Holiday Inn Express & Suites Franklin KY by IHG

The young man on the night shift was friendly, courteous, and gave great customer service. The shower was good, and the room was okay, though the carpet had a mild smell. In the morning, the woman at checkout acted like we were bothering her and was very curt. She could learn a few customer service things from the young man working nights.

We booked through CLC without any trouble. There’s a big parking lot for trucks right out front, and the hotel felt clean, safe, and comfortable. The shower pressure was amazing, and breakfast was fantastic. We’ll definitely return when we’re in Franklin.

We’ve stayed here over the years when visiting family in Franklin, and our first visit 11 years ago was great, as were the next few. This time might be the last. At check-in, the staff were friendly, but the room had a funky smell that hit us whenever we came back in. The pool area smelled unclean, too, and the hot tub wasn’t warm. After my husband spent about two hours in the pool with our child, he woke up the morning we left with one eye crusted shut and bloodshot. We’re not sure if it was pink eye, but thankfully it cleared up in a couple of days. They were full last weekend with no rooms left, and the one ice machine for three floors was nearly out of ice on Saturday when we checked in. Breakfast gets busy, I know, but we came down at 9:15 and all the hot food was gone. They weren't putting any more out, even though breakfast runs until 10. We’ll probably try somewhere else next time.

We usually stay with this franchise because the quality is consistent, so this visit was a letdown. The front desk kid in a hoodie was polite, but unprofessional. Wear a shirt! The shower had very low pressure, and the electrical and USB outlets by the bed were broken. There were no coffee condiments in the room, and the bathroom paper products were very poor. A disappointing stay.