I’m glad that they are renovating this place for future guests. But that doesn’t help anyone who is currently staying here. There was mold in my mom’s shower. Rust in both of our freezers. The whole place smells musty. Hair on the bedsheets. Hair on the couch. Smear of lotion on the vanity. Stained up furniture. Holes in the lamp shade. Dirty, stained curtains. Clearly our fan was just for decoration as that didn’t work. There was a huge dip in the other bed in my room. Very uncomfortable beds/pillows. My niece was bitten by fleas. There was a barking dog staying in the room across the hall. The rooms are smaller in person than they look in photos. One of the elevator doors kept opening repeatedly instead of closing. Overall, I would not stay here again. I’m not sure why this place has such good reviews. The standard bar must be pretty low. I’ve had nicer rooms in a cheaper hotel.

After a couple of rough experiences I was starting to lose my faith in the Hilton brand but this hotel is exactly on point with what I remember the Hilton family of hotels to be all about. Great location clean rooms with nice amenities. This is what it's supposed to be

I made the mistake of only looking at the overall rating and the AI summary, which was only positive, when booking this hotel. When I looked at individual ratings after I see our poor experience was not unique and makes me wonder how the overall rating it still so high. The room appears nice if you don’t pay attention to details. The room layout is great. We arrived after 13 hours of driving, eager to set our stuff down and head out for a bite to eat. I noticed a weird smell, I thought it smelled like urine, my husband said musty, but either way it wasn’t pleasant. There was a bug in our room. Not a bed bug and not a roach so we didn’t make a big deal about it. After we returned is really when we noticed the issues. For starters, I booked a 6 person capacity room for 4 people but there were only 3 towels and washcloths. When I pulled out the sofa bed, there was a food wrapper and crumbs all over the mattress protector which was already on the mattress. There was no spare with the linens in the closet. I used the Hilton app to request a new one and the towels be brought to our room. No one ever answered so my husband called the front desk. He was informed we would have to come to the front desk to get them. There was no apology for it being like that in the first place. I went and figured this was because there was no one else available to bring it to us. I was helped by a female employee, but there was a male employee sitting in the office playing on his phone. When I lifted that mattress to make the bed, there were crumbs all underneath the mattress. There were crumbs on the floor near the furniture and dried food on the nightstand. There was a dried piece of macaroni on the side of the couch and hair ties behind a chair in the bedroom. Obviously this area had not been cleaned and it makes me wonder what else had not been cleaned. There were holes in the bedding. The bathroom was not updated but would have been ok as long as it was cleaned. There were hairs along the shower wall which were there prior to us getting there.

We stayed here for 5 days because we didn’t have power due to the ice storm. On the 2nd day we found a beg bug crawling on the wall. I spoke to the manager and they moved us rooms. Orkin ended up coming to check room 602 which was the room we stayed in. They couldn’t find anything else but did confirm that was a bed bug. The manager said they didn’t treat the room or anything because they didn’t find anymore. That room should have definitely been treated before anyone else stayed there. Very disappointing.

My stay was average. The Caucasian and Muslim women at check-in were very kind and professional, but the Hispanic staff member was rude and unprofessional, she should not be working the front desk. The room was clean but dated, a roach was found which was disguising. Breakfast was good. It is a basic budget hotel that needs some updates and improved staff consistency.

Hotel was very nice to accommodate a family of five. Good size suite, nice heated pool, and awesome breakfast! Amazing customer service. My daughter was distraught because she left her stuffed animal there and the front desk was more than accommodating getting it back to us. She is beyond happy and we're so grateful for their hospitality and service!

Nice people & complimentary breakfast. The room had tile missing by the shower as well as black mold(pictures). Taking showers is quick because of the tepid water temperature. There finger prints and debris on the cabinets & doors. The bed was like sleeping on a trampoline. We just came from another Hilton property & this was not up to Hilton standards. I have seen a lot of hotel rooms and done a lot of reviews and am very surprised at this facility's overall reviews. Good luck, hope you don't get the room we had.

Our room type is a little awkward. Too many things in bed area making it difficult to get around.. TV really doesn't swerve enough to serve more than the bed and kitchen, not as effective for sitting area. Hotel is clean and very pleasant. Breakfast area is spacious and welcoming. Parking is a little tricky, could use more signage? Overall it is nice, good location for us.

At check in I was happy to see a nice lobby and a staff that was courteous and professional. I was told there would be fresh coffee available 24 hours. Which was nice because that is hit and miss at Hilton chain hotels. No matter what you read or hear. I woke up at 3am, (4 am my time.) To get ready for work. Went to the front desk to a woman bent over her phone. She told me where the coffee was. After my cigarette, I inquired about when the coffee would be made as it was cold. Also asked if the outdoor fireplace could be started(37°). IT IS 5:31, THE WOMAN IS STILL BENT OVER HER PHONE, THE COFFE IS STILL COLD AND NO FIRE! The rooms are nice and adequately updated, the entire facility is clean and not to beat up(minor scuff marks), the day staff is awesome. Could have easily been a 5 star experience. I wish it was appropriate to take a picture of this woman, as at this point it is comical. *6am, no coffee... no fire.

Safety Hazard, Rudeness, and Utter Mismanagement My stay at Homewood Suites of Franklin Cool Springs (Nashville) was one of the most unacceptable hotel experiences I have ever had. Upon arriving late at night, the entrance was completely inaccessible, blocked by police, fire, and ambulance crews. Guests were left standing outside, confused and without any staff direction. When I was finally able to get inside, the level of customer service was shocking. The receptionist, Michael, was hostile, rude, and dismissive, repeatedly cutting me off to be sarcastic. The most critical issue is what I learned while waiting: There had been a recent fire, and the premises still reeked of smoke. The smell was unbearable. It is appalling that the hotel allowed guests to check in without disclosing a serious safety issue, let alone fail to offer basic empathy or communication for the chaos and hazard. I would never recommend this establishment. Management appeared non-existent, and the staff's poor service and lack of safety concern made this a horrific and stressful experience. What a nightmare!