Hyatt House Nashville Downtown / Convention Center — Restaurant in Nashville-Davidson

This place… Not worth the money in my opinion. We spent 5 nights (2/28/2024 thru 2/26/2024) at this luxurious motel 6 style hotel. We Requested housekeeping every other day, and guess what…. Never got it. We were in the room our last day and got a knock at the door… Housekeepy… wife answered the door and the lady again said, housekeepy… my wife “no, es ok” and stated my daughter was in the shower and since it was our last day there it wasn’t necessary.. ok, rewind to the first night.. I took a shower, finished, opened the door and stepped out onto the show mat.. there was about an inch of water standing on the floor… so, I cleaned it up and called the front desk. They sent someone up to investigate and attempt a fix. Now keep in mind, I have been in the business of water damage and restoration repairs for 27 years, so I have seen and fixed a thing or two. The first fella they sent up, I explained how I would fix it to solve the problem. Bless his heart, He did the polar opposite. He said it’s fixed and will not leak again, so… my daughter took a shower… you guessed it , there was an inch of water on the floor… cleaned it up again, and by this time we are out of towels. I called the front desk again and they sent up a couple towels. The next day I called and advised them it needs to be fixed or we need a different room… no other room available, ok I understand that… so they sent another fella up and he looked up, he looked down, he looked all around and he attempted to fix the shower again. After this fix it was WORSE. I kept in contact with the front desk as I didn’t want them to think we were causing the damage that was occurring to their room. They brought us a few more towels but said we would have to wait for more as they didn’t have any and they were all in the washer. Ok, I told the maintenance fella that the water was going to start leaking into the room below , and he stated, no it won’t these places have concreted floors.. ok, well there are plumbing protrusions (holes) in the floors and water will seek the path of least resistance.. anyways, the shower just kept leaking on the floor and we just left it.. we paid something like $1500 to stay and I felt it wasn’t my duty to work while we were on vacation. We were riding the elevator up, and some fella with what sounded like an Australian accent asked us how our stay was going… I brought up the shower flooding issue, and he stated oh well have a great day.. he was some sort of management at the Hyatt house.. anyways, I guess if you want to breathe concentrated mold spores or the possibility of contracting legionella or something, this is the place to be…

Security was great, and staff were great, I feel that the situation could have been handled better. Maybe bring a shop vac or a portable flood extractor to clean the water up or?? And not expect the guests to handle the cleanup.. it’s not my problem the...

Apparently this hotel only comments back to 5 star reviews and not paying customers who were lied to and unhappy.

Had made my reservations 4 months in advance for our first ever Nashville trip. We arrived 2 weeks ago and had looked forward to it for months only to arrive at the hotel to find out we had to switch hotels due to a water main break. With that being said I understand things happen but this had been a problem continuing for 3 days prior to our arrival and I never once received a phone call. We flew in and I had to use Lyft to shuttle us to hotel. Once we arrived we were told we were being moved to another hotel but they would not transport us there so another Lyft had to be ordered to transport. Expense out of my pocket. The hotel they took us to had construction going on in lobby and a long line of people all trying to check in with a very rude staff due to being over whelmed with the over flow from this hotel. We had booked a king bed at Hyatt House and new hotel didn’t have any king beds available. The bar at the new location was a joke and there was no restaurant at the new location. We spent half our day trying to get checked in at the new hotel and was also told we would have to pay $1100 and then let Hyatt house refund our money. I had already paid in full at the Hyatt house months prior. I called the Hyatt House several times while waiting in the lobby at new hotel and spoke with Ester who said she would fix it. After a while I finally had to call Ester from my personal phone and hand it to the lady at the new hotel to fix it. Basically doing her job for her. We were told we would be reimbursed for 1 night stay and transportation we had paid. I received a letter from Hyatt house stating that as well. It’s been 2 weeks and Hyatt House will not respond to any emails, text or phones calls. This was suppose to be a nice get away for my wife and I but turned into half a day lost and a lot of work on my part getting rooms situated that should have already been taking care of by Hyatt house. This review is being left because Hyatt House is not communicating with me or trying to help me out resolving matter. We lost 1/2 day at least dealing with hotel, had to get another Lyft transport to new location, was down graded in room, no restaurant in hotel, bar was a joke, hotel staff was rude, construction in the lobby and a lot of people waiting in long lines to figure everything out. Review can and will be removed if hotel will make this right. Trip was amazing other the problems we had with...

We have at this Hyatt House three other times when visiting Nashville, this time will be my last. There are several reasons for this.

First off, it was absolutely disgusting how the breakfast staff treats disabled people. My wife observed the breakfast staff just staring and walking past at a man with CP. He was standing there with his crutch and braces and they just stared at him while he struggled to get food.

My wife noticed this and walked over and helped him get food, coffee, and a seat. When she was finished helping him, she went back to get her food, and the lady told her it was past 9.

My wife shared that she was late due to having to help a guest for them while they saw him and ignored him. The lady rolled her eyes at my wife and got her a plate. Since NO one wears name tags there, I have to describe them by features. This lady was a larger black female with dreads that was in a bun on top of her head.

The next reason for our disappointment was how the Assistant Manager, Will, treated my wife. Our children were being a little rowdy in the lobby due to the pool being broken and them waiting to get back in. Will came up to my wife and aggressively and loudly with arms going up and down and said “You need to get your children under control!” My wife shared with him that she would work to do that, but he needed to get the pool fixed so they could play there. She then told him of some of the issues that were going on.

In that conversation, due to NO one wearing name tags, she had to describe someone by their features. She described one of the front staff members as a black lady. Will went off the deep end and said “That’s it! I am calling the police, what you said is racist!” My wife explained that it is not racist to describe someone by their features. After educating Will on what racism really is, he apologized and provided my children cookies. My wife apologized for getting elevated as well.

We are thankful that Will apologized and know that it did take character to own up to it. I just hate that it had to go to that level over my kids just being kids. I would just ask that your company offers some training to leaders on how to approach guest and how to better identify hateful speech.

To close out, the pool was broken 2 out of the 5 days we were there, the elevator to the garage was broken for almost two days. It just sucked! I cannot believe all this happened...