TownePlace Suites by Marriott Nashville Smyrna — Hotel in Smyrna

My husband and I stayed at the TownePlace Suites by Marriott in Smyrna, TN for one night (May 5-6th). After a long day of driving, once we got to our room, we wanted to take a nap. Immediately upon folding the covers back, we noticed multiple strands of hair in the bed! I called the front desk to request a bedding change. A few minutes later, Jade, the head of housekeeping, came up and changed all the covers. I even showed her the hair while she changed everything. She then decided to even change the pillowcases because we noticed hair on those as we took the pillows off the bed for her to make room for the new sheets/covers! She said the hair looked like dog or cat hair. She did tell us that the hotel is pet-friendly; and that sometimes when they dry the bed spreads, the dryer doesn’t remove all the pet dander. She informed that she has expressed to management about using dryer sheets in hopes to trap some of the pet hair; however, management hasn’t responded. I liked that she was very apologetic about the situation and informed that she will do more training. She said that the hotel is short on housekeeping staff and are hiring. She was very sweet and understanding of our concern. We thanked her for promptly responding to our situation.

Later that evening, as I was about to get in the shower, I noticed SEVERAL strands of hair stuck to the shower walls and floor. These strands were longer than the strands in the bed. Human hair maybe? In the corner of the shower were strands of hair and lint/debris. There was also hair on the areas where you sit your soap and other personal care products. I’m glad we had flip-flops! We used them to shower. We just didn’t trust the unclean shower. It had NOT been cleaned. Now I do believe the previous sets of sheets were clean; but like Jade mentioned, had some pet dander left behind after being dried. But that shower, was a different story! It was nasty and neglected. I didn’t even think about taking pictures before showering, but hubby suggested I do so after I got out. So, if a manager reads this, we have proof of the neglect in my phone.

When we checked out the next day, I asked the guest services representative, Sabra, if a manger was on duty. She said no, but asked if I had any issues. I told her about the the dirty shower. She immediately went and got Jade. I spoke with Jade telling her that we noticed the dirty shower hours after she had left from changing our sheets. I told her that I am a Marriott Rewards members and have NEVER experienced cleaning issues in a Marriott. She again expressed an apology, said that she would do some additional training with the new lady who cleaned our room, and that they would add some more points to my Marriott Rewards account. Again, Jade was very understanding. She said that she hopes we come back and visit them. I didn’t respond to that invitation because honestly, we won't stay there again or recommend it to others.

We knew nothing about the hotels in the Smyrna area before staying at TownePlace Suites, but figured we could trust staying at a Marriott. I wanted so much to like our stay. I mean, the hotel is fairly new. I think it was built in 2016. The aesthetics are nice. It was quiet; so no noise issues. I liked the kitchen in our room and that it had everything you need to cook and eat. I even requested extra face towels the first night; and the guy working the front desk brought them right on to our room a few minutes later. However, they SERIOUSLY need to tidy up on the cleaning.

Another Google reviewer (Colleen Allen) shared a few days before my review, her experience with a nasty shower. Why am I not surprised?! Somebody please get this hotel some dryer sheets and better cleaning...

Traveling with my adult daughter and husband, along with a young service dog in training and an older rescue dog with a medical condition. We were trying to stay at another place, when they could or better would NOT accommodate us. The service dog was welcome but the other not. The only had a King bed let for three of us... called your hotel and were welcomed. Arrived and greeted by Angela, whom was an angel to deal with after traveling all day and frustrated phone calls to find a room for us. She was cheerful and attentive- I told her about our experience trying to find a room using a pet friendly app. She was concerned about our experience and the idea of welcoming one dog yet not the other, while stating themselves as pet friendly. She was professional and expressed delight that we were here now and not to worry about anything else! The asked if we would like to stay in the handicap room, first floor, close to doors. ... not in my wildest dreams did I expect one to be available this time of night! There were rugby and soccer teams. She was great! Knocked a bit off our bill as a courtesy, after presenting my rewards numbers for United & hotel. Our family has a new go to home when traveling from our Northern home to the Southern one. The only observation I have, is the food choices. I could not eat breakfast as such, since there were no real gluten free options out there. I know good is pricy, but there are many with medical conditions- why not have a plain Greek yogurt and done toppings for it for those of us? All the food colors and gluten ... there was not much to eat. Having the sports kids there, lol, did not help either since they eat “everything” insight ;) so fruit and hard boiled eggs were not easy to come by. Dry cereal is not labeled if gluten free so, I believe there are opportunities to accommodate allergies by investing a little bit of time labeling them.
There are so very many allergies and medical issues out there, which would benefit from this. As a larger corporate party, setting up a niche for healthy options and working with a specific vendor may bring on other opportunities to elevate and set your brand apart. We did have stained pillow for pull out bed. My daughter went to exchange it and get sheets for the bed. Someone was there for a stained comforter too ... double check those extras every so often? The room was clean and very nice other than this. The outdoor living space beautiful designed and...

Carmen was the reason I couldn't give my stay here 5 stars. Me and my family had a terrible experience involving this rude, hostile employee at this location because she was so determined to break down the breakfast buffet 30 minutes before closing time. She argued with myself and my man as if we didn't have a means to tell time. She actually had the audacity to argue with her leadership as well when being coached on how she treated us and threatened that that day would be her last day. I truly hope it was, because she clearly doesn't have the people skills you need to be successful in the hospitality industry. Jade is the housekeeping manager, and she was very pleasant. She let me know I'd be receiving extra points for my mistreatment from her staff. Now, the stay itself was nice. It's location is close to everything on this strip here in Smyrna. The rooms have everything you need, including extra storage. The beds are more comfortable than the last location I was at. Externally, there wasn't much room to accommodate pets at this pet friendly location. The hill that's located where the puppy cleanup station is, is dangerously steep and short. I walked my babies across the street in a detached lot so they could have a room to frolic and do their business. There's a lot of competition in this block. Enough for me to avoid being disrespected by Carmen if I ever had to book this area again. But if the staff improves, I'd definitely say try...