Embassy Suites by Hilton Nashville SE Murfreesboro

The indoor pool was much bigger than a typical hotel pool and was a hit with my family. There are plenty of stores and restaurants within walking distance, too. We only ended up here because an ice storm knocked out our power. At 45 minutes from home, this wasn't somewhere we would have planned to visit otherwise, but it became a bright spot in a stressful situation. The hotel was full of families who hadn't planned to be there, and I imagine the staff weren't expecting such a crowd. They handled it so well. Everyone was kind, the place was clean, and breakfast was great. It was an excellent stay. Thanks to the whole staff.

The included full breakfast and direct access to the convention center are the hotel's main draws. There are also several newer hotels within walking distance of the center. One policy to know about: a Tennessee-compliant “no firearms” sign is posted at the front entrance. That means permitted, background-checked gun carriers have to disarm before entering. The only legal option is leaving a weapon in your car, and the hotel says it's not responsible for items stolen from cars in its unsecured parking lot. The hotel is showing its age. My room's carpet was thin, wrinkled, and smelled like a basement from the 1980s. With so many wrinkles, I doubt it can be cleaned effectively. The shower pressure was poor, and the showerhead nozzles were visibly clogged. On the second floor beside the convention center, large air-handling equipment sits right outside the window and drones constantly. I eventually fell asleep, but you might not.

We got up early the next morning, enjoyed a good breakfast, and left. The rooms were clean and about what I expected for the brand, but service at the bar and restaurant was lacking. I felt like a bother to the bartender, who wouldn't let me start a tab. The bar staff handed us menus without explaining how to order, and we had to pay for the food in advance. After 40 minutes, I went to ask about our order and found the food in bags at the server station. They said it had just arrived, but the wilted lettuce and barely warm food made me suspect they'd forgotten about us. The food wasn't great, but we were starving and ate it. Since it came as takeout, we cleaned up after ourselves. We wanted to stay for a few drinks, but the bartender still seemed not to want us there, so we went to our rooms.

After a long 12-hour drive, I was excited to check into the beautiful hotel, but Rosalee refused to check us in at 1:30 a.m. because she was doing the night audit. I've worked in a hotel and know the process. I believe she could have accommodated us. I have over 35 years in customer service, and I've never been treated so rudely, especially by the first person guests meet. I felt discriminated against. I had my three children with me and was livid. I drove across the street to the Hilton, where they repeatedly apologized, checked us in quickly, gave us water, and offered a complimentary late checkout. I emailed their front manager right away. Their front desk clerk even followed us outside. The service here was extremely poor.