I am writing to formally express my dissatisfaction with the service my husband and I received during our recent stay at the Nashville Airport Embassy Suites. As a Hilton rewards member, I had higher expectations for our experience, especially under the circumstances we were facing.
Upon our arrival, we were informed that we could not check in early and were placed on a waiting list. Unfortunately, we never received a call regarding our room availability. During this time, we were not offered any water or a comfortable place to wait, which was particularly challenging as my husband is a disabled Veteran with multiple sclerosis. The only option we had was to remain in our car, which was far from an ideal situation.
As breakfast time approached, I inquired if we could have breakfast, even offering to pay for it, but was told that this would not be possible. This lack of consideration for our needs was disheartening, especially given the reason for our visit: to assist our dear friend in identifying her young son, who passed away suddenly while sleeping.
We finally checked in around 9:45 PM after an exhausting day, and due to our early flight the next morning, we were unable to enjoy a full night's stay.
Lastly, we tried to get food at the bar and were turned away, and the bartender closed us out while cleaning.
There were also over 100 young people under the age of twenty one hanging around and hanging on the balconies making noise. Our stay was not pleasant.
