Rated 3 out of 5 by tvlngman nice employees; some things overlooked
First the great things about this hotel. The staff was friendly and helpful and the midtown location is great. This is the first time I stayed at a W hotel and had a couple room issues I would not have expected from this type hotel. The television did not work. I discovered it late in the evening so didn't want to go through getting it fixed. So I planned to read in bed and the knob to turn the light on was missing. Maybe this is a fluke but I have stayed at what I thought was lesser quality hotels and had better luck. I reported the room issues when I checked out and I am sure they would have fixed it if I had called when I discovered them.
October 13, 2013
Rated 5 out of 5 by prftex favorite hotel in Atlanta
Great location, rooms, and amenities, including (perhaps especially) the bar and restaurant. Can get overwhelmed by crowds at times, however...
November 5, 2011
Rated 4 out of 5 by Throaty Get there early for breakfast!
Nice hotel, but on a not very busy morning, we had to wait for 10 minutes, because as the food was freshley cooked (in most hotels, an omlette would be...) the chef could only go so fast. Does this mean you only have 1 chef on in the morning?! As I say, good job there wasnt 'a rush on!'
July 11, 2014
Rated 5 out of 5 by UnicornPnc3ss Whatever/Whenever
I travel for business every week Monday – Thursday which means on an average month half my nights are spent in a hotel. Given that fact it is of the utmost importantance to ensure when I stay somewhere it has all the comforts of home and meet my needs because being in a town where you don’t live makes traveling a lot harder than it should be. I have been traveling to “The Dub” midtown since February and I have to say based on all of the other hotels I have stayed at in different cities internationally and domestic, the staff here really knows how to make you feel at home; not only if you are a pleasure traveler or a business traveler. They really embrace a luxury hotel mentality and make your experience here the best it can be. There are several employees here who truly care about the guests and want to ensure their experience here is a memorable one. I have to say based on my stays I have never met such a phenomenal staff like Reggie, Byron, Scott, Tamera, Melissa and Michael. Hands downs if you have to come to Atlanta you absolutely need to stay here, and I don’t think it takes someone who stays in a hotel over half the nights in a year to tell you that.
July 24, 2012
Rated 5 out of 5 by wmson6465 Service with a smile
Excellent service with the oppropriate expectations set from the moment greeted at the door through check-in!
December 5, 2011
Rated 2 out of 5 by RJD77 Noisy and Impersonal; No Status Benefits
No status acknowledgement at check-in, no Platinum options offered. No upgrade even though Suites were available to book hours after checking in - this is sadly the norm. I stay here regularly and no matter which room/floor the rooms are extremely noisy (this week I was able to hear coughing, talking and TV from next door rooms, footsteps from above, every conversation happening in the halls), loud elevator noise even though the room was 1/3 the way down the hall. There are always maintenance issues (blown lightbulbs, loose shower fittings and tv cables). The bright stars are the bar staff and the valet guys who are always friendly and helpful.
February 22, 2013
Rated 5 out of 5 by ATAR Exceeded My Expectations
My every "wish" was met:) Most pleasant hotel stay I've experienced and I travel often....
September 17, 2012
Rated 3 out of 5 by mrgotter This is a W?
Probably my least favorite W property and I've stayed at a lot. Had to change rooms 3 times, the reception staff was not as professional as what I am used to with a W. Calling for my car in the morning I thought i was calling a call center in India...just not the experience i expected with what W usually delivers.
July 9, 2014
Rated 2 out of 5 by dhs1 worst bath fixtures
The sink and shower head were the worst- sink was too shallow- may be "stylish" but certainly not practical for travelers- the shower head trickled and was not adjustable- again stylish, but poor choice
July 12, 2014
Rated 1 out of 5 by Hlbriggsau Overcharged and won't resolve it
We really enjoyed our stay until the morning of our checkout. The water was off in the hotel. This was not really a big deal as we all know emergencies happen. We were given a letter slipped under the door stating to help ourselves to comp bottled water. Since the letter nowhere stated where the water was we used the water in the room. Upon leaving we noticed bottled water outside our door.since I'm not a mind reader I had no idea it was out there. In the end we were charged for the bottled water we used and the billing department is NEVER in and they haven't returned my numerous voice mails. I will never stay at a Starwood property again!
October 3, 2012
Rated 3 out of 5 by mikeydc65 its all in the details
Great hotel stay, but they lack an attention to details. No concierge on duty - the entire five days, I had to call and leave a message which he/she never returned the call. Housekeeping was very unreliable. Came back from meetings one day at 6pm and the room was still unmade. The next day they shook the pillows out and feathers were all over the room and they didnt bother to vaccuum them up. The carpet had sticky areas and really needed to be cleaned.
July 2, 2014
Rated 3 out of 5 by Rasputin123 Shabby for a W!
My expectations were reasonably high. But when I arrived, I found the entrance to the hotel inside shabby and rather industrial. And I don't mean shabby chic. It looked faded and in need of refurbishment, even though I am told the hotel is fairly young.
The room was called "Spectacular". It was in fact, on the grubby side. Tired furnishings with stains on the sofa. Dark and rather dingy. Clean, If this is the spectacular room I would hate to see the Wonderful room.
Hotel public rooms and bars are boring, dark and unimaginative, although the outdoor bar at the front entrance is somewhat interesting.
I will NEVER stay in this W again. Ever.
September 10, 2012
Rated 1 out of 5 by PatriciaL I visit every year for the past six years for our anniversary
My room was dirty and very dusty as if it had not been cleaned in weeks, the hallway carpets looked as if there was a party on the entire floor it was filthy, I went to front desk and told them I would like it cleaned they offered to move me to a room equivalent to a downgrade, which I declined. They sent housekeeping to room, I waited for hours then was told that supervisor looked over the room and it was great. (i took pictures prior to leaving), the room was just as dusty as I left it they did manage to dust the desk and tv, I had the room serviced the following morning and the same the night stands and fridge and bed head was still untouched and the dated pictures show the dust accumulation. At the pool my wife was coming up from the water and the hand rail pulled completely out on her she was so shook up behind this, i also used my phone to take pictures of this. My B'Day is on 7/15 and I always have a huge party, our anniversary is on 7/19 and we always go to the W as our relaxation after celebrating. This time was very disappointing. I was truly disgusted and grossed out. On top of this I had a late checkout and this was stated from when I checked in, and at 6 am in the morning the housekeeping crew was banging down my door to tell me it's checkout...totally ridiculous
August 11, 2012
Rated 1 out of 5 by affayne WORSE STAFF EVER!
I had the worse experience ever during an event I held at Spice Market at the W Midtown. Not only were they rude, the front desk staff were confrontational & even threaten me & my guest. They spend time socializing with one another & allow guest to wait 10 to 15 min before acknowledging you. As well, they do not have very good listening skills & do little to nothing to help you with your issues.The valet also were understaffed during a holiday weekend making us wait 45 minutes just to get out vehicles. I would never stay there nor would I host another event. And I would never recommend them to my worst enemy let alone friends or family.
May 27, 2012
Rated 5 out of 5 by LRich1 Wedding Party
Nothing but great things to say about this hotel. The location, the staff, the food, everything was perfect. I was here for a wedding and arrived a couple of days early. I took advantage of the Whisky bars outside seating. What a wonderful place to unwind and people watch. The drinks were great, the food was memorable and the service was outstanding. The same can be said for The Spice Bar which is where the rehearsal dinner was held. Bliss Spa was clean, professional and pleasant and my manicurist Keisha did a great job! I will definitely recommended this W hotel and will be staying here again on my future stays in the Atlanta area.
July 1, 2013
Rated 3 out of 5 by SPGuserbtrfly Inconsistent Service Put a Damper on Experience
We purchased the Indulge Package and expected a level of service when it came to the amenities we purchased. From the check in, "Gary" I believe was his name, presented an unfriendly introduction of the hotel and failed to give us guidance on how to use our package. We were given no instructions on how to obtain our entry tickets, when our champagne would arrive or when we could have dinner. I made over 3 calls to the front desk for guidance. Each time, I found myself repeating myself. I was asked more than twice, when did I make my reservation for the hotel. Not, what I would have expected since I know the Starwood brand very well.
January 4, 2012
Rated 3 out of 5 by AutumnLisa Beware of added parking fees!
Interesting decor- kinda night clubish, esp. in regard to the lighting- low throughout. Nice comfortable bedding. A worker was loud in hallwall at one point, even knocked on our door (reason unknown) yelled sorry and moved on? High rate- not really that special to merit in our opinion. One very irritating issue: attached parking is public and costs $23. a night! Not included and not clearly stated. I've been to several other hotels that have such adjoining public parking which is offered complimentary to hotel guests. My initial compliant was not well received, yet a manager quickly offered to refund the cost which was appreciated.
January 3, 2013
Rated 4 out of 5 by Steege2010 A little worn, but great staff
The rooms and public spaces could use some repairs and updating. The staff was really excellent, from beginning to end. Efficient and friendly. I will give particular kudos to Brooke and Brittany behind the lobby bar. Both could not have been more charming and professional.
July 6, 2014
Rated 5 out of 5 by Pokie49 Our Stay at the W-Midtown, Atlanta
My husband and I were in Atlanta for the weekend to attend my brother's wedding., We stayed at the W Hotel and we must say it was an excellent experience. All the employees were so helpful and the customer service was absolutely great! The hotel was very clean and the food was very good. The night life was so much fun. We look forward to our next visit to Atlanta and of course our stay at the W-Midtown.
June 30, 2014
Rated 5 out of 5 by khzoom Great ATL downtown business hotel
It was a quick taxi ride to the GA Congress Center. Lots of informal, comfy meeting spaces scattered throughout lobby and upstairs. We will definitely be back.
July 7, 2014
Rated 3 out of 5 by TravelinKen Great neighborhood - frustrating stay
The hotel is in a great area of town. There are many restaurant options that are walkable and nearby.
Unfortunately, when you experience a lot of little problems and inconveniences it just makes for an overall frustrating experience.
Before arriving at the hotel I had read some reviews that mentioned that the Internet was extremely slow (dial-up slow). Knowing that I would have to be working while there, I emailed the hotel to ask if the Internet problem had been addressed. The IT manager wrote back to let me know that there were some problems but they have been addressed and now the free limited internet was faster and if you paid the daily fee, the higher speed was about 2MB.
Upon my arrival at the hotel, the driveway had cars backed up on the street to valet park. Luckily there is a mall connected to the hotel and there is a self pack right there off the W Hotel driveway. Avoiding the lines and drama I opted to self park! The front desk staff were pleasant and friendly. I went up to my room and noticed immediately upon walking into the room that there was a small hole (paper punch size) right in the middle of the top bedspread. As I went to put some clothes in the drawer the second drawer was broken and when I pulled it out it fell right to the floor. By now my computer had booted up and I connected the wired line to the computer and….nothing. The IT manager did make it a point to call my room to make sure I was connected so I let him know that I wasn’t. They sent a staff member up and pulled the desk away from the wall and found out the cable wasn’t connected. They returned with a new one and then I was up and running. Unfortunately, the connection at this hotel wanted to keep putting everything in a frame and none of the web pages I accessed worked correctly, the connection was slow and it kept timing out (this was the PAID connection speed). I couldn’t connect to my office VPN or any secured web pages through that connection. At one point I also had my phone using wireless but decided NOT to use it because it was faster and more reliable getting a 3G connection.
After walking around the area I went to my room and wanted to use the shower but I could not get any hot water. I turned it all the way to HOT and left it running about 10 minutes and still it was ice cold. Another call to the front desk and they sent up an engineer who pointed out that I shouldn’t pay attention to the HOT/COLD label on the shower control. HOT was actually just below center on the COLD side. Moving it up or down from that point would make the temperature cooler.
I really wanted to like the hotel because it’s in a great part of town but it wasn’t the best experience. If you don’t need to park or don’t need the Internet you will probably enjoy this hotel a better than I did.
April 30, 2012
Rated 1 out of 5 by Lippy Too Noisy to Sleep
Walls in room must be very thin. Stayed on Fri/Sat night. Big mistake. Had to call front desk both nights due to excessive noise. One night it was from the TV in adjoining room & the other night it was from a party upstairs. Also, lots of problems with key cards not working & it took over 30 minutes to get into the pool Sat morning. Two trips to front desk to change my key card..not the problem..another with security..finally operations director was able to access entry. Big Hassle. On the positive, the staff was very helpful and friendly and the Bliss spa was nice. The front desk generously extended our late check out to 3:00.
June 3, 2013
Rated 4 out of 5 by LuluJack Good Stay, but a couple improvements
I went on a holiday weekend and it was surprisingly not crowed. The staff was friendly and helpful but when calling for things to be delivered to your room it felt like it took forever (had to call twice to make sure we weren't forgotten). The Whenever, Whatever policy is legit. They really strive to meet all your needs.
I was a little put off on the parking situation but that comes with planning for your stay. If you have no problem with valeting your car expect to pay $32/night. The good thing is that you can go in and out as much as you please with the extra money you pay per night. There is an alternative to park in the public garage that is right next to it, but you would be spending more money doing that; so you really are left with no choice but to valet.
Be cautious with the "in room" munchy bar. You may find yourself being charged for things that you didn't even drink or eat. If you take things out of the fridge to make room for something you purchased from a restaurant or grocery store and store them in the fridge, there is a possibility the staff will overlook that and think you drank the drinks and charge you and exorbitant amount of money to your room; So beware.
Overall, I enjoyed my stay. There was a lot to do nearby and sometimes in walking distance. If ever back in Atlanta, I might stay here again.
July 9, 2014
Rated 4 out of 5 by Marc69 Fun atmosphere - slow to respond staff
Staff seemed over whelmed by the number of guest and were slow to respond to room cleaning and valet parking request. I was also over charged for parking...
July 6, 2014
Rated 4 out of 5 by Aznmacboi Good stay
The W Atlanta Midtown was a nice experience. We stayed in a room which, honestly, was just an "okay" room. There were just a few small cosmetic details that needed to be tended to including the scuff on the desk and I'm not really sure if the top and last drawer were supposed to have pull handles on them or not but they were "missing". There was also an obvious patchwork place on the wall. Also, there was lime on the shower head. On a positive note, the bed and pillows were amazingly comfortable. And the staff put the "W" in wonderful. From the front desk and concierge to the bartenders in the lounge, everyone was exceptional.
January 15, 2013
Rated 5 out of 5 by Michael77 Outstanding Stay Despite Minor Inconveniences
According to the “Guest Services” section on the W Hotels page of the Starwood website, the first section states, “Anything you need...[a]t W hotels, it’s always whatever you want, whenever you want it.” This approach to service and hospitality has manifested into a team of Talent that has far exceeded my expectations, resulting in a romantic, enjoyable and memorable New Year's week-long vacation.
Before placing the reservation, I was hesitant to book because of unfavorable reviews. I wanted to stay in Midtown and know there are numerous hotels; however, I decided to book because of the positive feedback posted to guests’ negative reviews on Trip Advisor. I am happy with my decision and will stay again the next time I have an interview scheduled since I am preparing to relocate.
A few minor issues (that were addressed promptly):
1. Noise from setting up an event on the 27th floor woke me up
• Resolution: A call to Whatever/Whenever resulted in an offer to relocate me and a sincere
2. Reservation included a request for a coffee maker, but one was not in the room
• Resolution: A call to Whatever/Whenever resulted in delivery of a coffee maker within 5
3. The safe door was open, but not unlocked
• Resolution: A call to Whatever/Whenever resulted in a visit by a polite gentleman who
unlocked the safe
The Talent undoubtedly makes guests feel special, that they are not only staying in a hotel, but also receiving a level of professional, friendly and prompt service. I travel frequently and it is refreshing to interact with staff who have a great sense of humor and are not robotic. Every Talent member was fantastic and whether I have called or met them face‐to‐face, I have walked away smiling and laughing.
When I called to inquire about an upgrade, she assured me she would do all that she could to accommodate my request. She followed up with me numerous times and I discovered later that she had communicated to your team my request for an upgrade. Suite 2403 is stunning. When close friends came to visit, I called a few times with requests (like lime juice) and Candice could not have been any more cheerful or accommodating.
The day I called to verify if a suite was available, Mary called me. She apologized for the minor issues, acknowledged that she knew this was a special trip and wanted me to enjoy the rest of my stay. Her call was unexpected, but top notch.
I think Vanessa’s real name is “Bundle of Joy and Spunk” because she exudes so much positive energy. The current Oxford dictionary has her photo for the word “Joy”. From phone calls to meeting me at my room because my key cards were deactivated, she went the extra mile to take care of me.
Vanessa and Katie
When I viewed my folio on the TV, I noticed a difference in room rates. Vanessa handled the initial call and advised me she would be happy to resolve the issue once I emailed my reservation. I then received a call from Katie who explained in detail the reason for the difference and offered me a resolution that I just could not pass up. I was smiling so much during the call that my cheeks began to hurt.
Garett and Katie
When I went downstairs to have my key cards reprogrammed, the well-‐mannered Garett greeted me with a warm smile and asked to excuse himself while he went into the office. I thought something bad happened, but then he came back out to introduce me to Katie, whose positive energy makes her Vanessa’s twin. Katie genuinely asked about what brought me to Atlanta, learned about my job interview and was easy to converse with.
Unknown Awesome Talent
As I was leaving for dinner with a friend, I heard a knock on the door and was surprised it was an indulgent, healthy amenity with a personalized and handwritten card wishing me luck on my interview. The gesture and card almost made me shed a tear until my friend punched me.
When I asked for lime juice, Sparkles was exactly full of sparkles. She was so cheerful to deliver lime juice. Lime juice does not make me smile that much, but Sparkles greeted me with a smile that looked like she had won the lottery.
The Talent listed above have a solid grasp on hospitality and I cannot thank them enough.
Execution is not flawless, but when given a chance to resolve issues, this W delivers.
January 17, 2012
Rated 4 out of 5 by Kdog7 Cool vibe, excellent value
Great location, loved the look , reasonable food and beverage at pool
July 7, 2014
Rated 4 out of 5 by mrmrs poor room service
great facility, lovely location, poor room service
July 7, 2014
Rated 1 out of 5 by alexine nightmare
This was the worst hotel experience in my 40 years of travel. it was a nightmare. I flew to Atlanta and arrived at the W at 8 p.m.; i was very ill with the flu and only wanted to relax and get some rest before an important client meeting the following morning. I put my clothes, computer and work cell in the room and walked out with my wallet to get a cup of tea at the spice market and read business papers. I returned to my room and found that the electronic lock did not work. I called for help and in 10 minutes someone arrived with new keys--they didn't work either; then, 20 min later an engineer arrived and could also not make it work. I was told security would be sent up shortly to force the lock open. I waited in the hallway, feeling faint from my illness, and had to call the front desk 3 times to find out where security was only to hear. "they will be there shortly." By now, it had been an hour since I had been standing in the hall waiting to get into my room with little to no communication from management. When security arrived at around 11 p.m. the manager gave me a guest room to sit in to wait while they commenced drilling. I was relieved until I looked out into the hall from where I was waiting only to find no one there, the lock still not working. No one had bothered to come by and give me an update. I had to go down to the lobby to inquire what was happening; I was told they had to stop "due to noise complaints." They did not bother to offer a recommendation for what they would do for me in the meantime. I reminded them I needed my medication and to get some sleep immediately; I demanded that they continue to drill and get the door open. It was like talking to cardboard people with no emotion.
It was now around midnight and i asked to speak with the general manager to complain; I was told no, he was sleeping and wouldn't do anything different anyway.
they stressed that I would not be getting in my room until the following morning and that I may as well just go to bed in the room they gave me. I told them again i had no supplies and I was sick and had no way to get what I needed. they at least offered to run out to the CVS and get essential items. i gave them a list and they returned with the OTC meds and gave me a toothbrush. While they were gone, I realized I needed a couple of more items but since I didn't have a way to contact them, they had to return to CVS. They were not happy about this but they did go back and around 1 a.m. they brought them to the new guest room but with a bit of an attitude, like I was really being unreasonable.
I was promised by the night manager that a locksmith would arrive at 7 a.m. and I would definitely make my meeting.
The new room I was given to sleep in was near the elevators and I could hear the elevator cars go up and down all night which kept me awake. The following morning I got up at 7 a.m. hoping to find the drilling commencing only to find no one working on the door lock. I called the daytime manager and reminded him that i had a 9 a.m. client meeting that I had flown into town for and I couldn't miss it. He was at least conciliatory and offered to send breakfast up to me while we waiting for the engineer. I thanked him.
It took the hotel until 8 a.m. to send a new engineer up to investigate the door. This engineer arrived but had not been briefed on the situation and said, "I understand you can't get in your room, I've brought new keys." I informed him he was to be drilling, not using card keys.
Once he understood my predicament, he was the first person to take my complaint seriously and acted with urgency. Within 5 minutes he had security there with the same drill they had used the night before and within 15 min he had the door open. By now I only had about 35 min left to pack, get ready for and arrive at my client meeting. I was tired from not sleeping the night before and still quite ill--no thanks to the management of the hotel.
In addition to the minor purchases they brought me from CVS after midnight, the daytime manager comped my room and my breakfast and arranged for a car to drop me off at my appointment. He was at least a little more helpful than the night team. While I would normally have accepted what he offered me graciously, it didn't begin to compensate me for my lost sleep, my discomfort, the wooden attitude of the staff, and their lack of urgency or even procedures over the problem. It could have all been resolved it they had just kept drilling the lock for ten more minutes the night before and let me get into my room.
Suggestions for improvement (not that I'll be back):
* Have a locksmith available 24/7
* Train all staff to show empathy instead of talking to customers as though reading from a script. The woman who brought me my breakfast in the morning at least acknowledged she knew about my situation and offered what appeared to be a sincere apology.
* Act with a sense of urgency when a customer has an issue
* They should have explained to guests who were complaining about the drilling: "we apologize for the inconvenience. I'm sure if you couldn't get in your room, you would want us to resolve it immediately. this will only take 10 more minutes." I would have been impressed with that, but no, they favored other guests over the one with the emergency.
* Don't lie to your customers and tell them one thing to "get them off your back" and then do another. The night manager had no intention of having a locksmith there at 7 a.m. yet that was what he told me. In fact he didn't even leave an appropriate message for the next shift or follow up to make sure things were progressing as expected--there was NO ownership of the issue.
* Own the customer issue--take responsibility.
December 7, 2012
Rated 2 out of 5 by ann777 worst w experience to date
-foyer and hallways dirty
-key card didn't work in elevator
-floor lamp in room didn't work-I asked for it to be fixed and it never was so i had a dimly-lit room
-whenever, whatever button rang to a busy signal every time i tried to call to desk-didn't work for entire stay
-no help was offered with my luggage
July 1, 2014