Millennium Hotel Maxwell House Nashville — Hotel in Nashville-Davidson

I'm the type who picks a hotel simply to have a place to rest and relax when my day of exploring a place is done. Having visited 71 countries, 42 states, and 119 international cities, I've encountered some of the absolute best, and sadly even the worst. And my rating has very little to do with the decor, or whether the restaurant had my favorite food, or some other minute detail could've turned the tide in my assessment of it.||WHAT MATTERS TO ME MOST -- AND CLEARLY THIS HOTEL AND SOME OTHERS SEEM TO FORGET THAT IT DOES -- IS HOW WELL I'M REGARDED AND TREATED AS A CUSTOMER.||The Millennium Hotel Maxwell House Nashville fails pretty miserably in this category. After several attempts to address my issues with other personnel, I wrote to the current general manager in the following email, and not surprisingly, he did not even respond. That confirmed and told me everything I needed to know.||Upon my visit to Nashville and your hotel, I catalogued my 119th international city, my 71st country, my 42nd state, and sixth continent. Because of my familiarity with hotel practices around the world, my experience at Millennium in Nashville prompted me to write…and if the past is prologue, then I expect I’ll receive no response from you as well.| |I arrived early, and knowing I couldn’t check in until later, I apprised the desk clerks, who I came to know as Andrew and Phoebe, that I would be stationed in the lobby with my laptop whenever a room became available. After close to four hours of waiting, I left the property to grab some lunch and inquired at the desk around 2:30ish about an available room. Even as Phoebe was telling me “no,” I saw a white gentleman walk up next to me, put his ID (driver’s license) on the counter before Andrew, and watched Andrew assign his room and handed his key. I sat down and waited, and then about a half hour or so later, Phoebe called me over and gave me keys for room 323. I excitedly thanked her and collected my belongings I had left near the front desk and headed upstairs.| |Immediately I recognized something wasn’t right. I didn’t even unpack my bag. There was no refrigerator, the room was warm, and when I tried to move the channels on the tv, there was difficulty since the room seemed unable to maintain a wi-fi connection. I called the front desk and Andrew answered. When I mentioned all of the issues I had with the room, he was apologetic and tried to sell me the story that “none of the rooms on the floor have refrigerators, since we’re in the process of upgrading the amenities throughout the hotel, so no…we can’t offer you one right now.” I immediately knew it was a lie. And all it took for me to validate it was to ask my neighbor next door as she entered her room. When I told her I could not locate my refrigerator, if there was one, she attempted the helpful thing to point out where her refrigerator was located. I thanked her and headed back to the phone. This time Phoebe picked up, and regardless of how I asked about the inefficiencies of my room, she parroted Andrew’s words, and added that because of my inconvenience, they would forego the fee I would ordinarily be charged when my stay ended. When I inquired about simply changing my room to one more accommodating for a customer, Andrew and Phoebe were in chorus that there were no other rooms available “since we are near capacity.” Mind you, someone deaf, dumb, and blind could see that that was a lie as there were a scarce number of cars in that huge parking lot (48 to be exact).| |After taking a few minutes to tackle the tv, I finally decided to go downstairs to the front desk again. This time, there was no Andrew or Phoebe. Instead, I made my plea to Terine. It was then that I understood some in your company might actually be customer-focused. Never having encountered this kind of treatment in any of the hotels I’ve stayed in around the world, and convinced that Andrew and Phoebe were liars, I walked up to Terine and simply asked if already having been assigned the worst room in the hotel, were there any options for transferring to another room. Her answer was quick and simple: “Sure.” Then Terine started surveying the open rooms and within seconds handed me the keys to room 928, with my promise to bring the old keys to her after transferring my bags.| |Somewhere down the line, Andrew and Phoebe didn’t get or refused to learn the lesson that as a customer, the primary obligation is to make sure that you are doing whatever you can to address whatever they need. If your industry is hospitality, then your tone and your actions should be hospitable. Even though that encounter at the desk with the white gentleman reeked of racism, maybe the other lesson the “duo of disappointment” can learn is that people are just people and when people travel to take advantage of your company’s offerings, they should be duly and generously considered, regardless of who they are. Once they assume the title “customer,” they should be recipients of your best.| |Finally, after a great stay, I reported back to CeCe at the front desk, that I had left my Roku and Firestick devices with a power outlet and was hoping to retrieve them. Additionally, I wrote emails and spoke to Sarah, who confirmed, basically, that the reason why I had not gotten any responses is because it goes to a black hole, where almost anyone, and most assuredly NO ONE will ever answer them. When I spoke with her and she promised to have the head of housekeeping follow up with me…guess how many people contacted me? Guess how many times I’ve spoken to anyone from housekeeping? Guess how many updates I’ve received regarding my equipment?| |Just when I was hoping that Terine was the standard, she proved she’s the outlier.| |I’ll be visiting Nashville again for sure. Equally sure, I won’t even look in the direction of Millennium Hotel, much less staying there, ever again.| |Beyond disappointed and frustrated...and that's truly an...

After arriving at my room, (902), I tried to use the telephone and it did not work. I tried to call the hotel on my cell phone and the phone just rang and rang without anyone answering. I had to go down to the front desk in person to explain that my room phone was not working (no dial tone) and that when I called on my cell phone, nobody answered. Maintenance came to my room about an hour later and checked that the phone was not working. He came back with a different phone that had a dial tone. Later that night when I tried to call the front desk, I pushed the "Front Desk" button on the phone and the phone just kept giving me a dial tone. I gave up on the phone situation.

On the morning of my third day in the hotel, 9/22, I went in person to the front desk to inquire about the room cleaning schedule. It was only then that I was advised that room cleaning must be specifically requested, which in my case, due to not having a room telephone that worked, meant that I would have to go in-person to the front desk each time I needed my room to be cleaned. That morning, 9/22, I specifically requested at the front desk in-person, for my room to be cleaned that day. I saw the front desk staff member make a note that my room was to be cleaned. When housekeeping never came to clean the room, I went down to the front desk in-person and asked when my room would be cleaned. I was advised that the housekeeping staff were off duty and the room could not be serviced. By the end of the next day on 9/23, housekeeping had still not come and cleaned my room. I checked in on 9/20 and checked out on 9/24 and my room was never cleaned. As there was no door sign in the room for Do Not Disturb / Please Clean My Room, it was not in my mind to ask for one.

When I went to use the clothes iron that was in the room, it leaked water all over my shirt. I was able to use sign language for a hotel staff member who did not speak English who provided me with a different iron that worked.

Upon sitting at the bar there were several signs on the bar that read, "Limited Food Menu" Caesar Salad, Chicken Strips, Fries, Sweet Potato Fries, Steak Burger, and no prices were listed on the menu. I ordered the Chicken Strips. When I got the check, it was for $15.99 , which for just Chicken Strips, I thought was excessive. And while waiting for my meal to come out, I had to go back to my room to get a wind-breaker because it was freezing in the bar.

I went to the front desk to ask for change for $5.00 so that I could use the vending machine on my floor. The front desk staff member advised that they do not keep cash at the front desk and to try getting change in the bar. Upon entering the bar, there was a sign at the entrance saying that only credit card or room charge was accepted for payment. Nonetheless, I asked the bartender if she had change for $5.00. She opened the cash register and said she did not have it. I ended up going to the gift shop. There were no conveniences and an overall lack of quality associated with my stay at this hotel. My best experience at the hotel was the excellent...

We had a terrible experience during our stay in Nashville. We hoped to find a new hotel during our regular visits to the city, but our expectations were met. We thought the hotel had a restaurant and lounge/bar area, but when we arrived on February 1, 2024, we discovered the restaurant was closed.

The lobby smelled strange, but the check-in process was smooth, and the employee who assisted us was polite. Upon entering our room, we found that the bathroom needed to be cleaner, and only two towels were available. Unfortunately, we couldn't call the front desk for assistance as the phone buttons were removed.

That night, we went to the lounge/bar for dinner, and my husband ordered a quesadilla while I ordered french fries. However, my husband got sick from the food that night. Overall, it was a disappointing experience, and we wouldn't recommend this hotel to anyone.

We requested to change rooms on Friday, February 2, 2024, hoping the new space would be better. However, the new room was not any better. The bathroom was dirty, the bottom of the bathtub was broken and poorly patched, and there were no towels. The TV was broken and taped together. When we tried to use the phone to call the front desk, it was out of order. We also smelled marijuana in the hallway, and it was getting into our room. We complained to the hotel staff and informed them of the room where the smell was coming from. The hotel staff informed us that the general manager lived in that room.

Unfortunately, the worst part was yet to come. When we looked out of our window, we saw the FBI raiding the hotel and taking someone into custody. They walked the person out of the entrance where the kid's beauty pageant was being held.

On Saturday, February 3, 2023, at approximately 2:30 am, we were abruptly awoken by people running through the halls, banging on the walls and doors. Unfortunately, we were unable to contact the front desk for assistance as the phone was not working. I confronted the disturbance and later reported the issue to the security guard. He responded promptly and professionally, and after investigating the situation, he handled it with a friendly demeanor. Our stay took a turn for the worse when two employees got into a physical altercation in the lobby where young children were competing in a beauty pageant. The situation escalated to the point where we had to involve the police, and it was a highly unpleasant experience that should not have occurred in a hotel. Despite the unpleasantness, we could not find another hotel room for the night and had to spend our last night there.

I am extremely dissatisfied with the hotel and how they handled the situation. None of the guests were able to speak to a manager despite waiting for one. The hotel staff did not know the manager's whereabouts during both incidents. The management of this hotel should feel ashamed of their actions and behavior, and I hope they are able to retain their...