Gaylord National Resort & Convention Center

Reviews 3

LA

LaWanda Musgrove

I wish there were negative stars to describe my horrible experience at what is supposed to be a "5 STAR" resort. I knew things were going to be bad when I got to my room at 4:00 p.m. and there was a room service tray with dishes and uneaten food that looked like it had been there since the day before. Several of the hotel staff had NO knowledge of what businesses are within the resort when asked and one lady who worked in the Vera Bradley store got very agitated when I asked her about a particular restaurant. Later in the evening, my party and I went to "Pose" Bar/Lounge, to dance and enjoy the view from the top when we were caught in the middle of a brawl on the inside and attacked by a sea of spiders on the outside. By this time, we had enough and decided to retire. On our way back to our room, we walked passed the front desk and concierge where there was not ONE staff. Needless to say when we got to our room, the tray with the uneaten food was still outside of our door at 2:30 a.m. Once in the room, we decided we wanted something to snack on only to discover that room service ended at 2:00 a.m. REALLY, and this is a "5 STAR" Resort and we couldnt get a sandwich and some chips. The saga continues. We decided to go to the "ONE AND ONLY" vending machine that had snacks to discover that it wouldnt take our dollar bills or credit card and ALL the money change machines were out of change. Gluttens for punishment, we go to the front desk to see if there is anyone there who could provide us with change for the vending machine. The lady at the desk informed us that there was only one person who could provide us with change and that we would have to wait because he was on the other side of the resort. As it turned out, we waited 20-25 minutes for the gentleman to come and tell us that all he had was four quarters and that he could get us a roll of quarters but it would take him five minutes to go get it. ARE YOU SERIOUS!!! Back to the room we go with one bag of Cheetos between the four of us. I just wanted to take a shower and deal with management later. Well wouldnt you know when I turned the water on and tried to open the tub stopper so the water could drain, it didnt work. I called requesting to speak with a manager, which didnt happen and asked that someone be sent immediately to fix this problem. The technician came and did as I did with his finger to push the stopper open and nothing happened. He then used a screwdriver to open it and said to me "all you had to do was push it". WOW, really and he used a screwdriver. I requested that he leave because now I am boiling HOT. After waking up, I called and demanded to speak with a manager. I spoke with Nick (manager) and informed him of ALL that had happened and how dissatisfied we were with the horrible customer service, atmosphere, and trampoline style mattress. Nick was very apologetic and gave me a room service credit, free parking, and late checkout. It doesn’t end here, as we exited the parking the lot, the attendant informed me in a very negative tone that I owed $26 and this was supposed to have been taken care of. Ten days later and I am still experiencing horrible customer service. After all of this, they had the nerve to bill me twice when the lady assured me at checkout that everything was okay and that I would not be billed twice and they still owe me $100 and cant get it right. What was supposed to be an overnight "staycation", has turned into a stressful nightmare. BEWARE, Dont stay there!!!

ED

Edward Kerns II

Weekend Stay: Save your money! The hotel signage is almost non-existent outside when it comes to determine where you need to go and be. Bell Hops where only available if you went inside to request a Bell Hop. At a resort, someone should be standing by to ask you if you would like help with your bags, not the other way around. Check-in Time was 4pm, but we arrived two hours early for check-in. This was not the simple task you would expect it to be. It took over 30 minutes waiting in line to check-in for our reservation. If you think this was bad enough, how about waiting 15 minutes for an elevator to go up or down. Once we made it to the room, she turned the TV and as you can guess where this is going, it didnt work. Call the "Consider It Done" number and they reset everything via computer and the TV worked. The next interruption as we had just gotten settled in was a knock on the door. It was room service with a crib. We dont have children and never requested a crib. Room service didnt want to leave and insisted that this was the correct room to deliver the crib. Finally, we convinced room service to take the crib away. Ten minutes after Room Service had left we receive a phone call asking if the crib had been delivered. I explained to them they had the wrong room number and they said they would look into it. The bed was comfortable, however; the pillows were feather & not knowing this beforehand didnt know we had to "request" foam pillows prior to our stay, so we were stuck with the feather pillows. The hotel is behind amenities as well as what the rooms offer. TV was outdated and small, barely 32" which it does state TV size in room details. The bathroom doesnt have a tub as we thought it would being to other resort hotels. The one thing we did like in the bathroom was the double vanity. The hotel was hit or miss on cleanliness depending on your location in the hotel. Food & trash would be left sitting out in halls all day/night and finding staff was impossible, but when you do find someone dont expect courteous service! Going back to waiting for the elevator, there are no steps with direct access to each floor to go up or down. They only have stairs as means to evacuate the hotel, so you had no choice to wait on 1 of the 6 elevators to stop on your floor. It is recommended if youre trying to go up; take an elevator going down to go up! They have some restaurants and shops, but we spent more time off the resort trying to get away from the disaster we had walked into. Check-out was the same as check-in and be prepared to wait 30 minutes to check-out! Parking is not included in the cost of the stay or resort fee. If you arent sure on certain cost/fees. Double check and ask if youre ever in doubt prior to booking or youll pay for it without knowing it! Well stay elsewhere next time!

DM

DM Clan

The facility is nice but generally speaking we found the entire experience to be overpriced and woefully short on value. The front desk messed up our billing, charging the entire room to personal cards rather than business card as instructed. This has apparently been a problem for many years, based on other reviews, yet they still have failed to master a basic concept such as the room being charged to one account and incidental expenses to another. For a facility designed to accommodate business travelers this is inexcusable and is an error Ive never experienced even at hotels a quarter the cost. One day lunch was "served" for those who wanted to purchase it. Despite being near the front of the line the catering staff was extremely understaffed and it took nearly 35 minutes to buy a lousy cold cut sandwich, chips, and a drink for double what any reasonable service would charge. This was emblematic of the overall approach to service and value - both woefully lacking. In general, the staff were cold, minnimally responsive, and unhelpful. I didnt even get a map of the facility when I checked in - kind of an important detail for a building this large! There was no comparison between the staff at Gaylord National and the Opryland National Hotel - despite being the same parent company the staff in Nashville were infintely helpful and friendly. The management at Gaylord National needs to be re-structured until they reach a point where customer serivce actually approaches a reasonable level. For the rates they charge staff should be exceedingly invested in your happiness - not disinterested to the point of appearing annoyed with your intrusion on their day. The rating earns a two star only because the facility and view of harbor are definitely nice. Until the service improves you are going to overpay for a reasonably nice facility, horrible service, and a location that is terrible if you want to actually see anything in DC without paying a small fortune in taxi fares. I sincerely wish our professional organization would cease to schedule for this location and will likely not attend future conferences held at Gaylord National.

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