Courtyard by Marriott Nashville Brentwood

Lorenzo made a great first impression when he checked me in. He was personable and helpful, the kind of person you’d want greeting guests at your business. The room was clean, restaurants were nearby, and service was timely and accommodating. It met the usual things I look for in a hotel, but the customer service stood out.

We’re staying in the lobby during a huge ice storm, and Melissa (the OM) and the staff have been friendly and accommodating. This is my second extended stay here when a situation like this comes up. The welcoming staff, nice lobby, available food, and hot coffee are why I’ve come back. Thanks to everyone, xoxo.

The service was the biggest disappointment. We asked to have the room cleaned on Saturday, but housekeeping never came, even though we were out most of the day. We had just three towels for all four nights, and when we left the trash cans stacked in the hallway, nobody picked them up. The room itself was small for a king with a sofa, had no safe, and smelled awful, almost like it had just been fumigated. The sofa was filthy and clearly had been used for eating, and needed replacing. The air conditioner was extremely loud and ran around the clock because it was hot. We were there Wednesday through Sunday, in the middle of a busy retail area. We usually stay at Marriott brands, and this was a big disappointment.

The lobby looked nice, but the rooms were very dated, and the hotel itself is older, though in a quiet location. We noticed what seemed like bites, took photos, and showed the front desk. They apologized, said the room would be inspected, and referred it to the general manager, who was away but expected back. He was supposed to call while we were checking out and heading to another Marriott. No call came, so I phoned at 4:00 PM. They said he was in a meeting; I called again 30 minutes later because I didn’t want to carry bed bugs to the next hotel if that was what we had. The GM eventually got on the phone, immediately defensive, and said, “it's TN. We have mosquitos.” From experience, mosquitos don’t bite three in a row. He said ECO Lab inspected the room and found nothing, but wouldn’t provide a copy of the report, so how could I know it was inspected? When he asked what we wanted, I requested a refund of the points I’d used. He refused and offered only 5000 points for the inconvenience. That ended the conversation. I’ve called customer service several times over the past month. Each time I was told the case was open, escalated, and someone would call. More than a month later, nobody has. After many years as a loyal Marriott customer, I’m very disappointed by both the GM’s response and customer service. I don’t recommend this hotel.