Homewood Suites by Hilton Nashville-Airport — Hotel in Nashville-Davidson

Horrible experience! My boyfriend and I booked a room for the weekend. When booking the hotel, he was given the option for a 3:00pm late checkout for an additional $20, so he chose it. At noon on the day of checkout, we received a call from the front desk. I answered the phone. There was a very angry lady on the other end saying checkout "was at noon." She wouldn't let me get a word in. Finally I told her to speak to my boyfriend, since he booked the room. He explained to Cyndi, at the front desk, about late checkout payment option that he selected. She argued with him quite a bit, claiming such an option did not even exist and he could not have possibly selected it, and that he needed to come speak to the manager. When he got off the phone, we heard a loud discussion over walkie talkie outside our door of Cyndi discussing with housekeeping that they "there's no way he paid $20." He brought the e-mail down to the front desk to show management and she continued to argue and acted as if she was doing us a favor by letting us stay until 3:00pm - which we already paid for. Upon checking out at 3:00pm, Cyndi claimed the fine print read "late checkout is at the discretion of management" as if that proved her right. My boyfriend suggested she familiarize herself with her own hotel chain's booking procedure and options and explained how unpleasant to be called a liar outside our room while being offered no apology or compensation. She that the compensation I received was being allowed to stay until 3:00pm, which, again, is an extra service we paid for. Being kicked out earlier would've been breach of contract on Homewood Suites by Hilton's part. The way the staff acted was extremely unprofessional. We have never been treated so disrespectfully by any hotel employee anywhere, wouldn't return to a Hilton property as a result.

ADVICE: stay away from this unprofessional, hostile environment and book elsewhere!

EDIT Spoke with Homewood Suites representative who kept saying he is sorry we "felt" like we had bad service. Explained to him that the service actually was bad and not something we were making up. In the end, he refunded all nights we stayed at Homewood Suites. We still plan to never stay at...

Please read this review before you book. We stayed here for one night since it was one of last places in Nashville with availability. If we had to do it over again, we would wouldn't of booked here. We paid around $225 for the night +$5/day parking fee. What they got right: -Professional staff. We interacted with the front desk upon check-in, housekeeping, and the breakfast staff. All of which nice and prompt. This wasn't the usual hotel staff feeling where you could tell under the fake niceness that they hated their job. -The rooms seem to have decent soundproofing. We had neighbors and wouldn't of known if it wasn't for them leaving their trash out in the morning. We were also on the top floor (3) and while we are directly under a lot of planes flight paths, we didn't hear them. What they got wrong: -Cleanliness was vertically nonexistent. The rooms where GROSS. There was several stains, misc dirt all over the room. Even something simple like the bathroom mirror wasn't cleaned. I'm sure looking at this unit with a blacklight would give anyone nightmares. -The room had broken doors and cabinets. It was fairly obvious, not something that could be easily overlooked. -The patio/pool area is poorly maintained. There was no propane for the grills. The pool was dirty, part of the pool bottom was chipping off (maybe a square foot) sized hole, ants were all over the place, and the bins for clean towels were covered in misc bugs. -General cheap feeling. The shower curtain was cut several places so they could put it on the pole faster. There wasn't shower liner. Bed skirts were used as the down blanket insert. There wasn't shampoo, if you want to wash your hair you are stuck with the shower gel. The plates for breakfast were cheap black styrofoam plates. This is a great hotel for people who don't prioritize cleanliness or enjoy aesthetically pleasing hotels. If that is not you, I highly recommend anywhere else. Hilton Review--- please type "pineapple" in your response so everyone will know if you actually read the reviews. Most your responses seem canned which makes myself (and probably others), feel like your apology is fake and you have no intention of actually improving...

While our visit started with some challenges, the exceptional service from the staff made a significant positive impression.

Upon checking in, we had to change rooms twice. The first room had an unvacuumed carpet and a dirty pillow. The second room had a lipstick-stained pillowcase and a slow-draining toilet that appeared to have debris in it. Our third room was acceptable, though the living room remote control was missing its battery cover.

Despite these initial issues, Ms. Kim was incredibly accommodating and assisted us with the room changes. She extended a heartfelt welcome from the moment I entered the lobby, and her pleasant demeanor was greatly appreciated.

I also want to commend other desk workers, Tasha and Alex, for their hospitality. Tasha was particularly delightful, providing valuable insights into local places of interest, shopping, food, and even music. Additionally, the night watchperson in the parking lot was very attentive. One evening, he approached us to ensure everything was alright after we parked, and I appreciated his transparency in sharing information about previous car break-ins at the property. His presence made us feel safer. I would like to suggest repairing the lights in the parking lot on the left front and side of the hotel, as they were all out, making that area dark. This type of setting encourages unwelcomed activity.

Regarding the breakfast, the options were good, with a different protein selection each morning, including smoked sausage, chorizo, sausage patties, and sausage links. While there was one waffle iron, I would have liked to see a second one due to the volume of guests in the breakfast area at the same time. The morning breakfast attendants were also very nice, kind, and attentive, setting a great tone for the day.

Overall, I would choose to stay at this property again primarily because of the outstanding staff. Ms. Kim, in particular, took accountability for the housekeeping shortcomings and rectified the situation...