Holston House Nashville - The Unbound Collection by Hyatt — Hotel in Nashville-Davidson

Well where do I start. We were in town for my 40th birthday and my wallet was stolen right from my hotel room. I am pretty sure it is someone familiar with the hotel. I personally think it may have been the last staff member that was in our room, cause they conveniently call our sick the next day and was off the next three days as my card was used about an hour after we left and then 3 hours away.I was told by management that it is illegal to have cameras in the halways and elevators. Well the hotels we stayed at in Bristol and Knoxville,determined that was a lie. So when we asked if the door key could be tricked. I'm not sure I belive that either after telling us he was no expert.We called the police and filed a report, but we are finding that the police have little to no concern with finding the culprit.I believe the person that was in our room knew that. I also believe the person that stole my wallet knew their doors didn't always shut right. When I ask the manager if you know your doors don't shut,why don't you remind your guests to be sure to pull them tight behind you? Seems like then you should be responsible at least in partial. I was accused of lying.Saying how do I know that you didn't lose it on Broadway.I know for a fact where it was! I took my ID out and my Mom and the 14 guests we had with us watched her put it in her bag. A bag in the pictures this person took just before we left for a tour that they a knew would take at least 2 hours. Regaurdles Your hotel security is not up to parr and it has allowed this to happen.we didn't feel very safe after that and felt like I had to look over my shoulder the whole trip. The extent of the help by management was to let us out of the room without paying any penalties and your on your own to find another hotel.Even worse when thier manager told if the door doesn't hit at a 45 degree angle that sometimes it won't shut all the way. When I mentioned thier responsibilities to tell us that, i was told we would be asked to leave..no compassion No sense of urgency for your guest at. It seemed the only thing managent was concerned about is absolving themselves of any responsibility.We filed a complaint with corporate, and reports with both Nashville and Memphis Police and they have been poor at communicating anything.I have heard from one Memphis detective that wants me to do all the detective work and hasn't responded for days,nothing from the Nashville police.I've found them the times and amounts and nothing.I believe this person knows the police won't do anything. We have complained with corporate and was told they would respond withing 48 hours,that was 4 days ago. Please folks guard your possessions and make sure you pull your door shut behind you if you are going to stay here,cause they only have false excuses of why there are no cameras in the hallways that it's for the guest protection and that it's illegal. Neither is true.We were told guests aren't allowed to see any footage that they do have. So where is there a security issue with you recording hallways?so you could have seen who came out of my door? Cause celebrities don't want to be caught cheating ? Per management at times they will stay there and don't like being videoed? But they are recorded in the lobby?I'm sure my wallet is gone forever, but the least you folks and the police could do is follow up and do everything you can to find out how this has happened in your hotel. How do you make this right. You have a 7 year old scared that someone will break in again and your only option is to kick them out on the streets of Nashville. Classy !! . I promise I will be staying on the police , Holston and all the other places my card was used. Untill this person is caught so they can't make another person feel the way you folks have allowed this person to me make and my family feel. As if the security of your hotel was our fault or we were just lyers. I will try and update this review. Nashville, Memphis police, Holson house . Let's see what your really committed too. Keeping theives out...

Avoid Holston House and ResortPass if you value honesty, professionalism, or even basic service. I booked the Poolside Pergola experience for July 5th through ResortPass for $250, expecting the premium day that was clearly advertised. What we received instead was a complete failure in both service and integrity—and neither the hotel nor ResortPass is willing to make it right.

Before the visit, I called to clarify conflicting details between the ResortPass listing and the confirmation email. I was assured we would have full-day access during pool hours, be escorted to the rooftop, introduced to our dedicated cabana server, provided cold waters, and given lounge chairs to enjoy the pool area. This was confirmed verbally by staff prior to arrival.

When we arrived, the "check-in" process was a joke. We were simply handed a key to the pool—no welcome, no escort, no direction, no mention of our cabana area or server. We were left to figure it out ourselves.

We eventually found our supposed reserved area, which was just a few upright patio chairs—nothing like the lounge chairs shown online. There are 4 "stations" together, not cabanas, not pergolas. Not even overlooking the pool, to lounge. There was no sign of any cabana service. We waited, flagged down staff, and even walked over to the only bartender on duty to let him know we were there. He acknowledged us but made no effort to assist. The bar was crowded, and it was clear that no one was dedicated to serving cabana guests.

After 25 minutes with no service at all, we left and reported the issue to the on-site manager. At first, he admitted we had not been served and that what happened was unacceptable. But the conversation quickly turned unprofessional. He began raising his voice, texting the bartender while we stood there, and even showed us the bartender’s message—which falsely claimed he was serving us and that we walked out. This was a blatant lie and felt like an attempt to cover up the situation instead of resolve it.

To top it off, ResortPass, the only way to book this experience, claims they have no authority to issue a refund, and Holston House refuses to refund our money, even after their own manager acknowledged the service failure.

We received none of what we paid for—no lounge chairs, no water, no cabana service, no welcome, and definitely no premium experience. Just a key to a pool, a crowded bar, and zero accountability.

This is false advertising and a complete breakdown of hospitality. Holston House and ResortPass should not be charging guests for services they don’t intend to deliver. I highly recommend...

We redeemed (23,000 per night) points for 5 rooms (2 nights) at Holston House in Nashville for a friend’s bday this past wknd. I contacted the hotel ahead of time and the manager confirmed that as long as all rooms were booked under the Globalist, they will extend benefits to all 5 rooms. One room was converted with GOH award, because the birthday girl was arriving a day early. I wanted her to still receive globalist benefits before we arrived. Hotel did surprise the bday girl with a sweet treat and champagne for her bday. We didn’t realize it was also the rock n roll marathon, so the hotel was completely sold out. Luckily we attached a SUA to our own room and was confirmed in their king suite. Cash price for 2 queens was $650 per night, king suite was $1800 per night.

Front desk was not very welcoming. This was the same situation for all our friends who arrived at different times. I added one name as a guest under the extra rooms so they could get their own room keys first since they arrived before us. We were not given any details about Globalist perks when we arrived. The gal just didn’t seem like she wanted to be there at all.

Our room (905) was great, very spacious and had 1.5 bathrooms. We really liked the decor and setup. There was even a record player with vinyls to choose from. We had a friend crash in our room, she took the sofabed. It worked out really well.

Breakfast at TENN was a little chaotic. It was very busy so definitely make a res (Resy) if you can. We didn’t know we had to since the front desk never told us anything. Waiter said it was 1 entree + 1 drink, for up to 2 adults per room. However, our bill was completely waived (except alcohol). Later the front desk mentioned it was $30pp up to $60 for the breakfast credits. There is an afternoon social hour at the lobby too.

It can get pretty noisy at night (even on the 9th floor), bc we were so close to Broadway. I did appreciate how close we were to all the festivities, the location was great. The rooftop pool was also very nice. It wasn’t huge but it was decent. Gym is at the basement, small but had a good variety of machines. We asked for a 4pm checkout for 1 room and 2pm checkout for 2 rooms since we had a later flight. Front desk accommodated our request. I would return just bc I love smaller boutique hotels in general. I hope front desk would be a little more...