Residence Inn by Marriott Nashville Green Hills

Breakfast was the best I've had at a hotel, with tons of choices and hot food that felt like real food. The cheesy eggs and biscuits with gravy were great, and my kids loved the huge selection of name-brand grab-and-go cereals. There's coffee all day, plus hot water, tea, and hot chocolate. The hotel was very quiet too. We never heard anyone above or beside us, and it felt like we had the place to ourselves. The rooms were clean, and aside from the pool, the hotel was excellent. We chose it because the Hyatt didn't have a pool for our three kids. It was really hot during our visit, but the pool was ice cold and had bugs floating in it. Our kids wouldn't get in. It didn't seem to be cleaned daily or have the jets or heater running. Parking is expensive, but what can you do. We really enjoyed our stay a couple weeks ago and wanted to give 4.5 stars, but the rating wouldn't let me. I'd recommend staying here, just don't count on swimming unless they clean and heat the pool.

I gave this hotel one star because it took too long to send a contract, and my family ended up booking elsewhere. I called on Friday to reserve 10-15 rooms and spoke with Dillon, who took my details for the room block. He said Mandy would contact me the following Monday about the contract. Mandy emailed me at 3 p.m. EST. I called her at 4 p.m. EST to finalize it, and she said I'd receive it Tuesday morning. By 11:30 a.m. Tuesday, it hadn't arrived, so I emailed Mandy. She replied within minutes that it would be sent by the end of the day. I followed up at 7:09 p.m. EST, and she sent the contract Wednesday at 4:56 p.m. EST. By then I had already blocked the rooms with another hotel. It's unfortunate that Mandy's lack of customer service meant my family couldn't do business with this Residence Inn, especially since it offers many of the amenities we needed.

Ms. Wade, the manager, went above and beyond when there was an issue with our room and made my wife and me feel at home. The customer service was outstanding. I don't usually review hotels unless I'm giving five stars, and this stay earned them. Onsite parking is a bit pricey, but the hotel is wonderful and conveniently located near everything in Nashville. We'll definitely stay again when we visit.

Parking at $35 a night was shocking, and while the breakfast workers were super nice, the food was mediocre. Housekeeping only comes every other day, but nobody told us that before we came back to find no clean towels or toilet paper. They were quick to charge, though. There's a $110 pending credit card charge that the front desk attendant said was a mistake because we'd prepaid. She couldn't remove the hold since she wasn't a manager. Apparently there's no manager on duty on weekends, so I guess I'll have to call after I get home to sort it out. The service was terrible, and the hotel was very disappointing. I asked my husband to remind me never to stay at a Residence Inn or Marriott again.