Extended Stay America Suites Nashville Airport Music City

I was traveling alone, and at 11pm in an unfamiliar city they locked me out of my room over an $11.98 charge. They don’t collect room charges at checkout, apparently. I had left for my event at 5pm and returned around 11:15. My key card wouldn’t work, and after a few tries I went downstairs. The lobby is only open 7am-11pm, but someone eventually noticed me and came to the door. I confirmed my name and showed ID. He went to check, then asked whether I’d bought Wi-Fi and told me there was an $11.98 charge to pay. I paid it. I’m never staying here again and wouldn’t recommend it. I paid $270 for a weekend event stay, Friday night through Sunday morning, and it was the worst hotel experience I’ve had. The first room I was given hadn’t been cleaned, so they moved me. I needed the advertised free Wi-Fi for remote work, but couldn’t get past the upgrade prompts or close them to activate it. I bought a one-day upgrade for $5.99, then ended up getting it for two days; the prompt said it would be charged to the room.

We packed up and left right away. On our first morning, at 6:40, someone tried to walk into our room without knocking, saying “housekeeping.” The latch and other measures stopped the door from opening all the way. My husband jumped up, but the person had apparently run off. He reported it at the desk, where another guest was describing the same thing. That guest said the housekeeper had walked in on him and his wife during an intimate moment. The front desk employee acted as if it was fine and tried to play it down, saying it was the housekeeper. Another employee later told us a worker had been looking for a room to sleep in before her shift started.

On two different days, employees unlocked my room and walked in. I told the front desk guy, but he did nothing. They should know which rooms are occupied. How can I know they aren’t coming in when I’m away? I’d like some kind of compensation.

I’d planned a five-night stay, but left as soon as we could the next morning and found another hotel. After a six-hour drive, I was exhausted and found my room covered in roaches. I went back to the office with my wife and two teenage kids. The guy at the desk seemed high, gave a half-hearted apology, and moved us. I’d paid for two queens, but the new room had two twins. It was also covered in roaches. My wife didn’t sleep at all, and I barely slept while they crawled on the walls. The next morning, the front desk person had the nerve to say I hadn’t mentioned the roaches. I told him to check the maintenance logs, and sure enough, my original complaint was there. Management doesn’t care. I’d have done better asking the roaches for managerial help!