Dear Hilton Guest Assistance Team,…read more I am writing to share feedback regarding a recent stay at the Hampton Inn in Brandon during the Christmas holiday. I booked two rooms for a four-night stay and wanted to bring to your attention a service experience that fell below the standards I have consistently received at other Hilton properties. On three of the four days of our stay, neither room was visited by housekeeping at all--despite daily requests and multiple reports of the issue to the front desk. On the final day, housekeeping did arrive, but service was incomplete: only one bed was made, used washcloths were left in the room, and soap dispensers were not refilled. Both rooms experienced the same lack of service throughout the stay. While I understand that holiday staffing can be challenging, what was most concerning was the response from the front desk. Requests for basic necessities such as towels and room servicing were repeatedly met with explanations rather than solutions, and on one occasion I felt dismissed for asking for what I consider fundamental accommodations. I would like to note that the rooms themselves were very nice, and the breakfast service staff were excellent--professional, friendly, and attentive. Unfortunately, these positives were overshadowed by the inconsistent housekeeping and lack of effective front desk support. I am sharing this feedback not out of frustration, but because this experience was inconsistent with the level of service I expect from the Hilton brand, particularly at a Hampton Inn. Clear communication regarding service limitations, or alternative solutions, would have gone a long way toward improving the stay. Thank you for taking the time to review this feedback. I appreciate your attention and hope it can be used to improve future guest experiences.

This place is brand spanking brand new. If it was a newborn, it would be 30 minutes old. You can…read morestill smell the glue in the wallpaper. I have only stayed in the Hampton in one particular city but have never stayed here. I know they have breakfast so I'll check that out in the morning.

Stayed one night. Easy check in, nice facility and comfy bed made this a good stop. Right off I65,…read moredecent breakfast and lots of restaurants and shopping in the area.

We've stayed multiple at this Comfort Inn location and we always find our room to be very clean and…read morequiet. The husband/wife management team are friendly and accommodating. There is a light breakfast that usually includes eggs, juices, cereal, waffles, etc. - highly recommend this location in White House, TN.

Firstly, I'm was grateful to find an available room at a reasonable price. I actually rented two…read morerooms for my daughters and me. Front desk staff were very nice and helpful. Now for the bad...dirty and beat up. Gross stuff is spilled? over the wall. Carpet clearly not vacuumed. Refrigerator is broken. One of our rooms was not cleaned. Beds still not made/changed. However, front desk gave us a new room immediately and apologized repeatedly. Final verdict....unless no better option, go elsewhere.

Ordinarily I have good experiences with IHG properties. Unfortunately that was not the case with my…read moremost recent stay at Holiday Inn Express in Whitehouse TN. This place is disgusting. It's dirty and uncared for and it shows. The front desk people aren't interested in customer service of any kind. If you need something don't expect to get any response. They don't care. Really. And it shows. This was really one of the worst stays my family and I have had when traveling. Upon arrival it became clear that there was remodeling or some sort of construction going on. In the past this has been noted when making the reservation. Not the case here. As soon as we entered the hotel it smelled musty and almost immediately it was evident that it was also dusty. We weren't looking for a four seasons experience but if we had had any other option that late at night we would have left immediately. We were on the third floor. The elevator didn't work. Apparently this was known by the front desk but not mentioned to us at check in. Again, we don't mind taking stairs but we would have appreciated knowing the elevator didn't work so that we could adjust how we were getting to the room. They didn't seem bothered either way. "Oh...yeah...we called someone about it..." The room smelled damp and musty. My husband has severe asthma and spent much of the next morning coughing and wheezing due to the musty damp environment of that room. We all sounded hoarse and wheezy the next day. The bathtub had rust that was built up not just a stain. Lamps were unplugged. The carpet hand not been vacuumed. Needless to say it was not a pleasant night stay. Not surprisingly the mattresses were hard and uncomfortable. I'm not just complaining to complain. If the beds had been the lone exception to this hot mess I'd have said so. They weren't. We have stayed in hotels that were under going a remodel before. There are bound to be less an ideal moments. But the rooms we stayed in were ready for guests. The hotel staff knew which rooms were ready and which were not. This hotel is not up to bare minimum standards for guests who are just looking for a place to sleep for the night. This was all made worse by the fact that the hotel manager couldn't be bothered to call my husband back. It has been a week. Unacceptable. We have a choice as to where we stay. We aren't looking to be fancy. This was a place to lay our heads for the night on a very long road trip. But the lack of concern for guests by hotel staff and management is not appropriate on any level. We canceled the stay we had booked for the return trip and drove a different route home to stay at an IHG property that is always on point and comfortable. On another note, the staff in the breakfast area the next morning was very kind. My son wanted a banana. That's it. We didn't see any bananas out so he asked the staff member servicing the area if there were any bananas and she not only brought him one, she brought two packaged muffins to him saying they were her favorite. It was very kind and much appreciated. My husband ended up calling IHG directly. As has always been our experience with them, they are very responsive and addressed our concerns immediately. This is why we use IHG properties when we travel. They are all about good customer service. They are efficient and courteous. It is very appreciated.

Unfortunately, I was unable to get a photo of our hotel room before Ben scattered our luggage all…read moreover the place but the room was clean and perfectly well sized, with many fridge and microwave for us to use. Since we were in town for a wedding we were lucky enough to be able to get in on the group wedding discount to save money and also makes us to everyone else that would either be in the wedding party or at the wedding. That always helps makes things more convenient for traveling and groups and or spending time with each other. The location was also very close to where the wedding venue was and that always helps to make sure we are there on time. LOL

Though this is not a brand new property, and according to the staff it's been a few years since the…read morelast renovation, it's in remarkable condition and obviously well maintained. The room, lobby, and breakfast room were all not only immaculate, but well appointed as well. I'd have normally stayed at another brand due to my having aligned to that brand many decades ago, but my friends had selected this property and we didn't want to have to be in separate hotels. The staff were welcoming and helpful. It's rare to stay anywhere these days where you can describe the experience as "exceptional", but in this case, it's an apt description of what I encountered.

We were traveling back to Indiana and found this hotel online. It looked nice and had good reviews,…read moreso we booked it. When we arrived, the hotel staff were very friendly. The halls & carpet were clean. The room was absolutely wonderful! Clean & modern! Attached to the hotel is the Mint casino. We will definitely stay there again!

I was hoping someone would give me a call as I have spoken at length to 2 different people who told…read moreme they would contact the asst GM/GM. It has been 4 days since my stay. So, I will not be staying there on my return home and will be leaving rating. Was yelled at by the security guard as I arrived. He said "don't leave your kids in the car" as I was asking where to check in. By the way the "kids" were with their mom in the air conditioned car. Then the rudeness of the bartender as my girlfriend tried to get a cocktail. I'll stop there. Be aware ! Room was nice.

Long story on why I went there but I won't make that mistake ever again…read more Room reeking of cigarettes, bug droppings on floor, flooring has HUGE gaps, bathroom floor grout is like black tar, tub doesn't drain after shower, more black gunk buildup in corners, gashes in walls, dirty tv remote, Pictures don't do justice but hope they give an idea of how poorly run the "establishment" is.

Shabby room and our Non Smoking room has cigarette burns in the bedspread. Wouldn't stay here againread more

The location is very clean and organized. The staff were friendly. The breakfast included was…read moresolid. One day there was bacon and a different day there was sausage links and turkey sausage patties. The kids really liked the pancake machine. The room was clean and comfortable but the unit ac/heat control was a small issue. I could not get the fan to stay on which for people that need that white noise made it a rough night to sleep. Would definitely stay again if I pass through Franklin again.

The phone call that I placed to the hotel to ask a question (before ever staying) is the reason for…read morethe one star review. I called and there was no greeting, just "Can you hold?" I said yes. I was immediately disconnected. I called back several more times, only for the phone to be picked up, no one spoke, and then I would be disconnected. When Jessica finally answered again and asked if I could hold, I again said yes, but that I kept getting disconnected and didn't know why. She responded in a completely hateful and unprofessional tone "Well, I'm busy with customers right now. Can you hold?" I hung up and have no intent on calling back or visiting.

I worked her as a young teenager with Mr.Carl and Mouse lol lol. I hate to see it closed. So many…read morememories and good food. I hope it will reopen one day, my family and I are going to definitely stay.

Wonderful hosts, a beautiful setting & a lovely overnight stay. Had the coziest dinner for our…read moreanniversary, a great nights rest & the best breakfast I've had in years. Highly recommend & we will be back soon!

I had an exceptional experience at the Gallatin and through happenstance, its sister property the…read moreRussel. I booked the King Suite for my stop over in Nashville on my way to Dallas. I planned to order in and watch tv in the cozy bed. When I arrived, the property was experiencing a Comcast outage so no internet or tv. After checking out the super cute room and taking a bubble bath, I nixed my take out plan and found some dinner nearby. When I returned and texted the concierge for an update on the service, they were extremely apologetic and reported the service would not be remedied during my stay. She offered me a partial refund and to rebook me for the night at the sister property, The Russell. I happily took the offer and enjoyed my night stay in the penthouse!! I was so blown away by this gesture, completely above and beyond what I expected. I will definitely be back and recommend to all my friends!! Both properties were thoughtfully appointed, spotless, and included a complimentary snack box!

An amazing concept and stay at the gallatin. Check in was online + a great space to hold luggage…read moreuntil the room was ready. A percent of the stay goes to proceeds for the houseless and essential supplies/meals. I highly recommend this to anyone traveling in the area.