Homewood Suites by Hilton Nashville Vanderbilt, TN — Hotel in Nashville-Davidson

The room was very pretty. The cleanliness was different. There was dried, cooked-on food in the pots & pans. Dishwasher had old dried food left in it along with dirty flatware. The mattress pad had all types of hair embedded in the fibers. Hairs were on sheets & bedspread. After asking 3 times for clean linens, we received torn, stained & hair again on linens. We were told by Associate tending the front desk that they were only allowed to use a limited amount of linens during the night shift. I opened a sprite in the kitchen, & some spilled on the floor. I wiped the sprite off the floor with a wet cloth. The cloth was covered in black residue left from not cleaning hard floors properly. I took the cloth to the young man who was the acting general manager. I told him that the amount of dirtiness is totally unacceptable. The kitchen sink had not been cleaned. It had a yellow slime around the drain. There were all types of hair in the bathroom. We had to go buy our own toilet tissue for the last 2 scheduled days. We could not get anyone to bring or leave any. It was offered to move to another room. It was too involved & very late after a 9 1/2 hr. drive. We only wanted the room cleaned that we were already in. There were 2 young ladies who were very attentive, polite, & professional. There were other associates who were very rude & acted like we were a burden. We travel with our special needs cat & a housekeeper reported it to management, as if we had not made sure before we even traveled that our cat was welcomed & we needed to pay the pet fee. We had no issue until I signed a form stating that the fee was $75 & we were responsible. We were made to feel like we were trying to get out of our responsibility when, in fact, we made a special visit to the front desk to sign another type of form we were told at check-in I needed to sign as my husband's Caregiver. We were told there wasn't a form for that. There is a form for caregivers to sign. I did, in fact, sign a such form. We were shown the supposed form I signed when we were informed we had been reported through a formal complaint. I always take a pic of anything I sign, & the form we were to be given to sign was not the same form we were given by hotel staff. Another form was rudely pushed across the counter in regards to the pet fee instead. I disputed the amt. because the associate only charged $75 & that is when 2 women were very rude & curt. We gladly paid the additional amt. & thought it was settled. An associate filed a formal complaint against us without discussing with us why. We were informed by an employee at the hospital because we were there for treatment of my husband's 3rd time dealing with Lymphoma. We are going to be spending a lot of time in one of the 2 hotel chains close to the hospital. Our upcoming appts. for at least 9 days were reserved with the other hotel instead of the one we just stayed at. I know this review is long in comparison, but I feel it's necessary. We as customers are expected to hold ourselves to policy & procedure, yet treat customers with questionable behavior. My husband is fighting for his life while trying to deal with behavior from associates & questionable cleanliness. There are many individuals who are booked for this hotel who must make sure cleanliness, due to their sickness, is paramount. I'm sharing this detailed review for multiple reasons in hopes upper management may read this & care. There is so much that is good in the hotel as a whole. It offers wonderful amenities & is right in the middle of restaurants & other activities. The info. I have shared really needs to be addressed. Like I said, a formal complaint was filed regarding our behavior. We were not given a chance to discuss any subject I have listed. Even with our experience with this particular hotel, I will continue to set the bar high when it comes to protecting my husband's health in any environment. I truly want to say thank you to the few pleasant associates who put their best foot forward. We sincerely appreciate...

This hotel is located near the attractions thats the only good thing. Centenial park is five minutes walk, there is a lot of restaurants near by. The hotel lobby is very fancy and almost deluxe. The area for breakfast is very big but during the holidays the hotel was full and it was difficult to find a place to sear. The rooms are large but have an illumination problem. There is not enough light and during this time of the year that could be a problem. The rooms have kitchen, a small table. The furniture is ok. Like they change it recently. The beds are comfortable. The water pressure is good and the rooms are modern and looks good but...there is a huge problem with housekeeping and maintenance. The sheets, comforter, pillows, pillows case, towels, need an update ASAP!!! The sheets don't look clean at all also they looks very old. The same for the blankets they are truly very very old and they are not suitable. All the linens have a yellowish color, the same with the pillows they have a very yellow color and a very strong odor, we decided to put it away. The pillow cases seems from the previous guest. The bathroom wall have mold in some places. When we did check in we got a welcome message, I ask for the linnens for the sofa bed because the ones in the closet were used and have hair all over the places I got the ok but never got them three hours later I had to go to front desk and ask for the sheets, the blankets and the pillows case, I even tell the girl doing housekeeping on the 4th floor that I need new ones and she just ignored me. Maintance or housekipping is not working properly here. There was a bag with food on the hallway of the 4th floor since midday on the 12/24 until 12/26 I know that 12/25 was Christmas but I thought that maybe a supervisor will check this things. You could smell the food...In my room the dishwasher still have dirty things from the previous guest for that reason I say there is a big problem with housekeeping I think they supposed to check this. In the kitchen you have forks and knifes but no spoons. The glass and the plates looks different. You got housekeeping every other day but when did my room, housekipping forgot to take out the kitchen Garbage, they don't do your beds, they don't replace the toilet paper...the towels that they put at the room were covered on visible yellow stains I had to go down to front desk and ask them to change the towels. So is a combination of a very bad housekeeping and a very bad company that do the laundry for this hotel. The lady in the mornings in the front desk was rude like she doesn't care what you say. The breakfast is decent. Two of the four days days of our stays one elevator was out of service it was a nightmare go down. The only friendly people were the valet parking guys but here is other problem. The hotel advertised on the website that they have parking but nobody explain to you that is a third party and is a different bill and that the hotel doesn't have nothing to do with the parking you figured out when you got to the hotel. The laundy room very dirty and with machine and dryer out of service too and way too expensive for the conditions. In the room there was a leak on the kitchen that have been there for quite some time because you could see the white mark of water. Housekeeping does not replace the shower gel or the shampoo either, I don't use it but both were empty in my room. I don't know if it is a housekeeping problem or a management problem because there is a lot of things going on in this hotel. The rooms are modern, the lobby is very fancy, the furniture seems new but the...

There is one woman at your front desk that is destroying your business. We arrived Tuesday March 18th and the morning of March 19th I went to the front desk to request more towels (my son had gotten sick and we used some to clean up), the woman at the front desk asked for my room number which I provided. She then said “well you only checked in yesterday, so you’ll need to bring your towels down to exchange them.” I said “you want me to carry dirty towels through your hotel?” And she rudely said “yes” so my son and I went back up to the 6th floor, got the vomit soaked towels, carried them through your hotel and handed them to the incredibly rude woman at the front desk so I could get a clean towel to take a shower. On Thursday evening (March 20th) my husband called the front desk to ask if there was a quiet place he could have a virtual meeting the next morning to which they replied “no problem, we have several just come down in the morning and we’ll show you where to go no problem”. My husband planned around the information he was given and when he went down there on Friday morning (march 21st) the same rude woman that made me carry vomit soaked towels through the hotel told him such a place didn’t exist and that she couldn’t help him, he had a meeting starting in 20 mins and told her he was told there would be one. She then told him he would have to pay for it to which he said no one had even mentioned that to him and she didn’t seem to want to budge, he pushed her because he had no other options and she then said she needed to call sales. She then came back and told him he could use it but not until it was cleaned and that would take 30 mins. She refused to let him use it as is despite him saying he wasn’t concerned about the cleanliness of the room. Housekeeping was able to get the room cleaned in a few minutes and let my husband in. Aside from these two issues which really stuck out I also asked her one day which direction my young children and I should walk in to find some places to eat lunch, she was incredibly rude and annoyed by my question and told me to just “walk any direction and see food”. The valet must have seen this and felt bad for me because he walked up to me and gave me very good information about where certain places were and the safest areas to walk in. It seems as if the other staff sees how she treats your guests and tries to overcompensate. Also-a few days later my husband walked down with towels to exchange for clean ones and was told by the person at the front desk that she didn’t have anywhere to keep dirty towels and when he told her we had to bring them down to exchange the other day she said she’d never heard of that so it’s obviously not a policy, the incredibly rude woman you have working there just likes to make things harder for your guests. We’ve stayed in a lot of hotels in a lot of different cities and she is by far the rudest hotel employee I’ve ever encountered, I’ve never seen someone go so far out of their way to make other people unhappy. My husband travels here sometimes several times a month for work and he will never stay here again...