Courtyard by Marriott Franklin Cool Springs — Hotel in Franklin

We had a horrifying experience at this Marriott last night. I have been an elite Marriott rewards member with Marriott for years and I have never experienced such poor customer service as we did last night and this morning. Marriott is a wonderful brand and I've grown to trust Marriott over the years of business travel. I utilize three Marriott Credit Cards. I have almost a half million points with Marriott and I am a lifetime platinum elite rewards member so this review is by no means against the Marriott brand but against this specific hotel and the two staff members we met on the property. We arrived at the hotel last night and we were having trouble booking a room through our Marriott phone application. We accidentally booked a room at nearby Courtyard Marriott in Brentwood and we entered this Courtyard Marriott in Cool Springs, the night clerk was extremely rude to us from the first moment we arrived. Initially she stated we couldn't have a reservation as she wasn't expecting anyone. I explained our situation and she was very short with us. I then requested to use Marriott points for the stay and she refused that as well. I informed the clerk that my Marriott phone application was not functioning and she had no interest in helping us with that either. I then requested if she would please contact Marriott rewards on our behalf to help with our situation and she refused. I noticed our bill today had the wrong address on it so I know she never took the time to even look up my Marriott rewards number which she stated she would. I became frustrated and I informed the clerk that I felt she was refusing to help in the normal Marriott manner which is usually kind and courteous and I was forced to pay cash for the stay instead of using points. We went to bed and then called for a late check out at 7am. A manager who stated he ran the place or owned the place answered the phone. As an elite member, we are allowed to check out at 4pm. The manager stated 1pm was the best then said 4pm then became irate and stated noon was check out. Very confusing behavior for a supposed manager. Then the manager stated that I needed to stop by the front desk to discuss what occurred with the night clerk as if the manager was a principle of a school or some sort of disciplinarian which I did not appreciate. The night before was very frustrating and the manager never even took the time to ask my side of the events. I became frustrated and hung up the phone. The manager within seconds was banging and what sounded like kicking our door at 7am. It was very frightening behavior to deal with. I opened the door to speak to the manager and he pushed the door open and my girlfriend was trying to change. I informed the manager that she was trying to change and he remained with his foot inside the room blocking the door from closing. We left the property and contacted Marriott corporate and we have attempted to contact the hotel ownership and have yet to hear back. It was a horrible experience and any frustration on my part was far exceeded by the wanton, outrageous and unreasonable behavior of the manager. Even if he wanted us to leave, it would be reasonable to allow my girlfriend the privacy and time to change without pushing the door open. I'm not an attorney, however, I attended law school for a time and I know a hotel room is the same as private property while in the room and the manager pushing the door and preventing the door from closing was contrary to common hotel protocol. And banging and potentially kicking the door and threatening to call the cops was not a behavior I've witnessed from a Marriott manager ever before. It was appalling. We should not have to pay for the room and I believe the manager should be severely reprimanded if not terminated for his behavior. All of the above comments are my opinion of the events while at the hotel and I believe other people should beware of staying at...

We arrived exactly at 8pm for check in. No staff standing at front desk. I waited for 10 minutes and finally a desk clerk shows up and apologizes as she had to go restock. I’m sorry but if it’s a Saturday night don’t you think there should be two clerks? The clerk, Monica, told me she didn’t hear me walk in because the music was too loud and that the cafe people should have helped me check in?? What about the 10 other guests that walked in and out of the front door. She didn’t hear them either? Please explain the logic behind a barista checking in a guest ?? She was kind and offered breakfast coupons for the inconvenience though. The next morning I left around 5am and again absolutely no one standing at the front desk. People could come in and out as they pleased. I’m sorry but that doesn’t seem safe to me. I came back at around 8am for breakfast. We used the coupons at the cafe which is poorly run with pre packaged bakery items and frozen sandwiches. They were out of a few items on the menu and honestly didn’t feel the breakfast was worth the $40 dollars worth in coupons! Not to mention the cafe area had several dirty tables and no one around to wipe them down. This morning I’m checking my bank account and I have two $20 dollar charges from the hotel which were not mentioned at the time of booking or checking out. This hotel is not up to the the Marriotts standards. Oh and one last thing, the internet is very slow and if you wish to work with proper speed internet there is a 4.99 surcharge. Rooms are clean, beds are...

We booked this stay for our Christmas vacation for 2 reasons - Location and the fact that this hotel has a restaurant ( convenient to get a meal without leaving the restaurant ) . Management decided to not have the restaurant open during our stay !

That may not be a big deal to some but our daughter is disabled and if the weather is bad it's an issue getting a meal without her getting wet , also if you have ever traveled at Christmas you know on Christmas day it is VERY HARD to find a place to eat because they are all closed .

Our stay was 12/22/18 - 12/25/18 , on the 24th (Christmas Eve) we were skipped by housekeeping - when I went to the desk to report it nothing was offered ! I even had to ask for Towels and wash cloths then carry them up myself !

On the 23rd My wife went down and purchased some drinks when she went to pay the young lady at the desk abruptly said that will be $ 15.00 - without using the computer /cash register ! We thought that was odd that it would come up to a round number especially since the drinks were not all the same . The next day I asked another young lady working the desk how much it would be if I wanted to purchase the same 4 drinks and after using the cash register she said $ 12.31 !

When we checked out the girl checking us out was very rude and seemingly incompetent !

We always travel at Christmas and always spend it in Nashville but I wouldn't stay here...