Embassy Suites by Hilton Nashville Airport

Kaci made all the difference during our week in Nashville. She understood what I was looking for right away and showed me a room before we checked in. She even texted during our stay to make sure things were going well and handled anything we needed promptly. One night, while covering for a sick coworker on the night shift instead of her usual days, she was still upbeat and welcoming. She was just as cheerful each morning when I left for my conference. The room was perfect for us, and our stay at Embassy Suites ended up being the best hotel experience I've had, even after staying in plenty of places. We arrived in February for a week of business in Music City. We'd first checked into our usual Marriott, but the room felt too small and uncomfortable. After about an hour looking for an affordable, more spacious option, I was nearly ready to give up when I tried Embassy Suites on Century Boulevard. I planned to return with my wife after seeing the room. The rest of the staff and service exceeded our expectations too. When we noticed the bathtub was missing a drain plug, maintenance fixed it within five minutes. That kind of quick response is rare. The whole stay felt like a 10-star experience. We found our Nashville hotel, and I'm switching from Marriott to Hilton. Thank you, Kaci and Embassy Suites, for raising the bar.

We paid a premium for this birthday weekend and left frustrated by poor communication and basic upkeep. The indoor pool was the main reason we booked, and we checked its availability several times beforehand. Nobody mentioned it was closed for maintenance until we arrived. We would have booked somewhere else if we'd known. Our floor's ice machine was broken too, so we had to keep going to another floor, and the Wi-Fi barely worked throughout the stay. There was a strong, unpleasant smell in the room that only got better with the air conditioning running nonstop. Since the room had already been professionally decorated for my birthday, moving rooms wasn't really an option. Both bathroom drains barely worked, and the shower backed up so badly that we had to stop the water mid-shower and wait for it to drain. Outside near the entrance and parking, several piles of dog waste made a terrible first impression and raised concerns about cleanliness and maintenance. This was supposed to be a special celebration, but the accommodations fell short. I expect management to address these issues and explain how this level of service was allowed.

The evening reception and breakfast were spot-on, and the restaurant's food and service were above average. We also used the pool and workout room, both spotless and stocked with plenty of towels, with restrooms close by. Staff throughout were polite, professional, and clearly well trained. Check-in was smooth, the hotel was quiet, and our updated room was in good shape. At the last minute my wife's son and grandson joined us and slept on the pull-out couch bed. There was no extra charge, and the extra towels and pillows arrived quickly. We were also given a late checkout when we asked at the last minute. A large block of fourth-floor rooms is being refurbished, which is impressive to see. We stayed for two nights, December 29 and 30. This is one of the best hotels I've stayed in. I'm a longtime Hilton Honors member, and unfortunately my reviews aren't always this positive. The property feels well managed and well staffed.

I ended up at Embassy Suites during a snowstorm after losing power at home. The rooms were well appointed, casual and comfortable, and had plenty of extra space for the price. They're updating the common pool area and touching up paint and carpet. Breakfast was impressively good, and the evening reception gave me a reason to get up and get moving the next day. Daniel Dugan and the kitchen crew did a fabulous job with the included continental-style breakfast. I've found it unmatched in the Nashville market.