Rated 3 out of 5 by cubsfan29 Front Desk Staff Need Help
I stay at this hotel for business occasionally and the check-in process can be painful. My most recent check-in, the front desk attendant completely screwed up my rate (he showed double what I'd booked online) and it took quite a while to fix. Additionally my last couple stays I'd asked for access to the Club Lounge and for whatever reason it takes an additional 10 minutes for the front desk to figure out how to add it to my room rate. Every week I ask for my folio to be emailed to me - this last time I even stopped by the desk to "check out" and requested it again - and only ONE out of the last three stays I've actually gotten it emailed.
Food choices at the hotel are pretty terrible, the room service menu is extremely limited. Buffet breakfast is good otherwise I would not eat at the restaurant. Also, the housekeeping services are mediocre...on multiple occasions I've had trash that isn't removed from the room or from just outside the door, and sometimes they forget to refill the waters/coffee maker. I've opted to start doing Green Choice since the housekeeping isn't good anyways,
October 17, 2014
Rated 1 out of 5 by Mamamia78 SPG member "sorely disaapointed" in unprofessional staff
I checked in to this hotel with my family (2 boys ages 12 and 10) and my boyfriend after having surgery to remove a rod from my ankle (I broke back in May) from a nearby orthopedic surgeon. The check in on Friday was easy as I am starwood preferred guest and used points to book my stay for both Friday and Saturday. I put a card in file for incidentals. When booking my stay for Saturday I selected a late checkout for 4pm on SPG app. I checked out after 4 pm and found later on that evening that not only did the hotel charge my card for half a nights stay for late checkout but additionally charged my card for room service that included an alcoholic beverage which I did not order nor signed for. I went back to the hotel to ask for details about the charge on my card and they stated in a rude way check out is at noon, and you we called at 1:00 pm and spoke with "someone" you were still in the room. I advised them that I had elite status and requested a late checkout for 4pm to give my pain meds time to wear off in order to travel back home. After acknowledging that they stated well you still left after 4 so the charge will not be reversed. Next I inquired about the room service charge that they allowed a 12 year old to sign for alcohol that I did not order, and while I was sleeping. They gave me copies of the charges and stated see that's your signature I then took my license out as well as other items containing my signature to show that was NOT MY signature at this point and time the staff seemed to get aggravated and stated nothing will be reversed and if that if I didn't leave they would call the cops. (I was at no time belligerent nor did I raise my voice). I never felt so humiliated in my life and all this in front my children. I advise anyone who stays here to do so with caution as they are not only rude in responding to inquiries, they allow children to order and sign for alcohol without an adult signature, and then threatened you with the police when asking for clarification on charges with your children present. I WILL NEVER PATRONIZE THIS HOTEL EVER AGAIN! Anyone I come into contact with I will advise the same.
October 28, 2014
Rated 1 out of 5 by Berg007 Embarrassment to the Starwood Brand
Let me start out with I'm a loyal Starwood member and rarely leave reviews unless I'm extremely happy or extremely disappointed. Unfortunately, it is the latter in this case. My family and I stayed at this hotel in the summer of 2010 and all the issues we had then (for which we complained about then and were provided back all of the points we'd used for the stays and were told these would be address) and have not been corrected. The carpeting was ripped, there was dirt on the drapery and you sank into the sofa which made it ridiculously uncomfortable and un-sitable. Too cap off my miserable experience, there was literally feces on the bedspread from the previous person who stayed in the room.
April 12, 2013
Rated 4 out of 5 by EDMpenguin Room is very comfortable
Room is very comfortable and staff are nice. But bodywash, shampoo and other facilities, amenities are not so good.
October 2, 2014
Rated 1 out of 5 by Gracefamof6 Bad experience overall
I would never stay here again. I had my original reservation and then had to extend my stay to arrive before and stay later which resulted in 3 reservations. This seemed to completely confuse staff as they didn't clean my room on certain days and the front desk staff were not on the same page about whether I had to rekey my cards or not. I had a cold shower on day 2 and the heater didn't work properly. On one day I was out of my room for over four hours and when I arrived back a 4 pm to a dirty room, housekeeping knocked on the door and asked if I needed service. When I commented that I had been gone long enough for her to do so she said she wasn't sure if I was checking out. The only bright star in my stay was a waitress names Sannette who learned my name the first day and did a fantastic job making sure I had everything I needed while I was dining.
January 25, 2014
Rated 3 out of 5 by wigstheome Great Staff; Tired, Old Facility
I want to like this hotel because the staff genuinely tries to provide excellent service, but at the end of the day, the hotel is in serious need of a major renovation. From toilets that barely flush to sinks that barely drain to a garage posted with flood warning signs, the hotel needs serious work. The rooms are relatively spacious, but the furniture, walls, carpeting, etc. show their age all too well. On the positive, the air conditioning was effective. The location is fine, with close proximity to I-285, and you can walk to the Cobb Galleria Centre. Parking is relatively inexpensive as well.
October 12, 2012
Rated 5 out of 5 by Redrbnhd Loved the bed
It was a nice,clean and comfy room. The staff was great and location was excellent...The only problem we and lots of others had was the parking garage,it was free parking but kept trying to charge you every time you exit. It became a real drag cause we and others would be delayed about a minute wrestling with it and cars started to back up with each motorist. These things happen but we will return.
September 10, 2013
Rated 5 out of 5 by Champ2987 Service was tremendous
The hotel services were great. The front desk receptionist, Diamond, was very warm, attentive and personable. I will only stay at this hotel when I come to Atlanta. I thoroughly enjoyed my time there.
September 22, 2014