Woodspring Suites Hermitage - Nashville Airport

My stay at WoodSpring Suites Hermitage - Nashville Airport was one of the worst hotel experiences I’ve had. I want to be clear that the front desk attendant was polite, professional, and repeatedly apologetic. My complaint is entirely about the General Manager and the lack of professionalism, accountability, and customer service from management. I was in town because my grandmother had been in a serious vehicle accident that day and wasn’t expected to survive. We were already dealing with a painful family situation, so the hostility and lack of compassion from management were especially disappointing. At about 6:30 PM, I called to book a room and received a confirmation email around 7:00. Within roughly five minutes of booking, I realized there was an error and called back to correct it. I got the runaround: a manager discussed the cancellation policy, I was transferred to “corporate,” who said the front desk had to help, and after being transferred back, the manager refused to speak with me. When we arrived, we were told there were no rooms available, even with a confirmed reservation. Staff said none of the rooms were clean and they didn’t know why reservations were still being taken. The front desk attendant said she was in training and had worked there about two weeks. She told us the General Manager was on site, lived on the first floor, and she’d get him to help. We waited around 30 minutes, but he didn’t come. When she checked again, she said he had gone back to bed. Eventually, a man in a tank top and shorts came out, got a drink and snack from the vending machine, walked behind the front desk, and identified himself as the manager. He stood there while the attendant explained that no rooms were clean and no one knew why we’d been given a reservation. By then, we’d been at the property nearly an hour. Because of the earlier call about cancellation and concern my card might still be charged for a room the hotel couldn’t provide, I only asked for paperwork confirming I wouldn’t be billed. The manager became confrontational. He said he’d been sick and had worked 40 days straight, then asked “what kind of human being” I was for not feeling sympathy for him. I calmly explained I just wanted written confirmation of no charge, and that he was the only one escalating things. Things got worse when he rolled down the metal barrier between the front desk and the waiting area, refused to help further, and told us to leave or he’d call the police. We were only trying to sort out a problem created by the hotel. For anyone considering a stay, a confirmed reservation apparently doesn’t guarantee a room, and if something goes wrong, expect little accountability from management. It concerns me that this property is independently owned by Concord WP COL Hermitage LLC and managed by Common Oaks Lodging LLC under a franchise agreement with Choice Hotels International. The ownership and franchise partners should be ashamed to tolerate or stand behind this level of management and service. I’ll post about the experience anywhere I can and share the video of the manager refusing to help, closing the metal barrier, and threatening police instead of resolving the hotel’s problem.

The location was good, but the service and room were awful. There was dried food on the desk, a dark stain on the comforter, and no TV remote. I called the front desk and waited 40 minutes for someone to come up. The replacement remote didn’t work either. The walls are thin enough that I could hear people shouting along the hall and every conversation in the rooms beside me. During Memorial Day, the office is closed and they’ll only check people in. They wouldn’t help with anything else.

The lobby was warm, and the front desk staff were friendly. I needed somewhere clean and warm during an ice storm and power outage, and luckily there was a room available. I did have to wait until 5 p.m. for it to be cleaned, but it was worth waiting. The room was dog friendly, with a large refrigerator, a two burner stove, and space for my things.

Getting towels was a hassle. They gave us one towel and one washcloth for the room because of an “exchange program,” even though there were two of us, so we kept going downstairs to ask for more. Nobody cleaned the room or did anything while we were out. The desk was often unattended, and it wasn’t clear who actually worked there. There was no hand soap or body wash, and coffee at the station cost extra. You can hear people through the walls too. A really inconvenient stay.