AC Hotel Nashville Downtown Reviews

1 | Nashville, TN
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1 Reviews for AC Hotel Nashville Downtown

Recommended by 36%

1.8 out of 5.0
  • Quality of service 1.0
  • Professionalism 1.0
  • Flexibility 1.0
  • Value 3.0
  • Average response time 3.0
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  • Tara

    Tara · Married on 05/11/2019

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    • Responsiveness:
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    Take your business somewhere else

    I had my wedding reception at the AC Hotel, and the planning process with North Point Hospitality was an absolute nightmare. I knew that in booking with such a new hotel there would be hiccups, but I never imagined for it to be the disaster that it was. The circumstances we dealt with are truly a disgrace to the Marriott name. Two months before my wedding, the sales team changed, and while turnover in this industry is expected, there was no transition plan. All of the fine details, decisions, and plans we had spent months planning were wiped clean, causing us to start from scratch with an incredibly inconsiderate sales team. On five different occasions, North Point Hospitality tried to take away services in our package, many of which were in writing via e-mail and / or in our contract. Each time this occurred, we spent hours digging through nine months of emails and documents to prove credibility in details that had already been finalized with the previous sales manager. This unnecessary, stressful cycle continued all the way up until 2 days before my wedding. In fact, once the final BEO (Banquet Event Order) was signed and the final payment was made, they still tried to deny us of services that were clearly stated in writing in the BEO. I will say, that when senior management got involved, there was very good conversation and problem solving began taking place, but it is unfortunate it had to get to that point.

    Reception Pros: It was beautiful, and the venue itself is exquisite. There is a lot of space and it photographs really well. The front desk workers, bartenders, and other hotel personnel were nice and very helpful. I think our wedding guests that stayed at the hotel were treated great, and that was important to us.

    Reception Cons: The banquet staff came to inform me, the bride, of problems that were occurring throughout the night. Rule number 1 of running a wedding reception: Do not upset the bride by filling her in on the things that are going wrong. Tell the wedding planner, the matron of honor, the parents (gosh the possibilities are endless), but do NOT tell the bride! I’ll chalk that up to the staff being new. Also, over half of our guests could not eat the crab cakes that were served because so many shells were left in them which was really disappointing to us and our guests.

    My Advice: If you’re looking to plan a wedding or event here, I would check out all of the other new venues going up in Nashville that would love and appreciate your service before deciding to put yourself through the stress of working with this company. If you still want to take the risk and have your wedding or event here, get everything in writing (even the small things that they say are included), record conversations, save all of your documents, and pray that your experience is better than ours!

    Sent on 05/14/2019

    AC Hotel Nashville Downtown's reply:

    Dear Tara,
    Thank you for choosing our hotel for your wedding celebrations. We are very disappointed your experience did not meet your expectations, and would like to sincerely apologize for the difficulties you encountered. I personally will be following up on your concerns to assess what we can do to make it right, and we invite you to contact us at the hotel so we can personally discuss your experience. Thank you for bringing this to our attention, and we hope to restore your faith in our hotel.

    Juan Mera
    General Manager

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