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Resort Details
Hotel Advisories
Customer Ratings & Reviews
TripAdvisor Traveler Rating
1413 reviews
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May 19, 2023Return visit for family reunion
Except for the young lady that checked us in, ALL the rest of the staff were sweet, friendly, helpful, etc. Can't complain about that at all. Even the manager was conversing with his staff in the breakfast area and stopped by many tables to make sure things were fine. The atrium is a very nice area and great as a space for all of us to gather, share meals and visit. The rooms themselves are showing their age and could definitely use some sprucing up. Relatively clean and definitely functional, we were still comfortable with our rooms. A couple plumbing type issues I reported at check-out, were minor. Have raised the nightly parking fee, not sure why hotels feel they need to charge for a car to park when the customer has already paid for the stay. It's certainly not because there is a lack of parking in this area.
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May 16, 2023
The Good vs Bad Stay Experience
As stated in my title, I had a good vs bad stay experience at this Embassy Suites. My mother and I traveled to the Nashville area to celebrate her birthday. She loves to stay at Embassy when we traveled so I booked this brand specifically for her. When we arrived, it was a bit confusing to understand where the entrance to the hotel lobby was because the signage was very small. If it wasn't for seeing the Embassy Suites sign from the highway and Waze letting me know I was at the location, we could have circled the area for 1/2 hour. Bad Experience Stay: My check-in was seamless. I'm a Diamond member so I asked for an upgrade, and it was kindly granted to us. However, I should have probably stayed in the room they had assigned because this room was the "bad stay experience" room. The upgraded room was large however the bathroom tub needs re-caulking, and the wallpaper was peeling. This Embassy Suites had the classic look and feel in the room and needed a little TLC to the bathroom. Then came the unacceptable...when we turned on the heat to warm the room, the vent where the HVAC system was located made a terrible loud noise. It was a reverberating noise that sounded like something would explode if we did not turn it off. I immediately called downstairs and notified them of the sound from the. HVAC system. I was told initially that the sound would subside after a few minutes, and it came from the water moving through the system (don’t quote on the reason why). It did stop evidently on night 1 and I thought it was the end of it. Fast forward to night 3, my mother got up in the middle of the night to turn the heat on again (it was cold in Nashville in early May), and the noise started again, and it went on and on and on, a lot longer than before so we turned the system off. I called again the next day and asked if someone could come up while we were out for the day to work on the unit. We return in the evening and AGAIN, the noise begins, and no one had come to work on the unit. We were leaving the next morning and it was a hassle to pack up and move to another room. Thankfully we did not need to warm the room during that last night. For those planning to stay here, do not stay in Room 813. I did not receive an 'upgrade", I received a downgrade. Good Experience Stay: The breakfast each morning. My, the chefs cooking the omelets and eggs any way you want them were amazing and very engaging. They were also very fast as the line were always lengthy during the breakfast hours. The buffet had a nice variety of fruits and breakfast items, different breads, and pastries and some of the BEST coffee I've tasted from a hotel chain. Lastly, the food manager came around each morning to see how our breakfast experience was and could she remove any plates, etc. from the table. That good ol' Southern hospitality was a nice gesture to greet us every morning. So, there you have it...my good vs bad hotel stay at Embassy Cool Springs and my reason for the 3 stars instead of 4 stars. I would stay again but not in Room 813.
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Apr 24, 2023Disappointing, at a premium price
I have always wanted to stay at this hotel bc of the location, arrived and was very underwhelmed with the amenities. There was a loud prom taking place on property, so parking was a nightmare, the free electric vehicle charger on property does not exist and even if it was available the spots were taken up by non electric vehicles. Our room was not modern at all, the bathtub had a stain in it, a portion of the room smelled of smoke, the wallpaper was coming off the wall in the bedroom. There were supposed to be drinks and snacks in our "premium room" on the 9th floor but there was nothing. Staff was not very helpful or friendly, There were kids running up and down the halls all night long We were awokened at 9am by a bit too eager housekeeper who actually opened our door and asked if we were in the room. I went down to grab an omelet and the chef who was more interested in making jokes than making sure the order was correct handed me the wrong omelet even after i clarified, he tried to put cheese on the order ahead of me and had to remake it when they told him they saw him add cheese even after they told him there was an allergy. I have always loved the evening reception at Embassy Suites but i guess it got scrapped bc of the prom. Just a very poor experience, I voiced some of my issues to the manager at checkout and she said they were noted. Additionally i went to my vehicle around 5am and got locked out, knocked on the door and called but noone heard or answered me so i had to wait until 7am to get back in, and go back to sleep - I would avoid this hotel in the future, such a disappointing stay.
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Apr 19, 2023
Higher Expectations
My husband and I stayed at Embassy Suites this past week. We were there on business and except for the wonderful breakfast service crew, and Charice, who helped us out with a situation, I did not find a single person at this hotel, including Mathew, Quinne and Leanna, at the front desk, who knew how to accept responsibility, and at least pretend to want to show any effort to make our stay more comfortable. We have a much higher expectation than this.
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Apr 14, 2023Unclean
I am a Hilton Honors Diamond member. I travel all the time for my job. I stay at Hilton hotels for almost every stay. My stay at the Embassy Suites by Nashville South Cool Springs was very disappointing. The price was over what my company will pay for a hotel stay, but I decided to splurge and pay the difference. The hotel did not appear to be clean. I understand that it is very difficult these days to find housekeeping staff especially in the Franklin, TN area. Franklin, TN is a very expensive place to live so people who serve in the housekeeping industry cannot afford to live in the area. There was a dirty sheet and dinner plate on the floor in front of the elevator. The items were there in the afternoon when I arrived and were still there when I went to breakfast the next morning. There was hair in my shower from the previous occupant. There was a glasses case from the previous occupant on the floor which tells me the room was not vacuumed prior to my arrival. When I informed the person at the front desk of the uncleanliness (without using an unpleasant tone), her response was, "I'll let housekeeping know." I asked, "Is that it?" She then said she would take $25 off my bill and have the manager contact me. Neither of these things occurred. I will not stay there again.