Hilton Garden Inn Nashville/Franklin Cool Springs

Reviews

• JU

  Joshua Uptain

  Nov 10, 2025
  1.0
  I have stayed in over 50 hotels since my son started playing travel hockey and this one is the worst we have ever stayed in. The hotel is nice and in a good area, but the staff is just horrible. I have never seen staff so miserable that they have guest. I overheard an employee trash talk kids and the families. The kicker to all of this is that this is the least amount of time I have seen kids in the hotel. I watched the bartender (Dawn) leave her area, go outside and confront a guest that called her rude she then proceeded to hand out free shots to a family and take shots. If you don't want hockey families staying at your hotel then do not partner with a hockey tournament. The manager has to know after looking at all of these reviews, I am sure I will get a very ChatGPT response. The staff does not want you there.
• MJ

  Michael Jeffries

  Nov 9, 2025
  1.0
  We stayed at the Hilton Garden Inn Franklin/Cool Springs for a hockey tournament. The first night the attendant denied us a cot, as we had a child that was not ours staying with us, causing one of us to sleep on the floor. The second night, th attendant was much nicer and provided us a cot. The server at the bar/restaurant “Dawn” was very hostile towards us on two separate nights for having food in the lobby. Dawn then confronted me outside on the patio and was very aggressive. A short time later, Dawn was seen consuming alcoholic beverages (shots) with another hockey group, and then provided them with free whisky shots, drinking one with them. I would not recommend this hotel for anyone, especially a youth sports event.
• SM

  Steve Miller

  Nov 1, 2025
  1.0
  Hilton Garden Inn Worst service I’ve had in a hotel in over 20 years. I’d rate the service -5 stars if that was possible. Our experience on our first night started with very slow service from the restaurant and bar. We chalked this up to them looking busier than usual. Unfortunately, this was the best night of the trip at this hotel. Friday night, there was a few in our group using the lobby late in the evening. It was not loud or anything out of the ordinary for a gathering of adults in a group setting. This resulted in the hotel staff’s first unwarranted call to the police. For Saturday, we had reserved a conference room for our team of 11 year olds for games and team activities. The staff decided we were too loud while playing team “minute to win it” style games, even though there are no nearby guest rooms, or many other guests in the hotel at 2:30pm on a Saturday afternoon. The staff elected to call the police on a group of 11 year olds with in a conference room with little warning. Completely unnecessary. Despite our efforts to remain respectful and cooperative, we were treated as a nuisance rather than valued guests. The lack of professionalism and empathy displayed this hotel’s staff was completely unacceptable. To top it off, this hotel slow rolled the receipts to our group over the next 24 hours. They over charged most of our group for our last night, even though we were unnecessarily asked to leave. This forced many to call Hilton directly to ask for a refund. This hotel can’t handle groups of sports teams. If your tournament puts your team here, ask to move immediately. You’re in for a miserable experience. This hotel doesn’t want your business. We found a Drury Inn and Suites down the street who graciously accommodated us for our last night without issue. Consider this hotel instead.
• KB

  Kathleen Mitchell Boynton

  Oct 25, 2025
  1.0
  We stayed here for a Grinder tournament. The team made arrangements with the hotel to reserve a conference room for the weekend to give us a space to gather to not disturb other guests. At 10pm on Friday they kicked us out of the reserved room and put us in the lobby. Our group asked about a tv remote and turning on the fire place. Next thing we know 4 police officers walked in and asked us to either go to our rooms or get kicked out of the hotel. No one from the staff talked to us about noise or anything else. We were informed that they brought 15 police officers because we were a larger group and the staff said we were being aggressive. None of this happened. It was a true waste of police resources and disrespectful to us. Very rude staff and also trying to refuse to wait on our group at the restaurant. A kids hockey team & families. Ridiculous!!!!
• DC

  Diana Chaaban

  Oct 25, 2025
  1.0
  Hotel staff is TERRIBLE. They called the police on us for SITTING IN THE LOBBY after 10PM. Not once did they ask us to be quiet (WE WERE NOT LOUD) in fact, the hotel staff was trying to help us find the remote for the TV AND TRYING TO TURN ON THE FIREPLACE. Stay anywhere else NOT HERE. Debrorah and Hope are the front desk staff. Absolutely terrible people. To respond to the generic review from “the owner” The staff was never left “unsafe”. We were just a group of adults sitting at a table and talking. If you correctly read my review, you would know that we were NOT being loud and Deborah- the front desk staff- was offering us the remote to the TV and asking if we would like the fire place on. There is no justification for what happened. The staff clearly had an issue with a hockey team being at the hotel. Keep in mind you guys are listed as a stay to play location for hockey teams. If you do not want hockey families there DO NOT AGREE TO HOST THEM. We have been to MANY Hilton hotels for hockey and this has never happened. Your response as “the owner” is garbage.

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