6/10 - Được
Stephen
Đi cùng bạn đồng hành
11/05/2024
Thích: Sạch sẽ, nhân viên & dịch vụ, tiện nghi, dịch vụ, điều kiện & cơ sở vật chất nơi lưu trú
Firstly, the hotel is in good condition, rooms are of a high standard. I didn't have any issues with the hotel itself.
Unfortunately, that's not the whole experience. I picked this hotel because I had used it before, and it had the "free" (which really just means "included") shuttle service to and from BNA airport.
The pickup never happened. I tried to get through to the shuttle service by phone, it kept ringing out to a message that "the mailbox is full and cannot accept any more messages". I tried to talk to reception at the hotel and was just told that "the shuttle is on its way back to the airport now".
After the best part of an hour of waiting, and having no information reassuring me that I would ever get picked up, we just got a cab at a cost to me of $25.
I emailed a hotel assistant manager (from the address on a card available at the front desk) to report this and I did receive an apology, some explanation about a malfunctioning phone (not sure I believe that, but it really doesn't matter anyway) and an offer to credit the $25 with equivalent IHG points. However, two weeks after I supplied my IHG member number, I have not received either the points, or any further response. So I presume I am being ghosted at this point.
Anyone can have issues with a service, or make mistakes, it's how you fix them that matters. This hotel promised to make this right, but then didn't follow through. As such, I can't recommend this hotel, if you need to use the shuttle service.