Hampton Inn Nashville/Franklin (Cool Springs)

The rest of the staff have been great and accommodating, but I can’t keep staying here while this receptionist treats guests this way. I’ve stayed at this location for a long time and used to be pleased every visit. The last few stays, though, the service has been awful. The same woman at reception, Laila, I think, is consistently unpleasant and acts as if helping guests is a bother. She speaks badly about people around her, including the hotel owner. This past week I needed towels and housekeeping. When I asked, she rolled her eyes, handed me the items while huffing, and seemed annoyed to leave her chair and her friend behind the desk to help. Later, while I got coffee at the front desk, I heard her and that friend, who I later learned was the breakfast associate, talking about me and other guests in the lobby. They were also laughing and speaking badly about construction workers who couldn’t speak English. It was embarrassing and unprofessional. Management and the owner should be ashamed to have someone like this welcoming guests. I also don’t understand why she sits so low in a chair that she can’t be seen when you first enter. This is a nice hotel, not a motel, and it used to have high standards. I’ll take my business elsewhere from now on.

The breakfast was excellent, and the staff were consistently helpful. I was impressed with the recently renovated rooms too. This will be my first choice when I visit Franklin again.

The booking got off to a rough start: I’d reserved a king online, had already been charged, and then learned the hotel was overbooked and that room wasn’t available. The staff handled it well, though. They cut the rate by almost half that night, then moved me to a king the next day. It wasn’t the king with the suite I wanted, but they lowered the rate again. Everyone was friendly, capable, and put in real effort to help. A lovely experience from start to finish. Thank you!

After a road trip, our family of six stopped to rest, and Front Desk manager Kelly made sure we were comfortable and had what we needed. Breakfast was hot and delicious, and we grabbed coffee to go before getting back on the road. Thanks so much, Kelly and Hampton Inn, for taking such good care of us.