Hilton Garden Inn Nashville/Franklin-Cool Springs

Upon check-in I was asked for a credit card for "incidentals". Room was already prepaid for so credit card was not needed for anything else. Upon returning home from my trip I see a charge of $21.96 from Hilton. It was for parking which I was never made aware of when checking in. As I said, I was only asked for a credit card for "incidentals." The parking lot is not secured and no security was ever seen in the lot. They do not advertise charging to park anywhere on site and booking agency's they allow to book rooms with all advertise free parking at this location. According to the front desk, they advertise it on their website. Why not advertise it on site unless you're trying to scam customers?

Expensive breakfast options. Parking fee is bogus.

Check-in was scheduled at 3pm. We arrived at 3:15pm and our room was not ready. We had to wait approximately 30 minutes for our room to be ready. There were dirty dishes in the hallway outside our door and the door across the hall throughout our entire stay. The lighting in the room was very poor and made it hard to see. The bed was extremely hard and uncomfortable. It almost felt as if sleeping on a plank of wood. There were dirty towels on the floor in the elevator and sitting on top of a trash can in the hallway. The staff cleared the hot breakfast at 10:25am when it was scheduled to end at 10:30am. However, Ms. Star at the front desk was very kind and helpful. She comped the hot breakfast due to our room not being ready on time.

Need to repair room fridge but breakfast was amazing every day

We had a decent check in experience and received text messages asking how our check in experience and first evening was—which was a really nice touch. We stayed 3 nights and did not receive any cleaning services. We did not have our DND on. This was really disappointing as we had been outside most days—it was hot and sticky. We would have liked to come back To a clean room with clean sheets and towels. When we told the front desk and inquired why the room wasn’t cleaned, his only response was “so you need more towels?” Additionally, the hallway and elevator to and from the pool was always wet with puddles throughout. No one cleaned it up— just put up a “wet floor” sign. It just felt like a lot of laziness happening in regard to cleanliness.

The hotel was spotless, room also. Staff was great. They had numerous recommendations on places to eat and visit. The area had many options for food. The breakfast looked amazing also. The only downside was the bar. The server was wonderful but spent most of the time apology for not having any of the wines on the bar menu. What they did have was not great.

When we arrived in the room I walked over to look out the window and the carpet was soaked from the air conditioning unit. I called down to report the issue and was told maintenance would be coming up. Hours later we decided to go check at the front desk. The guy had apparently forgotten about it and maintenance was already gone. No accommodation was made to get us out of the room and we were having to climb ober the bed to get in and out cause the floor was soaked. Next day maintenance came by and he said we'd have to move rooms. Said it would be a couple of hours. When I went to the desk to see how long we would have to wait the room was already available they jist didn't communicate that. We spent most of our trip sitting around waiting on this hotel instead of being able to go out. The pool was also closed. The only thing offered for the inconvenience was a free breakfast voucher. Very disappointed. This is my second time staying here and the last.

Nice sheets