Nashville Marriott at Vanderbilt University — Hotel in Nashville-Davidson

Pros: modern bathroom, and spacious rooms Cons: we had a very bad experience with this Marriott. First, our room was not ready on time; Second, they had no soaps for the bathrooms as they were running out of soaps.

Third and most concerning, the Hotel staff behind the front desk, more specifically the manager (Wendy Reyas was the name mentioned to me by one of the staff) was increadibly demeaning and prejudiced to me. our chek out time was was 3:30 PM but they deactivated our keys by 11AM. I was returning from lunch from their restaurant when I noticed I was prematurelly blocked the access to the room. I then went down to the Hotel staff behind the front desk enquire about it. I was asked all kind of documents to prove that I was guest in that hotel, (Since it my wife is the one who did the booking) I did provide all the information including different prof of relashionship of me with my wife that they requested!!! it felt so strange but I provided all the required information as they said it was "the protocool". The manger Wendy Reyas quickly summoned and in a most denigrating way she proceeded to say I was lying about the check out time, and she insinuated that I was not supposed to be there; she also asked me how was it possibible that i had a keys of the room (which were by that time deactivated). I told her that I checked in with my wife yesterday and I was here in front of the staff when we confirmed the check out time to be 3:30 pm and no questions/ suspicions was raised. Moreover I have been walking around the hotel all the time of my stay and have used the amenities availeble incluing buying food at the hotel restaurant many times with no single issues. The manager then went on asking me who is paying for the food I have been consuming and also expressed that I may have stollen the food!!! and went back and forth for prolonged periods. I then stated that i had my belongings in the room and i needed the access as I had zoom meetings. I also confirmed her that we did all the necessary steps to check out at 3:30pm and during the check in and even after that we stopped at the front desk more than twice to confirm it. in all those ocasions we were confirmed that our check out time was at 3:30pm. My wife was not at the hotel at that time, so they asked me to call her to confirm I was staying with her. I dd so and called her on loud speaker. my wife couldnt answer the phone at that momment as she was in a meeting, but replied with a text message which I showed them. despite this they still wouldnt allow me to return to the room. I was astonished by how I was being treated and held down there for long time. The situation quickly changed when i took my phone and pretended I was recording somenthing and then suddenly I was given the access to the room with no issues! it was so strange and I asked them what did change that you suddenly decided to grant me access? The manager symply ignored me...This entire experience was the worst I’ve ever had...

This, by far, was the worst hotel experience we have had. My wife has already filled out a form on the website, but I will go ahead and detail it on here. I performed the online check-in a day before and still was required to go up to the counter and check-in. We got to our room and everything seemed up to par. The room was very warm even though the settings were on the lowest temperature and highest fan setting. We left for our event and returned after a few hours.

When we returned, we ran into so many issues, we had planned to pack up and leave. First of all, we turned down the covers and our comforter had brown stains on it - my wife has pictures. We had the TV on and then out of nowhere it just stopped working. The TV would power on, but nothing would show on the channels. We tried to restart many times but nothing would fix it. We also requested extra pillows when we did the online check in, but those were never given. We attempted many, many times to call the front desk, even from our personal phones, but nobody ever answered. I went down to the front desk because we also wanted to order room service, but nobody was at the front desk. I could not find anybody to assist me. I went to the bar and order drinks for my wife and myself and took them back to the room. We ordered delivery from a third party because the bartender says room service isn’t available due to low staffing. We were not informed of this upon check-in. We also wished to utilize the mobile key, but that didn’t appear until 11:45pm the night before we checked out. At the bar area, the TVs still worked, so we couldn’t understand why ours did. We simply needed an easy stay at a nice hotel because we were tired, and we ran into more issues that caused our trip to be filled with concern and frustration.

Because I own a business where we travel consistently, it is important to me to have a reliable place to stay when we need a good night’s sleep before a meeting or business matter. This will keep me from using Marriott again. I had nobody to call, nobody to find, nobody to explain issues. I had to live with the problems that were caused by a business that markets hospitality. I am sending my concerns and issues up to the corporate level. It isn’t that we don’t run into issues at hotels, it is that we couldn’t contact ANYONE to try to fix these issues that made our stay uncomfortable and an inconvenience. I will be requesting a full...

My family has traveled and stayed at this location every other year for some time now for an away football game at Vanderbilt. Last year, they asked me to handle the booking for them and the hotel handled it lazily and caused a mess up and will not resolve the issue.

I made a booking on January 11, 2024 at 11:55am for my dad. Upon realizing it was under my name since I was logged into my Marriott Bonvoy account, I immediately called the hotel (I emailed the hotels manager a screenshot). I spoke with a guy and explained that I was logged in, confirmed a booking, and it was under my name and card and needed to get all of that updated since I wasn’t traveling and did not want to be charged. He explained that it would be easier to just add my dad as a person on the room and he would be able to check-in and everything.

Fast forward to the actual booking, they said his name wasn't on a booking. They didn't explain that they created a new reservation at the time of check-in and charged him for an additional room. He didn't find out until the time of check-out when he immediately called me and said the girl at the front desk was extremely rude and said that he booked two rooms. Nothing aligned with her story - saying that there was a second room but that he wasn't on a room initially when he went to check in.

Following the lack of ownership on their error, I reached out to their general manager. Jennifer has not only neglected and ignored the situation, but claims that there were multiple reservations initially and that one was not created at the time of check-in. I know for a fact this isn't the case, because I booked through the app. If I booked multiple rooms, they would should up with their status even if they were cancelled. It has now been 14 months since the booking and 4 months since initiating communication for a resolution, and they continue to ignore the situation. Be mindful when staying here, because even with email confirmations and screenshots of phone records, they will not admit their mistakes or resolve them. They also refuse to send proof of when the additional booking was created, because they know they did it in November and there wasn't an additional room booked in January initially. Awful experience with the manager, still no further communication and...