Residence Inn by Marriott Franklin Cool Springs

Joshua Barrington

What started as a wonderful stay turned into a total nightmare. Arrived just before midnight to the nicest lady at the front desk. No issues at check-in or during most of our sleep. However around 9am, the fire alarm went off. We evacuated the building only to find that fire alarm testing was happening, without any notice or heads up. With multiple kids, including a newborn, in the room being violently awakened by this was very upsetting. I talked to the front desk and they dismissed my claims. Asking for a manager, "CB" came out and immediately became visibly and verbally combative (borderline aggressive) with me with his response to my complaint being "if you don't like it, you can leave". He said this in front of NUMEROUS other paying customers, embarrassing himself and the Marriott brand. We were forced to quickly pack up and leave due to this. In speaking with the GM, he provided us a spare room in the property beside this one to get ready in (too small for my family) but this whole experience ruined our stay and the fact that this managers response was what it was makes me never want to stay in the Marriott portfolio again. What a horrible situation and response, shame on Marriott and "CB"s immature, unprofessional and downright disrespectful response. I will say the GM and AGM responded immediately and tried to stabilize the situation and ensure we were taken care of to the best of their abilities

Kim Collins

Really nice place to stay. Staff was super friendly. Bed was very comfortable once I got in it…as being short it was on the high side. Getting into this bed was a feat. Breakfast was one of the better ones I have had at a Marriott. Had a major storm and felt safe.

Verified Hotel Guest

Positive: The room as great! Location great! Negative: The staff-- what little they had,was great. Only one person on front desk so extremely long check ins. pool was listed to open 6 am but we had to swim in dark until almost 7. breakfast great but tip jar needed for food workers.

Matt Gibson

AC doesn't work at all. Went to the desk, one lady working who is overwhelmed told me it was running from her computer but didn't check the room. Said she could have an engineer there the next day which does us no good for a one night stay. Also the hotel was fully booked so no way to get another room. The staff wasn't very friendly or welcoming. The lady who checked us in and the lady at the desk later that evening (there is no other staff at this hotel, their maintenance is off site) Got 1/4 roll of TP, that's it. Sheets also smell sort of like pet urine. I'd avoid this hotel at all costs unless you like your room to feel like a sauna