Homewood Suites by Hilton Atlanta Lenox Buckhead — Attraction in Atlanta

Anyone seeing this review, stay away from this hotel at all costs! They do not care about their customers who are employees or of Hispanic origin. I am still in shock about the events that happened at this hotel. I believe we were treated unjust by staff member Santonio (name given to us).

We booked 3 rooms here through my grandfather’s employee discount because we usually love all Homewood suites. The first night we were at the hotel everything was perfect. Everyone was friendly, and the check in process was quick. The next day on 12/28 we decided to extend our stay an additional day. We were in a hurry (going to the Georgia aquarium) so we never got our complimentary water that we get through Hilton Honors. We also had no room service because they only have it on Wednesdays. Upon our arrival from the aquarium, my mother had gone to the front desk to ask for her water and an extra towel for one of our rooms. Santonio was away from his desk eating with some woman on the other side of the lobby. When she called him over he seemed irate to be interrupted and told her that she had already gotten water at check in. She explained to him that she didn’t, he responded with attitude but gave her what she asked for.

Later, my aunt from another room went to the front desk to ask for towels and I was with her and our 2 children. He proceeded to be rude to her and told her he wasn’t going to give our group anything else because we were breaking hotel policy and having 12 people in one room (a lie because we had 3 separate suites and there was 10 of us). She responded by saying that that was not correct and asked him why he was being rude to her. He proceeded to mention that we had the “employee discount” (something he mentions about 6 other times during this situation) and that he was not going to talk to her anymore and that my grandfather needs to come down and talk to him instead, that he wasn’t going to talk to any of us ( not sure why because we were added as authorized guests to each room). At this point my grandfather and mother have also came down and he proceeded to be rude to them. We asked for a manager or supervisor, he tells us he’s the manager. My grandfather doesn’t speak English so they were trying to translate for him to explain why we needed the towels (human decency would say to just give us the towels since housekeeping wasn’t available that day) Santonio kept saying he wouldn’t speak to anyone. He then proceeds to tell us that we either leave the front desk or we have 40 minutes to get out of the property. My mom tried reasoning with him and kept asking him to why he was treating us this way but again he said that we were on the employee discount and that he didn’t have to talk to us. She went on the side of the front desk, NOT close to him as he will have you believe ( if the management is seeing this please look at the cameras), trying to plead with him to talk calmly but he told her to back up and then called the cops to remove us from the premises. The cops came and we were forced to take our stuff out of the hotel, we had 2 children, another autistic child with us, a senior elder, and my stepfather on dialysis who had to witness all this.

Throughout this whole ordeal he kept mentioning that we were on the employee discount ( I’ve said this a couple times since he did as well) and that we barely spoke English ( he explained this to the cops as well.) He also told the cops that my family was “hostile” and that’s why we were being kicked out ( another lie).

Please do not come to this hotel. Go to a hotel that treats ALL their guests with kindness and human decency. To management, please give more training to your employee, if he treated us like that, it means he’s treating other people like that just because he doesn’t want to do any extra work like get people some...

After three weeks of trying to get this issue resolved, no compensatory actions have been completed towards me and two of the other members of our party. So, it is time that @Hilton, specifically Homewood Suites, in Atlanta GA, be held accountable for the unsanitary and bedbug infested state of its hotel rooms. These photos and videos were taken in two separate hotel rooms. Upon our arrival, at approximately 6:30 pm on a Thursday evening, my friend and I checked into our adjoining suites. Upon entering the room, the heat from the room was sweltering. One room was 77 degrees and the other room was 86 degrees. The front desk clerk was notified about the heat in the room. We were told that the maintenance person had gone home for the day, and that the manager would be contacted , and an attempt would be made to either have the air conditioning fixed , or our party would be relocated to different room. At approximately 10:30 pm, while our party was preparing to return from dinner, the front desk clerk was contacted via text message, with an inquiry about the state of our current suites. A reply was received from the desk clerk, stating that unfortunately due to the festivities in Atlanta, no other rooms were available at the hotel. After reading this, I contacted customer service to see if a resolution could be had, due to not wanting to have to sleep in 77+ degrees rooms. The customer service lady was very condescending , and asked if we( our party) had not talked to the front desk clerk about our current situation. She was informed that we had spoken with the clerk , and were told there were no rooms available. However, after having called customer service and speaking to the clerk again, somehow two king bed rooms became available. After moving to our new rooms, the linens were found to be soiled , as denoted in the pictures below. The front desk was contacted again. We were given linens to change our own beds. The next day we spoke to the General Manager, and after he viewed the videos and pictures, he said that the state of the rooms was unacceptable. He asked us how this could be resolved. We told him that comping the rooms would suffice. He agreed to this, and he then stated that he would give EACH member of our party 30k Hilton points. After the Beyoncé concert , that Friday evening , we all arrived back to our king bed rooms that the four us had to share, because our suites would not be available, due to the compressor being broken in th air conditioning unit and it needed to be repaired. When I went to place the linens on the pull out sofa, I immediately found a bedbug ( seen below on the cushion, and then it was placed in a cup). We immediately went to the front desk clerk( the same one from the day before ), informed her of the bedbugs , and told her we were leaving the hotel. The next day, the manager was again contacted and he agreed that my friend and I would receive an additional 30k Hilton points. I have not received my Hilton points , I have talked to customer service several times, including speaking with both the assistant manager and general manager of the hotel. This whole ordeal has been frustrating, and inexcusable. Do not stay...

I made a reservation for April 22-25 at the Homewood suites by Hilton in Atlanta Buckhead. I’m emailing to express my concerns and disappointment and how I was treated at this establishment. This was my first time making a reservation and to say i am beyond disappointed would be a understatement.

This reservation was made through booking.com

I called the Buckhead Homewood suites at 3 PM April 22 to confirm my reservation. I also informed them that I will be coming after midnight due to traveling five hours from Florida. I confirmed at that time that a late check in with OK and I was told “yes, we have your reservation confirmed and you can check in as late as needed.”

We arrived to the hotel around 145-2am. When I entered I was told by the manager Charles that my room was canceled at 3 PM due to an invalid card. I pulled out my phone to verify through booking that my card had been confirmed and was not invalid or declined.

I let Charles know I called the Hotel at 3 PM to confirm my reservation. He asked me who I spoke with I told him I do not remember his name however I knew for a fact he told me my room was confirmed.

Charles let me know at this point I needed to call booking.com because they had canceled my room and it was no longer available due to invalid card. This is a card that had more than $3000 on it.

The only room that they had was a 1b room for $505 per night. I made a reservation for 2 beds $400 for two nights. So that was not an option for me when i was checking in so late. I asked Charles why did I have to call booking seeing that I spoke to his employee and confirmed my room.

Charles did not respond he just kept repeating call booking. He repeated this as i was talking in front of other guest. I let him know we had driven five hours and I had a one year old in the car and we have nowhere else to go and he did not care.

I asked him could he please call another hotel through Homewood suites for us to see if any other locations had rooms and he said no he was unable to.

After I kept asking him how could my card be invalid when it’s clearly confirmed online, Charles pointed towards the door numerous times and asked me to vacate the premises.

At this point you can imagine I was in tears because we had driven five hours and now we were being kicked out of a hotel -that had my card confirmed with a cancellation fee of $200.

I called booking immediately and they said that my card was not invalid and my reservation was still confirmed. Booking tried to speak with Charles themselves but told me they hung up due to not getting anywhere with him. Bookings representative also let me know the only result they came up with is that my room was given away because there was nothing wrong with my card.

We spent the next 2 1/2 hours calling around Atlanta trying to find a hotel in a car with a very upset child. We did not lay down...