AC Hotel Atlanta Downtown — Hotel in Atlanta

We booked this hotel in July for the Beyonce concert due to the proximity to the Stadium. For the ONE night with fees and mandatory valet, it was a total of $467. When we arrived, the lobby was playing Beyonce, they had Beyonce themed drinks at the bar, &it was a great atmosphere. Although the elevators (one of which was a service elevator) were in ROUGH shape. After checking into the room, one of the party clogged the toilet. Around 5pm, we called the front desk about it & they said that they would get it taken care of ASAP. When we got back to the hotel around 12:30am, we tried to get on the elevator, but it didn't work. There were NO signs, another resident of the hotel had to tell us the elevator was out of service. We then walked down to the service elevator & the door was wedged open. An employee then came & informed us that both elevators were out of service & we would have to walk up the stairs (which were outside the building) to the 7th floor. Before we walked up, I went to the front desk to find out if our toilet had been fixed while we were out. The front desk person originally said, "I don't know. I got here at 11." I explained that we didn't want to walk up 7 flights of stairs if the toilet wasn't fixed. The staff looked at a notebook, said, "It's on here so it's probably done." We walked up those 7 flights of stairs &, surprise, surprise, the toilet was still clogged. When we called the front desk, the response was got was, "Well we have an emergency right now with the elevators." We said that we understood, but that we needed access to the toilet. They asked if we wanted them to bring up a plunger & we said yes. They said that they would see what they could do. We then tried to put together the pull out couch for one of our party to sleep on but when we opened it, there was a gross stain on the mattress. Also at this point, we realized that the deadbolt lock didn't work on our door. I then went downstairs to use the bathroom in the lobby (WALKING DOWN 7 FLIGHTS OF STAIRS) & when I mentioned it at the desk, they again said that they had "an emergency." Mind you, the same two employees that were just sitting at the desk when we went up 2 hours earlier were still just sitting there. The staff asked if we needed a "plunger or something" and I said yes. The staff then went in the back and came back WITH A USED PLUNGER IN A PLASTIC BAG for ME to carry up 7 flights of stairs to our room. So I walk back up the stairs to use this plunger (because what choice did we have). The next morning at check out, they asked how the stay was and when I referenced the elevators, the staff said, "Well that isn't really the hotels fault." THEN I ask for the bill &get handed a double charge of over $900. It took 3 staff to finally fix that. I called Marriott to issue a complaint & was told I would get a call from the hotel. I got one call that I missed, but I called them back & never received another call. I submitted a complaint online & a manager called me. The manager told me that they could not refund my cost of the room because I had prepaid. (I HAD "PREPAID" BY BOOKING ON THE ACTUAL MARRIOTT WEBSITE AND PAID IN FULL UP FRONT!) She said that they could credit my Marriott account 25,000 points. I asked if this was close to the amount of over $400 that we had spent & she stated that she thought it was close. Spoiler alert. It is NOT. It covers somewhere between $100 & $150. This hotel & the management are HORRIBLE at issue resolution, especially when all of this could have been fixed easily by just initially fixing the toilet, or sending the staff up to fix it when we called back. I am attaching the photos of the used plunger in the bag (that I carried up the stairs) & the stain on the mattress. I waited to leave this review to give Marriott multiple chances to fix this. But I have waited long enough & clearly they do not see that this is a problem. I highly recommend you to NOT stay at this hotel. If you do, bring your own plunger and some...

We booked the AC Downtown check in 2/2 out 2/5 to see Bruce Springsteen as we were told by friends it was very close to the State Farm Arena (that turned out to be very true)

Some Thoughts: a) The breakfast person has been wonderful...positive, helpful, making the mornings wonderful b) the poor ONE person manning the bar in the lounge the night (2/3) after the Bruce show, all alone, when it was packed, was an absolute joy. She dealt with everyone as quickly as she could, kept people smiling and was just overall great...they both need to be told how impressed we were with them. I really wish I had managed to get both names, but they were so efficient (and both so busy and attentive) that I didn't want to interrupt...

c) The front desk folks were incredibly pleasant all the time, however, the communication between the desk folks and other services seems to be pretty sparse. Just one example. When we checked in, I mentioned that I had seen on the check in email I received that housekeeping was only provided every other day, so I mentioned on Thursday 2/2, at check in, that I had seen that and asked if I should expect it the following day (friday) or if it meant Saturday. I was told, yes Saturday... Then saturday came, and we needed fresh towels and the trash and recycling emptied. I saw the cleaning people in the hall and asked when we might have that done..."Call the front desk" was the only reply I could get. So, I went to the front desk to ask that very question and was told "yes, we'll make sure that happens"...move ahead a few hours when I got back, nothing had been done so I went down and again asked the very personable front desk person (the afternoon shift, she was different from the person I spoke to earlier) and was told..."oh no, you were given the wrong information, we only clean on Tuesday and Thursday"....I was quite flabbergasted...but resigned to the only answer I could get (she did assure me they would empty the trash though).. I saw a few cleaning folks in the hall and I was able to get two fresh towels for my wife and I...and then (again, remember it's a communication issue...)

One more small example...when we checked in and went up to the room we realized there was only ONE glass in the room...(not including the disposable coffee cups)...I came down to the desk (no answer on the phone)...and asked for wine glasses "we don't have those"....I said, I understood (even though you have a fully stocked bar and sell bottles of wine right next to the desk)... Well, again, communication not being a strong suit, about an hour later, a very nice young woman arrived with two legit wine glasses, and one stemless one (I asked for two glasses and for reasons I can't understand ended up with 3 (which turned out to be perfect 'cause our friends when they checked in later were also told NO when they asked for glasses of any kind...so between the two wine glasses, the stemless wine glass and the one already in the room we were able to make due Thursday night...then trying to get clean glasses the next night would be another adventure.....short end to that...we finally got them but NO ONE wanted to take the dirty glasses from the night prior...I'm thinking if there was a legit shortage I appreciated the ultimate resolution BUT by taking the other glasses and cleaning them (we would have ourselves, but there was no soap in the room other than shower gel)...you were then out 8 glasses instead of 4....

All in all, your location is great, the room clean and while very small, very functional...all the charger ports worked, the shower was great and the bed comfortable...(I did try for one additional pillow....never got...

The purpose of the trip was to celebrate my wife's 65th birthday. We arrived on the 6th in the Buckhead area to see the Simple Minds, Soft Cell and Modern English concert in the Amphitheatre at Chastain Park- on the 7th. It was an excellent concert. We stayed at another Marriott property there. |The next day we had a quick drive down to the Ac Hotel Atlanta downtown. You couldn't ask for a better location. It's maybe 40yds to the "5 Olympic ring" entrance to Centennial Park. The rest like the "Sky wheel", NCAA College Football HOF, The Georgia Aquarium (Why we where there.), Horse drawn carriage rides, many restaurants and shopping are within easy walking distance. And do take time to enjoy the park as there are many shaded areas with water effects in there.|The Ac has very easy access from & to I-75 and a trolley which we didn't use. This is a modern styled property. The lobby had a wonderful "air" about but was very inviting at the same time. Front desk team greeted us before we got to them (Check-in and out was easy.) and the staff throughout our stay was exceptional! The room was very comfortable and being a side sleeper I found the bed to one of the comfortable I've had in awhile. |There is nice and quiet bar off the Main Lobby and a comfortable sitting area we made use of. Monday morning we had breakfast also though at was $19.00 per was very good and top notch "European Style" good selection, staff again excellent and the hours were more in line for relaxed travelers than business. We were not rushed and invited/or offered to get us anything we wanted as they were slowly breaking it down.|The property overall is well maintained and again the staff in all depts. we came across were more friendly then professional and I say this NOT IN A BAD WAY.|We departed Monday morning (10-11am) for home traffic was moving well for Atlanta.|We stopped on the only rest area on I-16E 5 miles West of Dublin, Ga. reached for my car key cars and as we would find that were safe in our room at the Ac (Wife put a tracker on them so if we go shopping etc. she can find. I haven't had a cell phone since I retired from the Submarine Force in 2002. I don't miss it!). I called the hotel while there and Jia A. answered the call. Little did we know we would be touch by phone or email until 17 June (She was off from work.) when replying back to mine on the 15th letting her know I got them in the mail the day before.|She took it on and handled it throughout until completion of the "mission", there is no doubt in my mind had it been another team member they would've done the same.|Mr. Tanveer Dogar the GM and his team are running a "well oiled machine" there. The staff is motivated, friendly and professional throughout. I would highly recommend this property to anyone!! Saying that, and having worked and gone to college and beyond in the business (~15 years) please remember they might be off their game once in awhile as well just like the rest of us. |No joined later and worked in Submarine Navigation until I retired in 2002. And they still haven't found a way to put windows on them like the...