Residence Inn Franklin Cool Springs

This was our second visit to this property. The reason we chose this property again was its location. It's in a nice setting in a business park and was walkable to many local restaurants and close to I-65 and the mall area. For the most part the hotel was well maintained but had a dated feel to it. The rooms furnishings were in good condition but the halls were looking worn and carpets were very worn in many locations. This property is definitely in need of a update. The staff was not very friendly and acted indifferent overall. There are a lot of hotels in the Cool Springs area so on our next visit we'll probably be trying one of those.

This area is beautiful, convenient, and upscale. The grounds are pleasant and landscaped. The counter service was excellent (older gentleman, I wished I remembered his name). But the room itself…yuck. Doors were greasy, couch sofa bed was flat and very stained, bathroom was worn down/moldy. Furniture was chipped/damaged. I was expecting a higher quality room from this location and was disappointed.

This hotel is in a great location, within walking distance of restaurants. They offered a free dinner on Tuesday night and free breakfast each morning. The hotel personnel are very nice and very welcoming on arrival. We did have a problem with the water temperature in our shower but they handled that immediately after we informed them. My one big disappointment was their bed! It was a king bed but fell to a gully in the middle! It was not comfortable and my husband ended up on the sofa. Their pillows need replacing also as they had a sweaty head smell. If they address these issues, which are big ones, it would be a good hotel. Afterall the job of a hotel is to offer a good night’s sleep. Without a good bed, it is difficult to rest well. We also noticed the carpeting near the elevator was worn so perhaps a redo of this hotel is needed at this time. Marriott is a good brand so I hope they will listen and address these concerns.

The place was in a great location close to good restaurants and a mall. It was very clean, friendly staff and offered a good breakfast. The bathroom was clean and the beds were comfortable. On Tuesdays they had a free dinner for people staying which was nice too.

We had a great staycation at the Residence Inn. My son wanted to swim at the pool for his birthday and they had a great pool! The bed was super comfortable and the room felt very clean and updated. Breakfast was amazing -- I loved the tortillas, spinach and sausage to make breakfast tacos. Overall, I highly recommend.

The hotel is located in an office park and can be tricky to find at night. Half our group went the wrong hotel to check in. It's about a half hour drive from the airport and there is a coffee shop and restaurant within walking distance. Everything else requires a car or some type of transportation. A bit too far if Nashville is the destination. Once at the hotel, the front desk staff was very polite and professional. The room was very clean and spacious. Lot of light switches so a bit confusing to see what light switches controlled what. Other reviews mention problems with the AC but we didn't experience those issues. There is an indoor pool & gym and outdoor tennis court. Smokers were hanging out in the back of the hotel where there were chairs and tables. Breakfast was included and the seating area is quite small. Not enough seats if the hotel is full. The food selection was small but fine. Overall, a pleasant stay.

Only one complaint that drives down the score, air conditioning. Thermostat has a motion detector built in. So you come back to a hot room every day and during the night you wake up in a sweat and have to pass in front of the thermostat to trigger the air again. When it’s running works good, but very annoying. Not sure why they’re bothering to conserve energy in the rooms when the hallways are ice cold. Otherwise, room and amenities are what you expect from a Residence Inn.

We had stayed at this hotel once before and it was GREAT so we chose this hotel again when we were back in the area. TOTALLY different experience this time. We made our reservation several months in advance but were given a handicapped room when we arrived (these rooms are generally more beat up and not what someone wants unless they need a handicapped room). We had a 1 BR suite but there was only one thermostat for the whole suite so if you closed the BR door, the temp was impossible to regulate so we were either freezing or frying, which made it hard to sleep. There was no body wash (and I didn't realize that until I was already in the shower because they use the refillable containers that are mounted inside the shower). Additionally, turning the shower to full HOT only provided warm water. Warm enough to take a shower but not the setting you would choose. To top things off, a few days later I realized I had left a scarf at this hotel so I called and they had it in lost & found. Great, I thought! I gave them a credit card # over the phone so they could ship it back to me and after taking the credit card information they informed me they couldn't ship it themselves. They said I had to go through a third party site......They email you a link so you can "make the arrangements". The lowest price they charged for this "service" was over $100! Are you kidding me?! I called the hotel back and asked if I could speak with a manager. I explained the situation and asked the manager if she could just put it in a flat rate envelope, which would be less than $10, which I would pay for. NOPE - that was way too much work and she refused to help in any way. Using that 3rd party link and paying over $100 was the only option they would provide. I told them to hold onto the scarf (worth about $20 but I had recently gotten it as a gift so I did want it back) and I would figure something out. I knew one person in the area (just met a businessperson in the area on that trip) and asked if they could pick it for me and they were kind enough to do so. Shipped it to me in a flat rate envelope for less than $10. LOUSY, UNFRIENDLY and terrible guest relations from Marriott on this trip (and we normally prefer Marriott because of their great service - not at this place!). The room issues were something we honestly would have overlooked if our experience with personnel was a good one (people make all the difference). On our previous stay we encountered a completely different group of staff and they were wonderful. Staying here may be ok or may be lousy - totally depends on who is working apparently.