Gaylord Hotel Complaint - Understaffed, Run Down & Expensive
NASHVILLE, TENNESSEE -- THIS IS A COPY OF AN EMAIL SENT DIRECTLY TO GAYLORD OVER A MONTH AGO. WE HAVE, TO DATE, RECIEVED NO REPLY.
While our stay at the Gaylord Opryland had some highlights, there were also many glaring deficiencies.
1. With the exception of server Paul Cody, who we learned to request, our dining experiences were wrought with
a) consistently long waits, so long in fact that the hostess table was always out of electronic buzzers. We got in the habit of spending our wait time in line at the coffee place in the Cascades Lobby. That line took us, at best, 15 minutes just to get a coffee.
b) erratic service, being seated for our first night's dinner and after waiting a long time we finally saw who was to be our server busy taking a complaint about having delivered the wrong order. We got up and left. Pennie, a sushi server saw us leaving and asked if she could help. It was she who hooked us up with Paul. Alerted by Pennie, a manager came to our table and promised to "do something nice for us after the meal" but that never happened. Another time, having ordered three entrees, the third was delivered after the first two were eaten. The waitress kept apologizing that she had forgotten to bring it but got diverted and kept forgetting and apologizing. The worst turkey sandwich I have ever eaten was from the Pub, the cold bacon and bread brought a whole new meaning to cold sandwich. Yet no one ever came back to ask how my meal was. I left it mostly uneaten. When I thought getting a gelato might be a nice idea, I should have taken the empty store as a clue. I pointed at what looked to me like pre-scooped servings and asked what flavors they were. A very smart-alecky, clearly annoyed man said, "they're all plastic!" It took the fun out of the idea of treating myself.
2. Our room was worn looking, from the scratched furniture to the dowdy decor. The hairball that greeted us in the bathroom on the first day, remained there for several more days. After a really hectic couple of weeks combined with a late night at The Opry we could think of nothing better than a morning without an alarm clock. At 8 AM we hear a knock on the door, it's the guy who wants to clean the room. We told him to come back later, which happened to be less than an hour later. Not exactly the most rejuvenating way to start a vacation. That afternoon, we tried to take a nap. That was largely unsuccessful because the Christmas carols were blasting at a level that would make Aerosmith envious. There was at least one day that having left rather early for breakfast and then going to ICE in the afternoon, we returned to not having our room made up at all. I guess if you aren't up and out by 8AM you take your chances.
It may seem picky but for more than $250.00 a night I expected all cotton, decent thread count sheets and we had to laugh at the vinyl, trailer-park shower insert.
3. Again, if only you could clone Paul Cody to be a server and a concierge. He knew way more about the Nashville scene than any of the women at the concierge desk. I would ask them, "Have you ever been here?" or "What is that like?" One woman said, "I don't go out much and when I do I tend to go to the same place." When asking about places to eat downtown another person was really hard pressed to give us more than two places, both of them BBQ joints.
4. There was ALWAYS a line for the women's bathroom in the Cascades Lobby! Not only that, but on occasion I became everyone's hero because the entire place was out of toilet paper. I hunted a guy down who got me a bag full of rolls and I delivered a roll to a desperate woman in each stall. Then, to add insult to injury, had to go to the end of the line and wait some more!
While I was grateful to get away for several days with my husband, it certainly wasn't hassle free. We decided to just laugh our way through your understaffed environment.