Homewood Suites By Hilton Nashville Franklin Cool Springs

“Really nice hotel -- but whatever happened to service?”

The hotel was in a great location for our purpose. It was easily accessible from I65, it was less than a mile from the Cool Springs area where North Italia (our favorite), and numerous other restaurants and shops were located; best of all it was very easy to get to the Civil War Battle of Franklin… Mais

The hotel was in a great location for our purpose. It was easily accessible from I65, it was less than a mile from the Cool Springs area where North Italia (our favorite), and numerous other restaurants and shops were located; best of all it was very easy to get to the Civil War Battle of Franklin historical sites, i.e., Lotz House, Carnton Plantation Carter House, Rippa Villa, etc. Also easy to get to the old Downtown Franklin area, great shops, restaurants, etc. The hotel was extraordinarily clean (and I'm pretty picky about cleanliness). The breakfast was better than expected and had a great variety (again, unbelievably clean eating area). The breakfast staff was great; friendly, accommodating. The front desk staff - well, nothing is perfect. The night staff were great: professional, friendly and helpful. The day staff - perhaps they should consider a change of career; maybe something where interaction with the public is not required; perhaps a desk job behind a computer. The woman who checked us in misquoted the number of days we were staying and was just cold; no greeting; nothing. Later in the afternoon I went downstairs to ask for directions to a local restaurant - she couldn't respond because she was eating. Yes, at the front desk. You would think she could at least have sat in the back office for 15 minutes or for long enough to eat her food. At approximately 5:30-6:00 p.m., I called downstairs and told her our television in the living area was not working. No comment. Nothing. I explained the situation again and this time she said she would notify someone. The next morning I stopped by the front desk and told the young man about the television which still wasn't working. His response was that their maintenance staff had already left when I called the night before. I said, "Well, could someone have politely said, "Thank you. We will report it to maintenance first thing tomorrow morning." Some kind of acknowledgement? The only thing preventing a 5-star rating here is the front desk staff.

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“Average”

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 … Mais

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.

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“Smaller rooms than normal at Homewood Suites. Average stay but great morning staff.”

Normally Homewood Suites are large spacious quarters with 2 rooms and will accommodate 4 people. The room was small compared to other Homewood Suites we have been in. One room with one small flat screen television. If we had a couple of more people it would have been extremely cramped. Fortunately … Mais

Normally Homewood Suites are large spacious quarters with 2 rooms and will accommodate 4 people. The room was small compared to other Homewood Suites we have been in. One room with one small flat screen television. If we had a couple of more people it would have been extremely cramped. Fortunately there was only 2 of us. There was a small kitchen with 2 spoons, 2 knives, 2 large glasses and 2 small glasses. Did someone steal the silverware? The bathroom was tiny. No cleaning service unless requested. That’s fine but if you want us to reuse towels there needs to be somewhere to hang them up. Oh, and although the TV guide says we should have had ESPN2 there was no signal. And the staff person couldn’t help us. He just didn’t know unfortunately. As gold members we should have gotten a couple of bottles of water-or even a thank you for being a rewards member. Nope. I finally went back down to the desk and asked for it. Breakfast was better than Hampton Inn breakfasts. At least there was fresh cut fruit, oatmeal, and bagels. I will give the morning staff 5/5 for their understanding and kindness when we had to check out a day earlier due my wife’s illness. They would have allowed us until noon to check out but we did manage to leave before 11 am. We appreciate that kindness.

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