Hyatt House Nashville / Franklin - Cool Springs — Hotel in Franklin

Only two instances cause me to leave an extensive review - a very positive experience, or its opposite. You already know which this one is.

Weary travelers often don't want to leave the hotel at the end of the day. Hotels get that, so they offer a bar and a restaurant to ease our pain. this review is regarding the bar/restaurant not the hotel.

My first sign was when I walked down to the bar/dining area - no staff in sight. Turns out they were outside enjoying a smoke break. When they finally noticed me, they came in after taking one last drag. Having seen the menu in my room I knew what I wanted. When I ordered the burger (medium rare) and fries (I figured I'd keep it simple for them) from the bartender, he said "We can't do that. We can only make the burger one way." I said fine. Then he said "Fries are extra cost." When I pointed out the menu said that was one of the side options he said "Yeah... they've got to reprint the menu." The same menu that was sitting on the table in front of me with apparently bad information. When I suggested that they remove the incorrect menu his response was "Or reprint it." I still maintain that having a bad menu is worse than having no menu. Ces't la vie.

My meal comes and I have to ask for napkins So I get a short stack of cocktail napkins. With my meal. Seriously... you can't come up with real sized paper napkins for diners? The food was acceptable (three of five stars) so no real deduction for that.

So what took it down to two stars? Once I got my food, I had to ask for salt (brought out in tiny paper packets). One might think they would either bring it out with the meal, or at least ask if you wanted it. Also, once I got my meal it was crickets. Until he noticed my glass of wine was nearly empty. "Another glass?" No. More crickets. No "Would you like the check?" Nothing. After I finished my meal I waited to see if he would come by, or at least look over from his phone. No such luck. So I had to get up from my table (which was right next to the bar) and ask for my check, which he already had prepared. This entire time I was the sole patron in the bar/dining area!

So two stars for mediocre food and bad service. There are a number of places nearby that are certainly worth driving to. If you are staying here, I highly recommend that...

This a new and nice hotel. The reason for the two star rating is the customer service or lack there of....

Checkin was fine staff was nice...

The room was nice and new the only issue I had was the glass shower door would not stay closed

I checked the Hyatt app for breakfast time and it said it ended at 1000am on weekends. I went down to get breakfast and cup of coffee at 834am and they had already shut the doors to the kitchen and were taking the coffee away on a cart. I asked the staff where is everything and they replied it’s closed. I said it’s 834am and the Hyatt app says it was open until 10am and the staff member stated no it’s only open from 630-830am and walked away. Did not offer me any coffee or even offer to open the kitchen 4 minutes after they closed I was super disappointed about the lack of clear communication about the time of breakfast hours and the lack of willingness for the staff to take care of a paying guest.

Due to my membership status I was able to do a late check out and confirmed this prior to check in. The hotel was pretty much empty and wasn’t an issue.

On the day of checkout at 0900am housekeeping staff knocks on the door and wakes up my wife. I answered the door and they were inquiring the time of my checkout. I told them that I confirmed a late checkout for 2pm. I looked at her clipboard that clearly stated late checkout for 1400 hours. Around 11am another knock on the door and the housekeeper immediately enters the room without even waiting for a response. Once AGAIN I Told the employee that we had a late check out. The standard checkout time at this hotel is Noon. I got tired of being intruded on and disturbed by the hotel staff so I packed up my things and left the hotel. This is a nice hotel and nice location but my experience with the staff at this location really missed the mark and I will not stay here again. There are too many other hotels in the area that would love to have your business and have been treated better at other establishments. Very disappointed about my stay...

2021: We stayed 4 nights and it was perfect while visiting friends nearby. Great location with many restaurants and other outdoor activities 10-60 minutes from hotel. E.g., hiking trails, historic Franklin & Nashville (and their shops), and kayaking the Duck River. The hotel amenities worked out great for us, e.g., the laundry and gym. The hotel staff was friendly and helpful, and the continental breakfast was tasty. My wife and I agreed that the hotel staff did a very nice job during our visit. However, the employees who really stood-out were Alex at the front desk for his friendly demeanor and eagerness to help us anyway he could, and Jarman, Assistant Manager, who was more than just a professional and kind-hearted person. Jarman was also one of the best hotel staff members we noticed whenever walking through the lobby or having breakfast. When Jarman wasn't working at the front desk helping guests of the hotel, she kept herself busy by helping the morning breakfast crew with clearing dishes & cleaning the tables/counters. Nice to see a person who is unafraid to get her hands dirty. The hotel is lucky to have Jarman - a leader who keeps her eyes open and if/when necessary helps her teammates. Bravo Zulu (Well Done) to Jarman and Alex for their commitment to Hyatt and doing that little bit extra to make our stay even better!

2020: Loved our stay for two nights! The beds are so comfortable, and the room is a perfect size for the three of us (and our dog). The fitness center worked out well for us; we had it to ourselves! The continental breakfast was fine for our needs, and it was all packaged due to COVID-19. We felt safe during our stay as everyone followed the mask-wearing requirement. Hope your stay goes as...