Holiday Inn Express Brentwood South - Franklin, an IHG Hotel

PDK _{on Google}

Mar 28th, 2024

We find HIE hotels consistent. We stayed here 3 nights at the same time as a Chicago high school band trip with 2 busloads of kids! They were well-behaved and the hotel was still quiet!
I can say enough about the kitchen staff (Baronica?) & the morning front desk manager who kept the breakfast items replenished and hot and who immediately cleaned the area (that was jammed!) spotless.
I mentioned a couple of needs in our room (burn-out light, slow bathroom drain) to the front desk manager upon leaving and he wrote them down to be taken care of. Very impressed!
Food & drinks: Breakfast was plentiful.

terisa squires _{on Google}

Mar 21st, 2024

Got to room. Tv didnt work and front desk was rude when we called about it. Room is small and ive stayed at sleep inns that were nicer. Pick another place.

Alyssa Lapine _{on Google}

Mar 18th, 2024

Stayed here a few times, some of the staff is okay but the one guy Jeremiah is horrible and rude. I asked for an extra towel and he scolded me that they cant give them out. The manager defended him when I asked for a call back. The rooms are dirty and the hotel is extremely outdated.

Rayeana Stacey _{on Google}

Mar 10th, 2024

Couldn't get the thermostat to work correctly, the bed felt like we were sleeping on a sheet of plywood.

Markes Holmes _{on Google}

Mar 13th, 2024

Disappointing Service at Holiday Inn Express Brentwood
Date of Issue: March 18
My experience with the front desk service at the Holiday Inn Express in Brentwood was deeply disappointing, prompting me to write this review. As a long-time patron of Holiday Inn, I've always been satisfied with my stays, making this incident particularly disheartening.
I initially called the hotel to inquire about reserving the conference room, a straightforward request I believed could be easily accommodated. Unfortunately, the call took an unexpected turn when the front desk attendant informed me she needed to transfer me to sales, only to then abruptly hang up. Assuming a connection issue, I called back, yet found myself disconnected another six times without explanation.
Determined to address this issue directly, I visited the hotel in person, only to be met with a response that was both unhelpful and dismissive. The attendant claimed that the sales department was closed, a fact that could have been communicated respectfully over the phone. Instead, her manner was rude and unprofessional, lacking the basic courtesy of suggesting a voicemail option for my inquiry.
Her attitude suggested a desire to position herself as a victim in the situation, an approach I found unacceptable. In the interest of maintaining my own professionalism, I chose to leave rather than escalate the confrontation.
This experience was not only frustrating but also eye-opening. The hospitality industry thrives on courteous and efficient service, qualities starkly absent in this encounter. My role as a travel director has me frequently arranging accommodations for business purposes, a responsibility I take seriously. The lack of basic communication skills and professionalism displayed has led me to decide against using this particular hotel for future business.
It's regrettable that such an incident has soured my view of a brand I've loyally supported. A simple acknowledgment of the sales department being closed, followed by a prompt to leave a message, could have prevented this entire situation. Instead, the chosen approach was one of disregard and disrespect.
To the management of Holiday Inn Express in Brentwood, I hope this review serves as constructive feedback. Investing in staff training on customer service and communication could significantly improve guest experiences and prevent such unfortunate incidents in the future.