Home2 Suites by Hilton Boston Franklin
🏨 Hotels & Travel · Franklin
total experiences
replied on google
Most reported issues
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Experiences
hotel staff failed to return lost personal items after multiple calls
Front desk staff harassed and followed a guest for taking photos.
Business reply on Google
Ms. Miller-le, My name is MacKenzie and I am the manager for this location. Thank you for taking the time to provide feedback concerning your stay with us. First of all, I want to apologize for what occurred. Secondly, while I do apologize that it escalated to this level - as we are a private property, it is certainly reasonable to inquire about why someone is taking photos of various places in the hotel. This is not to say your actions were felt to be of an ill-intent. We would just task why one is doing so as people can and have done so with negative intentions behind it. But that does not support the negative experience you had - as the matter should have been settled then and there, after being asked. You do say that this occurred some time ago and I wish you had come to management to inform of us of what happened, so we could rectify it. If you could kindly contact me at: msherlock@jamsan.us so we can discuss this and can make this experience right for you. Thank you
The hotel breakfast quality is poor and unappetizing.
Business reply on Google
Hello Bill, thank you for sharing your feedback. We're glad to hear you found the room, staff, and location to your liking. We understand your concerns about the breakfast offerings and appreciate your input. Please feel free to reach out to https://help.hilton.com/s/contactsupport and (508) 203-1726 to discuss your experience further. We value your feedback and are always looking to improve. We hope to welcome you back to Home2 Suites in the future.
Manager displayed unprofessional behavior and engaged in discriminatory conduct toward a…
Business reply on Google
Hello Mr Scott Thank you for taking a moment to express your experiences on your time at the Home2 Franklin. I attempted to look up your reservation details to connect with you directly but I am unable to find your reservation in our system. I would like the opportunity to connect with you and discuss this further. If you could please connect with me at: msherlock@jamsan.us so I can best address the concerns you’ve raised as hospitality is what we always strive to provide to our guests. Warn Regards, Mackenzie
The room amenities and breakfast quality did not meet expectations.
Business reply on Google
Thank you for your feedback concerning your most recent stay. The Home2 kitchen at the property is Home2 complaint and I apologize you felt it be lacking. The dishwasher is in the guest room as we have full cutlery; dinnerware; pots/pans; cutting boards and toasters in the drawers of the kitchen area. Additionally, we have cooktop kits that the Front Desk can/will allot for our guests to enjoy a hot meal in the guest room. These supplies are also integral as guests sometimes choose to grille vegetables and meats on the gas grills we have on property next to the pool area. I apologize that the property was not to a standard or aesthetic you were expecting as the concerns you've voiced are atypical of our guests' experience. Thank you for your feedback and we wish you an excellent end to your summer. Regards, MacKenzie
room floor had hair and air conditioning unit malfunctioned
Business reply on Google
Keith, Thank you for expressing your concerns regarding your recent stay with us. I have shared your feedback with the Housekeeping and maintenance team so we can properly address these matters in the future. I hope barring that, that you enjoyed your time with us and you'll give us another change to serve you in the future. Warm Regards, MacKenzie Sherlock, Area Manager
Hotel refused to honor a confirmed booking upon arrival.
Business reply on Google
Hello Ali, Thank you for sharing your experiences regarding your visit to Franklin. I would like to discuss your experiences further. If you’d be so kind as to connect with me via email at: Mackenzie.sherlock@hilton.com to further address these matters with you. Best, Mackenzie
hotel room lacked water supply and staff provided poor customer service
Business reply on Google
Hello Lovell, we're sorry to hear about the communication issues you faced during your stay at Home2 Suites. We are currently looking into the situation you described, and we apologize for any inconvenience you encountered. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (508) 203-1726 so we can follow up with you. We appreciate your positive note about our location and the room, and hope to provide you with a better experience in the future.
Front desk refused to honor a confirmed reservation rate
Business reply on Google
Hi Charles, we are sorry to hear about your recent experience. We take your feedback seriously and are looking into the issues you've raised regarding your reservation and the service provided by our team. We encourage you to contact our support team at https://help.hilton.com/s/contactsupport or (508) 203-1726 to further discuss your stay. Rest assured, we are looking into the issues you raised to ensure a better experience for our guests. We appreciate your valuable feedback and hope to have the opportunity to welcome you back for a more enjoyable stay.
hotel attempted to overcharge for room and staff provided no assistance
The hotel failed to provide scheduled housekeeping services for the room.
Business reply on Google
Mr Lamba, Thank you for taking the time to express your concerns regarding your stay with us in early September. It is correct that with a three day stay, you would only come up for service one time - which the hotel readily admits we missed. As a result of this, the hotel did indeed refund your room charge for this particular night. Your third party booker was made aware of this and was to credit you the amount you paid to them for that Sunday. I hope this clears up any confusion and we thank you for your patronage to the hotel. I do hope that your return visit at end of September went much more swimmingly for you. Mackenzie, Area manager
Housekeeping failed to clean the room during a three night stay.
Business reply on Google
Hi Engey, we're truly sorry to hear about your recent experience at Home2 Suites. It’s disappointing to learn that our housekeeping and reception services did not meet your expectations. We strive to provide excellent service, and it seems we fell short during your stay. Please reach out to https://help.hilton.com/s/contactsupport and (508) 203-1726 so we can follow up with you. Your feedback is valuable, and we hope to have the opportunity to better serve you in the future.
poor sound insulation causes excessive noise in guest rooms
Business reply on Google
Hi Michael, we're sorry to hear that the noise put a damper on your stay. We'll let the management know about your experience in order to find a holistic solution to this problem. If you'd like to discuss further, you may contact us at https://help.hilton.com/s/contactsupport or (508) 203-1726. We hope to welcome you back for a more relaxing stay.