Homewood Suites by Hilton Nashville-Brentwood

Reply to the hotel: Please give me a detailed account of how you handled your employee hanging up on me. I complained to the main Hilton line, and they said the GM would contact me about that incredibly rude behavior. I heard nothing. I also understand a maid “walked out” on the job, rather than the storm affecting staffing. That sounds like a management problem being blamed on the storm. Your Google review page is full of similar complaints from outside the storm, too. How do you explain those? We’d been without power for three days during the winter storm when we tried to check in at 4 p.m. Our room wasn’t ready, and nobody apologized or could give us an estimate. We checked every half hour and got only “nope, not ready yet,” with no updates. I finally went up crying, said I was pregnant and felt awful, and the room was ready within two minutes. The front desk needs serious customer service training. Hilton customer service had told me our first night would be comped because the room wasn’t ready on time, but it wasn’t taken off the bill. I called the local hotel to explain and sort it out. The desk employee said they were very busy because of the storm and short a maid. We still couldn’t check in for two hours after the time we paid for, and I explained that being without power was hard on us too. I said I’d call the main customer service line and asked for her name. She hung up on me. That’s unbelievably rude for a hospitality company. The room wasn’t clean when we got in, either, and there was a nasty foo stain on the carpet.

I stayed here about five weeks for work and would absolutely come back. The rooms have full kitchens and fridges, a separate living area with a TV, and pullout beds. They’re comfortable, with real heating and air conditioning rather than window units. There’s also a sitting area with grill pits, a pool, and a workout room in the quad. It’s not cheap, but it’s not overpriced for the extras and room to spread out. Breakfast includes the usual bagels and waffles plus fresh made-to-order burritos and yogurt. Wednesdays bring an evening snack time with free beer. I enjoyed the stay. They say they’re planning a remodel, though I’m not sure what needs updating since the rooms don’t feel outdated.

Six weeks after checkout, I got an email saying every charge had been reversed and I still owed the hotel. Instead of owning the mistake, they threatened to block me from Hilton. I’m willing to pay what I owe, but this lack of accountability and professionalism is unacceptable. Take your money somewhere that knows how to run a business. The original charge went on my card before I arrived, which was fine. On the third day I asked them to move the payment to my debit card, and they did. When I asked them to reverse the first charge, I was told it would take 7-10 business days. At checkout, the woman at the desk couldn’t give me a receipt because she didn’t know how to process two payments. The manager said they’d “check their internal accounts.” My bank showed the debit had gone through, so I moved on. Staff seemed unprofessional and poorly trained throughout. The cleaning crew couldn’t communicate basic information, and the front desk was worse. This is what happens when a Hilton franchise is run by people who don’t understand customer service or basic accounting. I wouldn’t recommend the place under any circumstances.

We paid a very high rate, even as HH members, for a dumpy room, then moved to a different Hilton as soon as we could. They welcomed us with cold water and a displacement rate that saved families like ours a lot, after several days without power or water and no clear end in sight. We contacted Homewood customer service afterward to ask whether they’d consider an adjustment and whether we’d missed a displacement discount. They basically said rates were based on “supply and demand.” Given how many people were displaced in Nashville, that felt like price gouging during a disaster. We chose this hotel because it was near home and the ice on the roads made us unsure we could get farther. We couldn’t reach anyone to book directly, so eventually booked online through the HH website because we couldn’t stay in our house another night. The room wasn’t very clean. A kitchen cabinet wasn’t attached to its hinges and fell off when opened, half the outlets didn’t work, the corners were dirty and peeling, and the furniture was very worn. The hotel badly needs deep cleaning and an update. While other hotels were offering deeply discounted rates to storm-displaced families, this one charged a premium.