Embassy Suites by Hilton Atlanta Alpharetta — Hotel in Alpharetta

My family stayed at the Embassy Suites by Hilton Atlanta Alpharetta from Friday, March 22-Wednesday, March 27. ||||We were originally put to room 524. This room was in an isolated part of the hotel, through a separate door. The room smelled old and musty, like no one had been in it for quite a while. Also, literally every piece of furniture in the suite was stained. The desk chair looked like a can of soup had been poured on it at some point in time. I called the front desk to request a different room, and we were given room 605, which was directly across from the elevator.||||Room 605 seemed clean, especially compared to room 524, despite it being right across from the elevator that buzzed/ dinged insanely loudly every time it opened or closed. Since the room was clean, we went to Whole Foods to buy breakfast and lunch items for the next day. My daughter and I have celiac disease, so we cannot eat in regular kitchens or restaurants. We returned from Whole Foods to put our food in the mini fridge, only to find it was broken. I called the front desk, and a maintenance man was sent to the room. He told us he needed to replace the fridge. He did, but it was from storage, meaning it was hot inside. There was no way I could put our yogurt, fresh fruit, milk, cheese, lunch meat, etc. in it, as it would take hours to reach the proper temperature. I again called the front desk, and was told they would put our cold food items in the staff fridge. A front desk worker came and took our food to this fridge. However, the following morning, when we went to the front desk to get our food from the staff fridge, all of our lunch meat and cheese was missing. Someone had stolen our food. I had to proceed to return to Whole Foods to rebuy the items, as my daughter and I could not eat any breakfast for lunch items otherwise. The time it took to drive to Whole Foods, to shop again, and to return from Whole Foods took up valuable time on our vacation. Disappointingly, this made us late to the Aquarium, and all of the sea lion shows were sold out for the day by the time we got there. The aquarium and the zoo were the reasons we even came to Atlanta. Whoever stole our food also robbed us of seeing the sea lion show.||||The guest in Room 606 (next to us) was belligerent. We were woken up at 7 a.m. to her screaming, swearing, and threatening bodily harm to someone else. She proceeded to take her hysteria to the hallway, where she paced in front of the door to our room (as it was across from the elevators) for an hour. I tried to call the front desk to report this frightening behavior, but all of the hotel phones were nonfunctional. I could contact the front desk from neither the phone in my room nor from my cell phone. All phones were down. We were literally trapped in the room while the angry guest next door paced the hall for an hour. It is inexcusable that we were unable to contact the front desk.||||I spoke with the general manager about the dirty room, the broken mini fridge, and the stolen lunch meat and cheese. She said she would credit my Hilton account with points to compensate for the inconvenience. She did not ask what she could do to make it right; she just said what she was going to do. And, she apologized for neither the theft of our items nor the fact that it made us miss out on a part of our vacation we can never get back. She seemed irritated to have to deal with us.||||There are plenty of Hilton properties in the Atlanta, GA area. I selected the Embassy Suites by Hilton Atlanta Alpharetta for several reasons: 1.) It is a 4-star rated hotel; 2.) It is in reasonable driving distance from downtown without being in busy downtown; 3.) It is a suite hotel with a separate living area from the sleeping area; 4.) It has free guest parking; 5.) It has an indoor pool. With two children, the last item was very, very important. We got into our swimsuits and ventured down to the swimming pool, only to find it full of green algae and mold. Nobody should be swimming in this pool. It is dirty and unhealthy. My kids and I were highly disappointed to not be able to swim the entire time we stayed at this hotel. I have attached photographs of this pool. evidencing the fungus/algae/mold.||||I called Hilton Honors to complain about the status of this hotel's swimming pool. A hotel should not be able to advertise a swimming pool if it is disgustingly filthy and unusable. I was issued a case number, but then was told the following day that the case had been closed. Yet, no further action had been taken on the part of the hotel's general manager in regard to our stay.||||My older daughter was using the bathroom in Room 605. She started screaming from the bathroom about there being a huge bug. My husband went into the bathroom to see what all the fuss was about and found a huge cockroach under the sink. It was literally 1.5"-2" long and very much alive. He was able to catch it with kleenex, and I put it inside a freezer ziploc bag. I brought it down to the front desk. A maintenance man was sent to our room with a big bug fumigation pump, wanting to spray our room. How he planned on us staying in that room after he bug bombed it, I have no idea. I had to turn him away, as there would have been no way to breathe in that room had he sprayed in it. The hotel was sold out for the night, so there was nowhere else for us to go. We had no choice but to stay in a room with bugs. I have attached photos of the cockroach.||||I again called Hilton Honors to complain about this hotel stay, this time about finding a large, live cockroach in our bathroom. I was issued a new case number, and was told the front desk should do something about our bill before check out the following morning.||||At check out, nothing had been done to adjust our bill for these unacceptable occurrences. In fact, I was told our case had been closed yet again. By the general manager, who had done nothing about the situation.||||I now have an entire Dodge Ram truck full of luggage, baggage, and travel items sitting in my garage, as it can take up to three months for cockroach eggs to hatch. No way am I bringing those items into my house, risking it being infested with bugs from this hotel stay. It is ludicrous, that this is even a precaution I need to take following a Hilton stay.||||Not once have I heard from a Hilton Honors employee about this stay. All I have gotten is closed cases without any action on the part of the hotel or Hilton, and a refusal to do anything about how awful our time was.||||This particular hotel is literally the worst hotel I have ever stayed at, and it certainly does not live up to the Hilton name. I honestly do not feel like I should have had to pay for this stay at all, given the nature of the problems throughout the entire stay, and I am dismayed at how these ridiculous issues were shrugged off by both the general manager of the hotel and the Hilton Honors employees I spoke with on the phone numerous times. It is unbelievable any hospitality corporation charges for bug infested rooms.||||Nothing can compensate for the fact that our family was not able to see the sea lion show at the aquarium. We did not see it because it was sold out by the time we got to the aquarium, and we arrived late because we had to rebuy food that was stolen by hotel staff. There is also no way to compensate for the fact that we could not spend quality time as a family at the hotel's pool. My daughter will be a senior in high school in the fall, and that missed opportunity is one I simply will not have again. There is also no way to compensate for the fact that our vacation was dampened by the stress of having to: unpack and repack our car, switch rooms, and play exterminator. However, an attempt to appropriately compensate us for these unacceptable truths of our stay at this hotel has not been made.||||If I could give this hotel a ZERO star, then I would. Hilton has lost a 20-year loyal customer. I will now stay...

Usually I love staying at the Embassy Suites. Whenever I travel I always check for one first before booking any other. But this by far was the worst one we've ever stayed at. First we were evacuees from hurricane Irma so we made sure to call ahead and let them know we would be arriving very late due to traffic and would actually check in at approximately 4:30am but we're willing to pay for the night before as we had originally booked and understood that because it was more than an hour we had to pay for the night before. However even though we were told it wouldnt be a problem we arrived to find out our reservation had been cancelled. Imagine after driving almost 12 hours in traffic to have to take 30 minutes to check in as the front desk staff member tried to figure it out, admiting in the process she was the one we spoke to but wasn't sure how it was cancelled. After finally getting checked into our premium suite we arrive and could not get in. We then had to travel back downstairs to discover we were given the wrong room number. We finally get into our room and it was fully stocked with snacks which were included in our suite costs which is why I did not give this a 1 star. As for the complimentary breakfast it was nothing like the previous ones I've stayed. This one was very slow and the options were extremely limited. Also breakfast was to end at 10:30am but ended at 10am. However, the icing on the cake to our stay was when 2 hours prior to check out we received a knock on the door to inform us that due to a water leak there would be no water from 11am-1pm. Since we were given a late check out of 1pm we figured we had time to get our things packed and showered. We began to rush and shower as we had a long drive ahead of us, we decided to use the restroom only to discover it was not working due to no water for the tank to flush! I then called downstairs to ask is there a working bathroom at all in the hotel and was told yes I could come down and use the ones in the lobby. When I walked into the restroom there was a housekeeping staff member on her phone and when I asked her if the toilet works she said yes. As I peeked into the stalls I realized all had been used and NONE were flushed so I attempted to flush one but of course it didn't flush I then turned to her and said no they aren't working she said no which I didn't understand since she told me yes. I ended up not using it and going back upstairs to wait it out since it was 12:45pm I figured 15 mins it will be back up. At 12:59 when we received a call from the front desk asking us to come down and check out as they needed the room. I then called back to ask was the water going to be on soon so I can use the restroom before we go and was told by a very unprofessional front desk staff member that it was not back on and wouldn't be back on until 3 or so. When I told her they said 1pm and I really needed to use the restroom before our 7 hour drive she then very rudely responded but with "Who told you that it?" and then proceeded to shout out to someone in the back asking them if they told me that and I could hear a male respond no. Anyway, needless to say the worst embassy experience ever. I would never recommend this location to anyone and hope this is just a one off experience as I have been staying with this chain for years and would like to continue...

I checked in and as others have stated staff not so friendly. The gentleman gave me my keys and number was on the envelope. When I arrived at the door of my room my key did not work. I pulled out the second key and checked the room number written on the card holder. The door still did not open. Since I was checking in at 11 pm after my daughters wedding I was exhausted. I called the front desk and explained my situation and was put on hold several times. I was told to come back to the desk to resolve the issue. At this point I was not happy to say the least. I politely asked them to please send someone up to help me. As I’m waiting a security guard comes by and asked if I needed help. Of course I did !!!! I thought that was the person the front desk had sent to help me. He tried both keys and checked for the correct room number. After doing so he opened the door with his key. To my SURPRISE someone was sleeping on the pull out sofa! I was speechless. And the security guard was as surprised as I was. By this time the gentleman that checked me in had arrived. We explained what had happened to him and I asked if it might be the room on the 5th floor instead of the 6th. Because that’s the floor he told me originally. He said NO. By this time I’ve had enough. It’s 11:30 pm and I’m exhausted. He and the security guard left to go see what the problem was. The security guard came back and was very nice. Took my luggage for me and off to the 5th floor we went. I asked if I was right and he said yes you were. The room was nice and clean. But if someone had opened the door on me like we did on the other person I would have had a heart attack. Especially being alone. The next morning at checkout the lady was not nice. I asked to speak with the manager and he came. But sad to say he wasn’t any help at all. Would I stay there again???? Absolutely not. Would I recommend this hotel to someone else??? Absolutely not. Staff could have been nicer. The gentleman that checked me in would not believe that he made a mistake and put me on the wrong floor after telling me 5th floor. Very rude!!!! My nephew and his wife was staying there as well. No issues with there stay. My daughter had set aside rooms for the wedding guest. I was contacted via text to ask about my stay. I explained the situation and was assured someone would call within a couple of days. Still no phone call. That...