Embassy Suites by Hilton Franklin Cool Spring

We love Embassy but this hotel has gone beyond the deadline for a refresh. First room we were given smelled strongly of mildew. We shrugged it off, opened the curtains, turned the air down and left for dinner. Came back 3 hours later and the air was clearly not working sufficiently. We ended up requesting a room change. The second room was better but still had a very stale smell. Both nights I had to get up and lower air because jet just wasn’t working well. Other small but annoying issues: nonstop blinking bulb in ceiling, stained lamp shade, cracked tiles in elevators, scuffs and chips on wood doors and furniture. Just lots of wear and tear that made the hotel seem run down. Staff and location were great though and we would definitely come back after reno is complete. Just give them a few months.

No ice machines worked/ charged for parking/ sink in bathroom cracked and destroyed / will not be returning

The hotel is clean but a little dated. We stayed on the 7th floor and they are renovating the upper floors, so we woken up by banging and sawing. Also our shower had no uotwater.

I wouldn’t stay under a bridge to avoid checking into the Embassy Suites in Franklin, Tennessee — but I would seriously consider sleeping in my car first. That’s how disappointed and frustrated I am with the lack of service and total disregard for customer care. I was promised adjoining rooms when I booked. Not only did I not receive them, but no one even informed me at check-in that they weren’t available. That level of communication failure is unacceptable. What made it worse? The only “solution” offered was: “We’ll let you check out without charging you.” No effort to reach out to other Hilton properties, no real apology, and absolutely no accountability from management. I’ve yet to receive a return call after checking out, even though I called the manager of this property. To make matters worse, Hilton corporate has not responded to the formal complaint I submitted. Apparently, being a loyal Hilton Honors member for years means nothing when it actually matters. If you’re considering staying here — stay at your own risk. My experience was nothing short of repulsive.

Hospitality was amazing!

I’ve always enjoyed Embassy Suites until now. First things first, all of the front desk were AMAZING (checkin: Megan, Heaven, & checkout: another young lady early morning). The room was old outdated moldy and visibly damp. I understand they’re upgrading/ renovating however, I had not been made aware of the construction until I checked in upon my arrival. No for warning on the website. The wallpaper was peeling off the wall, stains on couch. There was so much black mold & mildew overgrown on the air vents in the room & bathroom wall vents. I could tell that those air vents no be cleaned in years as they were covered in mold & thick dust. Upon arrival I checked until my room and when the first couple of mins, I requested a different room due to all of the visible mold on the walls, air vents, & peeling wallpaper. The room had a wet mildew smell as soon as you walked. It literally knocks you in the face. The room just felt nasty & musty. The room was very much dated and not at alI what I was expecting from a Hilton property. I usually like embassy but this location’s accommodations were disappointing. My throat and eyes are still irritated from that hotel. I had to cancel my reservation and requested a refund and I moved elsewhere to a totally different hotel chain with fresh clean air. Very disappointed.

Will stay here again

As a long-time Hilton Honors member, I’m shocked by my recent stay. Despite a confirmed reservation for adjoining rooms (needed for my 96-year-old disabled mother), the hotel refused to honor it, offered no help, and told me to find my own accommodations. I had to drive 3 hrs back at night with her. No response from management or corporate. Unacceptable. #HiltonHonors

The breakfast buffet was awesome! It had a great variety of options: fruits, oatmeal, yogurt, eggs, pancakes, and an omelet and sausage to order. The room was comfortable and clean. The corner room we had was spacious. The beds were comfortable.

There is really nothing we didn't like.