My fiancé and I recently visited the Fairfield Inn & Suites in Franklin, Tennessee, and…read moreunfortunately, our experience with the customer service was absolutely horrible. During our visit, we witnessed an extremely disturbing interaction between a front desk employee and another guest. The front desk employee, Debbie, became confrontational with the guest, pointed her finger directly in the guest's face, touched the guest's face, and called her a "bitch." The guest was visibly upset and crying during the interaction. The situation became so serious that the guest ultimately had to call the police. Regardless of what may have led to the disagreement, there is absolutely no excuse for an employee to put her hands on a guest or verbally insult and disrespect them. Watching an employee become that confrontational toward a guest was shocking and extremely uncomfortable to witness. Debbie was also extremely rude and unpleasant toward me personally. Her attitude and overall demeanor made us feel completely unwelcome. Instead of receiving the professional and courteous customer service you would expect from a hotel, we were met with an attitude that was dismissive, disrespectful, and confrontational. The situation became so uncomfortable that my fiancé and I ultimately decided to cancel our reservation and find another hotel nearby. This significantly inconvenienced both of us because we had to spend additional time searching for another place to stay when we should have simply been able to check into our hotel and enjoy our trip. What we witnessed was extremely concerning. Front desk employees are the first point of contact for guests and represent the hotel and its brand. Seeing a guest crying while an employee was pointing in her face, touching her face, and calling her a derogatory name was completely unacceptable. Having the police called because of the interaction made the situation even more alarming. I would not recommend this Fairfield Inn & Suites to anyone based on our experience. Management seriously needs to address how guests are being treated and ensure that front desk employees understand appropriate professional boundaries, customer service, and how to properly de-escalate difficult situations. We ultimately chose to take our business elsewhere, despite the inconvenience it caused us. After this experience, I have no desire to return to this property. Guests should never have to feel intimidated, disrespected, or unsafe when interacting with hotel staff.

I stayed at this hotel for three weeks for work, and this was one of the most unsettling stays I…read morehave had at any Marriott property. I am not someone who complains easily, but the combination of things that happened here was impossible to ignore. I received a 4am wake-up call that I never requested. Then a day later, I found a Dremel rotary tool inside my makeup bag. When I asked about maintenance, I was told none had been done in my room. Housekeeping has been great, so I truly do not know how a tool ended up inside my belongings. It made me uncomfortable in a way that I could not just brush off. The worst experience was how the hotel handled my room move. My stay was extended, but no one contacted me about the room move. No call, no email, and no note under the door. Instead, someone banged on my door while I was in the shower and told me I needed to move rooms immediately. I could have accommodated with no complaints had they communicated earlier. I was on my way to the airport to drop off a colleague and under time constraints when they told me I needed to move now. She did not know what room I was being moved to and did not have keys prepared. I finished showering and went downstairs to ask where they needed me to move to, and my old key was already deactivated. I was told to find the girl in the hallway to get back into my room. Because I was here long term, I had fully unpacked. I had to repack my entire room, load everything onto a cart, and move it all alone. Help was offered only after everything was already packed up. I later found out that several other consultants were also relocated, while a large group staying for only one night was kept together without inconvenience. Even worse, some consultants who went out of town for the weekend came back to find their belongings thrown into trash bags and moved without them being present. That should never happen in a hotel. I emailed the general manager with a detailed explanation and photos of what happened. It has now been more than a week, and I have not received a reply. I have stayed at many Marriott properties for work and never had experiences like these. I wish I could say this was a one time mistake, but the lack of communication, urgency, and basic respect toward long term guests was so obvious that I felt I needed to leave a review. I hope management takes this seriously, because the staff working the rooms deserve better leadership, and future guests deserve a safer and more professional environment.

Cute and modern hotel in a GREAT location. Restaurants and shopping are literally in walking…read moredistance. Hotel features a rooftop evening bar too. Front desk staff are very polite.

We had a great 3-night stay for a very reasonable price, with a breakfast buffet that was only $14,…read morefree parking, and the front desk was always staffed. A very comfortable king room suite, since I needed to work remotely during the day and needed a desk to take video calls, send emails, etc with reliable WiFi and no awkward background in my video calls. The neighbors were just an office building and some places I could walk to for dinner. This was perfect for I needed; I'm looking forward to coming back since they have a Nespresso machine that should be operational in the breakfast lounge!

A fairly new, nice hotel. Very clean. New construction. Rooms are spacious and modern. The staff is…read morefriendly and helpful. The complimentary buffet breakfast was very good. Prices are very competitive. They offer a grill type restaurant and bar at night in the lobby (except Sundays). I enjoyed my stay and I plan to return on my way back!

We stopped here from STL to Gatlinburg. Very clean. Nice gym. Friendly staff. We'll run this play…read moreagain next time we go down south.

We stayed 1 night on our way to Florida. It was a nice, clean hotel. Shake Shack was in the same…read moreparking lot, so that was nice. No complaints except finding the way to the hotel from the parking garage. There should be more signs. But overall great experience!

My buddy & I flew out to Tennessee to see a friend of ours we hadn't seen in years. We both stayed…read morehere and really enjoyed it! This is a very new hotel. So new, in fact, that if you try to find it on Google Earth, you'll still see the dirt lot it was built on! A very open main lobby/bar/restaurant area welcomes you as you enter. There's even a fantastic snack counter off to the left of the front desk! The bar opens at 4:00pm and Jeff The Bartender makes one of the best Whiskey Sours I ever had. The room itself is big, with a sitting area and even a walk-in closet that can almost be its own room! The bathroom is spacious and thoughtfully laid out. The bed was soft ... but not TOO soft ... which is a good thing. Excellent staff here, and a most welcome introduction to the famous Southern Hospitality I've heard so much about. Can't wait to stay here again!

What a fabulous stay! Prime location, excellent staff interactions, spotless inside the hotel room…read moreand outside, decent breakfast, and a great hotel room. The perfect space to be home, away from home!

If you're looking for a place to stay in the area - start and stop your search here. I have been…read moretraveling for work and have slept here more than my home in the last 2 months. Let me tell you, I have never been so appreciative of a staff as the one they have here. Each and every single person I have had the delight of meeting in this building has shown me nothing but the deepest level of service and kindness. Even one of the housekeepers made an effort to ask how I wanted my room clean, even though there was a language barrier. I have been so impressed with each stay and even more by the people that put it all together. Come here! You'll be accommodated fully and it'll be more than just another hotel stay. 5 stars

I stopped here for the night on the way to Florida, so I didn't get long to check it out, but I was…read moreimpressed with what I saw. It's probably a bit too south to be a good option for events in central Nashville, but it is convenient to the interstate. Comfortable beds, good hot breakfast, and well kept. Would recommend as a stopping point for a trip or a longer stay in the area.

As a travel agent, I would not recommend this hotel. I checked in on Monday evening, went to my…read moreroom and saw uber eats trash in the hallway. By Thursday, I asked the front desk clerk if housekeeping cleans or does someone else pick-up trash. They finally picked-up the trash by the time I returned that evening. I had to ask daily for someone to come clean my bathroom. It could be a little cleaner and the front desk employees could have better people skills. Their personalities are not warm nor friendly. The apple juice was watered down and wasn't the best. During my check out today, I informed the front desk employee, (Brie) and she seem to not care because she did not acknowledge my concerns. She informed me to get my receipt from the travel site I booked through and to enjoy my day. I'm really disappointed with my experience. The hotel looks nice, but the experience was not the best.

Beautiful facility, welcoming lobby. Very clean. The bed…read moreand bed linens very comfortable. I would highly recommend.

Absolutely atrocious stay. The fact that this place allows baseball teams the ability to stay and…read moreplay at their location but then puts out the most absurd rules was insane. Our family for the last 10 years has stayed at hotels nearly 26 weekends out of the year and never have I ever experience such ridiculous rules. They wouldn't let us hang door hangers on the kids doors, they wouldn't let the kids play at all, indoor or even outdoor which was absolutely ridiculous, so then we try and send the kids to their rooms to just sit and play their video games quietly but then we were told they are not even aloud to be in their own rooms we paid for by themselves because they are not allowed to be in their own rooms without an adult. These are 11- & 12-year-old kids that at home stay home all day by themselves without parents but yet they couldn't stay in their own rooms without an adult that we paid way too much money for quite frankly. It was absolutely ridiculous. Then on top of that, as I mentioned we travel around the country half the year for sports and stay with our teams and have never had anything ridiculous like this. We always order food and sit in the lobby area and eat and drink our food and just socialize with our team, but we were also told that we couldn't bring any outside food or drinks into the cafeteria/lounge area. They literally gave us a postcard with all of these obnoxiously ridiculous rules upon our check-in. So because of these ridiculous rules, we were forced to leave the hotel and go and spend more money to take our kids to a local venue to hangout and eat food which then just cost our team even more money than we already had to spend on this ridiculous $200+ a night hotel just to get treated like complete crap. It was so ridiculous. The 2nd day we were there the 2 young girls working the desk had nothing better to do than to continue to keep leaving the front desk unattended so that they could go out of their way to walk the hallways and stalk every step of what our kids were doing so they could keep coming and giving us "WARNINGS" that were going to be kicked out if we didn't follow their ridiculous rules. They literally even put on the post card that they provided each of us when we checked in that they will only give us "ONE WARNING" before we are asked to leave. Complete insanity that they have an agreement with GMB Baseball Organization to be a "STAY & PLAY" hotel but treat the people bringing them so much business like this. I would NEVER, EVER, EVER stay at this hotel again nor would I ever recommend anyone else to stay here and I want a full refund back for my entire stay otherwise I will have no choice but to file a BBB complaint, and file a chargeback with my bank.