Hilton Franklin Cool Springs

Location/ staff very helpful and kind.

Bed not comfortable.

Breakfast and location. We were there for family reunion, close to family and events.

Would have liked an indoor pool/spa. Besides that, okay. Kinda didn't like the $12 per day parking ro just park in an open lot with no bell hop/valet services

clean

parking fees

Bathroom door lock needs fixed.

Breakfast was ok Location

Room was dirty

Great room sizes, lots of space - nice bar and breakfast ok. Big area for parking. Confy beds and showers. close driving distance to downtown Franklin and Brentwood.

Parking could be complimentary; Service at the restaurant could be a bit better;

Clean

Nothing

Clean, easy check-in

Pricey for the room size.

Staff, location, lobby were great. Shower needs attention. The shower head was stuck on setting and would not move. Shower floor needed to be cleaned. Our view was of the roof. Next time we will stay in another hotel in the area. Overall okay but would not recommend.

Everything about the facility

The location and arrangement of this hotel is very good. The hotel has a steady businesslike feel to the lobby. Live music at the bar was a nice touch. I enjoyed my upgraded room and access to the lounge which was exceptional. The only mysterious thing is that the lounge not only suspends service on the weekend (which is normal) it goes into complete lockdown from allowing access to coffee, water, sodas, etc. I'm not used to this at Hilton properties with clubs. Overall I will be back though.

I really like the location and the atmosphere.

Not having a microwave in the room or on the same floor you room is located on.

Charley at the bar is the best! She went above and beyond to make sure we were taken care of. Keep her!!!

Very kind stuff specially the waitress Betzy she is very sweet and efficient. I loved the hotel I would definitely go back and stay there.

Exceptional hotel with high end finishes, premium bedding

Completely unacceptable and alarming experience. At approximately 8:30am, a maintenance worker entered my room without knocking, despite a Do Not Disturb sign clearly displayed. My young child and I were inside at the time. I stepped into the hallway to understand what was happening. As I returned to my room and attempted to close the door, a female maintenance worker began pushing the door back open to re-enter while I was actively trying to shut it. I repeatedly said “no, no, no,” and she continued pushing. I had to physically pull the door closed. There is absolutely no justification for this. Staff should never enter an occupied room without knocking—especially with Do Not Disturb displayed—and attempting to force entry while a guest is clearly refusing is completely unacceptable. This was not a minor mistake. It was a serious breach of safety and privacy. What’s equally concerning is how this was handled afterward. There was no real urgency, no accountability, and no indication that this was being taken seriously. I left the hotel immediately because I no longer felt safe staying there. This is a fundamental failure in guest safety protocols. I would not stay here again.

I had a very enjoyable day experience at the bar. Charley was very professional, knowledgeable, and a delightful conversationalist. I couldn’t ask for a better hotel bar experience!

Very nice accommodations. Lots of space in the room.

They charge for parking lot, even though they have a huge parking lot out front of the hotel. No continental breakfast offered.

The staff at this hotel are some of the best I have ever encountered in the world. As a Diamond member for many years, I've stayed in many hotels. The staff's high level of competence, empathy and kindness was consistent across all departments. I witnessed unruly customers being managed with understanding and caring words. Many people were at the hotel because they had been displaced from their homes by the winter storm, so not everyone was in a good mood (myself included). The staff had their own worries, but yet didn't let that interfere with jobs ... they worked additional shifts, some back to back, and always maintained a great customer service attitude. Thank you Hilton Staff for making a difficult situation very manageable.

My reservation through Expedia was not filed with the property. Fortunately, the manager was able to get us a room.

All the staff were super friendly, welcoming, and happy to see you. The breakfast buffet was worth the little upcharge on the room rate.

Todo

Nada, todo perfecto

We stay here regularly as we visit family. The service is consistently good. Rooms are very clean and we always have a very pleasant stay.

It was clean, modern, the ladies at the front desk were excellent and it was very comfortable. Also liked that there was a gym.

The peloton bike is old. I wish they had a newer version or more than one. There were a couple of us that lined up to use it. Also I wish there was more a of a variety of food for breakfast. We were there for four days and the offerings were always the same

It was great!

My mom and I stayed here on a recent trip to visit friends in the area and had an exceptional experience. The hotel itself has everything you would need/expect and is spacious and updated. The staff were so friendly and welcoming and our room was extremely comfortable, clean and quiet. We would definitely return!

Great friendly staff location off the interstate was very convenient beautiful Franklin Tennessee cool springs. Had lots of shopping venues and restaurants very close location to the hotel. The room was well laid out and clean very comfortable. Bar was a fun time after check in.

None

Nice ambiance and cozy vibes!

We had an extremely unfortunate check in experience. We booked through Booking.com and when we arrived at the property at 5pm on 10/17, we were told that our reservation had been cancelled (it was still showing as very much active in my Booking app and I had a confirmation email from less than 24 hours prior, which I showed them) and that they were sold out and had no other room to offer us. After a good deal of back and forth, my husband and I were forced to leave and find alternate accommodations. This took us two hours, since the majority of hotels were booked in the area due to the football games, concerts and other events happening. Finally, we got the last room at The Conrad, in Nashville, 30 minutes away. McKayla at the front desk tried to help us find alternate accommodations but kept coming up with Hampton Inns and Marriots. We booked a 4 star hotel for a reason. She called the Conrad and got me a rate of $675/nt which at triple the cost of Cool Springs, was no bargain. I booked The Conrad myself through Amex and got a rate of $444. We wound up having a lovely time at The Conrad, where the staff couldn't have been more apologetic as to what happened to us at Cool Springs. I put in several calls to a manager at Cool Springs but 5 days later and still no phone call back. Terrible customer service, terrible communication and a terrible excuse for overbooking their hotel and booting us to the curb. Will never recommend this property.

We had an extremely unfortunate check in experience. We booked through Booking.com and when we arrived at the property at 5pm on 10/17, we were told that our reservation had been cancelled (it was still showing as very much active in my Booking app and I had a confirmation email from less than 24 hours prior, which I showed them) and that they were sold out and had no other room to offer us. After a good deal of back and forth, my husband and I were forced to leave and find alternate accommodations. This took us two hours, since the majority of hotels were booked in the area due to the football games, concerts and other events happening. Finally, we got the last room at The Conrad, in Nashville, 30 minutes away. McKayla at the front desk tried to help us find alternate accommodations but kept coming up with Hampton Inns and Marriots. We booked a 4 star hotel for a reason. She called the Conrad and got me a rate of $675/nt which at triple the cost of Cool Springs, was no bargain. I booked The Conrad myself through Amex and got a rate of $444. We wound up having a lovely time at The Conrad, where the staff couldn't have been more apologetic as to what happened to us at Cool Springs. I put in several calls to a manager at Cool Springs but 5 days later and still no phone call back. Terrible customer service, terrible communication and a terrible excuse for overbooking their hotel and booting us to the curb. Will never recommend this property.

Accogliente e tranquilla

Servizio e rifacimento nelle camere (preparazione del letto) insoddisfacente x un hotel di quella fascia

N/A

Great stay

Jonathan was the best!!! Helped us out with everything we needed!!!! Very knowledgable of the area and gave great recommendations!

Na

Wonderful stay.. hotel and staff excellent!

Would stay here again

The staff were all very pleasant and friendly. The hotel itself was very nice & clean, what I would expect from a Hilton Hotel. Wonderful stay!

The customer service team was great checking but the bathroom sho

Bar needed better TV locationing and the draft beer area needed to be illuminated to see what you on tap.

I stay here frequently for work and always enjoy my stay :) the staff is friendly, the rooms are clean and my kids love the pool!

Bathroom could have been cleaner

The only thing I didn't like is I got the wrong sandwich when I ordered room service. I wasn't upset, just a little disappointed. Everything else was exceptional.

This is probably the best Hilton I have stayed in over 10 years. The hotel is managed to perfection. While the facility is exceptional, the team made all the difference. The Doorman Ted goes out of his way to be helpful and informative. Donna at the front desk was helpful and very accommodating (great room). Charlie at the bar and restaurant knew what I wanted and made it happen without having to ask. Felt like home away from home.

Friendly Staff , nice room ,the shower was nice I felt like I was at the spa

Hotel is beautiful. We got to the hotel about 3 hours before check in and they still let us check in. Staff was very nice. Room was really clean. My husband noticed the pillows were standard size not tiny like some hotels. Would definitely stay again

The pool was very clean

Loved this hotel! The beds were so comfortable and the breakfast buffet was delicious with lots of options. Staff were very friendly and the location was great. I would highly recommend!

The best stay we’ve ever had to visit family near Franklin. Will definitely come back for our next visit

When driving to Florida from the Midwest, my husband and I find that Franklin is the perfect halfway point to stop for the night. After trying several other hotels in the area (including others at this exit) this hotel is our favorite. It’s located right off of the expressway, feels very safe, has a great bar for a quick dinner, and complimentary coffee in the morning. If you want to venture out there are bars/restaurants nearby with live music and downtown Franklin is a short drive with great stores and restaurants. We’ve stayed at this hotel at least six times and will return. Rooms are modern and always very clean with comfortable beds. And LOVE the remote check-in and room key access so we can bypass the front desk for checking in and out.

Charlie Rotier at the refreshment stand is amazing she is so personal and attentive you have a real star at the bar. Thank you

The property was very nice and clean. Staff was friendly and willing to assist.

Nice, clean and cozy. Check in was smooth and staff was very helpful!

The property was beautiful with lots of great amenities!

The mattress was too hard!! I will say that the staff offered to move us to another room but my husband and I roughed it out.

Check-in was great, the bubbly blonde (forgot her name) was so sweet and explained everything available. The overall facility was clean and all staff were great. The executive lounge was nice and relaxing on the 8th floor. We stayed in a suite with the balcony on the 6th floor, room was super spacious with a great view. Could’ve been a touch cleaner but I am a clean freak. Overall, well worth the money!

The service was great and accommodating. We booked a queen bed but our kids couldn’t make the trip. I asked at the desk if we could switch to a king bed instead. They switched us rooms no problem at all.

Good location safe

good location. beautiful lobby. room was outdated and sheets were worn down and old. mattress had loose mattress cover which moved and had to be adjusted.

Very nice to stay at. Updated and very clean.

Loved the bed and pillows

Great

Great, convenient location. We love the Franklin & Brentwood area. Our room was a suite with a balcony. We ended up dusting the rails on the balcony as they had so many spiderwebs. The suite had beautiful windows around; however they were so dirty. That would be my biggest suggestion for the management of this hotel. Other than that, nice stay!

The building needs updated but we always enjoy our stay in Cool Springs.

The bar staff was great very personable. Charley Rotier remembered customers names and drinks. She provided good energy my entire stay. Thanks Charley

Friendly check in!!!

Everything bout the hotel was nice

Location, staff, bar was all great. However my wife left a pair of women’s running shoes in the room when we checked out. I called for 4 days straight with no answer or call back. Finally on the 5th day, I called and they said they didn’t find any. Oh well…I guess the maid is now wearing a nice pair of running shoes.