Embassy Suites by Hilton Franklin Cool Spring

Hotels
•
Embassy Suites Hotels
7.9 (693 reviews)
820 Crescent Centre Drive , Franklin , us

listing image 1
Show all photos
Children allowed
Pets allowed

Facilities

Electric bicycle charging station
Fitness facilities (surcharge)
Non-smoking rooms
Air conditioning
Swimming pool
Restaurant
Room service
Family rooms
Pets allowed
Lift / Elevator
See all facilities

Review Highlights

Pros:
Good breakfast
Nice happy hour
Cons:
Construction noise
Room issues

Categories

Cleanliness
6.1
Dust and renovation issues mentioned, leading to poor perception of cleanliness.
Service
9.1
Some complaints about rudeness at the front desk, but generally positive interactions were noted.
Location
9.1
Convenient location near Franklin, though disrupted by conventions.
Room Quality
6.6
Issues with leaks, lack of functioning amenities, and downgrading of room.
Amenities
8.1
Happy hour and breakfast received positive feedback, but the lack of TV and Wi-Fi affected experience.
Value for Money
7.1
Guests felt the price did not match the quality of the stay due to multiple issues.
Food and Beverage
10
Breakfast was praised and happy hour noted as very nice.
Overall Experience
7.1
Negative aspects and poor management response led to dissatisfaction.
* This sentiment is summarized by AI based on user reviews.
Updated at: 2026-01-10 00:17

Property Description

Indulge in Luxury and Convenience

Luxurious Amenities: Dive into relaxation at the indoor swimming pool, sauna, and whirlpool. Stay active at the fitness center or catch up on work at the business center. Take advantage of services like laundry, dry cleaning, and an on-site ATM.

Spacious Suites: Unwind in suites with a dining area, seating area with a sofa bed, microwave, and refrigerator. Stay connected with WiFi available for a surcharge.

Delicious Dining Options: Start your day with a full breakfast, enjoy lunch and dinner at the Athletic Bar & Grill, or opt for room service. Explore CoolSprings Galleria and easily reach Nashville International Airport.

Experience luxury and convenience at Embassy Suites by Hilton Nashville South/Cool Springs. Book now for a memorable stay!

Important information:

Renovation work is taking place until 20 April 2026. The lobby is under renovation.Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.

Check-in and check-out hours:
Check-out: 11:00 AM
Airport code: BNA

Property Policies

  • Children and extra bed policy

    Children of any age are allowed.
    Children up to and including 17 years old stay for free when using an existing bed.
    You haven't added any extra beds.
    Any type of extra bed or child's cot/crib is upon request and needs to be confirmed by management.

  • Parking

    Private parking is possible on site (reservation is not needed) and costs USD 10 per day.

  • Pets

    Pets are allowed. Charges may be applicable.

  • Groups

    When booking more than 9 rooms, different policies and additional supplements may apply.

  • Internet

    WiFi is available in the hotel rooms and costs USD 4.99 per 24 hours.

Location

Property Accessibility

Total Disability Score: 50
Public Area
  • Ramp: Yes
  • Entrance Door Width: 82
  • Entrance Leveled: Yes
  • Pet Friendly: Yes
Reception And Restaurant
  • Reception Hearing Accessible: No
  • Reception Wheelchair Accessible: Yes
  • Restaurant Wheelchair Accessible: Yes
Elevator
  • Elevator Audio Signals: No
  • Elevator Braille Numbers: Yes
  • Elevator Contrasting Buttons: No
  • Elevator Visual Signs: No
Show all accessibility features

Guest Reviews

7.9
Based on 693 reviews
Cleanliness: 6.1
Service: 9.1
Location: 9.1
Room Quality: 6.6
Amenities: 8.1
Value for Money: 7.1
Food and Beverage: 10
Overall Experience: 7.1
L
Lanisha • family_with_children • us
10
Pros:

Family friendly

Cons:

N/a

2026-04-25 • via Nuitee
K
Katie • solo_traveller • us
10
2026-04-23 • via Nuitee
C
Carlos • solo_traveller • us
7
2026-03-27 • via Nuitee
A
Autumn • family_with_children • us
8
Great location! Clean Hotel!
Pros:

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

2026-03-26 • via Nuitee
J
Jensen • family_with_children • us
5
Disappointed that it didn’t state before we booked that the pool was closed
Pros:

Location

Cons:

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

2026-03-24 • via Nuitee
L
Leslie • family_with_children • us
5
Not as expected
Pros:

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

Cons:

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.

2026-03-22 • via Nuitee
D
Dallas • extended_group • us
9
Wonderful
Pros:

Excellent

Cons:

Paying for parking

2026-03-17 • via Nuitee
G
Guide06015867378 • Business • Atlanta, Georgia
2
Poor experience for a recent stay at this hotel
Pros:

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.

2026-03-06 • via Tripadvisor
D
Denise • couple • us
7
This is a nice pet friendly hotel in a quiet area. Our room was very comfortable and clean. We look forward to visiting
Pros:

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

Cons:

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

2026-03-02 • via Nuitee
J
Jamie • extended_group • us
9
2026-02-24 • via Nuitee
S
Steve • couple • us
3
Disappointed in lack of transparency in regard to EXTREME Interior Construction...Dishonest.
Pros:

Good breakfast

Cons:

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

2026-02-23 • via Nuitee
M
Michael • family_with_children • us
6
Pros:

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.

2026-02-23 • via Nuitee
T
Tanya • couple • us
2
2026-02-10 • via Nuitee
T
Tanya • couple • us
2
Don’t make the mistake of staying there during construction
Pros:

Breakfast was amazing and the commentary drinks.

Cons:

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!

2026-02-09 • via Nuitee
E
ebt182 • Couples • Lawrence, Kansas
2
Under construction, poor experience
Pros:

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.

2026-02-05 • via Tripadvisor
D
Deampris • extended_group • us
10
Embassy suites
Pros:

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.

Cons:

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

2026-01-23 • via Nuitee
J
Jeffrey • family_with_children • us
1
Don’t let the exterior fool you, find another hotel!
Pros:

Decent location and looks nice from the outside

Cons:

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.

2026-01-19 • via Nuitee
A
Annette • solo_traveller • us
7
Pros:

Very good

Cons:

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

2026-01-19 • via Nuitee
B
Brenda • family_with_children • us
9
Best night ever
Pros:

Everything

Cons:

Nothing

2026-01-19 • via Nuitee
D
Dawn • family_with_children • us
8
Comfy and enjoyable atmosphere
Pros:

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

Cons:

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

2026-01-19 • via Nuitee