Ratings based on 95 Verified Reviews

They paid and stayed. We double-checked.
4.3 out of 5
96% of guests recommend
4.5 Room cleanliness
4.5 Service & staff
4.2 Room comfort
4.4 Hotel condition
They paid and stayed.
We double-checked.
4 out of 5
Recommended
for Business Travelers
by A verified traveler

Nice accommodations but service not ideal

Posted Jul 25, 2014 on Hotels.com
While the hotel was very nice and clean the service was less than stellar. When I stay in an upscale Marriott I expect the service to be at least above average. The front desk person was nice and knowledgeable but never offered anything beyond which is typically the Marriott way. The food service was the same...nothing special. I would stay there again but I was very disappointed.
5 out of 5
Recommended
for Business Travelers
by Greg from Pennsylvania

Marriott was a SCORE

Posted Jun 28, 2014 on Hotels.com
The extra people they hire for service is an elegant touch!
2 out of 5
Recommended
by A verified traveler

Posted Jun 23, 2014 on Hotels.com
very disappointed with the customer service at the hotel. i paid for my stay through hotels.com in May, however, when i checked in, i was asked to provide a credit card for incidentals. my card was charged $199.70 and another $46.00. neither amount was released from my credit card when i checked out with no charges to the room. the money was not returned to my card until i spent an hour on the phone with the bank during my trip contesting the charges. i thought Marriott could do better.
Comment from Hotel Management
Aug 30, 2014 by Jim, Hotel Management
Thank you for taking the time to tell us about your trip. We pride ourselves on providing outstanding service to our guests and we are disappointed that we did not exceed your expectations. We apologize for the inconvenience, please let us know if we can be of further assistance on this matter. We hope that if you are ever in Franklin that you give us the chance to make it right. Thank You
5 out of 5
Recommended
for Getaway With Friends
by Bill from Franklin, TN

Very convenient for all our planned activities

Posted Jun 10, 2014 on Hotels.com
The hotel staff was extraordinary! They could not have been any more accomodating and friendly. We would definitely stay there again.
3 out of 5
Recommended
for Personal Event
by David from Bowling Green

Posted May 27, 2014 on Hotels.com
Hotel was nice but room temperature was uncomfortable. Multiple complaints to front desk got no results. For what you paid the issue should have been handled.
Comment from Hotel Management
Aug 2, 2014 by Jim, Hotel Management
Thank you for staying at the Franklin Marriott Cool Springs. Disappointed your room was not exceptional. The room AC should have been working and should have been fixed upon notifying us. We will review our process of repairing items to ensure that items have been corrected to the guest satisfaction. I want apologize for any inconvenience this may have caused while staying with us. Again thank you for staying with us and we look forward to serving you in the future. Thanks, Joe Varnell Front Office Manager
3 out of 5
Recommended
for Families
by Doug Sager from Ashmore

Lost and found.

Posted May 13, 2014 on Hotels.com
My stay went well but I forgot my glasses and I'm having a hard time getting anyone to respond. I made 3 calls and have yet heard back.
Comment from Hotel Management
Jul 19, 2014 by Jim, Hotel Management
Thank you for being our guest and taking time to post your feedback on hotels.com. I researched your lost and found request and understand that your glasses were shipped back to you. I am sorry for not responding in a timely fashion. We appreciate your business and hope to see you again soon.
3 out of 5
Recommended
for Everyone
by annie from tn

Your average place

Posted May 4, 2014
Nothing major for or against- wish hotels would have accessible electrical sockets by the beds! So can charge phone & use as alarm!
Comment from Hotel Management
May 5, 2014 by GM, Hotel Management
Thank you for staying at the Franklin Marriott Cool Springs. Disappointed your room was not exceptional. The hotel has a plan in the works for a renovation in late 2014/early 2015. We are very excited about this and look forward to being able to give our customers a new product. Again thank you for staying with us and we look forward to serving you in the future.
2 out of 5
Recommended
for Families
by kts from South Carolina

Not happy with my experience.

Posted Apr 15, 2014 on Hotels.com
Not very happy with my experience. Went to ck in and was told I already checked in. Had not…they checked in someone with same last name in my room. Had no rooms with 2 dbl beds left. My child slept on air mattress on floor that deflated every night even though they brought us a new one. The room was too hot and when we turned down the AC it would readjust itself while we slept so that we were hot. We were given a handicap room with no closet, counterspace, safe or fridge. Not good experience.
Comment from Hotel Management
Jun 28, 2014 by Jim, Hotel Management
Dear kts, Thank you for being our guest and taking the time to post your feedback on Expedia. I apologize we were not able to exceed your expectations. I am sorry we were unable to accommodate your request for double beds. We have refrigerators by request and a microwave next to the front desk for guest use. We are in the business to satisfy guests and sorry we were not able to deliver. Please give us another try. Thank you. Joe Varnell Front Office Manger
3 out of 5
Recommended
by Steve from St. Louis

Restaurant and bar are severely understaffed

Posted Apr 2, 2014 on Hotels.com
Both the restaurant and bar are understaffed. One night we were there the restaurant was closed because there were not enough serving staff there. Another night it closed early for the same reason. People were waiting in line at the coffee bar for 20 minutes to get Starbucks!
2 out of 5
by travelers5 from tenessee

Not worth the cost

Posted Apr 1, 2014
Lame. Not a top level hotel. Should be charging 1/2 what they do. $15pp for breakfast? $10pd for wifi? Get real.
Comment from Hotel Management
Oct 11, 2014 by GM, Hotel Management
Dear travelers5, Thank you for being our guest and taking the time to post your feedback on Expedia. I apologize we were not able to exceed your expectations. I understand your desire to have complimentary Internet and breakfast included in your guest room rate. These offerings would be available and included in room rates at Marriott's select service hotels including Residence Inn, Town Place Suites to name a few. We are in the business to satisfy guests and sorry we were not able to deliver. Please give us another try. Thank you. Joe Varnell Front Office Manger