Hilton Franklin Cool Springs — Hotel in Franklin

I would like to preface my review expressing my utmost respect and gratitude towards the general manager who handled the predicament he was faced with on the morning of April 6th, 2023. Me and my fiancé were traveling to Nashville from Texas from 4/3-4/8. I typically stay in Marriott hotels because I have a membership and the price is usually right. However, when selecting hotels for this vacation, I was surprised at the rates Hilton had at the time and decided to try something different. We stayed at a Hilton in Alabama for two nights and the experience was great. When we made it to Franklin, I was pleasantly surprised at the location and appearance of the hotel and the staff was welcoming and friendly. However, I feel that any future travelers staying here need to be aware of what happened to us so that it does not happen to them. The area is very deceiving and not as safe as you might think it is. The very first night we pulled in to the parking lot in the evening and, as a result, had to park in the available spots towards the back of the parking lot. I felt that my truck was in a safe location and the rest of the night went without incident. The next morning, I was awoken by a call from the hotel where I was informed that my truck’s back-driver side window had been shattered and the truck had been broken into. I met the general manager in the lobby and he had already contacted local law enforcement. It was raining this morning and he placed a plastic trash bag on the window to prevent further damage to the interior of the truck. When the police arrived, I opened the truck only to discover that it didn’t appear that anything had been taken. There was a second truck that had also been broken into and I’m not sure if anything was stolen from them. I assume whoever was breaking the windows was strictly looking for weapons, as I later discovered that they had stolen a couple of cheap pocket knives from the truck. I was understandably shaken, but the staff and manager handled it really well and even offered to vacuum the glass out of the truck and provided me with a list of local glass companies. I understand that this can happen to anyone, anywhere, any time, so I was not upset with the hotel or staff at all. I found a fantastic company who fixed it, putting me out $540. I was not expecting the hotel to pay for it, but I also want to note that I was not offered any sort of compensation or discount on my stay. My three star rating is decided by the fact that, upon talking to locals, and the glass company, I discovered that the area that this hotel is located is frequently hit with vehicle burglaries. I’m not saying that this specific hotel has had any, but I heard from multiple sources that this area has frequent vehicle burglaries. This is concerning considering the hotel has 0 security and 0 outside cameras. I feel that the Hilton bares some responsibility with their ignorance towards surrounding burglaries and the decision to have no systems or staff in place to ensure the safety of their guests vehicles. I typically valet, however this was not an option at this location. Just a wide open, unsecured parking lot. The room was clean and as expected. Compared to other hotels however, there was not a good mirror for my fiancé to set do her makeup, besides the bathroom that we were both trying to use in...

I cannot say how rude the staff was for our stay this weekend. We walked through the door with an uninterested and rude desk attendant. I had used a digital key to get into my room but left my I.D. In the room when I went down to the lobby. I asked for a key card after explaining what happened and was told absolutely not, it’s Hilton policy that I had to have my ID with me (that was locked in my room) my husband was hours behind me. I had every confirmation email sent to me as well as my Hilton Honors membership number. That evening was saved by the male bartender who was an angel. Professional, friendly, over accommodating, and kind. We had brought in outside food and he kindly told us they do not let people eat outside food in the restaurant side, however they have a full kitchen available. We apologized and told him we would absolutely be ordering from the hotel restaurant the next evening.

The next day we left the hotel at 6:30am and did not return until 4pm after our baseball games had finished. My husband went down to the restaurant to watch NCAA wrestling finals but was told the restaurant/bar wouldn’t open until 5:00pm. While he was sitting there waiting to order, Hope, the female bartender told him he needed to leave because he didn’t order anything and he couldn’t sit there. He had planned on dinner there… it wasn’t open!?! He left and ordered from elsewhere because of how rude she was. By 6:30 pm the boys were told they have to stay in their rooms and could not walk around the hotel. They had complaints that there was too much noise. 6:30 pm on a Saturday evening. At 8:30pm my son was escorted in an elevator alone with the female front desk while I was checking my laundry and she told me he had to stop running in the halls. Fine. Agreed. I then said they can’t stay in the room for hours, they can hang in the lobby. They said absolutely if they sat quietly. Funny, the night before was rowdy with 40 adults in the lobby and not a word was said to them. I was told they were throwing socks in the pool at 8am… we had been gone from the hotel for 1 1/2 hours by this time. There are multiple teams of multiple sports staying in this hotel. The staff is constantly on their phone with AirPods in and act as if all guests are a burden. They act annoyed when anyone walks up to the desk but when you are given 1/2 a roll of toilet paper and 2 towels, chances are you will need to speak to someone.

The crazy thing is, this hotel has a contract with Perfect Game and we were told to stay here. If they cannot handle multiple teams of young kids and a “full house”, they probably shouldn’t keep their contract. I do not appreciate the attitude towards the grown adults paying for this stay nor the accusations against a group of kids who were not even present at the hotel during the time of the event the staff was concerned about and I ESPECIALLY do not like a stranger taking my son alone throughout the hotel as if she had the right to contain him. They were looking for someone to blame and had the wrong group. Unimpressed and extremely...

Blocked rooms at this hotel for my daughter's wedding including two suites. It started downhill at check-in. I stopped at the hotel at 2:30pm to try and check into the suites and was told that I couldn't since they were not clean. I understood, but I couldn't understand why I couldn't get keys and secure the rooms with my credit card so that I wouldn't have to come back later. Was told that wasn't their process and there was nothing that I could do. I came back after 9pm and was finally allowed to check in. The suites were nice, but the air conditioning in my daughters suite was not working properly. She called and I called but was told there was nothing that they could/would do! Get to the morning, and the air conditioning is still not working! Somebody comes up but does nothing but bring a single fan.... still nothing that can be done with the a/c. They get ready, then the calls start from the front desk that they need to exit the rooms since they have people coming in. Both my son in law and daughter speak with the front desk asking to stay in the room until 2pm (when the buses were coming to get them for the wedding). They were told no, that the rooms needed to be cleaned and ready for "diamond" members coming in early.... I found that interesting (I was told the same thing by the desk manager) since I am a Diamond member and I was told the day before that I wasn't able to check in at 2:30pm since the rooms weren't clean and that the check in was at 4pm. Breakfast was a joke... there really wasn't a breakfast; it was a very limited buffet with poor quality choices.

Just so many issues for a 4-star hotel! I couldn't ever recommend anyone to stay at this hotel. I really wanted it to be a great experience as the hotel is newer; in the end, was overall, disappointing - start to finish! Try the Marriott next door or stay closer to downtown. The hotel is not worth the rate.

I did speak with Tammy in the convention services area after the weekend and detailed all the issues. I was assured that I would receive a follow up phone call from her by the end of the week.... Nothing, no call ever and never received the promised points for...