I’ll start this by saying I typically don’t write bad reviews. Everyone can have a bad day, so I tend to let a bit slide, but after my most recent stay at the Conrad Nashville, I feel the need to write this review.
I’m only Hilton Gold status, but I typically stay at four star or higher properties and therefore usually get a bump in room upon arrival. I also normally reach out to the concierge to introduce myself beforehand. It’s just something I like to do, and I find it helpful in case we are looking for a good restaurant to visit on our trips. I reached out this time to ask about a room bump, and Austin, the concierge, informed me that upgrades are done the day of arrival, but that he put my name higher up on the list. This is a normal response when I reach out, so I didn’t think anything of it.
When we arrived at the hotel, there were two front desk associates who were most likely new and couldn’t find my reservation at first. I don’t remember his name, but he was very nice, just a bit green. A manager came over and helped him, then left. I inquired about a room bump, and he said no, and that was that. I wasn’t sure if he just didn’t know or what, but that was the first disappointment. Still, no big deal, we booked a balcony room, so it would be nice enough.
Once in the room, we were surprised by how tiny it was. For a mid-tier room in a five star property it was very basic and also had a connecting room, which I specifically asked not to have. Of course, we had a loud neighbor who paced around his room yelling on his cell phone which woke us up both mornings during our stay. Also, there was very loud traffic throughout the night. Again, I’m used to staying in four star or higher downtown properties, but there was no attempt at noise isolation at all here. Then there’s the mattress. That was one of the worst mattresses I’ve ever slept on. It was basically a stone slab and the 1-inch-thick pillows didn’t help either. Again, my wife and I were just flabbergasted by the quality of this room in a namesake property.
Our first morning, I went down about 10 minutes earlier than my wife and the couple we were traveling with to get our name on the house car list so we could use it to go to brunch. Jake, the associate at the front desk, was a bit snippy with me. He said no one was on the list currently and to just tell the driver when we were ready to leave. He then pointed to an older gentleman outside. I asked if he was sure I shouldn’t put my name on the list and he said no in a sharp tone and went back to what he was doing. Ten minutes later, my party was downstairs and we were ready to go. I went out and told the gentleman we were ready and he seemed surprised and replied, “I’m not driving today, who told you that?” in a very unfriendly manner. I told him the front desk associate, Jake, had instructed me to do so. He then brought me inside with him to scold Jake for telling me that, and said he wasn’t even driving today and that the house car had just left. I asked what we were supposed to do, and Jake, in a very sarcastic tone, informed me he couldn’t just hold the car for me sir. Well, no one was on the list so where did the car go? I said if he would have let me put my name on the list, then this wouldn’t have happened and then he scoffed at me, so I had to walk away. We ended up Ubering and barely made our reservation.
Then the next day, when we were going to check out, my wife went to the front desk and it was Jake again. She asked him how we paid for valet and whether it would be on our room bill, as it’s not that way at all properties. He said in a very condescending tone, “Are you staying here?” and my wife responded, “Why would I ask you that if I wasn’t?” I don’t know what his problem was, but at a five star hotel you don’t expect these kinds of snippy responses from employees.
Honestly, what makes a higher-tier hotel worth the price is the service you get from the staff. That was lacking here from everyone besides the valet, who didn’t work for the hotel, and the bartender at the lobby bar. The rest of the staff made it feel like we were staying at a two start property. I honestly can’t believe that a five star Hilton property that bears the founder’s name was this bad. We stayed at the Waldorf in DC a few months ago and it was a night-and-day difference. This hotel needs a management and staff shakeup to solve its issues, it seems. Next time I pass through Nashville, I won’t be staying here, that’s for sure.
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