Home2 Suites by Hilton Nashville West End Avenue

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ericsN1107TX

2/5Tripadvisor· 2 months ago

… Let Alone “sweet”. I’m sorry to say, but this was a disappointing stay in most every respect. There is a reason that I prefer Hilton and Home2 Suites. Heretofore I’ve been very pleased with their accommodations. I no longer travel for business, and I travel less often. I have come to expect common courtesy, not indifference, and certainly not hassle prior to arrival. As an Honors member, I appreciate the app, the relative ease of making and confirming reservations, the conveniences of having a price that is reasonably competitive with similar chains, the overall consistency in the conditions of the hotel, staff, rooms, and other amenities. In this instance I travelled to Nashville the first time ever, and chose this location based on proximity to Vanderbilt Medical Center, expecting the standards set by previous stays at Hilton over several years. I know what the budget hotel chain experiences are like… been there, done that… you get what you pay for, generally. Unfortunately, this instance proved to fall a helluva lot short of excellent. In some sense the location is “near” to Vanderbilt. Unfortunately it is oddly situated in a cluster of buildings difficult to approach and scant visibility… GPS will “get you there”, but the hotel “entrance” is scarcely recognizable as a hotel, and finding the parking garage entrance, well… best to leave the car at the door while you scout it out on foot… don’t ask the front desk, though, can’t be bothered. The on-line check-in I’ve come to expect at other Home2 properties, the digital key, etc., not really here… for some odd reason one must “verify” themselves at the front desk. IF that meant security, and I find that doubtful, at least be pleasant… no such luck. And if that front desk experience was indicative of “Nashville Hospitality”, which I doubt (my experience at the Vandy Medical Center was absolutely awesome), well, I wouldn’t return for pleasure OR business. The room itself was dated, worn, smelled of urine, stained carpeting and all. It had been cursively “cleaned”. Normally I’d have returned to the front desk to see what could be done, but given the demeanor of its “customer no service” staff on site, and a need to unwind, unpack, and prepare for a 5am wake-up (a 6am arrival at VMC for surgery the next morning), I opted to make the best of it. How bad could it be, right? Pet-friendly, eh… well, so are kennels, and our room was barely a cut above. The A/C unit couldn’t keep temperature, varied from ice cold to off altogether, and was noisy as heck. Road noise and hall noise added to the “ambiance”. The breakfast experience was absurdly, weirdly unsatisfying. You find it on the 2nd floor. Actually, the seating area is quite roomy and modern and clean… for that matter the breakfast “bar” area, too, is a good size and tended to… but you have to use a room card to actuate automatic sliding glass doors to enter… kinda dodgy, and ridiculous, particularly given the location of the card scanner relative to the doors… better be ready to move quick if you’re alone. The breakfast choices nowhere near mirror any of the other Home2 Suites I’ve stayed, either in variety, or quality… unless you actually like “eggs” served as discs ala budget airline food, and that’s the best of show in this joint. Trust me, it may be “free”… to skip altogether. What else? Well, the parking garage is a trip unto itself. Have fun parking. I’ve seen worse, but it’s tight… and, again, IF you can find that entrance. On checking out I had to wait 10 minutes before the exasperated front desk clerk sought additional help (just one individual already being serviced and not her fault that she was handling a difficult prospective guest trying to make reservations)… mine, once helped, less than 60 seconds… as it should be. I was asked “how was your stay”… my response, “below expectations”… then “what could we have done better?”. Honestly, coming from the manager, I believe, and in a rush to beat traffic for an 8 hour drive home, I wasn’t up to that conversation. Besides, I pretty much anticipate that the “satisfaction guarantee” posted wouldn’t apply to a guest that “never gave them a chance to make things right”… in the midst of a 4 day stay with my wife, and major surgery at Vandy, and scant energy to deal with what I didn’t expect to hassle over… no, I apologize, but not the time or place… THIS is.

TM

Trip.com Member

4.7/5Trip.com· 8 months ago

Very clean room with great frontdesk svc. Wish they provide toothbrush/paste and slippers in hotel. We managed to get toothbrush/paste from desk. Otherwise, we had a great stay!

CH

Cathleen H

5/5Google· a month ago

This place was amazing! Diane went above and beyond to help us get into our room early due to our daughter needing to start prep for test at Children's Hospital the next morning. She was so helpful and friendly in a stressful situation for our family. The cleaning staff got the room ready for us quickly and was spotless. The lobby and eating area was clean and well kept. All staff that we came into contact while waiting for the room to be ready for us, were friendly. Can't recommend this place to stay and will be staying here next time we need to stay in Nashville.

MW

Mark Woods

5/5Google· 5 months ago

We have stayed at this hotel several times, and have never been disappointed. We are here this visit with family and two separate rooms. The rooms are always clean and comfortable. All the staff has always been super friendly and helpful. Two people in particular this visit have really showed out. One was the sweet lady who works days and checked us in, but I can’t remember her name. The other works overnight named Nikki. She was also very friendly and helpful. We highly recommend this hotel, especially the home 2 rooms which are extra awesome!

AG

Aldo G

5/5Google· a month ago

I had a wonderful stay! The front desk staff was incredibly helpful and welcoming. Nikki and Cesar were especially kind and took the time to answer all of my questions and address my concerns. Their friendly and professional service really made my stay even better. I truly appreciate their hospitality and would definitely stay here again!

C

C

5/5Google· 3 weeks ago

Five Stars, Two Pillows, and a Woman Named Nikki After returning to the hotel following a Weezer concert, approximately half drunk on booze and half drunk on the lingering high of arena rock, we discovered a crisis of truly biblical proportions: there were only three pillows on the bed. Now, a reasonable person might think three pillows would be sufficient for two adults. That person has clearly never been married to my wife, who requires a minimum of three pillows for herself alone. And since this was her birthday weekend, I knew better than to challenge the natural order of things. The math was simple: three pillows, two people, one wife, and absolutely no pillows for me. I had to act. I ventured downstairs on a desperate quest for additional bedding, where I encountered Nikki at the front desk. I explained my plight, and she looked at me with a twinkle in her eye. “I can help you,” she said, “for BIG tip.” Unfortunately, I was fresh out of cash. Suddenly, the stakes were even higher. No pillows meant no sleep, and no sleep meant I might not survive the weekend. I explained my predicament and asked if perhaps a tip could be added to the room charge. She smiled. “That's OK. We'll work something out.” And just like that, we were off. Together, we roamed the hotel corridors in pursuit of my polyfilled prize. I won't pretend to understand exactly what was happening between us in that moment, but there was a shared purpose, a sense of adventure, and the unmistakable thrill of a woman who knew where the pillows were kept. Finally, we arrived at our destination. “You're in luck!” she announced. “Last two!” THE LAST TWO PILLOWS IN THE BUILDING. Nikki had delivered. Against all odds, she had secured the very items that stood between me and a comfortable night's sleep. I was overcome with gratitude. “You're amazing! Thank you SO much!” I exclaimed. But there remained one unresolved matter: payment. I had no cash. She had the pillows. We had an understanding, but no formal arrangement. So I made what I hoped was an acceptable offer. “Can I leave you a great review?” “Oh, yes, absolutely!” she replied, producing a folded piece of paper complete with a QR code that would ensure I could fulfill my end of the bargain. And so, with two pillows in hand and a promise to keep, I returned to my room victorious. My wife slept comfortably, I avoided a potentially catastrophic pillow-related marital incident, and Nikki presumably continued her work as a hotel hospitality professional and, apparently, a miracle worker. In conclusion: The hotel was great, but Nikki was the real star. She went above and beyond for a guest in need, demonstrated exceptional resourcefulness, and helped me acquire the last two pillows in the entire establishment. Whether this was simply outstanding customer service or the beginning of a beautiful, strictly professional pillow-based friendship, I suppose we'll never know. Nikki, if you're reading this: thank you for everything. I'll never forget you. And if we're ever in town again, I'll be sure to bring cash. Five stars. Would risk it all for those pillows again.

RD

Ray Dawn

5/5Google· 4 months ago

Wonderful hotel and staff! I cannot express my relief and appreciation for the desk staff helping us when a family emergency changed our trip plans. Heaven and Caesar were so kind and really lowered the stress we were feeling. Overnight, my husband and I each had opportunities to meet Nikki, who was an absolute gem to speak with and really went the extra mile to make sure we felt like family and truly at a home-away-from-home! The rooms are large, bright and clean and have everything you could need or expect in a home2 suites. The breakfast sandwich station was a fun touch and, of course, everyone's favorite waffle makers were in attendance! I highly recommend this Hilton property and location for anyone trying to avoid staying in downtown Nashville who still wishes to be in walking distance to areas like Centennial Park and Hillsboro Village/Music Row. Thank you again to Nikki, Heaven and Caesar! We hope to see you all next time we come to town!

JD

Jamal Derani

5/5Google· a month ago

I had a bit of a frustrating experience when my DoorDash order was accidentally delivered to the neighboring address. However, Nikki and Tylor were incredibly nice, understanding, and caring about the situation. Their hospitality really stood out. They were welcoming, friendly, and genuinely went out of their way to make an unfortunate mix-up a little easier. After being frustrated with the food delivery situation, their friendliness and professionalism definitely helped make up for it. Great hospitality from both of them — thank you, Nikki and Tylor!