Holiday Inn Express & Suites Nashville-I-40&I-24(Spence Ln) by IHG — Hotel in Nashville-Davidson

This is the email I sent to the hotel (did remove personal info. and fix some errors I found).

Hello,

I am writing because I am disappointed by our last stay.

My son attended college in Nashville, so we have stayed at your hotel several times before. The great service, clean space, and great location were reasons we came back. This time, however, it was a very different experience. The people checking in before us were deciding on if they were going to leave and find another hotel or not. There was a damp, musty odor in their room (down the hall from us). The only solution offered (according to those guests when I talked to them) was to spray down some surfaces as they were fully booked so couldn't change rooms. After we saw our room, I didn't even bother to ask about switching rooms. I have tried to list the things below that we experienced and pictures to show some of what I mean. I am sending this in hopes you are able to get back up to the quality facility we have experienced in the past. We LOVED staying with you. Twice we have brought friends from out of town to stay with you as well. I know that the last time we stayed was before the pandemic, but it makes me sad that things have changed so much. I hope you are able to refund some points to our account, but more that you are able to get back the quality we experienced at your hotel.

Several staff members were not motivated to "be at work" - one was walking around with an earphone in, wearing slides, and often outside, sitting down, on her phone, and not at the desk. It seemed a bother for her to help us. We got there so early based on the flight time. I had called to see if they were able to hold our bags until a room was ready. Before even asking how she could help, she just said check in wasn't until later. We explained and said I had called. They agreed to hold the bags in the office and that a room would be ready by 11. (Great! We are Platinum Priority members.). We spend the money to Uber downtown then to Uber back only to have them say "they never said 11." It was like 2:00 at this point. All four of us heard it and didn't think one of us just "heard wrong." We sat in the lobby area until they had a room. My friends had an upgrade (room 227), and I know that is an option for Priority Club, however we had booked before them so wondered why they received it and not us. Great for them though!

The room was not clean. The facility was not clean. Things were breaking. The hallway had spots that were not mopped up for the whole weekend we were there. Our room had hair on the floor before we used the bathroom. The stairs to the workout room needed to be vacuumed. There was a spill stain on our bathroom wall.

The staff was not friendly about pretty much anything (there was a great young guy working who had the best attitude but don't have any names). I asked if there was a blow dryer because I didn't see it in the bathroom. I was just told, "should be there" and when asked if it wasn't if I could just pick one up, "well, if we have one." This was more the tone than they might not have one (I get that!).

217 was so noisy. It was by the elevator, hall, fire alarm room - went off both morning for several minutes until someone went in to turn it off. I would have called the front desk, but we did not have a cord for our phone.

Things were "falling apart," such as there was no drain plug in our sink, the tub was peeling, the toilet paper holder was pulling out, the towel rack was missing (holes where it was), the faucet was not centered over the hole where it was mounted, the toilet seat was loose and slid around when you were on it. The bathroom floor had chunks from the tub coating and hair that were not cleaned before we arrived. The treadmill did not work and had a pile of cords with hair caught in them. The workout room door didn't work (didn't latch so no key needed - not safe). As mentioned earlier, floors were sticky or hadn't been vacuumed.

I loved the bed, pillows, and sheets! Towels were in the room, so no problem with that, however, two of them had dark stains on them. There was also no lotion, etc. on the counter as I remembered, but maybe that is something HIE no longer provides.

Breakfast was great--good, hot, and great bacon. However, it was shut down exactly at 9:30, so when an elderly woman wanted a refill of juice at 9:31, she was told the machine is off. I totally get having to end at the set time, but it wasn't so much the shutting down as how they made guests feel that they were inconveniencing them by having breakfast. If it was a friendly, "oh, breakfast just ended, but I could get you some water" or something like that, it wouldn't have seems so cold. This wasn't just for that woman. It was just one example.

I know this seems like a lot of complaining. I would rather it seems like disappointment and a way to let you know specifics so changes can be made. I feel as management, you would want to know vs. people just start writing bad reviews and you lose business.

I look forward to hearing from you and receiving points credited back to my account.

Thank you for listening. I wish you the best of luck in returning to the hotel that has provided great service and memories for our...

I wish I could give the staff 5 stars and the manager 1.

I checked in on a Wednesday morning and headed up to my room. As soon as I entered the room, I was hit with a mildewy smell. I left for the day, hoping that it would dissipate, but when I returned later that night, it was just as bad. I went downstairs and had a conversation with a staff member who offered to come upstairs and spray disinfectant and freshener. They told me they'd be right up, but it wasn’t until after two phone calls and 30 minutes of waiting time that they finally made it up. The staff member told me that he really couldn't smell anything and I was flabbergasted because it was a very strong stench. He sprayed and left, and I went to bed. The following day, I woke up to the same foul smell, which hadn’t dissipated at all. When I went downstairs, I heard other customers complaining, but the line was too long for me to add to the complaint pile. I waited until later that afternoon when I returned to my room, only to realize that the smell was still just as bad. I went downstairs and I asked to have the manager call me. I left my phone number and name, which I wrote on a yellow post-it note that was provided to me. I NEVER heard from the manager. The second morning, I woke up and complained again that the smell was powerful, and a nice gentleman who was with the maintenance crew offered to go up and take a look at the machine and see what he could do to fix it. I thanked him and left for the day only to return later that night to the same robust and foul smell. Additionally, that third morning, the shower had backed up, so I asked them to please snake the shower drain. On the morning of my 4th day, I still had yet to hear from the manager; I went to take another shower and had to stand in ankle-high dirty water again because the shower was never snaked. I went downstairs to check out and told Christina that I had NEVER heard from Amy and that I was very unhappy with my stay. The maintenance man asked if the AC unit was any better and I said absolutely not. When I said how disappointed I was, Christina told me that she was going to print out my receipt and put it on Amy’s desk and ask her to call me. I NEVER heard from her. Fast forward nearly an entire week, and I called customer relations and told them my story. I sat on hold for 10 minutes and lo and behold, Amy actually called me. She had the nerve to tell me that I had told her that my stay was satisfactory while checking out. This was a blatant lie as she was not there when I checked out, and I told her so. I then called back to the hotel to confirm with Christina everything that I said above was true, and Christina confirmed my statement. Do yourself a favor and make sure that their AC system has been fixed before you book a room, and ask if they have hired a new servicing crew. One of the staff members told me during one of my many visits to the front desk that they had just fired one company, and that was why we were experiencing the foul smell. While the staff was very friendly for the whole stay, the manager has no idea how to address customer satisfaction. Amy doesn't deserve to hold a customer-facing job. She actually said to me on our call that I had no idea what she had been doing the past week. I asked her why I would. She told me that she was going between multiple properties handling issues. I asked her again what this really should mean to me. I gave her every opportunity to address my situation and she just would not address it. This review did not have to be posted, but I did expect a cordial conversation and a satisfactory resolution to my poor stay. By the way, my family is comprised of premium elite members, but this really...

Our check-in host, Derrick, was professional and courteous. When we asked about upgrades , the manager Amy, was rude and snapped back, no we have nothing. She needs more training in customer courtesy. We continue our checkin and realize that this establishment does NOT except any Cash per the paper note on the entrance door. So we used Cashapp to pay the total of $341.87.

We go to our room, the room is warm. Air is set on 69. So before we leave, I set the air to 64 hoping it will be cool when we return. NOPE! We charged 3 drinks to the room for $7.50. We were so tired, we just laid down and hoped it would cool thru the night. Not Really. We went down for breakfast and was going to speak to THE Manager Amy, but after watching her jump in front of customers to feed her face in the breakfast line and not greeting guest, we just didn't bother. We left and when we returned that night, we went to the lobby to play cards until about 0230. While there, we paid the $7.50 using CASHAPP. We have copies of all these PAID charges.

The next morning, Sunday when we checked out the clerk tried to charge us an additional $158.30 saying that they only charged us for $158.30 on Friday and this was the remaining balance. However, our receipt shows the full amount charged. Finally, they say it was a glitch in their system and I did receive a final receipt of the charges and a $0 balance.

As we are headed home, this hotel has run our card for $158.30 again 5 times.

My husband calls the hotel and talks to Derrick who explains that weshould not have any more charges since we paid upfront on Cashapp. And that he should call Monday morning to speak with Amy. So he did.

According to Amy, she had to write off our drinks, which is a lie. We have the receipt on cashapp that we paid $7.50. Then she dodged the room charge for our stay stating that she can't do anything about it.

According to Cashapp, our room charge was reversed on Sunday and rebilled for $158.30 instead of the $341.87, which was already paid. What a cluster of chaos. Then is trying to refill for$341.87 , which was the total cost. Now, my card is -$131.03 bc it tookqhatmoney I had left on my card plus put me in the negative. So far they have gotten $500.17. Sadly, I can't prove that Amy is playing with the transactions to pocket the money but we are paying the consequences of her behaviors.

We have reported this to the BBB hoping to catch a their and help all the other families that have been scammed by her.

FYI Tere is no pool on location as advertised. No cash accepted. There is mold in walls coming thru the paint around the air...