Holiday Inn & Suites Nashville Downtown - Broadway by IHG

Reviews

• TG

  Tkeyah Gully

  2 days ago
  2.0
  I stayed at this hotel on July 12 and unfortunately had one of the most frightening experiences I’ve ever had while traveling. I became trapped in the elevator for approximately 30 minutes and had to call 911 because I couldn’t get out. The most distressing part was that my young daughter and my dog were alone in our hotel room while I was trapped. I had no way of getting to them or reassuring my daughter, which caused me to have a panic attack. By the time I was finally able to return to the room, my daughter was crying. What made the situation even more disappointing was how it was handled. While I was trapped, I repeatedly called the front desk asking for updates and an estimated time of rescue so I could know what to tell my daughter and my family. Instead of receiving help, my calls were disconnected multiple times. My mother also called the hotel trying to get information and assistance because we had no idea what was happening. The manager later contacted me and stated that the hotel would be providing 50,000 IHG Rewards points as a goodwill gesture. However, after that initial conversation, I never received any follow-up from the manager. Because I wasn’t hearing back, I had to contact IHG Customer Service myself to open a case regarding the incident. I understand that mechanical issues can happen, and I don’t fault the hotel for an unexpected elevator malfunction. However, I do expect guests to be treated with compassion, professionalism, and clear communication during an emergency. Unfortunately, that was not my experience. I sincerely hope the hotel reviews both its elevator safety procedures and how staff communicate with guests during emergencies so no other family has to experience what mine did.
• MM

  Michael

  4 days ago
  3.0
  The prices are very reasonable. It’s walking distance to all the fun stuff on broadway. The parking garage gets filled quick. The elevators take too long and the pool is the smallest pool I’ve ever seen in a hotel. The stuff at the bodega is way overpriced. If you’re looking for a cheap place to stay that’s close to all the fun stuff, then this place is great. I stayed here because they were pet friendly and brought my dogs with me.
• MB

  Madeleine Brown

  Jul 12, 2026
  4.0
  Pros: super clean, everything is modern and updated, the location is great because it’s walking distance from broadway, friendly staff Cons: parking is not included in your stay and is $$, breakfast is also not included (& is expensive - not worth the money at all) and it also upset our stomachs for the remainder of the day Only reason I’m not giving 5 stars is because parking and the bad breakfast! Otherwise this is an awesome place.
• DV

  Derek Voss

  Jul 5, 2026
  1.0
  Manager Hilarie Hastings mistakenly charged my card an extra $399. After 2 hours at the front desk they finally figured out what they did and took accountability. They processed the refund that takes days to go through (even though the charge takes seconds) Her response when told this will leave me stranded in Nashville with kids for days and only $20 in my account instead of $420? Holiday Inn sent me a confirmation email showing the cancellation 44 minutes before the cutoff for my card not to be charged. Hilarie pressed the button to charge me anyway. “We’ve done everything we can do” -Hilarie Hasting She is directly responsible for making my account go from $420 to $20 without cause and made zero effort to make it right so I wouldn’t be stranded.
• JC

  Jamie C

  Jun 19, 2026
  1.0
  Booking In February, I made reservations through the conference website. A week before my conference, I received a cancellation email for my hotel reservation. I immediately called the hotel, and although they could not explain why it had been canceled, they rebooked it. When I arrived to check in, I discovered they had only rebooked three nights instead of the original four, and they were unable to add the additional night. As a result, I had to stay at a different hotel for the fourth night. Check-In During check-in, I asked that the cost of the stay be split between two debit cards because I had forgotten to notify my bank that I would be traveling and needed my daily spending limit increased. The employee assisting me seemed to have difficulty processing the request, and the other staff member standing nearby was not very helpful. After having me swipe both cards, she handed me my room keys, quickly gave directions, and sent me on my way. I asked for the Wi-Fi password, and she told me I needed to create an account. I explained that I already had an account and provided my membership number again because my stay had not yet been linked to it. When I asked for the password a second time, she simply repeated that I should use my account. Eventually, I stopped asking and instead requested directions to the elevators. Once I reached the elevator area, another guest had to explain how to use my key card to access my floor. I was carrying three bags, and no one offered a luggage cart or bell service. When I finally got to my room, it was clean and comfortable. Stay Issues Unfortunately, throughout my three-night stay, I had to have my room key reactivated every time I left and returned to my room. By the last night, I was understandably frustrated. After going downstairs to pick up my pizza and soda, I returned to my floor and once again found that my room key would not work. I called the front desk and asked if someone could come up and let me into my room. I was told they could not because the room had not been paid for. I explained that I had provided two debit cards at check-in and believed the room had already been paid. The employee placed me on hold, and after waiting in the hallway with my pizza getting cold and my drink getting warm, I realized no one was returning to the call. Tired from spending the day at my conference, I went back down to the front desk. I placed my cards on the counter, and the employee I believe was named Lori rolled her eyes and pointed me toward another employee, Tori, saying that I needed to speak with her. Tori was in the middle of a concersaton with other guests and I again had o stand and wait quite some time. I was visibly upset at that point. The staff again stated that I had not completed payment for the room. I repeated that I had provided two cards for the charges. They reviewed the account, confirmed the last four digits of both cards, reprocessed the information, and reactivated my room keys. Feeling overwhelmed, I began crying and told them that I had never been treated so poorly before. After I returned to my room, my phone rang almost immediately. Tori called and asked me to provide all of my debit card information again. Checkout The next morning, during checkout, the front desk employee asked about my stay. I explained everything that had occurred, including the reservation issues, repeated key card problems, and payment confusion. She spoke with her manager and told me that 10,000 additional points would be added to my membership account. As Platinum-level members, we did not receive any of the Platinum member benefits during this stay. I was not offered any membership benifits. And looking at my stay now I did not get the extra 10,000 points I was offered for all of my trouble. Overall, the experience was disappointing and far below the level of service I expected.

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