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!

We stayed at 2 weeks ago and the room was very clean and the beds was very comfortable if I could rate them a 10 out of 10 I would the breakfast was very good and we played golf and we was treated like family there

Great place to stay. I wasn’t as impressed with the breakfast and parking was hard to find at night Overall,staff was friendly and we enjoyed the room. Definitely would come back!

After a 12+ hour drive we were finally glad to get here. When I stepped into the entry the second set of doors was locked and I was positive that Erika saw me there. She kept her head facing a book she was reading. So I lightly knocked on the glass, she ignored me. She could have looked up and motioned for the phone but she decided it would be better to wait for me to pick up the phone and dial zero (instructions were on the door, but I prefer direct warmer contact). She seemed irritated I was there. Once I dialed zero, she answered the phone with “How can I help you?” I requested that she open the sliding door please, then she snaps back with a sharp “Do you have a reservation?” I said yes, I do. Then she asked for my name, I told her and she hung up the phone with no communication and walked over to open the door. So I walked to the desk where she quickly returned to and she just kept looking at her book waiting for me to say something. She then finally stated that she was in the middle of an audit so I would need to wait. She didn’t clarify how long and I just said Ok. I noticed my name on the key holder right in front of her (also had the room # and two keys). I asked if I could go ahead and get things moved up and check in after her audit, she said no, I would need to wait, that it wasn’t her fault we arrived so late and didn’t call to tell her so she could avoid starting the audit. Seemed like she got angrier with every moment that passed. She then told me she could just cancel my reservation, I informed her that would not be the case and went outside to start unloading the vehicle while I waited until she was ready to proceed. When I came back in (I took my time to allow her to finish the audit) she proceeded to be even more rude than the first encounter. After we got into the room, finally, we needed additional towels so I called the front desk and she ignored the call for at least 50+ rings. So I call on my cell phone and she picked up, I requested the extra towels and she told me I had to come down to get them. I sent my son down, he gets the towels and while he was there I called from the room phone again, and he said it was very loud and right by where she was sitting. Only other thing is the temperature of the room is set to 68, but it’s was 78 degrees. Erika is ridiculous and should not be interfacing with customers at all. My family of 5 were not feeling so welcome thanks to Erika. Update: No contact from management yet. I did walk down and spoke to two other employees yesterday about what happened. They informed me that Erika seems to have a reputation for treating people poorly. I told them I desired to come back when she was there so I could apologize for getting upset for the way she was treating us, I wanted to be the bigger person and offer her encouragement. Enzo (nice guy) said he would be there when we got back for the evening to be our witness. Erika was there when we got back so we walked over and immediately she started up again, wouldn’t even allow me to get an apology out without interrupting and being rude. She threatened again to cancel our stay and was VERY VERY rude right in front of her co-worker Enzo, my wife and our children. Erika was very aggressive and after we walked away we overheard her telling other hotel guests that we were racist basically placing my family in danger. I called the manager’s office line and left a message, haven’t heard back yet. Erika should be fired, she has an uncontrollable mean temper. Magically my CC on file happened to have an extra $699.72 charge over what my total stay should cost and normally there isn’t a charge until checkout. My card was hit with three charges for a total of $1,702.51 and our total stay was only supposed to be $1,002.59. I will contact corporate about this entire situation for sure. I nor is anyone in my family racist. I feel like Erica is the racist in this situation and I do not appreciate her treatment and disrespect. This has to be the worst experience we’ve ever had at any Hilton.