Embassy Suites by Hilton Nashville SE Murfreesboro

I believe in approaching all situations with patience, clarity, and compassion — even when I’m being wronged. But I also believe in truth, and in calling out behavior that causes harm. We arrived at Embassy Suites Murfreesboro around 3AM on Saturday, June 14th, after a long and difficult day due to the flooding and cancellation of Bonnaroo. We were quoted $250 plus tax for a one-night stay through Sunday morning at 11 AM. No confirmation was printed at the desk nor was an email sent. They took my card on file though and we went to the room. By noon Saturday, a staff member quietly entered our room expecting us to check out — which contradicted to what we just booked for at the front desk only nine hours ago. Rest was our priority before a long drive home. When we tried to resolve this, we were met with a general manager who was aggressive, argumentative, and dismissive. He insisted we checked in at 1:30 AM, but our receipt clearly shows the charge was processed at 3:30 AM. Instead of listening or engaging in good faith, he argued for no reason other than ego. What could’ve been a simple correction became a hostile interaction. The energy at the front desk was so heavy, two police officers were present. Not sure if they always have county officers onsite at this location but it was a very unwelcoming demeanor from all of the staff. I paid my bill. I did not cause a scene. But this manager now has a paying guest who has gone to Hilton corporate — not out of anger, but necessity. Hospitality means listening. It means creating peace for travelers, not tension. If you can’t hear your guests, you should not be in this field. This experience reminded me how far some people stray from empathy in the pursuit of being “right.” It’s a shame.

I have traveled my entire career. I have had lots of good hotel stays, some great, and few as bad as this Embassy Suites very short stay. My wife and I went to Murfressboro on pleasure. Unfortunately Embassy Suites ruined the stay. Checkin was fine. Then we got to the room. It was warm, about 88F outside, but the room temp was warm and rising quickly. I tried adjusting the thermostat but no change. So, I called the front desk. I confirmed I was adjusting the thermostat properly. I was then informed the chiller that serves all the hotel rooms was being worked on and had been shut off. My wife and I went for a walk to cool off. Upon our return to the room I was tired so I laid down for a nap. That did not happen since it was to hot in the room. I called the front desk and got no additional information. I then spoke to the hotel manager. He checked with the engineer and was told there was no solution in sight and were not certain how to fix it. So, it was about 5:00PM CT. Given we were about 3 hour drive from home, we decided to request a refund, skip dinner in Murfreesboro and drive 3 more hours home. I was told no refunds. Mind you, we were never told upon checkin there was no A/C on an 88 degree day. I had booked the room through Hotels.com. I was told by Embassy Suites hotel manager to call Hotels.com. I did and was offered 5% refund to which I replied by laughing. In the end, there was finger pointing between the Embassy Suites and Hotels.com. We the customer did not stay overnight and in fact spent maybe an hour or so in the room and decided to leave. I met several people before we departed and all were equally surprised and dismayed by the no A/C. I decided to write this to hopefully save yourself the headache by staying at Embassy Suites and please NEVER use Hotels.com. We will never us either. Shame on both corporations. #CustomerDisService

We will never choose to book with Hotels.com NOR will we ever stay at an Embassy Suites property again. We weren't advised that ALL hotel rooms had no A/C. When i called the front desk the 2nd time I was told they had been working on it all day. Temp in the room was 80s. I spoke w Hotel manager who informed me there was no way to determine if the A/C would be fixed that day. So I asked if we left the same day we checked in what refund we'd receive. The answer was NOTHING since we booked through Hotels.com. He suggested I contact Hotels.com. I paid Hotels.com up front for the room but guess what to park the car in an open lot is another $X/night. Hotels.com said they'd refund 5% to me for not being to sleep in a very hot room. Windows don't open. FINGER POINTING going on between HOTELS.com and EMBAASSY SUITES. RESULT, we were screwed. We checked out right away after I laughed at the increased offer of 10%. So, I paid $XXX to stay in a room that DID NOT COME CLOSE TO meeting standards and I was offered X% off when we had to leave the hotel to go elsewhere to sleep. I am DONE with this rip off. I will gladly share my wife's and my experience with my 10,000 followers on Instagram in the hope they too avoid getting screwed by EMBASSY SUITES and HOTELS.COM.

All good

This is the best Embassy Suites we’ve ever stayed at. Top tier!

I love it but the parking need to be free than pay

we had to check out early due to the room next door being so loud the room it self reminds me as I'm in a motel instead of hotel I never has an issue with embassy but this one was a disappointment

I will come back to this property again

Came with family and it was great… beautiful very family oriented and had good breakfast selective

Room was quiet. I had a great night sleep