The Westin Atlanta Perimeter North — Attraction in Sandy Springs

False Sense of Security at this location! We stayed at the Westin Atlanta North Perimeter over the Labor Day weekend as a trip to visit family and booked two rooms. Our Hertz rental car (2023 Cadillac Escalade) was stolen from the Westin pay parking lot! The hotel charges $20 a day to use their parking lot which uses a room key to enter and exit the lot and there appears to be trees and shrubs that lined the entrance to the lot which gives a false facade of a secure area. You can imagine how in shock we were when we learned that our rental car was stolen. It was Grand Theft Auto, only this is real. And we were not impressed when the supervisor on duty came out and said that this has never happened here at this property and there are no security cameras in the parking lot because it was a liability. Moreover there was no contact from upper management after we requested three times for the General Manager (Thiery) of the hotel to contact us. After waiting 30 minutes for the police to arrive and filing a report, we found out from the officer that there have been an increase in car thefts around the area, especially in wealthy communities. Given the amount of time that has lapsed, the stolen vehicle was probably outside the Atlanta area by now and on its way to south GA to be stripped of parts and sold or to Florida to be sold overseas. A serious crime ring operation! Learning this information was unsettling, given we picked this location because it was outside the perimeter of Atlanta and appeared to be in a historically safe suburban business park near an upscale mall and high end restaurants. After contacting Hertz at the airport, a representative shared that there have been a number of rental car thefts happening in the area.

The Westin’s hotel GM never called us and instead sent a parking lot supervisor to reach us. While speaking to the parking supervisor he asked why we didn’t ask for the GM right away. Then realizing what he said, he back tracked and said you were probably busy trying to get a hold of the police and the car rental company as well. Then he asked to meet us and show him where the car was parked. After we showed him where the car was parked, he whipped out his camera and started taking pictures of the area where the car was parked but did not explain why he was doing that or what their hotel protocol was. He seemed to understand how shaken we were about the incident however he could not address our concerns for safety. We suddenly noticed that on the other side of the parking lot was an area with no trees and low shrubbery near the fire hydrant. An exposed area where someone could easily drive over and out of the lot. After speaking to a hotel employee, we learned that even some hotel guests who didn’t want to pay the parking fee, would drive over those low shrubs to park in the lot for free! They’ve known about this for years but management still did not secure that part of the parking lot!

To this day the General Manager has not contacted us. It is apparent that the security of their hotel guests is not a priority. A hotel representative at the front desk did express how badly they felt about our situation and waived our parking fees for the entire stay, but that was all he could do. He did take down our numbers and said he would pass the message to have the GM contact us. Still no phone call from the GM. We have been Marriott members for a long time, over 25 years and are Titanium level members at Marriott. When we have had issues at other Marriott owned hotels, the General Manager met with us directly in person the next day and rectified the problem. We stayed at Westin brand frequently throughout the years and usually they have had good service but unfortunately, this Westin location did not handle the situation due to poor higher management.

We would like to hear Westin management’s side of the story and still waiting for a call back from the GM...

From start to finish, my entire experience with this hotel was frustrating due entirely to the blatant incompetence of the manager, Nadia.

About 2 months before my stay, I booked my room through a third-party booking site. The booking site I used has a no cancellation policy unless the hotel confirms the cancel request through the app, which I was fine with. About a week after booking, I realized I accidentally booked my room at Westin ATL Perimeter North (this location), rather than Westin ATL Peachtree Plaza (a location about 30-50 mins south depending on traffic). Of course, I immediately reached out to the hotel where I spoke with Nadia for the first time. I explained my situation and asked if she would be willing to cancel so I could rebook at the correct location. If she would have denied my request, I would have completely understood and worked my travel plans around this reservation. However, she agreed to cancel, so I did not rearrange any travel plans. This is where all of the problems began.

A week after our initial conversation, my cancellation request was still sitting unresolved in the booking app. I reached back out to Nadia for the second time, where she once again said she would go in and approve the request. Then another week went by with no approval, so I attempted to contact her a third time. This is when all attempts at contact began to be ignored. Every phone call was sent to voicemail with no return calls, and every DM I sent through the app went read but unanswered.

Around 2 weeks before my reservation still with no refund and no confirmation of cancellation, I contacted Marriott corporate to ask them for help. The woman I spoke with opened a case number, and forwarded the hotel my request for Nadia to call or email me ASAP. Of course, Nadia never reached out but my case status was magically updated to "resolved" the next day. At this point, I gave up and rushed around last minute to adjust my travel plans to fit this hotel's location.

When I got to the hotel at check-in time, the front desk employee, Troy, told me I did not have a room reserved with them because Nadia cancelled it weeks ago. I immediately opened the app and showed Troy proof that my reservation was still active, valid, and paid-in-full because Nadia did not, in fact, cancel it. She simply removed my name from their system without bothering to initiate a proper cancellation or refund.

I want to give props to Troy for handling my misplaced anger with nothing but grace and professionalism. Not only did he immediately reinstate our reservation, but he also upgraded us to a nicer room and threw in free continental breakfast the next morning as an apology on behalf of the hotel. He was the absolute saving grace to what was a very frustrating experience and he deserves a raise.

Once check-in was sorted out and we got to our room, everything was fine. The rooms are spacious and very clean. The bed was comfortable. Both the water pressure and water temperature were good. I have absolutely no complaints about the hotel itself. My only complaint is about the useless, poorly trained excuse for a manager.

ETA: also don't stay here if you don't want to be nickel and dimed for every single tiny addition. Parking is $22 per night for a sketchy, unsecured garage on the property, breakfast is $30 per day for glorified cafeteria food, sodas at the front desk are $4 per can, and unless you are a Marriott Bonvoy member, you have to pay...

Mr. Dixon did it again! We let him know a month in advance that we'd be visiting in Atlanta for a few days to see one of our favorite bands and to celebrate our anniversary. He chose our room and took care of all the reservations and little details for us. He was able to get us a late checkout, even though the hotel was above 90% capacity. A late checkout for two night shift nurses is a BIG HELP and we appreciated that little detail so much. Mr. Dixon always goes above and beyond and takes such good care of us. He put us in a large king suite on the 19th floor (the hotel only has 20 floors so we felt like royalty all the way up there). The view from the huge windows that made up one entire wall of our living room and bedroom was beautiful. We had a little kitchenette with a fridge and sink complete with a table and four chairs so we could sit down and enjoy a meal.The bathroom was spacious with a waterfall shower head as well as a detachable one. There were plenty of fluffy white towels and hooks to hang them on. The living area had a set of two comfy chairs and an L-shaped sectional sofa that converted into an additional bed. I greatly appreciated the extra blankets that were in the closet since I tend to stay chilly and my fiancé stays hot. The additional large closet in the living area was also a nice surprise! The bedroom was also very nice and had a beautiful view. The bed was to die for. The king size mattress was somehow firm, but very soft. Like some kind of magic. We really enjoyed eating at Savory's breakfast buffet. They had a delicious selection of traditional breakfast foods on the hot bar as well as pastries, cereal, and fruit. They offer a variety of beverages as well (including Starbucks drinks). You also have the option of ordering off of the menu instead of eating from the buffet. Be warned, it is on the expensive side, but if you love breakfast like we do it's totally worth it (2 for the breakfast buffet was $50 before tip).Self-Parking in the covered garage is $14 a day. You will be given a parking ticket when you enter the gate and must keep up with it to pay at the end of your stay if you don't plan on driving while you're there. You can also ask for a parking gate pass at the front desk if you're going to be in and out of the garage a lot. If you opt for the parking pass they will add it to the hotel bill for your convenience. I cannot say enough positive things about Dixon and his coworkers here. They make us feel...