Holiday Inn Express Atlanta-Stone Mountain by IHG — Attraction in Mountain Park

I was a guest the weekend of September 11th for my sisters wedding. I booked two rooms, one for myself and the other bridesmaids and one for the bride. The groomsmen also had a room. After driving from Charlotte, at Check In I was told that this property did not accept my form of payment as per management which was the same card I used to hold the reservation. This should be stated on your website, as I was an out of town traveler and had I have not had another credit card,

I nor the bride would’ve had a place to stay and get ready. Prior to arriving, I called and asked for a late check out for the brides room as her wedding wasn’t until five. Any time later than 11 would’ve sufficed. When my sister, who checked in on Friday, was told via the GM that the latest check out would be at 12, she asked for at least a 2pm which was not even entertained by him. I was thoroughly annoyed at the lack of understanding by someone in the hospitality industry.

I hardly ever leave long reviews but I feel I’d be remiss if I didn’t take this opportunity to point out a few things. I’m the RC for a very large property owned by a different company, so I have inside knowledge about the struggles of this industry as well as what types of considerations are given. To tell a bride (who explained her difficulties regarding her wedding in deep detail to the front desk) that “there’s nothing more that could be done” in regards to a ONE ROOM 2pm check out, is asinine and callous. To leave your already exasperated front desk team with the responsibility of having to agitate guests when a pardon could be given, is sad and unfair. To the GM, I implore you to seek work in a different industry if you do not feel empathy for your guests. If the “no” was about housekeeping boards, her room could’ve been moved to the night shift, as the housekeeping staff was on my floor well after 5pm to flip rooms. Do better and be better.

Aside from this, my stay was pleasant and the hotel was comfortable. I have to mention Kimberly who was kind and empathetic from the start to the finish. Maia who I know is overworked and did her best to find a solution to our problem, ultimately asking the GM if we could use your meeting room to get ourselves together. Jessica who was so fun and helpful, and Miss Jackie, who offered words of wisdom and has a beautiful soul. Also, the housekeeping staff is amazing. Thank you on behalf of our entire...

First off, this is a nice hotel for a one night stay. Very comfortable room. Good breakfast. I thought the young man at check in was great. Made me feel welcomed. HOWEVER, the low ratings come from my interaction with the front desk manager upon check out. My room key had been decoded so I was locked out of my room when trying to get a luggage cart. Ms. Todd recoded another one but it didn't work. So, on the additional trip to get a key that would work, I also asked for some type of receipt even though I had used my Rewards Points for the stay. She immediately stated, 'It's not our policy to issue receipts on Rewards Nights." I stated that is no way to treat a Platinum Elite IHG customer. I even told her I had stayed at 2 HIE's the previous 2 nights and had received them at those locations. She stuck to her guns. I grew angry and felt disrespected as a "valued customer". She turned the whole interaction around on me and the fact that I was angry and refused to issue me anything. She called a manager from a different property. I showed and explained to him what it was I had received. He was able to get me what I have learned since that stay is called a blank folio. That's all I wanted - some proof that there were no additional charges and what I had received from other properties. Based on the fact that Ms. Todd is a front desk manager and didn't seem to respect ,my value as a high level customer, I would NEVER stay at this property again. Managers should know better and she seemed to really make an issue out of a simple request. It was all based on a term but the fact that other HIE properties have had no problems with the request, I am extremely disappointed in management...

Let me start off by saying that I WILL NEVER STAY HERE AGAIN! This hotel is definitely not equipped correctly. I stayed here for business and they didn’t make my stay very pleasant. The housekeeping people are VERY LAZY. They like to snoop around your room but hesitant to clean the room, change linen and clean the bathroom with fresh towels. I had my whole family with me during this visit so I would expect for the hotel to be top notch. Some days that we did get towels they either were dirty or had hair on them. The pillows had these blue stains that housekeeping allowed to stay on our beds. We practically had to beg them to clean our room. The whole entire staff is very unprofessional and rude especially the General manager ALTON! This young man is VERY DISRESPECTFUL! This man wanted to charge us $250 for a blanket that was in The babies crib because it had a stain on it. They assumed it was a permanent marker which in fact it was a orange that our daughter was eating. We got the orange out of their lobby where they serve breakfast. Instead of asking us about the blanket they automatically tried to charge the card. I know for a fact any type of food will come out of a blanket. Instead of ALTON talking to someone in a professional manner he choose to be very rude and disrespectful. I will never waste my money and my time ever again at this establishment. If you know like I know please run far away from here. I definitely learned my lesson and I will take my business and money to a better loyal hotel that treat their guest like they are supposed...