We are only 18 hours into our stay at the Gaylord Opryland Resort, and it has already been one of the worst hotel experiences we’ve ever had. For a property carrying the Marriott name and charging resort-level prices, the lack of organization, communication, security, and basic customer service is absolutely shocking.
It started the moment we arrived at our room.
After waiting in a long check-in line and making the lengthy walk to our assigned room, we opened the door to find someone else’s belongings scattered throughout the room. There were two jackets, headphones, and a backpack spread around the room. Naturally, we were extremely uncomfortable. Was someone already staying there? Had we been given a key to an occupied room? Could someone else potentially walk into our room later?
We attempted to get assistance from housekeeping, but the language barrier made communication difficult. With only 20 minutes before a scheduled commitment and the front desk an incredibly long walk away, I called from the room for help.
Somehow, the situation managed to get worse.
I was placed on hold while sitting in a room filled with a stranger’s personal belongings. Eventually, I had to call from my cell phone just to get someone to help us. I provided my number and waited more than 15 minutes for a return call.
Meanwhile, my husband was sitting in the hallway waiting for assistance. Someone from the hotel finally showed up but didn’t even acknowledge or speak to him. Instead, the employee apparently reported back that nobody was there!
The hotel then called to tell me they couldn’t find us. I had to explain that my husband had been sitting right outside the room the entire time and had actually watched their employee walk by without saying a word.
Eventually, we were assigned another room, but by then our confidence in the hotel’s operations and security was completely gone.
The hotel’s explanation was almost more concerning than the original problem.
When my husband called to express our frustration, request compensation, and ask for reassurance that nobody else would be given access to our new room, we were offered $75.
The explanation? Apparently, a bellman had delivered someone’s belongings to the wrong room.
Really?
A bellman accidentally delivered a backpack, two jackets, and headphones and then proceeded to spread them around the room?
That explanation makes absolutely no sense and raises even more questions about the hotel’s security and accountability. We still have no idea whether we were assigned an occupied room or what actually happened.
And then came the noise.
After an exhausting arrival, we hoped to at least get a decent night’s sleep. Unfortunately, there was noise and music coming from the Magnolia parking lot throughout the night.
After getting very little sleep, we attempted to take an afternoon nap, only to be subjected to what sounded like music or sound-system testing. Not actual songs, just relentless bass and drums loud enough to shake our room.
There was absolutely no opportunity to rest.
We haven’t even been here for 24 hours!
In less than one day, we’ve experienced:
• Being assigned a room containing someone else’s personal belongings.
• Serious concerns about room security and guest privacy.
• An incredibly disorganized and frustrating response from hotel staff.
• Poor communication and a complete lack of urgency.
• An explanation that doesn’t seem remotely believable.
• A $75 offer that hardly addresses the experience.
• Excessive noise throughout the night and afternoon that has made sleeping nearly impossible.
We came to Nashville expecting a wonderful stay at a beautiful resort. Instead, we’ve spent our first 18 hours dealing with problems that should never happen at a hotel, much less a Marriott resort of this size and reputation.
The most disappointing part isn’t that something went wrong. It’s how poorly the hotel handled it and how little confidence we have that the rest of our stay will be any better.
At this point, we’re exhausted, frustrated, and genuinely regretting our decision to stay here.
Gaylord Opryland, you can do much better than this. Your guests deserve better.
