When we arrived around 10 PM, we were met by a rude and unprofessional Assistant Manager (The one in the front desk Jul 19th night) who appeared visibly annoyed as though we were inconveniencing her. She informed us that the two rooms were on different floors. When we explained our previous calls and the repeated confirmations, she dismissively said: "You didn’t talk to me. I can’t do anything. This is what I have." She even went so far as to say she didn’t mind if we cancelled — an incredibly unprofessional and apathetic response.
What was most upsetting was not just the room situation, but the total lack of empathy, professionalism, and courtesy. We weren’t asking for a last-minute favor — this was a request made in advance and followed up multiple times. We were essentially forced to walk out at 10:30 PM, searching for alternative accommodations on a busy Saturday night — a stressful and frustrating experience for our entire family, especially our elderly parents.
Thankfully, we found a room at Hampton Inn & Suites Nashville @ Opryland. Despite being nearly full, their front desk manager went out of the way for 30 minutes to rearrange bookings and was able to give us two rooms next to each other on the same floor. Their hospitality and professionalism were a stark contrast to what we experienced at Drury Inn.
We also stayed at Hampton Inn Biltmore Village in Asheville during the same trip. The day after we made the reservation, they proactively assigned us connecting ro