Best Western Plus Nashville Airport Hotel

I arrived without a reservation, very distressed and dealing with personal issues. The receptionist Monika immediately helped me and was caring and empathetic. When I extended my stay each day for a couple of days, she kept taking good care of me and asking how I was feeling. Adelita looked after the breakfast bar every morning and kept it in top shape. She also made sure I had what I needed and greeted me cheerfully with a smile. My stay was exceptional, and by the time I left, my mood had lifted and my heart was healing.

The icy conditions in Nashville were stressful for many of us, but the staff were so helpful and kind throughout. Gary and Monica at the front desk stood out, as did Adelina, who kept the breakfast buffet going with waffles, eggs, and sausage. The lobby and rooms were clean and well designed, and the staff made my family feel welcome. We had a great experience at Best Western Plus Nashville Airport Hotel.

This was my third stay at your hotel, and unfortunately it turned into the worst night I've ever had there. In the morning, while my husband was on the toilet, a metal panel from the bathroom ceiling exhaust fan came loose and fell right onto his head. This was a serious accident involving falling hotel equipment, not a minor problem. Soon afterward he felt dizzy, which was very concerning after a head injury. English isn't my first language, so we asked our son, who speaks it fluently, to call the front desk for urgent help. On the first call, staff said the manager wouldn't arrive until after 8:00 a.m. and nobody could come to the room. There was no apology, and no one came to Room 205. My husband made the second call himself, understandably upset, but got exactly the same response, with no apology, help, or visit. For the third attempt, my son and I went downstairs to speak to the front desk in person. Again, no apology and no action. When we were checking out and leaving, maintenance came into our room to fix the very fan panel that had fallen and injured him. The manager still wasn't there, and nobody showed concern for the injured guest or apologized. My son asked why they were repairing the equipment without addressing the injury or taking responsibility, and whether the hotel thought equipment mattered more than guest safety. The front desk staff replied dismissively that she couldn't help and we could "complain if we wanted." This showed a serious failure in guest safety, emergency response, and staff training. Guests shouldn't have to fear falling ceiling fixtures or be ignored after reporting a head injury caused by hotel property. I'm sharing this because future guests deserve to know there may be real safety risks and that an injury might bring no apology, accountability, or resolution. We expect a formal response and explanation, appropriate compensation, and clarification about what corrective steps will be taken to prevent this from happening again.

We travel often and stay at plenty of hotels, and this was one of our most disappointing experiences. The room was dirty when we arrived, including the sheets. Then, on our last night, the fire alarm battery was dead and kept going off all night, so we couldn't rest. My boyfriend also bought two bottles of water, but his credit card was somehow charged over $106. We were told it would be corrected, yet no refund has arrived and nobody has followed up. Poor cleanliness, neglected maintenance, and an unresolved billing problem are unacceptable. I wouldn't recommend staying here. It was one of our worst hotel stays, at this Best Western near the Nashville Airport.