Hampton Inn Franklin — Hotel in Franklin

Greetings,

This being the first Hilton property that has shown little or no concern for the customer, I would warn anyone considering this property. They seem content to take your money but little to earn it. Stay away from this establishment as they appear to have no regard for customers. Its apparent that now that I am retired and no longer a Diamond that Hilton doesn’t value me at all. I have been pretty loyal since circa 2014 when I started traveling for work purposes. I maintained being a Diamond for much of that time, loyally staying at Hilton Brands. Now that I am retired I rarely travel and so I am but a member, not even Silver. Hilton’s customer service has apparently been reduced to reflect my low tier. Historically despite various cancellation policies, if I had to cancel a stay even after the cancellation cut off the Hilton Honors desk would process my cancellation. Sometimes they called the establishment’s front desk and successfully obtained the cancellation. This time was different. I called the day before check in date to cancel as the appointment I had out that way was canceled pending rescheduling. Hilton Honors ultimately reached out to the Hampton Inn, Franklin, North Carolina. They said they couldn’t cancel. I complained, and Hilton Honors sent me to an escalated support level. They called the establishment and then came back as saying the person could not authorize a cancellation as there was no manager. Hilton Honors stated the manager would call me back. I didn’t see a cancelation confirmation come through as Hilton said I could not cancel. I waited. No one called back. That means either I was forgotten, or no manager has showed up to work for going on 3 days now. I voiced the concern that while waiting for a call that I would end up having to pay the second night. The Hilton Honors “Tier 2” CSR told me that if I never check in they cannot charge me a second night. I was told to await a call. In the end, I never received a call and was charged for everything despite never going there. So, no one called me. Today I received a notice that Hampton Inn Franklin charged me the full stay $334.08 plus 6000 points. So, I called Hilton Honors Desk again. I requested an escalation based on the fact that the lowest 2 tiers of support and the Hampton Inn Franklin have failed to bring any solution to this issue. They said they would not escalate it and to let them know what the issue is. I did and they said they would escalate it (very frustrating). They said I would be put on hold, then the call ended. I called back and explained an additional time what was happening. They escalated me promptly. The last Hilton Honors person I spoke with said now the concern is I never cancelled so it looks as though I stayed there. I have never physically been in Franklin, North Carolina, hence never stayed at this Hamton Inn Franklin that is over 7 hours from my home. So, at this point I am out $334.08 and 6000 points while caught up in Hilton’s red tape. This could have been resolved if Hilton valued my continued loyalty despite not traveling enough to attain higher tier memberships. This could have been avoided if the Hampton Inn Franklin had a manager on duty or one that would get back to me as promised. I have yet to have anyone call me back. Hilton Honors told me that despite that the Hampton Inn Franklin is supposed to call me back they probably will not and that after I wait another 48 hours I can call back again. I have to laugh at the fact that so far with no resolution, Hilton is telling me the next step is probably me calling back a 4th time. This being the first Hilton property that has shown little or no concern for the customer, I would warn anyone considering this property. Stay away from this establishment as they appear to have no regard for customers.

Safe travels everyone.

Saddened, R....

The people were Wonderful. The food Great. My only complaint is the tea bags were all stale. Fortunately I know that not many people drink tea so I will cut them some slack. ;) Fruit was always available for a snack and at 4pm fresh cookies were put out for the guests!

Edited after most recent visit. Beds were lumpy and bed frames were rickety which made getting comfortable impossible. With everytime your partner or you moved the creaks just intensified. The beds would be a great edition to a haunted house! The fire/smoke alarm kept going off for NO REASON 3 separate times throughout the night. Breakfast buffet was barely palatable. Fortunately lots of food options nearby. Although we traveled at the height of summer the pool was closed. Something the front desk didn't notify us of at booking. So that was an unwelcome change as we chose this hotel because of the change to cool off and relax in the pool. In the past cookies, fruits, and drinks were available in the lobby for guests. That is no longer available. Plenty of snacks and drinks to purchase at premium prices. We will be staying elsewhere during our next visit. This place has...

We enjoyed our stay at the Hampton Inn Franklin, NC. Checked in on a Sunday afternoon and checked out the following Wednesday morning. We stayed in a first floor Handicapped Accessible room, which we had selected using the Hilton App.|It was our first time there and it was quite pleasant. We were not sure how well it would work with our little doggie, but by being on the first floor and being able to go right out the end of the hallway to the pet area worked great. That door is locked all the time, but is easily unlocked with the Hilton App on your phone, just like with your room door. |When you check in with your pet you have to sign a paper that shows their pet rules with your name, room number, and pet's name, and they give you a door hanger to identify to housekeeping that there is a pet in your room. They are indeed a pet friendly place and there were no issues, even though at night our little doggie barked a bit. No complaints.|All the staff were great and the breakfast was fantastic. Great way to start the day with a full breakfast.|We will certainly be staying there again the next time we are...