The Westin Nashville — Hotel in Nashville-Davidson

Beware of gross overcharges at the Rooftop Bar.

We were there on November 23rd, late night, I ordered a birthday celebration shot of Glenmorangie 18, priced on the bar menu at $50 (no mention of the pour size). We also ordered a Remy 1738, neat, priced at $26, and a Blantons, on the rocks, priced at $19. Just before closing time, the bill was presented to us with a charge for $75 for the Glen, $32 for the Remy, and $28 for the Blantons. (Click on the attached photo to see the actual receipts)

At first, I only noticed the Glen overcharge. I complained, and the server explained that when a customer orders a drink neat, no rocks, they pour an extra half ounce and charge more. I pointed out that nowhere on the menu does it show anything other than one price, one pour. She admitted that the menu is misleading, and that other customers have complained, and agreed to adjust my bill. After she did so, I walked back to the table and noticed the overcharges for the Remy and the Blantons. This time, the bar manager got involved, and both charges were reduced back to the listed menu price. At no time had I asked for a larger pour, I ordered it exactly as specified on the menu.

I later wrote a note of protest to the top management at the hotel. I told them a 4-star hotel of this stature needs to do better, and to have transparent pricing practices in its bar. I told them I was very concerned that this was an intentionally dishonest practice, that it made me concerned that customers have been scammed like this at that bar for a long time. It looked for all the world as if employees were engaged in a scam to overcharge customers who might have had too much to drink, and to reimburse those customers (like me) who noticed the overcharges.

Management, to their credit, took me seriously, and agreed that they needed to address training issues and pricing issues at the bar. I hope management actually follows through, because this was an ugly incident that reflects very poorly on the Westin Nashville...especially since I am not the only customer (by my server's own admission) who has been overcharged.

On a separate note, the hotel itself is beautiful, the room was comfortable, the HVAC worked well. However, the breakfast at the first floor restaurant was dreadful. The pastry basket was filled with cheap, stale croissants and muffins that would embarrass the operator of a Circle K gas station if sold there. The "hash browns" were straight out of a bag of institutional frozen potatoes, rather than cut from fresh potatoes. We had 2 coupons for the breakfast, and asked our server what we could order with it. The answer: "Anything you wish!" Then the bill arrived at the end of the breakfast, and we were informed that we would have to pay for the items we ordered in excess of $65. We had one orange juice, one coffee, one omelette, one breakfast cereal, 2 sides of bacon and the pastry basket. That meager breakfast easily exceeded $65, the menu prices were very high. I don't mind being held responsible for charges in excess of the coupons...but the coupons did not indicate any $$ dollar amount limitation, and our server did not tell us either about the limitation when we asked at the beginning of our order. Yet another unprofessional failure I would not expect from a...

Unfortunately, I am submitting a 1 Star review due to the experience we had post hotel stay because of ridiculous billing issues and an unresolved maintenance issue in our room. Overall the property is gorgeous and the associates are lovely. However, upon our arrival to our room, we discovered that the sliding barn door to the bathroom did not stay closed. We tried and tried and it would slide open every time we closed it which makes for a challenging situation when you need your privacy. We visited the front desk 3 times with this issue and it was never fixed nor was there ever any follow up by the front desk to confirm that the problem had been resolved. We ended up having to jam towels in between the door and the wall to keep the door closed which then made the door stick a good 3 inches out from the wall. Again no privacy. I will not bore you with all of the billing issues we had upon our departure, but to sum it up, I had no less than 6 phone calls with Front Desk Agents, Front Desk Supervisors and then finally the Director of Guest Services, this is not counting the 5 times I called, was directed to push 0 for the operator and then the phone just rang and rang and rang with no answer. My husband's credit card had an extra charge of $275.00 on it that no one could explain, our travel companion had over $200 of extra charges on her card and overall it was just a mess. One of the times I spoke with a Front Desk Agent, I could hear another Agent apologizing to another guest about incorrect charges on their card as well, so clearly this is an issue at this hotel. My last conversation with the Director of Guest Services took place 7 days ago which was 4 days after we checked out and the charges were still not straightened out. He informed me he was going to connect with the Accounting Department to get it figured out and would call me back. I informed him I would like to discuss some sort of compensation for the issues at which time he said he would like to get the billing straightened out first and then he would most definitely address some sort of compensation.... I never heard back from him. I called the following day, and was transferred to his voicemail which informed me he was on holiday and that the date was some time in November..... It is now February so just another sign of lack of professionalism. Luckily the charges FINALLY did get credit back to the credit cards, however I have yet to receive an email, a phone call or any sort of...

I am never one to leave bad reviews, especially being a member of the Marriott for as long as I have been. However, I am staying in Nashville during a snow storm and 25° weather and I just found out that my thermostat is controlled by someone else. I have been freezing in my room thinking that it was because of all the windows along the entire wall, but tonight, my 4th night; the day of the snowstorm and me actually being in my room all day, I googled the thermostat and figured out that it is in hard lock (HL) mode on AC. This means that there is a main person somewhere (not me) who can control the temperature in my room. Why am I not able to control if I want my room hot or cold? I have to call the front desk and ask permission to change the temp in my room. I paid over 2k a night for this room and this is ridiculous.. I called the front desk and let the night manager know what was happening and he came up to see my thermostats and personally saw that they were on HL. All of a sudden the air conditioner switched to heater without us even touching it. Then that’s when I realized someone else was changing the modes and when I asked him he agreed that someone else has control. He calls me 20 minutes later to make sure my heater was on and I asked him why is it that I cannot decide if I want my heater or air conditioner on. He began to explain to me that I did not know how to use the unit and it was my fault. He tried this after being up here and witnessing it himself. Now, hard lock is still on by the way. I explained to him that I do not like being spoken to like I’m incompetent and this room is not to Marriott standards. This room has a long list of repairs and I will probably miss some, but Jacuzzi tub (jet button has to be pulled out of tile to get to turn on.) Shower tile is missing and broken, glass door for master toilet drags on floor and has for a while, lighting is terrible especially in the master bathroom, master sink has no water pressure, dirty carpets, record player does not work, missing tile in main entry, fitted sheet does not fit on round mattress and had only a comforter to sleep under which is uncomfortable and cold considering there is a snow storm and my air conditioner is hard locked to ON. This room is definitely due for a major upgrade and is not worth what I...