Rated 1 out of 5 by Adam Awful Stay....
I stayed at the Westin Atlanta Airport for one night for a business meeting. When I checked in, the line was long. When they finally attempted to check me in, they did not acknowledge my Starwood Platinum status. Additionally, she did not offer me an amenity as specified by the program. They woman that checked me in was very extraordinarily slow and seemed incapable of understanding my questions.
When I got to the room, there was no stopper in the sink. The hotel is very dated and in need of a makeover. Also, there was no decaf coffee in the room.
During the stay there was a power outage. The emergency generator powered one elevator and none of the rooms -only the hallways so I couldn't get any work done.
After dinner (the restaurant was good) where I spent $150, I asked the front desk how to validate my guests' parking card. Nobody seemed to know. I finally went back to the restaurant and they did it for me.
When I checked out, I was told that there was no way for me to get an invoice for my stay because the system was down. They did not offer to e-mail me an invoice. Nor do I have an invoice.
The women at the front desk asked me "How was your stay?" I responded "Really Bad", and she said "OK." She seemed unconcerned about the fact that I told her that me stay was "Really Bad."
In a nutshell, the front desk is not well trained in the check out or check in process. I have since called and left two messages for the general manager who has not called me back.
I am generally very positive in my reviews, but this hotel is not one that I would recommend. It is far below the Starwood Westin standard for customer service.
March 6, 2013
Rated 4 out of 5 by JJFAB Customer service didn't match the brand.
The staff that checked us in the Hotel was not very friendly or helpful during the check in process. She did not ask if we were driving, and did not give any parking instructions. This was very frustrating, because it would have been nice to know we had to validate the ticket, before we got to the gate. I'm used to a better Preferred Guest experience, and Preferred Guest Benefits . I'm usually more persistent , but since it was my birthday, I decided to make the best of it.
April 18, 2014
Rated 5 out of 5 by BarryNY Great stay, facilities, and staff!!!
It pays when you have a stay that exceeds your expectations. What's even better is when not just one but two or more staff members can go above and beyond. That exemplifies good leadership and staff members that are loyal to the brand. I want to personally thank Daniela and Mekayle for making my stay an unforgettable one through their great efforts of customer service. From greetings, to smiles, to seeing you walk by to the elevator bay and checking to see how your stay is. When there was a computer issue at check in they were both courteous, professional, and accommodating in their own separate way. They ensured I was aware and had my room available at time of promise. They collected my perishables and kept them refrigerated until my room was ready. As I waited at the bar with a delicious affordable meal, and a glass of wine they kept me updated on the status. Once the room was ready for check-in and the computer glitch was resolved Mekayle wasted no time retrieving my perishables and luggage to get me into my room. My only disappointment was the fact that I failed to bring any of my gold commendation cards with me to give to the both of them for making my stay a great one. These two are true to the brand by their actions and exhibit the character I would expect from Starwood, and they made my elite status feel worth it all. I've already booked my next stay and look forward to the great service offered by these two, the room cleanliness, the great food, bar, and facilities the Westin Atlanta airport Hotel offers. Leadership should be proud of these two great team members representing the staff. Thanks for making my elite status feel worth it all and my stay a memorable one.
July 16, 2013
Rated 1 out of 5 by Sickened1 BUGS IN ROOM
I am a platinum member and stay in starwood hotels around the country and the world. I also spend about 275 days on the road each year in hotels. I have never experienced a bug infestation as i did at this hotel. I complained and they moved my 2 rooms and guess what more bugs !!!! i complained again and they said "its georgia and lady bug season get use to it". This is outrageous and is making me rethink my starwood membership
December 22, 2011
Rated 5 out of 5 by bobvu Finest Southern Hospitality
From head to toe this hotel is fine. The Check-in Clerk placed us on the closest floor (8th) to the suites because my initial request weeks ago was misplaced. The shuttle drivers Mr. Jud and Mr. Tino made sure us foreigners appreciates the finer parts of Atlanta: the Georgia Aquarium and the MLK Jr. Memorial. They also guided us of the MARTA train system. the $14/day pass is much better than the $300+ we spent for taxis in Chicago last summer. Third, the starbucks barista quenched my daily thirst for black tea. Fourth, the bartenders fed us although we ordered food minutes before the last call cutoff. Fifth, the checkout clerk sent our luggage to the airport on our behalf. that graced us an extra 4 hours to appreciate Atlanta even more because our departing flight was in the evening. Thank you Westin Atlanta Airport.
April 18, 2014
Rated 3 out of 5 by Neal820 Westin Atlanta AIrport Hotel is A Mold Trap
The hotel is very nice in appearance. When we go there, I thought it strange that there was an air filter machine running in the room. We took two rooms, the other didn't have one in it and as a result I woke up with crust in my eyes.
The hotel is a sick building.
April 28, 2014
Rated 5 out of 5 by Thewubs1 General Manager
All was excellent. Staff service was first rate, and teh guest room comfort was excellent.
May 1, 2014
Rated 5 out of 5 by FieldZ Very comfortable
I truly enjoyed the heavenly bed. Checking in could have been a littel quicker.
May 1, 2014
Rated 5 out of 5 by CRUZ Makes you feel at home
My experience with the Westin airport hotel was AWESOME!!! I cannot believe how great my experience was with everyone. from getting picked up in the shuttle at the airport to checkin to going into my clean and comfy room to the wonderful gentleman helping me with places to go! Everyone was sooo helpful and friendly! The hotel is beautiful and clean, the shuttle drivers are great and always available! They really do take care of their guests! Best hotel I've stayed in with a 5 star everything! Everyone who worked the day of sep 17 ( my birthday) , thx for making it extra special!! Give yourself a pat on the back for being awesome!
September 22, 2012
Rated 3 out of 5 by OnBusinessAgain Usually great, lacking this time
I usually have great stays at this hotel, and things were going great as I got my complimentary upgrade to a suite but the suite had some issues. Most notable were the japanese beetles that were all over the sitting area. These bugs look like lady bugs and are harmless, however there was basically an infestation on the couch and chair in the sitting area. Gladly they were not near the sleeping section. When I mentioned this at check out I was not met with concern or anything. I tried to be discreet about it, but the front desk seemed to shrug it off. I hope the room has been fumigated since. In addition one of the pieces of furniture was missing a handle and that coupled with the bugs felt cheap.
March 12, 2014
Rated 5 out of 5 by Bradley117 Sleep over
We were totally happy with the quality of the bedding collection, the staff and a really good burger in the lounge area. The room was very quiet to be at the airport. Thank you.
April 28, 2014
Rated 3 out of 5 by wigstheome Better than Nought
While this is an older hotel, it has been renovated in recent years. Needless to say, it is immediately accessible to ATL, as well as convenient to I-285, I-85, and I-75. Check-ins may be slow, as the hotel attracts plenty of less than seasoned travelers. With that said, the hotel does tend to recognize Starwood status and provide upgrades as appropriate/available. The recent renovations are a definite positive, although they cannot make up for the older bones of the hotel. Breakfast in the restaurant was fine, with a great variety of items included in the brunch, but the staff is very rules bound. Not the best, not the worst, but better than pre-renovation.
May 1, 2013
Rated 2 out of 5 by Joe045 Poor food service
I have stayed here the past two Fridays. The first day service was very slow at the restaurant, servers changed three times and the drink orders were lost. The second time we went to the bar, ordered a drink, asked for and received menus. While working on our first drink, we asked to order food only to be told the kitchen was closed. No warning, no request to order food as they would be shutting soon. This was after asking check in what time the bar served food until. We were told 1am. The kitchen closed at 11:30. Poor, particularly for an airport hotel catering to travelers. I will never stay here again.
February 13, 2014
Rated 5 out of 5 by Seastarson39 LAYOVER TURNED INTO HOLIDAY!!
I did not make my Delta connection, and laid over in Atlanta. The best part of the whole experience was staying at the Westin!! EVERYONE was SO friendly, and ALL my creature comforts were addressed & then some! So wonderful I was very tempted to "extend' my layover another day, just to enjoy the property!! Next time, it will be a planned break in my journey!!!
April 21, 2014
Rated 5 out of 5 by Shefpat Great Airport Quick Stay
Hotel is perfect for a layover, no club lounge for plats, I had to ask for the free breakfast voucher as I was never told that breakfast was provided.
April 27, 2014
Rated 4 out of 5 by Daisy67 I enjoy staying there
It is more than just an airport hotel and slightly less than a destination hotel. They serve one of the best hamburgers I've had since leaving Californias' In and out hamburgers behind. Try the breakfast buffet and ask to be served by Wanda she goes out of her way to make sure you'll be well taken care of.
April 22, 2014
Rated 3 out of 5 by JohnDoe Needs Improvment
For the quality of service and amenities provided there are numerous alternatives in the Atlanta area that provide better value for my business dollar. Issues encountered during this visit include problems with reservations, a room smelt like it was sprayed insecticides, second room that was dirty poorly prepped... missing soap, cups, towels, bottle water... I felt like I had to chase around the staff daily to get what I needed and got sick of hearing about all the things the location was out of. This facility is not on par with the level of comfort and customer service I have become accustom to at other Westin locations.
February 4, 2013
Rated 4 out of 5 by KnotMoving One of best Category 2 Hotels
We stay here a few times a year to spend the night on our way up Hwy 85 to North Carolina. Usually using points.
Rooms have always been well kept up & very clean and comfortable - with a wonderful Heavenly Bed!
Breakfast buffet is very good & when we need a late bite the bar is good.
This is the nicest Category 2 (3000 or 4000 pt stay) that I've stayed at!
April 19, 2014
Rated 3 out of 5 by myer The Staff is the only thing...
holding this place together. The lack of investment in the physical structure, the fact that staffing is at an absolute minimum level is apparent throughout the property. The front desk runs the sundry shop, the hard working bellhops are overtaxed but they still get the job done. The mini bar is gone the rooms are tired, the smell of old carpet makes a joke of the "clean air" promotion. The spa is a misplaced emphasis as no one stays at an airport hotel for the spa but a good restaurant would be a better idea.
The There is no reason to allow the fact that this is an "airport hotel" to bring down the brand. For very little investment the hotel could be a flag ship.
March 1, 2013
Rated 3 out of 5 by dedebster Under Expectations
I am a loyal SPG Platinum customer and love the Westin chain. I was disappointed during my recent stay at the Atlanta Airport Westin due to a forced layover. The carpet in the hallway was significantly stained (4th floor on the way to my room 444) There were no water bottles in the room and the cleaning was not thorough. Someone left a coffee filter in the coffee machine. No shampoo bottles, etc...When I checked in the person at the front desk didn't seem knowledgeable about the hotel. I've stayed here before and had a much better experience. Sorry Atlanta Airport Westin, I'm pulling for you to do better. Thank you,
September 17, 2013
Rated 5 out of 5 by Jeff1525 Great place to stay after a long day of travel.
I was put up at the Westin by Delta due to mechanical failure that caused me to miss my connection to San Francisco. Despite arriving after 10PM, the staff was very attentive. Ordered room service and it was outstanding.
April 22, 2014
Rated 4 out of 5 by Rick368 Great Hotel for traveling in Atlanta
I needed a hotel close to the airport. The room was great , easy access to the airport and the staff was friendly and helpful. The bag check was an unexpected bonus
April 22, 2014
Rated 3 out of 5 by Leon14 ATL-DIR
The Westin Atlanta Airport is an above average hotel. My experience was mixed. The service and food was excellent. My personal room had some issues. The A/C struggled. The "sitting furniture" was soiled and had noticeable spillage stains. The blower for the A/C was located next to the bed and the damper "slammed" each time the fan shut off. I was awakened several times during the night by the slamming, thus making me unrested for my meeting the next day. I have stayed at this hotel on several occasions, and this visit has been an exception to the others. Usually I would have given the hotel very high marks, but due to the room issues, that is not the case with this visit.
May 31, 2013
Rated 5 out of 5 by Lindsey85 One of my best hotel stays
I travel 4 days a week for work so I feel like I know a good hotel when I experience. Everything in the room was prepared and clean when I arrived. I had no trouble checking in or getting my parking together (you've got to love the unlimited in and out parking). I honestly slept better than I have for weeks, even at my own house, and was not disturbed by noise in the hallways or anything like that. The shower was clean and I love the heavenly shower feature. Despite my fears of being in an unsafe location because I was near the airport everything was well lit and open and once I arrived all of my fears were gone.
August 8, 2012
Rated 3 out of 5 by USTravelGuy Airline Passenger
While the hotel was nice - the facility was fantastic, the staff need some customer service review.
As a "distressed" passenger - meaning the airline paid for my stay - I was denied all SPG Gold privileges or courtesy. While I understand restrictions on program earnings due to the revenue source of the stay - general courtesy to SPG travelers would be recommended. I left this hotel feeling like because the airline paid for my room - I was just a body that they were processing for the night. As a frequent SPG traveler, I'll make note of this experience before my next booked stay at Westin or any SPG property.
July 10, 2012
Rated 3 out of 5 by travels4workand4fun Room mix-up, promises unkept
Booked into a jr. Suite, was told by front desk that I was upgraded to Governor Suite, but when I got to the room, someone was already checked into that room. Only available room was a downgrade to a basic king room. Staff adjusted the rate, but made no other amends. Next day, had to call housekeeping and front desk multiple times to get room made up. Finally received housekeeping around 5 pm. Front desk said they would "do something special" to make up. Nothing ever materialized, not even a few extra SPG points. The nicest thing about this hotel is the excellent and frequent shuttle service to the airport.
May 26, 2012
Rated 1 out of 5 by repus Worst hotel experience we have ever had
My wife and I stayed at the Atlanta Airport Westin on New Years Eve 2011 and could not have had a worse experience.
The main issue was the numerous parties that they had at the hotel that evening. We understood that being New Years Eve that there would probably be noise, but what occurred was way beyond any acceptable level.
It would have been fine if they had stopped the party goers after 1am or even 2 am, but the noise continued if full force till 5 am! At that point they started popping all the balloons to end the party! Since we had a 6am wake up for a 8 am flight we had only1 hour of rest.
When we complained to the front desk at check out we received no apology or sympathy and were told that "we hired security". Great, so not only were they loud, but they were potentially dangerous enough to need security?
In addition to the noise, we too had lady bug issues in our room as several others have mentioned.
I am pretty sure Westin was able to hire the only rude and unfriendly people in Atlanta.
As we told the useless staff, not only has Westin lost our personal business, but the have also lost the business of both my company and the company that my wife works for. We hope they made a lot of money on those parties, because they lost a lot of future revenue for the company.
January 9, 2012
Rated 4 out of 5 by justthefacts Comfortable room but pay parking
Had a short overnight stay so only there for about six hours. Small but well-appointed room. Beds are super comfy, with lovely sheets and lots of pillows. A little light on amenities, with only one bar of soap and no shower gel. Room smelled of cleaner which was a little disturbing when we initially got into the room but we decided we were too tired to ask for another room and we got used to the smell. At least the smell of cleaner is reassuring!
Surprised and disappointed by the pay parking. It's $12/day. The pay booth is in the lobby of the hotel so don't forget to bring in your parking ticket to pay it.
October 4, 2012
Rated 1 out of 5 by tracy1629 Disappointment
I have stayed at your hotel in the past and never had a problem. This time, the hotel did not meet my expectation. I was not reconized as a SPG gold member. The tempature in the hotel room was freezing. My heat did not work. I had to call the front desk on three seperate occassion. When I spoke to the front desk, they acted as if it was no big deal. They did offer to switch my room but I was on business for the week and had already settled in. Needless to say, I was disappointed. In addition, the fitness center was dirty and was not up to the standards of some of the other Westin properties I have stayed.
November 12, 2012
Rated 5 out of 5 by MrBiggs03 Great Hotel
I recently stayed at this hotel with my company Elite Marketing Group/Delta and i loved everything about the hotel. from the time i arrived in Atlanta and got outside to ground transportation, the shuttle was there and the driver was very nice. when we got to the hotel the staff was very welcoming and the lobby looked great. i had an excellent room on the 5th floor with a view of the airport and the pool and it was larger than others. the hartsfield-jackson room was really nice as that's where we held training everyday. this hotel was great and i would definitely stay here again and recommend this hotel
August 1, 2012