The Centurion Lounge by American Express — Attraction in College Park

First I have to emphatically state that every negative aspect of this review is admittedly a highly “first world problem” level of complaint and I only took the first time to write this because my wife and I had such high hopes for Atlanta’s newest supposedly “world class” airport lounge. If this were a struggling soft opening small business I would have spoken directly to the manager in private and offered heart felt support and encouragement to improve in these areas. However this is not American Expresses first rodeo and this lounge has been open for four months. I will also be sending this review directly to American Express. All the kinks in supply chain, training, employees, process and quality control should have been worked out months ago. We visited early AM on a weekday and were able to get into the lounge quickly. There were plenty of open seats available and my wife and I selected a comfy couch to rest and eat before our flight. We had three hours before our departure so plenty of time to get here at the E Concourse and return to A for our departure. The decor is nice, the views of the airport and the garden are well placed and there are lots of seating options for groups, couples, single booths for working in seclusion etc. so the location itself is wonderful. However, a big part of what I came here for was not the views and the atmosphere. I came here for an upscale Lounge experience, similar to the Miami, Charlotte and Denver Centurion Lounges we have experienced traveling in the very recent past. In those lounges we experienced truly top notch exclusive restaurant quality food and bar service. Sadly, at least for breakfast on a Monday, the food quality, coffee and table/dining service were severely lacking. Especially considering this is a new lounge. There were scrambled eggs that were clearly from a carton, turkey sausage a horrific bland gray color and an overall lack of options compared to other Centurion locations. The French toast casserole was ok but I did not try the cold cereal. There was a selection of whipped cream cheese in two different flavors, however there were no bagels to see anywhere. Based on past Centurion Lounge experiences I would have expected smoked salmon and bagels to be present if you’re going to tease me with chive or other flavored cream cheese. In fact the only toast was on a totally different buffet line. So unless you were going to put whipped chive cream cheese on banana bread you had to go to one of the other lines to get toast (and not a bagel) upon which to place the “fancy” cream cheese and then go to the other line to get it. There was a selection of biscuits and andouille sausage gravy, which was ok at best. There were pimento cheese grits available but no bowls in sight when my wife wanted to get some. The four espresso/latte machines were all in some form of disorder(out of beans of full of used grounds) when I went to get coffee, and I had to go inform a member of staff that there were error messages on the screens that needed attention. So no big deal, less than five minutes later I was able to get a latte, but by the time my wife made it back to get hers they were out of coffee cups. At the bar, which was a well stocked bar as far as I could tell, they had mimosas and we were hoping to get a Bellini for my wife, but they didn’t have the peach ingredient for that so we got a mimosa with Prosecco instead of champagne. I got a White Russian. Both of those were good drinks. But when I first walked up to the bar to order, there were DOZENS of visibly relaxing and flying fruit flies on the bar lemons. I had to point it out to the bartender, who obviously hadn’t noticed them yet. The bartender was polite and it’s not his fault they don’t stock the needed ingredients for a Bellini, but the flies are under his control and guests at this establishment should have to see that when walking up to order. Empty tables had used dishes and never saw anyone bussing tables for the duration...

Stars are for lounge size and options. Decent to very nice. Unfortunately without quality customer service it makes for not wanting to return and regretting choosing to bring in my guest for a fee.

If you’re front desk and walk through staff and can’t deal with customers in a mature, clear yet non toxic way then don’t work in the field! And certainly not for Amex Centurion lounges.

My partner and I were in the lounge the morning of May 5th 2024 and on the way out of country for dental and medical procedures. We may not appear challenged, but are and like most travelers we were needing a rest and also limb elevation. We both understand and accept company, policies and procedures, (no wee had not read this anywhere but maybe it’s posted) but to be berated in such a manner was not only rude and unnecessary, but worthy of being up for termination. We are both in Customer service for very reputable companies, (Arizona Biltmore and Hawaii Tourism Board) although that should not matter - and in asking the attendant to stop loudly repeating herself as I already had my shoes back in hand to put on, she said ‘I will tell you as many times as I like to do it now and call security’. I asked how many seconds do I have to get my shoes on? I’m not arguing, I’m willing to do so, but you’re really don’t need to repeatedly below at me. Apparently a minute earlier she had done the same to my partner, who was resting in another part of the lounge. We go to lunges to rest. Hawaii to Phx To ATL to San Jose, CR is a haul! It wasn’t only embarrassing but it was clearly unnecessary and very very aggressive. I think it was the person who checked us in at the front desk, who did not even use basic greeting etiquette and break a smile then. In addition in asking for a shower booking I was greeted with obvious annoyance, but it was done.

Telling us to you can’t sleep here (when I’ve earned my rewards and paid $50 for my partner) and we were not just resting. I was an tually on a call internationally and the recipient heard everything!

Being asked to take feet off couch and donning our shoes can be done in a clear, direct, yet kind manner.

Then patience as we do it. Surprise maybe but no argument. But both of us agreed to immediately, she stood there over us belowing orders, and I asked her to stop repeating herself, and she said ‘well I’m gonna continue as much as I want to’.

I said I have my shoes in hand and I’m trying to put them on but you’re stressing me out. There is no need to keep telling me without a breath between. Once again, she said, I will tell you as often as I like, and I will go and get Security.

My gosh, this is my first and last Centurion lounge in Atlanta experience. I wish never to see that person again. Unfortunately, she represents the company and facility. I write this from the waiting room for my partner two days later as she recovers from...

The American Express Centurion Lounge often aims to deliver a premium airport experience, and recent traveler reviews paint a picture of both impressive strengths and areas needing refinement. From the moment you approach, the experience can vary. While some appreciate the airy and aesthetically pleasing interior, often enhanced by large windows and a striking centerpiece tree, the entry process itself can feel a bit cumbersome, with a QR code system adding an extra layer to an already present line. A significant draw is the terrace, particularly the planeside one, offering a unique and refreshing vantage point when weather permits. However, this positive first impression can be undermined by a noticeable "off" smell and a lack of cleanliness in some areas, with tables left cluttered and food crumbs on the floor. Despite these lapses, the bathrooms consistently receive praise for their cleanliness. Seating options are varied, from semi-private rooms to diverse configurations, accommodating different preferences, though the lounge can become quite busy. Expectations for the food are generally high, yet experiences are mixed. One traveler found the offerings "not as good as I expected," even deeming them inferior to other lounges, while another enjoyed a meal featuring "tasty chicken, rice and desserts." Breakfast spreads can be average, with typical items like scrambled eggs, breakfast sausage, loaded potatoes, and fruits. While coffee machines are plentiful, a puzzling shortage of coffee mugs has been noted. The food service can feel "somewhat scattered," with "very few options to pick from." On the service front, the attentive wait staff consistently receives positive remarks, enhancing the overall guest experience. The substantial investment in these lounges is evident, with one newly opened Centurion Lounge in 2024 reportedly costing $100 million. However, minor details, such as the music choice, could be improved; a preference for "quiet harp or piano sounds" suggests a desire for a more relaxing atmosphere. Despite these areas for improvement, many travelers find their visit worthwhile, considering it a valuable alternative to other lounge options. The consensus suggests that while consistency in cleanliness and food quality could be better, the Centurion Lounge generally provides a comfortable and premium environment, especially with its unique features like the outdoor terraces. For those considering a visit, it's worth experiencing to understand...