Embassy Suites by Hilton Franklin Cool Spring

Breakfast was amazing and the commentary drinks.

I’m sure on a regular basis this hotel would be amazing. However, it’s under construction throughout the weekend Sheetrock put up to clock the area under construction which is the entire middle court. They actually have ear plugs when you check in and mask for the dust. Upon checking in I had a room that was already paid for the lady ask to put a 49$ hold on my card of course no problem and then she mistakenly charges my card $738.00 she proceeds to release the funds which would take 48hrs to credit back to my bank which left us not being able to enjoy ourselves. Not knowing if it would transfer and secondly this tapped into our spending money so needless to say this put a huge damper on our stay. And after a long day we just wanted to chill and watch tv … only to find the tv was broken. Other than your room and breakfast area you will not be able to access anything else. Very sad!

Gold/Diamond member the last 10 years, checked in us using the app, love how that works. First trip to the 8th floor room, electronic key didn’t work, back down to front desk. Got the second key, back up to the room, second key didn’t work, back down to front desk. Two more new keys made plus they send the janitor up in case there is another problem. Sure enough, third set of keys didn’t work but at least the janitor gets us in the room. We were tired, 500 miles of driving in the rain. Janitor tells us he will return with 4th set of keys and will reprogram the door lock. That was the last we saw of him. It was now about 10pm so we were ready for sleep, we went to bed. Got up the next morning, the keys still didn’t work. So, for the first time in 35 years a hotel checked us in, took our money but were unable to provide access to the room we paid for, how is this possible? Well, that’s how it happened. Lots of back and forth with front desk via text, no shortage of bad attitudes and lack of accountability. I asked them to move us to another room, that request was denied for reasons unknown. Oh, and the hotel was completely torn up with a major construction project, horrible mess, concrete dust everywhere. We will avoid this place forever, worst Hilton customer experience in my life. If I could give it 5 negative stars, I would.

I love the location. The breakfast was good. The staffs were great. My bathroom waster was cold and the staff on duty resolved my issue.

I didn't know they were under construction but I adjusted to the noise

Everything

Nothing

Decent location and looks nice from the outside

Outdated and the smell is extremely unapealing. It smells musty and almost smells like a litter box. This wasn’t just one room as we were with another couple and they had to switch rooms due to the smell and the second wasn’t much better. For my family, they initially gave us a room that was OOS and we had to get moved and they both had this smell. The pool was also very cloudy and it looked more like a storage closet with boxes stacked against the wall.

Breakfast was excellent. Fresh ingredients, made to order. Generous portions.

N/A

The breakfast was great! Enjoyed the food, and I loved swimming in the pool.

The walls of the room were a little thin. I could hear my neighbors, but other than that it was good

Very good

Room too cold with no instructions how to change. Pillows not comfortable

I liked the breakfast, they make costume eggs.

Building is undergoing major construction, but the hotel instead of closing for a few weeks for this major construction, is still renting rooms. The problem is that the place is full of dust, the halls are dirty and the building was very very cold.