Hilton Garden Inn Nashville/Franklin-Cool Springs

We stayed at the Hilton Gardens Inn Coolsprings , Franklin TN for one night 5/8/26. We booked it through the HH portal priorly. On the day of our stay the app would not show our reservation( even though at the time of reservation we were assigned our room, #211). When we arrived to the hotel the attendant could not find us. Upon giving an ID they were able to locate us and gave us physical key cards since the app wasn’t showing us. We left our luggage in our room and left. The app showed our booking but when trying to look into the booking, it would show an error message. That night when we came back the wifi would not work. The queen bed was the worst we ever had. Uncomfortable and sunk in the middle;old mattress? I went to the reception the next morning to see about the wi-fi. The reception asked for my ID, they didn’t show me as checked in and our room showed as unoccupied. So, they could have given our room to someone else with us in it. They checked us in again (finally the wifi worked) and replaced my key card. Well, the key card didn’t work (luckily we did not turn in one of the prior key cards which still worked). The app now didn’t show our stay. We checked out and informed the receptionist again of all the troubles we had. We didn’t get even the tiniest apology. Presumably we won’t get credit for our stay either.

Nice location. Good food

Room was over ran with ants! They even got into the bed

This was my third time at this location. It is clean and a fee of the staff Like Russell and Starr at the front desk are outstanding host. However they don't have much activity at the restaurant/bar area, and the servers are not accommodating when it comes to request. Overall the location is very convenient and I would probably stay there again but would be helpful if Maintenance can check bathrooms for loose shelves, etc.

Bfast was good. They made specialty omelette. Very good...nice location tucked in a corner st cool springs

I've always liked staying here because of the staff. They always made you feel welcome and like family, however this trip was different. 1, they now charge $10 per day for parking, which on a corporate account has never been before. 2, I came to to bar at 9 :55 to be told I could not get a glass of wine even though they close at 10. I was told it was because she already closed her register ( I can tell you the previous staff 6 months ago did not do that). 3, even though I'm diamond, I was not given any waters or snacks as usual. Lastly, I will say housekeeping is amazing, rooms are clean, so kudos to that team. I've been coming here for years but seriously considering a change after this stay.

All of our friends were able to check in early. Our room wasn’t ready so we had to wait. No big deal-but the staff member at check in said she would waive our parking fee since we had to wait. Very kind-but it wasn’t waived and we were still charged.

Clean updated