Residence Inn Nashville Metro Center

I booked a 2 queen room through the Marriott App with this hotel. We got there and the lady that checked us in told us that the hotel was overbooked and our room wasn’t available. She then said they had a king room available. We had 4 people, so this didn’t work. I showed the lady my reservation on my app was a 2 queen and she said it didn’t matter as they were overbooked. We took the King room as she gave us no other choice. When we got into our room, the TV said “Hello Kevin” on it. My name is Avery. They clearly gave our room to a man named Kevin. I then went on the app and it said I was checked into room 515. We were actually in room 201. Looking further on the app, it said Kevin Wood was checked into my room. My last name is Woodman, so I can understand the confusion. The hotel wasn’t overbooked. They just made a mistake and gave my room away. I asked for a manager and was told one was not available until morning. The receptionist asked me to come back before 8am and the GM would be there. We slept in the room with 2 people having to sleep on a horrible pullout couch. I went down the next morning to speak to Roni the GM. I explained to Roni that I used a credit night for my one night I was staying there. Upon looking at my credit card statement, they charged my card for 2 nights under the name Kevin Wood. I explained this to Roni and she apologized profusely. I showed her that Kevin’s personal information was all over my Marriott account including his credit card information. I would assume my information was on his account as well since I was charged for his room. Roni assured me I wouldn’t be charged and they would fix it. She also told me she would reimburse me 30k Marriott points for the mistake. 24 hours later I was then charged again for Kevin’s parking for an additional $20 per night even after explaining this to Roni. I stayed at this hotel on April 29th, 2025. I have still not received my credit night back or the 30k points promised to me. There is still a $50 charge from this hotel that has not been refunded to me as well. I should not have been charged anything for this stay as I only stayed 1 night and used a free credit night for it. After 5 days I called Marriott corporate and they said they would send a message to the hotel to resolve it. I then left a message for Roni that I would give her until today to get this resolved before ever leaving a review. I still have not heard anything from her or the hotel. I would highly recommend that no one stays here. They don’t care about your personal information. It will be shared with other people. I understand mistakes are made, and I am fine with that, but they have made 0 effort to rectify this pretty serious situation. I hope to hear from them soon