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

I recently had the displeasure of staying at Homewood Suites Nashville Downtown, my experience was a terrible stay and full of embarrassment and anger. While the front desk staff demonstrated exceptional service, the issues with heating, hot water, and accessibility for our handicapped guest marred my overall stay, to say the least.

On the positive side, the front desk team at Homewood Suites Nashville Downtown was incredibly helpful and courteous. They were responsive to my concerns about the lack of heating and hot water, and despite the challenges, they did their best to address the issues promptly. The staff's professionalism and dedication were a shining light in an otherwise dim situation.

Upon checking in, I immediately noticed that the room was unusually cold. Despite adjusting the thermostat, the heating seemed non-existent, leaving me and the guest in our other 3 rooms shivering throughout our stay. I reported the issue to the front desk, but unfortunately, there was no immediate resolution for 3 of our guests. We were given another room but this one had heat but no hot water. Whether it was attempting to take a relaxing shower or wash my face, the water remained stubbornly cold. Multiple attempts to address this concern with the hotel staff yielded minimal results, as the issue persisted throughout our stay. Imagine being in a 50 degree room and can't even take a shower to warm up, and it's 10 degrees outside.

My interaction with the hotel on Friday morning was less than stellar. When I called to confirm our reservation arrangement (attached rooms), I encountered difficulties understanding the heavy accent of the person on the other end of the line. This language barrier made the booking process frustrating and led to some confusion about the details of my reservation. Improved communication during the reservation process would undoubtedly enhance the overall customer experience. I affirmed her responses in an effort to be kind, but I left the conversation in a confused state and the front desk would not answer multiple attempts to connect to them in the 15 mins we were talking.

To compound matters, the icy sidewalks outside the hotel were a significant accessibility concern. These conditions made it impossible for our handicapped guest to navigate safely, adding an extra layer of disappointment to our stay. There was no roadway access to unload or load and our amputee guest was forced to park in a spot completely surrounded by ice. Imagine how hard it is to walk on 3-4in of ice, then compound that with only having 1 leg you can safely put down. I understand that the roadway is a City concern, but at some point, a business, especially a hotel should consider the safety of their guests. There was not a single place you could park to unload luggage or guests.

In summary, while the front desk staff at Homewood Suites Nashville Downtown deserves commendation for their efforts and exceptional service, the challenges with heating, hot water, communication, and accessibility need urgent attention. A commitment to resolving basic amenities issues, and addressing accessibility concerns would undoubtedly elevate the guest experience at this establishment.

We will be avoiding this property in the future. This is our favorite brand but we will look elsewhere when...

Untrustworthy staff and TERRIBLE parking and valet service. Words cannot describe how terrible this hotel’s staff is. From the get-go we had a terrible experience interacting with staff, specifically the valet service. self parking is not available at this hotel, and they charge $59 a night for valet and overnight parking. We were lied to by the front desk worker that this was a more affordable and safer choice, but quickly found out the truth. Here’s the deal: valet parking here is a dishonest scam and questionable if it’s even legal how they’re doing it. The website PROMISES safe, secure and covered spaces for all cars parked with the valet. They are SUPPOSED to park all cars in a nearby garage. This is what we were told by front desk workers. It is also supposed to be manned 24/7 and have in-out services with 10-15 mins wait time. The first time we tried to retrieve our car, it took close to 40 mins. This is about 30 mins over the promised wait time. We were almost late to dinner reservations because of this. When we returned after dinner and checked our car in at 7pm, we thought it would be moved to the secure location. Keep in mind, our hotel room was on 2nd floor with a clear view of the valet lane. We left our car there to be moved by valet, and we did not check out the window to confirm, until 11pm when my phone alerted me that the car had been started and I was connected to the Bluetooth. At first, we thought they had made a mistake and retrieved our car for us instead of someone else’s. My husband went to tell them to move it back, when he was told the car was going to be parked on the street for the entire night. The reason my phone had alerted me was because the valet decided to move the car from one side of the street to the other. So, this hotel is willing to risk damage to customer vehicles or a tickets, even after paid a ridiculous amount to secure cars in a garage. When we spoke to the night manager at the desk (it is midnight at this point), he was very timid and avoided eye contact with us. First he told us there was “nothing he could do”, but after us making our case, he then claimed he would refund the charge. At 12:30am, we finally were given our keys back and allowed to move the car to a nearby garage (which was closer and cheaper). We discovered the valet had changed audio and volume settings, and she had left the car completely unlocked. Upon checking out several days later, we noticed the night manager had not refunded us our valet money; even though he had promised to. The morning worker was much nicer and immediately waived the charge, however, this experience was unforgettable and put a terrible stress and damper on our trip. Add this to the fact that the exterior rooms have thin walls and allow noise and drafts in and the elevators were in disrepair. Our room was not cleaned by housekeeping while we were there. And, wifi was not free. These are basic amenities at any other place— but not at this joke of a hotel. save your money and your time. If you value your possessions and sanity, do not trust the valet, and consider another location.

EDIT: the general manager did reach out to us, and he was very kind in acknowledging our experience and helping to rectify the situation. This was much...

I can only give a review on how we’re treated by the Night mgr and not the room itself as we were unable to stay. We arrived in Nashville late after a long travel day with 3 children only to be told they could not find our reservation. After about 45mins they informed us that our reservation was canceled. They didn’t know who or how or when it was cancelled. Mr King (the mgr) told me he was sorry but they didn’t have any rooms as they were sold out. It was now almost midnight. He advised us to try another hotel a few blocks away. We showed him our email from booking (2days prior) confirming our room and also called booking who still showed our room confirmation they spoke with him but we got no where. He then told us that our room was canceled through the app weeks ago. We never canceled our room. No parent in their right mind would fly to another state in the middle of the night with 3 children one of whom is Autistic with special needs without a hotel reservation!! I was told by arrogant and ever so rude Mr Daniel King that he “wasn’t able to help us and to have a nice night” basically showing us the door and kicking 3 women and children out on the dark street in the early morning hours with no transportation or place to stay. There was another employee (Kennedy) who tried his best to help us find another room, I called Hilton customer care but because it was so late I wasn’t able to get a resolution. I personally called another Hilton 1/2 mile away and spoke with the Mgr there who said this was ridiculous the way we were being treated and told me to have Mr King give us a walk letter and they would accommodate us. Mr King refused multiple times saying he would not and we would be self pay he was absolutely no help even ignoring me looking down wiping the counter when I tried to speak with him. I finally was in tears calling everywhere trying to find a room for my children who at this point were sleeping in the lobby on chairs. I called Tony the Mgr at Hilton Downtown Nashville. Who told me to come to his hotel and he would help us. So we walked 1/2 at 1am with 3 kids pulling our suitcases down broadway in Nashville in the dark passing bars and drunks avoiding vomit and ladies of the night. We arrived at Hilton Downtown and Tony got us s room. Even gave my kids a pizza since they hadn’t eaten since our flight and we’re hungry and exhausted. We are still trying to get a resolution with Hilton because the new room w is almost 3xs the price. I feel like regardless of how/when/why our reservation was canceled there is no excuse for the way we were treated by Mr King and homewood suites. All we were asking for was help, and he laughed in our faces. I am great full for Kennedy and Tony, and hope to have a...