Sonder The Retreat

This hotel was perfect in every way. The location was central to everything we booked to experience while in Nashville. The staff were professional, friendly and knowledgeable. The rooms were clean and loved the rooftop bar and restaurant. We got to know the valet team of Tyler, Keevin and Jesse - they are the best!!!

We were greeted promptly by Keevin by the doors. He was so friendly and helpful with helping us with our car. His patience with us was also remarkable! We were asking a lot of questions about the area, transportation, best routes, etc. When we were giving him our info to park the car valet, he made the connection that we were from the same area of the US. Small world! He was outstanding with helping us! The ladies at the front desk were also helpful with options for transportation, local restaurants, venues, and the activities in the hotel. Such a helpful group of employees! A++++

The two women at the front desk are absolutely horrible. They were SO rude and condescending when we said that we wanted to switch rooms due to both of us coughing a bunch when we’re in our current room (no coughing when we leave the hotel). They also refuse to honor the AAA rate that we had when booking directly through Marriott online for the last 2 nights. The rate should be $190, they said that they can’t honor AAA in person. If we create a new reservation online for tonight, they will charge an additional $75 (another pet fee that we already had to pay twice due to this exact same issue). The woman working the front desk yesterday cancelled our reservation from the previous 2 nights ($400 something) and refunded the $ then called us and said that we needed to pay the $400+ again while the previous payment was being refunded to our card (which takes 3-4 days). How do you do something like that. Insane. Housekeeping will also enter your room at 7:45 am and in the middle of the afternoon without knocking. This hotel looks nice, but the crappy customer service pushed us to check out tomorrow instead of extending our stay for an additional 6 days. I hate this hotel with a passion. I work in the hospitality industry and would never treat guests so poorly. The customer service here is appalling. We’ll find a different place to stay.