The Hermitage Hotel

We stayed at The Hermitage Hotel this past March for my wife’s birthday getaway. Although we enjoyed our first couple of days at the hotel (the lobby is absolutely stunningly beautiful and is definitely the highlight of the hotel), unfortunately we had a very unpleasant incident on our last morning. When we woke up, we found ourselves to be in the midst of a major flood in our room. There were several inches of water above the carpet covering most of the room, with our belonging half covered with water. We immediately alerted front desk staff and they quickly sent someone to our room to investigate (it turned out that there was a major leak in the toilet). Although it is completely understandable that such things happen, the response of their hotel was completely unacceptable. They did comp us with free coffee and egg sandwiches at the café and send some of our clothes to their laundromat. When we were checking out and the front desk staff did not even mention the incident, I politely asked whether they would offer us any additional compensation for the incident (and a ruined pair of expensive shoes), such as refund us just for this one night (out of 3). The lady at the front desk said that “there is nothing they can do because we booked through Expedia.” We subsequently wrote a letter to hotel management and did not receive ANY response at all. We did contact Expedia and their team made several attempts to work with hotel management on this but hotel would not budge in any way. Although we generally enjoyed our stay at the hotel (with some less significant imperfections that I won’t go into), the attitude of hotel staff and their lack of response to our concerns is completely unacceptable, particularly for a hotel of such high end caliber.

This is one of the best hotels we have stayed at! The bedroom and bed was super comfortable with lots of space! The bathroom was phenomenal - bath towels super large, the shower was one I didn’t want to leave, the shampoo was awesome; so much so I went on their web site and ordered some!!! From the first step in with the doormen to our departure - it was awesome!!

The Hermitage is a lovely hotel, beautifully situated for exploring downtown Nashville. We had a lovely room with a double-aspect letting the light flood in. Sadly, because of flooding, the hotel lost power and water and we had to be relocated to another (much less good) hotel for one night of our three-night stay. We ate twice in the Hermitage’s main restaurant - once for dinner and once for breakfast. The service was indifferent on both occasions. At dinner we ordered a 2017 Burgundy and the sommelier brought a 2018 without disclosure. When the bill came, the wine was overcharged and twice mis-corrected. At breakfast, despite more staff than customers, we had to ask for everything to be brought and/or cleared. On check out, we were charged $230 for a bottle of champagne which was in our room and we had mistakenly believed to be complimentary. Overall, moderately disappointing.

I'm writing to report an unfortunate incident on my daughter's wedding weekend concerning one of my guest. Below, in RED, is in her words exactly what transpired. We arrived at the Hermitage, about 2:30, Friday, November 8. Upon checking in we were told our room would not be ready until 4PM. We told her we were there for the Rubenstein wedding and have a welcome party to attend at 4PM. I asked if there was any place we could change and freshen up, since we were traveling all day. The gentleman at check-in, who was very accommodating, said no problem, you can get ready in one of our large guest restrooms downstairs. I will have them take your luggage down there and brought back up and forward them to your room. My granddaughter and I went to the very nice restroom and used two of the sinks to freshen up and change. A few minutes later a woman came charging in and sternly said, we cannot be in here getting ready. I explained to her that we were told we could use the facility. She demanded we pack up our belongings and leave immediately. I asked her who she was, and she said she was the manager. I again tried to explain we had an event, and our room was not ready, and this accommodation was set up by the front desk. She said we need to pack up and leave. Her delivery of this was awful and embarrassing. I asked for her name and she said Debbie. When I asked for her last name, she whispered it, so I could not hear her. I walked closer to her and asked her to repeat it, she said Rodey. She accused us of taking up all the sinks, when in fact we were using two of about 4 or 5. We packed and left immediately. I went back to the front desk and told them what had happened and the girl said she was going to tell the supervisor about the treatment and incident. Guest Stay 11/8-10 Well, her report to her supervisor, does not resolve this. This was my 71 year old cousin and her 26 year old granddaughter, traveling from Cleveland & Boston. I was beyond embarrassed. I booked over 30 rooms for my guest and a had 100 guest wedding celebration at the hotel, including, a cocktail party and breakfast. We booked your hotel because of the history, beauty and five star service. My cousin who arrived at the welcome party was in tears, over the situation. They sent her a bottle of wine to rectify the abusive behavior of your manager. This is not enough compensation. She should have been given at least one free night to compensate her for her inconvenience and embarrassment. I would like you to address this issue and get back to me. The wedding and other accommodations were beyond excellent. This really put a damper on the weekend. In addition to posting this, I have tried to contact the home office, the CEO, Dee Patel, the hotel manager with emails and certified letters. Not one person has addressed my concern over this incident. No text, no calls no emails and no letters. What five star hotel do you know that services guest problem like this. After spending almost $100,000 on a wedding, This is the thank you we got..

From the super friendly and over-the-top accommodating staff to the up to date, comfortable, and super clean hotel itself, The Hermitage Hotel was more than my wife and I could have imagined. It was truly an experience that we will always remember and cherish! A beautiful place that is even more special due to it's rich history. It is also walking distance to most areas that make Nashville a unique town.