Uptown Suites Extended Stay Nashville TN - Smyrna

My family flew in town from halfway across the country days after my brother’s death to put together his funeral and remove his belongings from his apartment in Smyrna. Needless to say, we are all grieving incredibly and finances are extremely tight. The hotel promises a safe and comfortable place to stay. We were not provided these services. We were informed that the front door to the building that is supposed to be locked doesn’t always work and is often unlocked. The front desk did not pick up the phone regularly and was often unattended despite the fact that the front door does not always lock. Someone walked out of a room and the other person screamed, “Don’t try to come back in here or you’ll be dead!” steps away from my 77-year-old mother and her bedroom. She said she heard screaming while she was trying to sleep. Dirty rooms and hallway. Upon getting out of the elevator, my mother and sister pointed out the huge red stain on the floor covered in discarded sunflower seed shells. All of the chairs were stained. While sleeping, my room filled with **** smoke. I spoke with the front desk attendant. She said it was her third week on the job so she wasn’t sure what to do but she called the floating manager for several locations, Bryan, talked to me on the phone and was helpful and understood the situation. He said he was going to do everything he could to get us a refund for the week for all of our rooms but he would have to talk to the regional manager and do what she would say. The regional manager, Janelle Walker, said that she would not issue a refund for us because she could try to accommodate us by putting us in different rooms in the hotel. My sister and mother plainly said - they do not feel safe or clean in that hotel … putting us in different rooms would not have changed that. The fact that she would dispute a refund is upsetting, but especially because of the circumstances of how crucial it was for my family to feel like they are in a safe and clean place while grieving the death of their son/sibling while also having to make arrangements so suddenly and not receiving any semblance of compassion or decent customer service is disgraceful. We need to be refunded.