Embassy Suites by Hilton Franklin Cool Spring

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!

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

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

Nothing

Outdated and the smell is extremely unapealing.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.

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

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 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.

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

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

Nothing I can remember

Construction charged 2400 dollars for parking0