W Nashville

I am extremely disappointed with how the W Nashville handled a situation that was completely outside of my control. My fiancée and I were scheduled to stay at the W Nashville this past weekend, but our United Airlines flight (Flight 2454 on August 6) was canceled. There were no reasonable alternative flights available that would allow us to get to Nashville, so unfortunately we had no choice but to cancel our trip. I immediately contacted the W Nashville, explained exactly what happened, and asked if they would waive the approximately $290 one-night cancellation charge given the circumstances. I was told that I would still be charged because that was their policy. I called again the following day hoping they might reconsider. The gentleman I spoke with acknowledged that the hotel does occasionally make exceptions. Naturally, I asked why an exception couldn’t be made in this situation—a documented airline cancellation that made it impossible for us to get to Nashville. I was simply told again that it was their policy. I then asked to speak with a manager. I was told there was no manager available, so they took my name and phone number and assured me that a manager would call me back. It has now been two days, and I have received no call. What makes this particularly disappointing is that I am a Marriott Bonvoy member, regularly stay at Marriott properties, and actually stayed at the W Nashville last year. I had enjoyed the hotel and specifically chose to return. I understand that hotels need cancellation policies, but I also believe good hospitality involves using reasonable discretion when circumstances genuinely warrant it. I wasn’t asking to cancel because I changed my mind or found another hotel. Our flight was canceled, we had no practical way to get to Nashville, and I provided the flight information to substantiate what happened. Charging a returning guest approximately $290 under those circumstances is disappointing. But what bothers me even more is being told that a manager would contact me and then hearing nothing. I had a positive impression of the W Nashville from my previous stay and was looking forward to returning. Unfortunately, the way this situation has been handled has significantly changed that impression. I still hope someone from management will reach out and reconsider the charge.

Lance was so nice caring and helped me with everything I needed. He took very good care of my vehicle and I feel like this is the best W Hotel I have ever stated Lance really made my day.

This hotel was absolutely wonderful. From check in to check out the service was top shelf in every way. The hard product is wonderful. The rooms have beautiful hard wood floors and every amenity that you can think of. Huge tv, robes, comfy bed, nice shower products, etc. Not to mention the great views over the Gulch area of Nashville. The Gulch was a great hood to be in and I much preferred it to the craziness of Broadway. We had a wonderful breakfast every day in the restaurant with top notch service. Two kinds of fresh fruit, an omelette station and everything else you can think of. The hotel was a typical W with sleek design and mood lighting. I loved it. Never made it to the pool, but heard great things about it from some colleagues. I’d love to go back someday for a personal trip and experience this exceptional hotel again. Thank you so much for your hospitality. Highly recommended!

I was here on a business trip. I enjoyed the rooms and the hotel was very modern. Thomas was new at valet and made me feel very welcome.

Gus and Layla were awesome. Ever been somewhere where they offer a water every time you get in a car- even Ubers! Like not notch. Thanks W team.