitted sheet was soiled along with human hair. I also found there to be food on the floor that was not swept or cleaned up. After informing the staff I was immediately given an attitude as if it was my fault. 1.5 hours later it was finally rectified. We had to cancel our reservations we had for dinner at the rainforest cafe due to their neglect in cleaning. Fast forward to Sunday March 26 at 7:30 am. I found there to be a German Roach Nymph in the shower. Further search of the room found there to be a known issue as I pulled out the mini fridge. There was insecticide dust placed down. When I informed the management they were “dumbfounded” and acted like they didn't know of the issue. Behind the mini fridge was also fecal deposit. We also observed German Roaches going across the restaurant bar. When we mentioned this to the bartender they stated they knew about it and can’t get anyone in to treat it for a week or so. Very uncalled for. Also an issue was when my son went to get Orange Juice that was at the breakfast buffet we found that the bottle was expired by almost 1 month. How does “quality control” fail to check dates on their food products. What else are they serving that is or was expired? They took the rest of the juice off the buffet and only had the juice machine available. Being a Hilton brand I would only think one would take the brand’s name serious. Especially when it comes to customer complaints on Customer Service as well as Sanitation of the facility. There are many reviews that date back with similar reviews back to July 2011 that I can. The common denominator is that the General Manager, Scott Balmasseda, is always apologizing. Instead of apologizing fix your issues and have better quality control. I shouldn’t nor should anyone else experience piss poor customer service or rudeness from your team. To be transparent our business trip was with a group of Pest Professionals/Owners from Many different companies. Including a Board Certified Entomologist, Associate Certified Entomologist as well as many others with different certifications. There was several of us including the BCE of our group who sat with the General Manager over this and explained to him what has happened, what should be done, and what’s not being done. Through email communications after the fact the staff still has yet to admit an issue for say, even though there has been evidence of issues in their room(s) with photos. I have attached photos below just from the room my family was in Room 937. General Manager Scott Failed! I know unfortunately transported roaches back to my place. Your 3 night comp for “inconvenience” isn't good enough at this point. You’re failed to provide my family a safe, pest free environment. You ever wonder how many bacteria’s and issues German Roaches transmit? Look it up. My families health as well as others were compromised due to your teams...

Getting wifi from the bed (room 619) was difficult as I kept getting kicked off in favor of the wifi from across the street at another Hilton branded hotel (Curio chain). When I went to tell the front desk staff, they seemed to think I didn't know how to connect my OWN PHONE to wifi, despite being a Hilton member for the better part of a decade, using their wifi for several different devices and even having photos of the Curio hotel site that kept popping up to show them. I was even told that the Embassy promotional code would work on the Curio hotel site, which it didn't. Of course when I initially went to talk with someone at the desk, one staff member was helping a customer on the phone, while the other plainly watched cartoons on his phone without bothering to look up for about 2-3 minutes. Yes, I let him watch to see how long it would take him to remember where he was. Getting the app to register the presence of any door often took minutes; rarely within the few seconds that happens at other Hilton hotels I've stayed at. Coming from the garage later at night made this a sketchy experience and was definitely inconvenient for practically all other doors I used (room, stairwell, gym, 3rd floor garage door, and garage gate entry, when it was actually working). As I was here for work, I wanted to keep my food items purchased from the Sundries area separate from my room and parking charges. So I bring my card to complete the purchase to keep these items off the receipt I need to turn in for reimbursement. My odd hours on this trip had me attempt this at about 2:30 am and I was told that I couldn't buy this way with a card due to "running an audit", but I could credit it to my room and then pay at the end of my stay, before checkout. When I did this, instead of paying for the items ($22 in actual charges) the hotel placed a hold for an "incidental fee" on my card 2x, to the amount of $71.82 each time ($143.64 total). This dual attempt made my bank lock out my card, thinking it was fraud, making it impossible to use my card until I can speak to a bank representative on Monday morning (I checked out on Saturday). This made buying fuel for my 6 hour drive home challenging. Then when I did check out, despite during online check-in saying that I would be using self-parking, I was asked if I had car charges and they changed it to the higher priced valet service, necessitating a call not only to have this changed, but needing to wait until AT LEAST Tuesday to see the adjustment with my work credit card before filing my expense report (which if I don't file in a timely manner for repayment, I have to pay and then request an inconvenient and time-consuming reimbursement). Also, when I checked out, I requested an emailed copy of my receipt, but only received a copy of the food item receipt. Again, needing a phone call to get this emailed to me.

Also, the 6th floor door from the interior heading toward the rooftop area SLAMS shut. This reverberates deep into the room directly adjacent, if not more rooms.

Definitely the WORST experience I've had at any Hilton hotel.

The only good things about this stay was the huge pile of food received at the restaurant. The Chicken Parmigiana is made at the time of ordering and worth trying. There's really enough for two meals, if desired. Also, HattieB's Hot Chicken is right across the street, which is convenient for ordering online then picking up and quickly returning to the room to eat instead of waiting in line for 20+ minutes and receiving your food 15 minutes...