Tru By Hilton Nashville Downtown Convention Center — Hotel in Nashville-Davidson

I was quite disappointed with this experience to Tru by Hilton in Downtown Nashville. This was my first ever stay with a Hilton property and first time to Nashville. Upon entry to the hotel lobby, an awkward encounter happened with the front desk staff member who was in training, but was working on her own. I was hoping for a warm welcome and nothing of the sort was given. The front desk staff member did not mention anything about being a Hilton Honors member, did not thank me for my visit but laughed when asked what was the reason for my visit, when I responded with "personal."

Upon entry to my hotel room, a hearing impaired room, which is similar to a standard double queen room, I injured my leg by hitting the bed frame. My leg began to bleed for the next few hours in severe pain. My two guests hit the bed frame at different times during our stay. The bed frames did not align with the mattresses.

The hotel staff seemed untrained, not authentic and just simply going through the motions. There were several employees at the breakfast area, none of which were monitoring the stations, as my guest began to make a waffle, the staff member told him he had to take one that was previously made, stored in a hot box that was not fresh nor hot. I tried the pancakes that were cold and not fresh. The breakfast buffet was less than satisfactory.

I wished I had booked the Marriott next door and will remember this experience the next time I think of booking a Hilton property.

The pool is less than acceptable compared to the two hotels across the street, Margaritaville and Marriott. The price per night was similar to the Marriott at $200 per night averaged.

The bed was comfortable, the pillows were acceptable, but didn't leave me with a warm and fuzzy feeling. Be careful with the bed frame! It hurts and the mattress isn't large enough to accommodate the metal frame. The light sheets were minimal, but I did sleep quite well.

The only positive experience from this trip was the valet attendant, Alexander. He was always smiling, always willing to help and was the only person that thanked me for visiting Nashville and Tru by Hilton.

I will likely never stay at a Tru or Hilton property again from this experience and would appreciate being contacted with an explanation of the behavior of the hotel staff. Is this how Hilton operates? Having worked in hotels on the front and back-of-house sides, I'm shocked this hotel is operating as is. I have previously completed a survey without a response and becoming more concerned with the lack of attention to detail with...

So is this hotel Tru Hotel or Home 2 Suites? When asking the front desk the first person was like I have no idea. The 2ns said I've been here for a year and I don't understand. We stayed in a Tru room. Make sure you have your cell phone out from the time you get to the elevator, you need you Hilton app if you are registered and going straight I your room. If you are coming and going do valet, everytime you leave you have to pay for parking. The room was nice and the view is great. Clean and ok. Downsides of the room, only 3 hangers and no real closet. I got in the shower in the morning and there was no shampoo or conditioner it was completely empty. The night we stayed we went up to the "pool" it really a hot tub, Nice size. They have a nice bar type area for small gatherings, nice seating area, and a nice BBQ. There is a fire pit but it was not on. Be careful the tiles are loose. You also need your phone to get in this area.

The breakfast was ok. Better then some. Understand covid restrictions. I was sad that we were not able to try the biscuits and gravy that others raved about. There was a good selection.

Now the main issue we had we needed extra pillows. The front desk staff didn't have access to get pillows. So we called the Hilton line, and in the end they went to another room to get pillows. I would not have cared, but we called earlier in the day to see if we could get pillows or I'd we needed to bring our own (someone in our party just had surgery and needed them). They said no problem just ask. The poor girl at the front desk said she did not have the tools to get them (access to the housekeeping area). She stated she called her manager and said sorry, but you can't have it. How do have someone that works a front desk and not give her the tools to make sure they can make the customer happy with in reason? And extra pillows in not asking to much. This was an OK place. Not to happy with my stay. It is close to Broadway. I will probably try a different location when...

As a Hilton Honors Member,, I’ve stayed at other Tru properties before and never had any issues. This was the worst hotel experience I have ever had. After a long day of travel, we were placed on the 3rd floor and parking is underground which is totally fine. The elevators were turned off, and we were stuck in the garage with our luggage. After calling numerous times, the general manager, Bobby J. came down. He offered to help us with our bags as my partner had hernia surgery recently and we couldn’t carry heavy bags up stairs. We agreed to let him help us; he then proceeded to inform he was recovering from Cancer.. that is extremely uncalled for to share that information to deliberately make us feel bad for him offering to help. We told him we didn’t want his help and if he could have someone else come help. He said ano one else was coming and that he would be helping us. He proceeded to be rude by raising his voice and getting stern. When we asked him to please leave us be and walk away, he proceeded to continue being angry, argued and remain in our personal spaces. We asked for some type of resolution to the situation, and he said ‘here’s what I can do for you- charge you for the full amount of the night and you can find somewhere else to stay.’ This was bating and aggressive behavior to get a rise out of us. We asked numerous times for him to leave us alone without him doing soave us alone. This was harassment and made us extremely uncomfortable for our stay. This is as the worst stay at a Hilton property and makes us never want to return / stay at a Hilton property again.

Shame on you, Bobby, for your disgusting behavior and lack of leadership to resolve a situation and weaponize a personal matter to make paying guests uncomfortable. We will NOT be back to this property. This is not the kind of experience any custom should have let alone me for the nearly $400/night they...