Embassy Suites by Hilton Franklin Cool Spring

Everything especially Miss Beverly she was great

Well, upon arrival, our reservation have been canceled. That was a problem.

The entire stay

It was a little warm in the room

Everything was awesome it was very clean. The breakfast was on point. I can go on and on about my stay 😀 everything was perfect

Everything was awesome

Perfect place!

Great staff and location. Hotel was updated and very clean..

Breakfast was very good we had the omelete was very good. nice selection of breakfast foods

I got a bloody mary drink at the bar. I did not ask what mix they used. I got very sick that night. i have allergies to seafood, so i think the mix might have had clam juice in it.

The pillows were awful and the beds were so hard. Awful nights sleep.

It was clean and good location

The customer service was at some points slow, we asked for a pack and play and told us we would get one but didn’t show up hours later so we asked again and they told us well there is only 2 on site so we might not get one ( we wish they would of told us that sooner cuz we would of go brought one but it was too late to guy buy one ) but in the end they did have one available so we did get one but wish the communication was a little bit better but overall a great stay!

The amenities are nice enough. Beds comfortable and rooms spacious and clean. The front desk, management and housekeeping need some serious hospitality training. Very poorly run. If you book a premium level room, expect to have to argue with the management for the snacks and drinks that are included. And have to go to the front desk to get linens for the pull out sofa since none were in room and housekeeping was "busy". Breakfast food and bar area were fine. With the exception of Dawn and Malaysia at the front desk, everyone else was rude and incompetent.

The hotel lobby was very clean and pleasant, and the desk staff gave great customer service.

Breakfast was mediocre. Beds and pillows were very uncomfortable. Housekeeping was slow to respond, and the wait staff during breakfast were rude.

room size and breakfast

price

Nice and remodeled!, every one was so nice.

Nothing

I love the location of this property.

The construction of this property has been on going for 6mths+, and we assumed it would have been completed since it had begun back in Sept. 2025 when we stayed there. No pool access during my son’s spring break was a bummer but overall stay was pleasant. The construction was quite dusty but nothing I couldn’t deal with.

Breakfast was good and there were a lot of people eating and enjoying their meal. Room was comfortable and clean. Plenty of room for all of us.

There was a baseball trading gathering that took up a lot of your parking spaces for your guests. Some people were having to park next door. It was very busy for the card trading. May have been better a a larger facility.

Everything

The bartenders didn’t know how to make simple drinks like Long Island ice tea and margaritas

Nice place! Stayed the week before and came back yesterday for another night. Food was very good , great service, friendly staff!

Nothing to complain about

I enjoyed drinks in the atrium and the room had every convenience. Only stayed one night, but it could easily accommodate staying longer.

Nothing. There was construction, but even that didn't interfere with a good experience.

Family friendly

N/a

Great location and good parking! Very clean room. Even though they had construction going on, we had a great stay.

Location

It was under renovations and when we booked it it didn’t state that until we booked and it was no refundable. Kids wanted to use pool and it was closed

We enjoyed the breakfast and the room, although the neighbors were loud at night.

The hotel was under construction, which we weren’t made aware of until right before our stay. The amenities that are expected with embassy suites were not available. Even the restaurant wasn’t fully available. Staff seems frustrated and to not fully know what was going on. Our drinks had bugs floating in them. It wasn’t the experience we’ve come to expect with embassy suites.

Excellent

Paying for parking

I reserved a room at a certain rate and when I received my bill it was higher than the rate I booked (almost $15 difference). Also, the hotel is under major renovations and nothing was mentioned when booking the reservation which would have deterred me from staying there if I would have known prior to booking.

Our room was very quiet and comfortable. Also loved that it’s pet friendly.

All the renovations through my allergies into over drive. I would have appreciated knowing about it in advance. Drywall dust is not good.

Good breakfast

Honesty from Hotel when booking. I should be able to CHOOSE if I want to sleep in a Construction Zone.

Rooms were very nice. The ongoing construction of the hotel was a bit inconvenient and not visually appealing. Other than that everything was great. Very good location.

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

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

N/A

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.

Everything

Nothing

Very good

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

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

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.

I did not do breakfast.

Breakfast was the only thing that I enjoyed about my stay. Location was fine, but finding out about paid parking upon arrival was very irritating. The price of the hotel was already high, and to have to pay parking as well felt like I was being gouged for money. That definitely made the experience more stressful rather than relaxing.

I didn’t appreciate the front desk not Letting me know upon check in that my room had a broken AC unit, even though they knew it did. I should’ve been given the option to still stay in that room at a reduced price, or change rooms. The room ended up being too hot and we had to change rooms anyways. Also, upon changing rooms, it would’ve be nice for the front desk to communicate with one another about our room change since we had other hotel guests trying to get into our room in the middle of the night while we were sleeping… apparently the new front desk clerk booked them for a room he thought was vacant. Being woke up at 2:30 AM because people are trying to get into your room was alarming, and very stressful. The front desk clerk also made it seem like it was our fault that we were in a room that we were not booked for, and even called us again an hour after the incident to reconfirm that we were in that room, and why…Needless to say, we didn’t go back to sleep well, and had a very restless night after that. It was the worst experience I’ve ever had at a hotel in my entire life. I was also disappointed in the fact that I booked online and I didn’t understand that in order to get the military discount, I need to purchase certain rooms. The only reason I decided to pay at the desk rather than online was so I could show my ID to get a military discount and was denied that privilege because I did not book a military room. If you’re going to have online booking, then these options need to be more understood online so customers can be more satisfied, and book the experience they’re hoping to have. All these points I mentioned are reasons I would never come to the hotel again or recommend it. I’ll recommend our normal go to hotel for my family and military friends so I know they’ll have a great experience, since this wasn’t even close to even being an ok experience.

Everything was good.

We didn't have a good variety of TV channels.

Nothing at all the property is under renovation and we were not made aware of the situation and there was construction early in the morning even on Sunday. The dust had us sick and my head was hurting from the noise which triggered a Lupus flare up.

The front desk manager was very rude and unapologetic about the fact that we were not made aware of the construction.

Breakfast was very good good selection Happy hour vas very nice

Nothing I can remember

Construction charged 2400 dollars for parking0

Wonderful experience and very friendly staff!!!! Clean and new renovations definitely a plus!!! Thank you Embassy Suites!!!!

The bathroom was leaking under the tub and going through the wall into our bedroom. The carpet was soaked beside the bed, the closet, the walk way. There was no TV wirking, no cable to use electronics to stay unbored. Since there was not working TV and the floor was soaked so we had to try to stay on the couch.. Called 2 days straight for the water leak last night's stay around 9pm they moved us to a new room that was actually dry but the air conditioner didn't work I. that room so it was 79 degrees the whole night... The hotel was nice from the outside and the dog was nice looking but not having any tv to watch and no wifi to use my tablet or anything. I have to sit on the couch and watch my phone.. Pretty said ssrvice, if you asked me. There was dust and sheet rock everywhere and me. working from 630 am till about 7pm. Loud beating, yelling, tools . We were floor 9 they were working on 5,6,7 floors.. Never got to sleep in due to the noise. No tv. to play over the workers, working. My son had. a major eye surgery and over the hotel noise and no TV and walking in soaked carpet

read above again, taking 2 days out of our 3 to move us to a room that had dry carpet and working tvs was ridiculous

Looks as if they are doing much needed renovations

Near to Franklin

On arrival there was a loud chaotic busy Pokémon convention in the lobby. This had not been mentioned at booking. We were looking forward to relaxing in the lob after our long journey from the UK until check in but were forced to leave to hotel. We were asked to call hotel after 3 to discuss with Megan the manager. We called 4 times and were out on hold for 20 mins each time. We emailed booking.com to discuss the issue. No response. The whole experience was disappointing from all parties. Certainly wouldn’t book that hotel again.

Breakfast was better than expectrd.

Front room was dark. Also, shower selector knob used to choose bath or shower function was stuck in shower mode. When I turned water on for shower, standing in the tub, I was doused with cold water. After I contacted hotel management about this, I was assured they would get engineering right on that. They did not.

That it was hosting the pokecon

I booked the room back in August the beginning of August a two bed suite. I was never notified that I was being down graded to one bed. Lucky my daughter bunked with me and my son slept on the couch when I called down to the front desk they were very apologetic saying that they had a leak and already had to place other in another hotel. But for the amount of money I paid I should of gotten some short compensation. And the complementary drinks for the fountain drink and juice were rarely on between the 530-7p then come to find out they were remodeling floors 678 so there was alot of construction noise. Now other than being told 2 different stories on my room the staff was great. I understand why they were up graded our room had soap holders hanging on by caulking there was holes in the wall rust in the bathroom.

The food and drink.

Our television and refrigerator didn't work and we had to call someone in to fix them. The television stopped working again even after someone came and supposedly fixed the problem. Also the ice machine on our floor wasn't working and had to check two other floors before I found one that works. I paid too much money for the fourteen hours that I was there for everything to be broken. Im booking somewhere else next time.

Good location Great breakfast

Ice machine on 4th floor not working Paying extra for parking

The breakfast is always amazing, and they always have a fantastic staff. I love the suites and how big they are.

It’s a bit pricey, but I’d rather pay a bit bit for the comfort and amazing breakfast!

Breakfast was the only thing goos.

The only downer was the renovation that was taking place. There was a lot of noise during the day time. Other than that the room we had was quiet during the night, clean and comfortable, andbreakfast was very good.

Run-down, old, broken, unmaintained hotel with only a handful of guests for such a huge property. We were situated as far from the elevators as possible…don’t understand the room selection when there were only half dozen other guests. No TV remote, toilet leak never stopped running which was loud, very uncomfortable bed, cracked sink in bathroom, view was directly onto an old gravel roof. We have stayed in a lot of hotels but not one this bad. Old-school tub with rounded bottom and poor water pressure. No pillows on couch and the couch had no back support. No vending machines. I could go on, but bottom line we will never stay at another Embassy Suites.

Near mall and restaurants

Let me say first off that all of the staff were amazing to take care of the issues. But we checked in and were informed that renovations were going on, but no mention of that on the website. Our original room had a water leak and smelled very strongly of musty carpet. They quickly moved us to another room that didn’t smell as strong but at least it was dry. Luggage rack was broken, no exhaust fan in bathroom, weak water pressure, sticking doors, security brace on door was loose. Had to hold toilet handle down to flush. Talked to other guests who had similar situations. But it was as clean and taken care of as well could be expected. Just way too much money to spend for two nights for all of that. But once again, all staff was top notch.

Excellent hotel and location!

Location was great.

Under construction. I also didn't like paying to park on a non secure self parking lot.

Room was clean, however construction played a huge roll.

There was mold in the bathroom. Smelled. Construction above our room. Switched to a new room and it was no better.

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

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.

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.

Room was outdated and musty, they need a complete remodel. DO NOT WALK on carpet without shoes if you like your feet.

Not the best Embassy Suites we’ve been to. Construction going on so drilling etc all day. Breakfast mediocre. Staff mediocre. Didn’t vacuum the lobby first 3 days.

Was here for a writer’s conference last week and normally I love Embassy Suites - and I will stay again but not at this location. We witnessed the staff deliberately check caucasians in ahead of minorities.

So efficient. Clean. Great service

Worst place I’ve ever stayed. Some At our conference said they felt they couldn’t breathe in their own rooms.

Staff was very friendly. Main lobby and breakfast area clean, however room smelt musky, couch had multiple stains and overall did not feel clean.

Great service

Staff, food, location.

They need better carpet cleaning materials, you can faint leftover pet odors.

Always love their breakfast.

Do not stay on the second floor of this hotel. When I got into my room and laid down on the bed the whole bed was shaking as well as the floor because of their air conditioning unit. I called the front desk and had to repack my things and go to a different room and they put me on the second floor again for the Next Room. When I lay down while she was there to test it everything seemed okay. But after she left and I laid in that bed longer that room still shook too not as bad as the first one but still Shook and the bed still shook. I love Embassy Suites but I'll never stay at this one.

O

Hotel was nice. Staff was friendly. Breakfast was ok