Hotel berhampiran KAY Jewelers, Clarksville

I love staying in different hotels you know just to check out the service unless like a secret shopper you know what I mean but secret hotel shopper that's what I call it.

Would give zero stars if it was an option. This was the worst stay I have ever had in a hotel and the response since we stayed has somehow been even worse. Here is as short of a review as I can possibly write: We arrived in the early evening and went to check in. The desk employee was rude, curt and did not even bother to acknowledge my IHG status for points, or even use that as a sign that I clearly stay in IHG hotels often. Not asking for notoriety just because have to travel a lot, but she was so unfriendly it was awkward. She then told me I had two rooms booked and I told her that was incorrect. I then showed her proof of that on my phone on the app. she said she would take care of it once the system stopped having a ”java issue”. I didn't think anything of it and we went to our one room with two queen beds. The room did not smell clean and one of the first things we noticed was there was no hand soap in the dispenser. I went down to ask for some as it was probably just an oversight from housekeeping and was told ”There are no housekeepers here tonight and the room is locked.” so I asked her what we were supposed to do to wash our hands after using the restroom and she shrugged. I then asked a second employee, a larger guy, who at least went and looked in the office, but said all he had in the office was lotion. I asked how that was supposed to help me and he said ”sorry for your inconvenience.” We then heard voices and people walking in the hallway all night and woke up to find the single worst breakfast I have ever seen in an IHG hotel. There was noting stocked, one single apple in the fruit section, the juice machine was broken and a hand written note that it was going to be 10 mins for eggs. So I went to the front desk to ask about soap again and was told ”housekeeping was not in yet and they would have someone bring it up to my room shortly.” An hour later, we left after using body wash to wash hands and no breakfast because it was still empty when we left. On top of that, we were double charged for the room and when I called to talk to a manager about fixing in on 6/11/24 I was told they ”didn't know when the GM would be in” and then was told the next level manager was in a meeting and I would have to call back and speak with them. I let them know that was not acceptable and that instead I would leave my number and they should call me as soon as possible because I had been double charged. I then heard nothing from the call or the review I wrote to the hotel and got a response from ”Annette”, where I felt it fair to give her all of this info so they would have a chance to make this right. Nothing in response. I then called back on 6/17/24 and was again told the manager was ”in a meeting” and I'd have to call back. When I again said that was not acceptable and that I was still waiting for a call back from the last time I had called, they again took my name and number and assured me she would call me that day. No call, no email, st

The professionalism of the staff was amazing. I made a mistake, which I acknowledged, yet they still insisted on making it up to me. The room was great, as was the food. Very glad we chose to stay here.