Staybridge Suites Nashville - Franklin by IHG

Everything was very clean, from the room and hallways to the dining area, pool area, and elevators. Staff members we spoke with were friendly and communicative, and the hotel was generally quiet, with little outside or road noise at night. The location was convenient for restaurants and shopping, and Downtown Franklin wasn't far. They also offered complimentary hot cocoa and tea at the front desk each evening. We stayed five nights during Thanksgiving week and would stay again. We did have a couple of issues. A family with children checked into the room above us around midnight on the first night, and the noise continued through the next morning, like a gymnastics camp overhead. A man at the front desk quickly offered to move us across the hall, and it was quiet afterward. But around 7 p.m., while my husband and I were watching TV, a boy and his parents suddenly came into our room. The man who moved us hadn't correctly updated the computer, and the evening check-in worker assigned our room to that family. They left quickly and apparently got another room, but later a family member came back and couldn't get in because our keys had been deactivated when the other family was given the room. We had to get that sorted out. It seemed like an oversight, but it concerned us. What if we hadn't been there when someone else was given access to our room and belongings?

During Nashville's ice storm, the hotel kept food available for everyone and maintained its cleanliness, even though the staff must have been tired. They also extended breakfast hours while operating at capacity. Since we live locally, we'd never stayed there before, but the staff were kind and flexible, and made a stressful time a little easier. I don't know whether the decisions came from the local team or corporate, but the hotel could have raised rates during the storm. Instead, room prices were more than reasonable, pet fees were waived, and cancellation fees were waived too. Thank you for helping the community.

The next morning, we discovered there was no hair dryer. I called the desk, said we were in a hurry for a meeting, and asked for one. After about 30 minutes it still hadn't come, so I went down. The woman said housekeeping had just arrived and they'd send it right up. Fifteen minutes later I checked again, and she gave me attitude, saying someone had to go all the way to the basement and I needed to be patient. She seemed annoyed that I was annoyed after waiting 45 minutes. This wouldn't have been a problem if the dryer had been in the room to begin with. We'd also been given a room without the king bed we'd booked. The desk said there were no king beds available, but it would've been nice to know at check-in. We arrived just an hour after check-ins started, so I was surprised the right room wasn't available. They didn't seem concerned and said the only option was to move us the next day. I don't expect much from hotels, and it's rare for one to fall short of even those low expectations.

The hotel was very clean and wonderful for pets, but Bethany is the reason I'm so thankful. When a snowstorm knocked out power, my elderly mother was without power too and very worried, so we looked for a hotel. Bethany answered my call with such kindness and calm that she made me feel things would be all right. She got us a room, made us comfortable, and was a pleasure to talk to, despite having been there since Friday. My father-in-law also needed a room, but the hotel was sold out. Bethany kept watching for a cancellation and let me know as soon as one came up, so he had somewhere to stay. I couldn't be more grateful. Keep doing God's work, Bethany. Thank you from the bottom of my heart.