I dined at The Library, the restaurant inside Sheraton Grand Nashville, on February 19, 2025, expecting a level of service that matches the hotel's upscale reputation and price point. Unfortunately, I experienced some of the worst service I've ever received, making it clear that I was misjudged based on my appearance rather than treated as a valued guest.
From the moment I sat down, I waited an unreasonable amount of time for someone to take my order--both food and drinks--despite the restaurant being only about 30% full and at least three staff members working front-of-house. After waiting far too long, I finally had to get up and walk over to a staff member just to place my order. The server ("PM B" on my receipt) offered a half-hearted apology with an attitude, making it obvious that my presence was more of an inconvenience than anything else.
Throughout my meal, not once did the server check on me. I received exactly one refill, but only because I had to stop eating and eventually get up to request it myself. No proactive service, no follow-ups--just complete neglect. When it came time to pay, I waited a total of 20 minutes, standing at the bar for nearly 10 minutes just trying to get someone to acknowledge me. Meanwhile, I watched as staff attended to other guests, refilled drinks, and cleaned tables--all while glancing at me and choosing to ignore me.
What made this even more frustrating is that I travel frequently and am no stranger to upscale hotels and restaurants. I routinely tip well above 20%--often 30%-500% or more. Despite this, it was clear that assumptions were made about me, and that directly affected the service I received.
To top it off, as I was leaving, I noticed the server immediately hovering over my receipt to check the tip amount--which was zero, something I can't recall ever doing before. If there was ever a situation where a tip wasn't deserved, this was it.
For an expensive, supposedly upscale restaurant inside a high-end hotel, this kind of service is completely unacceptable. It wasn't just a bad experience--it was a display of poor judgment, lack of professionalism, and a disregard for basic hospitality. I won't be returning, and I wouldn't recommend The Library to anyone expecting even standard service. read more