4/10 Poor
Ryan
Travelled with family
6 Oct 2024
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
We weren’t permitted to check in for over an hour because the University of Tennessee football team was in town and “didn’t check out until 3:30” per the lobby staff. When we tried to check in at 4:15, the check in staff said “well a lot of people are just going to the game and checking in after.” He was very dismissive. When I told him we had been traveling all day and needed to shower and needed to nurse our son, I was told it would be at least 30 minutes before a room was clean and we could be on a wait list. In meantime we could change in the public bathroom. When I asked what he could offer for inconveniencing us for over an hour, he acted so annoyed with us. He told me we could go to the manager’s happy hour at 5:30 for two free drinks, as if he was doing us a favor; this is something they offer regardless. I understand the staff was burdened by a high profile client and team but that doesn’t change the fact that every other customer paid for the same treatment. If I decided to stay in my room in the morning and make the hotel wait an hour for me to be done, do you think they would be understanding?
In the morning, when we went to check out, I asked the attendant at the front desk if she had seen any luggage carts. She told me I just needed to look around the hallways on each floor if I couldn’t find one in the lobby. The customer service was just awful.
Ryan
Stayed 1 night in Oct 2024