Staybridge Suites Nashville - Franklin by IHG — Hotel in Franklin

Our experience staying at this location was unlike any of our previous stays. Had it been our first, it would most certainly have been our last.

Our visit began on a Thursday evening after a very long drive. The reservation was under my husband’s name, but after showing my ID and credit card to the friendly desk clerk, he allowed me to proceed with check-in while my husband gathered our luggage. No problem. We were then offered complimentary water as Platinum Members, and retired to our room for a good night’s sleep. Since we’ve stayed at this hotel numerous times in the past couple years, we’d come to expect nothing less.

The next evening, Friday, our experience was completely different. As my husband once again headed to the parking lot to help retrieve luggage with our daughter, son-in-law and family, who had just arrived, I proceeded to the front desk to secure a key for the room we’d rented for them. It was then I was met by Sam. He looked up our reservation, and then asked to see my ID. I showed it to him as I had the previous night, and was questioned who ‘__’ was? I told him that he was my husband, and that he was in the parking lot helping gather the luggage. He refused to continue processing our reservation until my husband came to the counter himself, and showed his ID. The need for security is totally understandable, but the clerk’s rudeness, not so much. I would have gladly gone to get my husband, and I did, but was taken aback by the impolite way in which he ‘asked’. Totally unnecessary. Regardless, I went outside, had my husband go to the counter, show his ID, and we then proceeded with check-in.

This didn’t get their visit off to the greatest of starts, but we figured everyone has a bad day now and then, so we weren’t going to let his, ruin ours.

Since our daughter and family had just finished a 7 hour drive with small children, they were much more concerned with crawling into comfortable beds, and getting a good night’s sleep for the long journey ahead. Unfortunately, that was never experienced. After unpacking, and settling in for the night, the LOUD noises overhead began. They left their rooms, and returned to the desk to complain about the excessive noise coming from overhead.

The noise was temporarily addressed, and began again a short time later, only to continue throughout the night!

When we shared the matter AGAIN with a new desk clerk in the morning, we were told that we had not been the only ones complaining about the noise.

She said she would contact the room in question and speak with the guests herself. Although we appreciated her response, it was little consolation for the horrible night’s sleep our daughter and family had endured.

She kindly provided us with the manager’s contact information, and encouraged us to reach out to him, so we did. By phone, and then by email. Each met with ZERO response from management. No return phone call. No return email.

All we can conclude is that this hotel is now under new management, or at the very least, it’s quality has simply declined!

It’s embarrassing, and frustrating that we’d bragged about the accommodations our family would receive at this hotel, only for them to encounter what they did.

Spending over $200 for a good nights sleep is well worth it when traveling with young children, but paying over $200, and being up all night is not! :/

We rarely write reviews, let alone negative ones, but the rude and ineffective response from the night clerk, along with the nonexistent response from management leaves us no choice but to warn other weary travelers to seek alternate accommodations from a hotel that actually cares about...

If your looking for a hotel that will over promise and under deliver this is the place for you. From the moment we entered our room I felt like we were being taken advantage of. We had to use our room key to keep the power running to the room, it made me feel as we were being charged for the power. Yes, I know this is common for a European hotels, but we were in Franklin Tennessee. The next morning I woke up looking forward to a nice breakfast. When I arrived, I noticed there were close to 20 other guests waiting for breakfast, which should have already been ready for 30 minutes. After waiting another 20 minutes a majority of the guests left to go to work hungry. I went to the front desk and spoke to someone who referred to themselves as a manager and stated they we working on the issue. I spoke with some of the other guests that said this had been happening all week. One father had gone out and bought frozen waffles just to make sure his son had food to eat before his baseball tournament. Food was eventually prepared, but many of the guests had already left.

I returned to my room to find a few housekeeping items that needed to be addressed. My wife called the front desk and was advised that the hotel only does housekeeping every four days and we would have to assist ourselves. This is something we weren’t made aware of and wouldn’t have made reservations if we knew we were going to receive this level of service. At this time I headed down to front desk to speak with the general manager to make them aware of the outstanding issues. The general manager never arrived to speak, but the assistant general manager offered to speak with me.

We sat down and discussed my concerns with the level of service we received. He thanked me and stated he would personally make breakfast was ready on time tomorrow. In relation to the housekeeping of our room he claimed he financially wouldn’t be able to do that, but would clean out room today and make sure we had clean towels each day. I then said thank you and returned to be with my family.

The next morning I returned lobby ten minutes before breakfast was to served and it appeared the staff had nothing had even been started. 7:30 (the time breakfast was to be served) l came and went and still no food was available. Fifteen minutes later food finally started to leave the kitchen. Guests then attempted to get there drinks but there was no ice or coffee available. After my family and I finished our meal we saw the assistant manager and he asked “how our meal was?” I responded “the food was not available at the time you promised”. He look at me in bewilderment as if I was telling him something he didn’t already know. Even though I saw him walk through the kitchen. I then informed him I would be writing this review and he tried to bribe me with free nights at the hotel. I responded “I will never be returning to this hotel again”

Later that day I spoke with one of my other family members who stated that was the same thing he said to him six months ago and the only reason they were staying they was to giving him a chance to redeem himself.

With all that being said I wouldn’t recommend staying at this hotel and never plan to stay at it again or any other...

We've stayed at this hotel before and had a great experience, so when it came time to book another trip, we were excited to stay again. We arrived late in the evening to a very unfriendly front desk host named Sam. Before we walked it, we were warned by other people in our party that arrived before us about his demeanor. I wasn't overly concerned, it had been a long day, and we just needed to get to sleep. We got through a less than friendly check in and arrived at our hotel room only to find it was filthy. I panicked initially thinking we may have just walked in on someone! Once I realized it just hadn't been cleaned, I told my husband and kids I would go request another room quickly so we could get to bed. We only had one day in the city, so we were really looking forward to a good night's sleep, especially for the younger kids.

I went down, waited at the front desk for Sam to come out and told him our room hadn't been cleaned. He asked me what I meant. I said it was filthy and hadn't been cleaned. To which he responded, annoyed, that he wanted pictures. So, I called my husband to take pictures and asked for another room. He said there were no more rooms, and he would refund us, and we can find somewhere else to stay. I told him I don't even know where to look for another hotel that late at night, we had already unloaded, and the kids were exhausted. He showed me his computer screen at one point that they had overbooked by 3 rooms that night and that other people are coming and won't even get a room (the hotel should at least help them find something, but it didn't sound like he was going to help them either. I hope I'm wrong!) He told us if we wanted to stay, we would need to clean it ourselves. At this point we were exhausted and out of options, so we spent the next hour running up and down to grab random cleaning supplies, vacuums and bedding. The other guests were absolutely floored at the situation. We took out food, trash, dirty diapers, etc ... there were times he wasn't even at the desk when we would come down.

Upon leaving the next morning, we overheard other guests complaining about the same man. We were told by a very sweet lady the next morning we could contact the manager directly to get this sorted out. So, we did immediately, via email and phone, but so far, no response to anyone who reached out to him (other people in our party had separate complaints). I didn't want to leave a bad review. We've always had good experiences. Unfortunately, I don't think we'll be back...