Hilton Garden Inn Nashville/Franklin Cool Springs

Dawn was the highlight of our stay. She was working both the front desk and the bar, yet remained polite and helpful. I wanted to share my experience because I believe the recent comments from previous guests naming Dawn describe limited circumstances. She made our visit a good one. We stayed one night in a well-equipped whirlpool suite that was practical and had enough hot water and towels. There’s no guest hot tub, so book a jacuzzi suite if that’s what you’re after, as we did. My only gripe was that the shampoo and body wash were fixed to the shower wall. The breakfast looked great in the morning, but we didn’t eat there. The property was well maintained, with included parking and extra guest restrooms around the building. We were surprised how quiet it was so close to the highway. The pool was open and looked very neat, though we didn’t use it.

The Hilton Garden Inn gave us a warm, comfortable place to stay when an ice storm knocked out power at home. The staff welcomed us and stayed calm and helpful, which mattered a lot in such a stressful situation. Our room was cozy, the beds were comfortable, and having heat, hot water, and a friendly face felt like a safe haven while everything outside was frozen and chaotic. You don’t always realize how much good hospitality matters until you need it. I’m grateful for the team’s kindness and professionalism, and I’d recommend this Hilton Garden Inn for planned trips or an unexpected emergency stay. Thanks for being a bright spot during a rough storm.

Housekeeping came in once and left fresh towels, but didn’t empty the trash, make the beds, or do anything else. The signs said rooms would be refreshed every other day. We stayed over Valentine’s weekend, and the service left a bad impression. I couldn’t load a digital key, and when I went to the desk nobody came to check me in. I had to wander around and find someone before they finally helped. All weekend, people used the many lobby tables to work on laptops and eat outside food. But when my husband brought back takeout for our family and we sat down to eat, we were told to leave because the tables were for the hotel restaurant. There were about 15 tables scattered through the lobby, and only one was occupied then. Since we’d seen several people using them all weekend, it made no sense to turn us away.

I’d happily book here again. The hotel welcomes pets, which was a big plus, and the room was spacious and tidy, with a comfortable bed and pillows. The shower was great, and there were large bottles of shampoo, conditioner, and lotion. My one gripe is the $10-per-person breakfast charge. I think it should be included.