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Reviews of Holiday Inn Franklin - Cool Springs, an IHG Hotel

3 out of 5
Holiday Inn Franklin - Cool Springs, an IHG Hotel
1738 Carouthers Pkwy, Brentwood, TN

Reviews

9.0

Wonderful

Rating 10 - Excellent. 383 out of 613 reviews" "
Rating 8 - Good. 150 out of 613 reviews" "
Rating 6 - Okay. 48 out of 613 reviews" "
Rating 4 - Poor. 17 out of 613 reviews" "
Rating 2 - Terrible. 15 out of 613 reviews" "

9.2/10

Cleanliness

9.2/10

Staff & service

8.6/10

Amenities

9.0/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

2/10 Terrible

Mergim

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Hiren on Mar 27, 2024
We are sorry to hear that your experience did not meet your expectations. Your feedback is important to us, and we will use it to improve our services. Thank you for bringing this to our attention.

6/10 Okay

Rebekah A.

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room smelt a bit moldy and the air conditioner was old and actually blowing moisture to stain the mattress with mold. The shower had low pressure and would randomly turn very low pressure with cold water. The staff and property were average, wouldn’t be back.
Stayed 1 night in Mar 2024
Response from Hiren on Mar 27, 2024
We apologize for the issues you faced during your stay. Your feedback is important to us, and we are working to address the concerns you raised. We hope to have the opportunity to provide you with a better experience in the future. Thank you for sharing your thoughts with us.

10/10 Excellent

james

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Hiren on Mar 27, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at or gm@franklincshotel.com.Sincerely,Hiren Dayaramani gm@franklincshotel.com

10/10 Excellent

Victoria

Liked: Cleanliness, staff & service
Stayed 1 night in Mar 2024
Response from Hiren on Mar 27, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at or gm@franklincshotel.com.Sincerely,Hiren Dayaramani gm@franklincshotel.com

10/10 Excellent

Chantel

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stopped here for one night with our family of four plus our golden retriever. Very nice and comfortable. Would definitely stay here again.
Stayed 1 night in Mar 2024
Response from Hiren on Mar 26, 2024
We are delighted to hear that you and your family, including your golden retriever, had a nice and comfortable stay with us. Your positive feedback is greatly appreciated, and we look forward to welcoming you back in the future. Thank you for choosing to stay with us!

10/10 Excellent

Paul

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Hiren on Mar 27, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at or gm@franklincshotel.com.Sincerely,Hiren Dayaramani gm@franklincshotel.com

10/10 Excellent

Judith

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very friendly and we were even able to check in a little early. The breakfast bar was excellent and worth the extra cost. Will definitely stay here the next time we are in the Franklin area.
Stayed 1 night in Mar 2024
Response from Hiren on Mar 3, 2024
We are delighted to hear that you had a positive experience during your stay with us! Our friendly staff is committed to providing excellent service, and we are glad that you were able to check in early. It's wonderful to hear that you enjoyed our breakfast bar and found it to be worth the extra cost. We look forward to welcoming you back the next time you are in the Franklin area. Thank you for choosing to stay with us!

10/10 Excellent

Michael

Stayed 1 night in Mar 2024
Response from Hiren on Mar 27, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at or gm@franklincshotel.com.Sincerely,Hiren Dayaramani gm@franklincshotel.com

10/10 Excellent

Melissa

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay!
Stayed 1 night in Feb 2024
Response from Hiren on Mar 3, 2024
We are delighted to hear that your stay was excellent! Thank you for choosing our property, and we hope to have the pleasure of hosting you again in the future. If you have any additional feedback or comments, please do not hesitate to let us know.

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great!
Stayed 2 nights in Feb 2024
Response from Hiren on Mar 3, 2024
We are thrilled to hear that you had a great stay with us! Thank you for choosing our property, and we look forward to welcoming you back in the future. If you have any further feedback or comments, please feel free to share them with us.

6/10 Okay

William

Traveled with family
Liked: Cleanliness, staff & service
Comfortable room and bed. Ran out of hot water in the morning however. Staff was very friendly.
Stayed 1 night in Feb 2024
Response from Hiren on Feb 23, 2024
Thank you for your feedback. We are glad to hear that you found the room and bed comfortable. We apologize for the inconvenience of running out of hot water in the morning. We are pleased that you found our staff to be friendly. We appreciate your comments and hope to have the opportunity to improve your experience in the future

10/10 Excellent

Sam

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Hiren on Feb 23, 2024
Thank you for your positive feedback on your recent stay at our hotel. We are delighted to hear that you found the room and bed comfortable. We apologize for any inconvenience caused by running out of hot water in the morning and appreciate your understanding. Our staff takes pride in providing friendly and exceptional service, and we are thrilled that you had a positive experience. Your feedback is valuable to us, and we look forward to welcoming you back for another wonderful stay. Thank you for choosing our hotel.

8/10 Good

William

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel and staff were great but I was surprised that the rooms didn't have any USB plugs anywhere. Also be carful with the water temperature you can get a serious burn from the hot water if you don't adjust carefully.
Stayed 1 night in Feb 2024
Response from Hiren on Feb 23, 2024
Thank you for your feedback. We will address the lack of USB plugs in the rooms and review our water temperature settings for safety. We appreciate your comments and hope to welcome you back in the future.

10/10 Excellent

Katy

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our first room was not clean but they promptly moved us to a new room which was clean and nice
Stayed 1 night in Feb 2024
Response from Hiren on Feb 13, 2024
Thank you for bringing this to our attention. I'm glad to hear that our staff promptly addressed the issue and provided you with a clean and comfortable room. We appreciate your understanding and hope to welcome you back for a more positive experience in the future.

4/10 Poor

Rachel

Traveled with group, Traveled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Worst hotel experience I've ever had. The lady who checked us in had no idea what to do, and then we were not given breakfast vouchers and the staff called us out publicly when we weren't aware/told to pay for breakfast, and we were embarrassed in front of everyone. So we went to get vouchers, only to be asked to pay more for an already awful hotel. It was so embarrassing for the staff to blame their incompetence on us. There was nothing that said the breakfast wasn't complimentary, and the lady who checked us in mentioned nothing about it. We had to find out by being called out in a very public way by the staff, it was mortifying. The bathrooms were also not necessarily great. The building was also hard to find, we drove past multiple times before we finally saw it hidden away. I was torn between this hotel and another when I was trying to find a place to stay for the weekend, and I greatly regret not just going with the other option. Won't be making that mistake again!
Stayed 2 nights in Feb 2024
Response from Hiren on Feb 13, 2024
I apologize for the negative experience you had during your stay. It's clear that we fell short in several areas, and I deeply regret the inconvenience and embarrassment you encountered. I will address these issues with our staff to ensure that such situations do not occur in the future. Thank you for bringing these concerns to my attention.

10/10 Excellent

joe

Stayed 1 night in Feb 2024
Response from Hiren on Mar 27, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at or gm@franklincshotel.com.Sincerely,Hiren Dayaramani gm@franklincshotel.com

10/10 Excellent

Kenneth

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Hiren on Feb 2, 2024
Thank you for your feedback and for taking the time to write about your experience. We are delighted to read that you enjoyed your stay with us. We look forward to your next stay. Thank youHiren Dayaramani Manager.

6/10 Okay

Ahmad

Stayed 1 night in Jan 2024
Response from Hiren on Feb 11, 2024
Dear Ahmad,We appreciate you taking the time to provide us with your feedback. Your comments are valuable to us, and we will use them to enhance our services. We look forward to the opportunity to host you again for an improved experience.Warm regards, Holiday Inn Franklin Cool Springs

10/10 Excellent

John

Stayed 1 night in Jan 2024
Response from Hiren on Feb 7, 2024
Thank you for your feedback and for taking the time to write about your experience. We are delighted to read that you enjoyed your stay with us. We look forward to your next stay. Thank youHiren Dayaramani Manager.

10/10 Excellent

Sonya

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel is very clean, and the manager runs it very well.
Stayed 2 nights in Jan 2024
Response from Victor on Jan 9, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at 6152778700 or gm@franklincshotel.com.Sincerely,victor patel General manager6152778700gm@franklincshotel.com

8/10 Good

Randall

Liked: Cleanliness, staff & service, property conditions & facilities
My only issue was water temperature. No hot water in the sink tap when I arrived. Shower temperature the next morning varied from too cool to too hot for no apparent reason.
Stayed 1 night in Dec 2023
Response from Victor on Jan 9, 2024
Thank you for choosing Holiday Inn and for taking the time to provide feedback about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.I would like to start by apologizing to you for the inconveniences you faced during your stay. We strive to make each stay as pleasant and comfortable as possible, and we appreciate that you brought your experience to our attention. We take feedback seriously and will coach our team to make the necessary changes so we can provide a better experience in the future.I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception.Again, thank you for sharing your comments, and if I can be of assistance to you, please contact me directly at 6152778700 or gm@franklincshotel.com.Sincerely,victor patel General manager6152778700gm@franklincshotel.com

8/10 Good

Brady

Liked: Cleanliness, staff & service
Stayed 1 night in Dec 2023
Response from Victor on Jan 9, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at 6152778700 or gm@franklincshotel.com.Sincerely,victor patel General manager6152778700gm@franklincshotel.com

10/10 Excellent

Cheryl

Stayed 1 night in Dec 2023
Response from Victor on Jan 9, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at 6152778700 or gm@franklincshotel.com.Sincerely,victor patel General manager6152778700gm@franklincshotel.com

10/10 Excellent

Diane M

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Victor on Jan 9, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at 6152778700 or gm@franklincshotel.com.Sincerely,victor patel General manager6152778700gm@franklincshotel.com

10/10 Excellent

Debra

Liked: Staff & service, room comfort
Disliked: Cleanliness
Stayed 1 night in Nov 2023
Response from Victor on Jan 9, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at 6152778700 or gm@franklincshotel.com.Sincerely,victor patel General manager6152778700gm@franklincshotel.com

10/10 Excellent

Evelia

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean
Stayed 2 nights in Sep 2023
Response from Victor on Jan 9, 2024
Thank you for taking the time to tell us about your experience at Holiday Inn FRANKLIN - COOL SPRINGS.Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.Again, thank you for choosing Holiday Inn, and if I can be of assistance to you, please contact me directly at 6152778700 or gm@franklincshotel.com.Sincerely,victor patel General manager6152778700gm@franklincshotel.com

10/10 Excellent

Erika

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Would stay again without a doubt.
Check in was smooth. Keely was great. Breakfast was fine. Plenty of options.
Stayed 1 night in Nov 2023
Response from Victor on Dec 1, 2023
Thank you for your candid response !

6/10 Okay

Verified traveler

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Could use an update.
Hotel is not up to the normal level I expect with a Holiday Inn. Needs updating. But, price was good for the area.
Stayed 1 night in Nov 2023
Response from Victor on Dec 1, 2023
Thank you for your response , We deeply apologize that you did not find our hotel up to par .

8/10 Good

John

Liked: Staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Victor on Dec 1, 2023
Thank you for your response .

8/10 Good

Rhonda

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Cooking Smells and Lack of Attention to Detail
Our room was right over the kitchen and the cooking smells permeated our room each morning. Not pleasant. Overall good stay but lack of attention to detail in room and hallways.
Stayed 4 nights in Oct 2023
Response from Victor on Dec 1, 2023
Thank you for your detailed response and brining it our attention , We will take corrective measure to fix all of those problems , Again thank you very much .

8/10 Good

Mike

Liked: Cleanliness, staff & service, property conditions & facilities
Overall good
Stayed 1 night in Oct 2023
Response from Keela F on Dec 3, 2023
Thanks for the review and rating us. We hope to see you in the future.

6/10 Okay

Verified traveler

Traveled with family
Liked: Room comfort
Disliked: Staff & service
Stayed 1 night in Oct 2023
Response from Keela F on Dec 3, 2023
Thank you for your review. We appreciate your time for it and hope to see you in the future

6/10 Okay

Heather

Traveled with family
Liked: Staff & service
The property was dated
Stayed 1 night in Oct 2023
Response from Keela F on Dec 3, 2023
Thank you for your review and we are working on some updates soon, hope to see you in the future.

10/10 Excellent

Helen

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Quick trip
Check in guy was great. Con: Breakfast coffee was awful
Stayed 1 night in Oct 2023
Response from Victor on Dec 1, 2023
Thank you for the response we do appreciate your kind comments about our front desk agent and apologize that you did not liked our coffee .

10/10 Excellent

Brad

Stayed 1 night in Oct 2023
Response from Victor on Dec 1, 2023
Thank you for the response

4/10 Poor

Verified traveler

Traveled with family
Disliked: Property conditions & facilities
Inconveniences Galore
The pictures do not match what the property currently looks like. Looks more worn down now. Staff wasn’t friendly at check in. She was quiet and was annoyed when asked to repeat what she said. There was no trash in our room but the surfaces had not been wiped down before we came in. Tons of stains on the carpet. However the bed was clean and comfortable. On our first morning the shower had very low pressure and the temperature fluctuated between lukewarm and scalding hot. The next morning the shower didn’t work at all. I told the lady at the front desk (a different one from before). I just told her the problem and she apologized, gave us a refund without asking, and put us in a new room. She told us they had a plummer coming the next day, but I’ve seen other reviews about similar shower issues. Our new room still had stains on the floor, it also had a damp smell and the fan on the refrigerator made noise all night. It wasn’t a terrible experience, but a lot of inconveniences. I expected more from a Holiday Inn
Stayed 3 nights in Oct 2023
Response from Keela F on Dec 3, 2023
Thank you for your review. We are working diligently to provide a better atmosphere for guest like you. Sorry this stay was up to your expectation but we hope you give us another chance to exceed it.

2/10 Terrible

Erica

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Keela F on Dec 3, 2023
Thank you for your review and sorry it wasn't up to your expectations but we are working diligent in to improve.

4/10 Poor

Duane

Traveled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
The elevator was not working. Not good! No free breakfast.
Stayed 1 night in Oct 2023
Response from Victor on Dec 1, 2023
Thank you for your response , we truly apologize for elevator not working rest assure it was taken care of very next day , Since we are and full service hotel our breakfast is not free as per our brand standard .

10/10 Excellent

PULKIT

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Victor on Dec 1, 2023
Thank you for the review !

8/10 Good

Erin

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Night manager is awesome
Stayed 1 night in Oct 2023
Response from Victor on Dec 1, 2023
Thank you for a candid response , we really appreciate it , reviews like yours motivates us to provide even more exceptional service.

8/10 Good

Christie Olejnik

Stayed 1 night in Oct 2023
Response from Victor on Dec 1, 2023
Thank you for the response .

10/10 Excellent

John

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2023
Response from Victor on Dec 1, 2023
Thank you for the response .

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Better than expected
Customer service was great! Very sweet! Room was great and clean! Everything was stocked! Better than expected. Definitely recommend.
Stayed 1 night in Sep 2023

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, room comfort
Fabulous Hotel
Super clean and welcoming room. Breakfast was amazing! Lots of yummy options to choose from. Actual dishes and silverware, NO paper plates and plastic cutlery.
Stayed 1 night in Sep 2023

8/10 Good

Stacy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel and room were very clean. The bed was so comfortable! We did however have two issues. First when we checked in, there was no attendant for about 10 minutes. I had to call the front desk from my cell 3 times before someone finally came to the front. If she had apologized I wouldn’t have even mentioned it, however she acted as if I was an inconvenience. Second the TV would not work. I was told maintenance would have to fix it but couldn’t come until the day we left. Honestly not that big of a deal for us but when you spend almost $600 for 2 days it would have been nice to have. Overall I would still stay again.
Stayed 2 nights in Sep 2023

10/10 Excellent

Robert

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We were traveling with my 90 year old elderly parents. They had an accessible King room, which was amazing. Breakfast was fabulous. They haven’t traveled in years and your hotel made it a memorable experience. Thank you!
Stayed 1 night in Sep 2023

10/10 Excellent

Madelline

Traveled with partner
Liked: Amenities, property conditions & facilities
Clean and comfortable. Friendly staff. Very enjoyable and affordable.
Stayed 1 night in Sep 2023

10/10 Excellent

Misty

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023

6/10 Okay

Kristine

Stayed 1 night in Sep 2023
Response from Victor on Dec 1, 2023
Thank you for the response

6/10 Okay

Bethany

Traveled with group, Traveled with partner
Disliked: Amenities
Bathroom left a lot to be desired. Bottom of door falling apart, bathtub shape was weird (curved) and felt like you were gonna slip at any moment. Odd stain on carpet when you walked in our room that looked like blood.
Stayed 2 nights in Sep 2023