Hilton BNA Nashville Airport Terminal — Hotel in Nashville-Davidson

We travel frequently and exclusively stay at Hilton properties because we typically have enjoyable stays. However, much to our surprise, this hotel was a completely different experience. The list of things they couldn’t do far outweighed what they could.

• They were unable to provide directions—not incorrect directions, but no directions at all. Staff simply couldn’t tell us how to get to the hotel.

• They were unable to waive the dog fee for the second reservation—we asked them to waive it because the first night was booked for business travel, and the second was booked personally to extend our stay and enjoy Nashville. We have done this at countless Hilton properties before, with zero issues, as it is simply an extension of the first reservation, for which we already paid the pet fee. Despite this, the staff refused to waive the fee, citing the fact that there were two separate reservations, even though nothing else changed—same name, same room, same dog.

• They were unable to provide additional towels—our room had only two, and when we requested more, they simply refused.

• They were unable to provide standard resources—we were curious where Ubers could pick us up, so we asked the staff if they could help. They didn’t know. We ended up having to walk across the street to ask an airport security officer just to get an answer. So if you plan to stay here and rely on rideshares, prepare to WALK through the terminal to catch a Lyft with everyone arriving on their flights. Super inconvenient.

• They were unable to promptly clean up throw-up—when we arrived, there was vomit in one of the elevators. It had spread to the second elevator and the lobby between the two. Hours later, after we went out for dinner and walked around, it was still there.

• They were unable to manage check-out properly—housekeeping had no idea when we were leaving. On our first morning, they knocked on our door, thinking we were checking out. We had to explain that we were actually staying for two nights. Then, on our final morning, we had been approved for a complimentary late check-out at 1 p.m.—yet at 11 a.m., housekeeping was knocking on our door AGAIN. My boyfriend went downstairs to ask what was going on, and the staff told him that their system already showed us as checked out at 11 a.m. What a joke! At this point, we had lost complete faith in the staff’s competency and resorted to writing a note and leaving it on the door because we couldn’t trust the hotel to get even the most basic details right.

• They were unable to handle inquiries professionally—when I thought I smelled burning and called the front desk just to check if everything was okay, I was scoffed at and dismissed outright.

• They were unable to answer basic questions—when we asked if there was an ATM nearby, the very aimless response was, “Oh yeah… I don’t know.”

• They were unable to accommodate food delivery—while this was mostly due to the hotel’s inconvenient location, the unhelpful staff made it even worse.

• They were unable to provide functioning room keys—we booked two reservations and requested new keys after the first one ended. We were assured they would work… they didn’t.

We have always trusted Hilton properties to provide reliable service, but this experience was beyond disappointing. I would NEVER recommend this hotel. After being ignored and denied help at every turn, I simply gave up expecting even the most basic level of service. This is not how you run a hotel, let alone treat a Hilton Honors member. Zero customer service....

This is not a hotel for those planning to visit Nashville, more so for those with an early morning flight. The first and most important note: They charge $30 dollars a day for parking! Which is a standard for the airport itself. I purchased through the notorious online scammers Priceline, and this wasn’t mentioned to me until I checked in. This review is not great, but the staff was very professional, when explaining that they prefer that guests book through Hilton rather than 3rd party.

The rooms: clean and updated with smart tv, as it is a very new hotel. Although the tvs are smart, you are limited to Netflix, live tv, tubi, and YouTube. WiFi costs $5-$10 a day, and with the proximity to airport good luck using a hotspot from cell phone signal.

We are at almost a $40 additional charge after booking

No complimentary breakfast, there is a restaurant on the first floor, the one dining experience I had for breakfast cost $16 for a 2 egg western omelet which came with sausage patties, a hash side, and toast. The omelet was decent, the sausage patties were microwaveable, the hash was not good, and the toast was old before it was toasted. To top it all off I had a 6oz glass of cranberry juice for $4 with no refills.

There is a coffee bar that does serve Starbucks products, but it is no Starbucks. My partners words were “it’s a grande in a venti cup” and it was marked up a good 20% over what Starbucks would charge, probably for convenience sake.

Navigating to the hotel parking is kind of a nightmare, once you leave the hotel in your car. My recommendation is take the donelspike exit on 255, which is the second exit off I-40. Go over the hill take a left under the overpass.

I can only give this visit a 1 star, because my interactions with staff was when I checked in and inquiring...

Summary: Cons: Scalding hot water in the sink that was not fixed by the maintenance men. We just tolerated it for 4 days. The shower pressure is very weak. Poor cell service. Mean bartender braided long haired lady with an attitude in the lobby bar. Overpriced rooms for what you get. Lack of restaurant choices. Bar in the 10th floor has limited hours and starts serving at 4 pm. Slow servers in the main dining restaurant in the lobby floor which eventually improved on Day 3 and 4. PROS: Nice manager named Keith that helped us with the issue of that mean bartender who needs to be trained to triage her customers and not choose favorites. Nice front desk manager who helped us out with getting our order in. Friendly bartender on the 10th floor who made us superb drinks. A welcome change from the lobby bar fiasco on Day 1 and 2. Great views on the top floor. Quiet room and we did not hear the airplanes. Slept like babies. Easy access to the airport. Great fitness room. This place is great for 1-2 nights but not recommended for more than that. Expect to see your room charge go from $289-$300 to $414 dependent on the day that you book. Not worth that much for the issues that we had above. The hotel is nice aesthetically and new. We will probably stay at the Gaylord next time as we prefer more food options, nicer ambiance, and better consistent service. As an example, I felt trapped in this hotel due to the lack of food options or venues. So we high tailed it to Gaylord and the nearby mall to eat and walk around. At Gaylord Hotel you will have the run of the place with many options, a mall nearby, and you can even ride a small boat in the middle of the hotel. I would say it was pretty dumb of us to stay in this Airport Hilton :)) Good luck to you if you stay here (for one or two nights...