Canopy by Hilton Atlanta Midtown — Hotel in Atlanta

If zero stars were an option it would be zero. Absolutely the worst Hotel stay of my life. I booked through Booking.com and had a quoted price of 324.00 for two nights. That was a special rate because I get lower rates and upgrades on rooms because of my Booking.com genius levels. When I checked in the took 535.00 for two night telling me that the extra was to cover incidentals. And would be returned to my card at checkout. Which means the money wouldn’t hit my account for 72 hours. I had no choice but to pay or they would have billed me for the room had I left. Valet parking would be 60 dollars for the two days. That wasn’t the issue. Even the night desk told me I shouldn’t have had more than 100 dollars total reserved. She said she could figure out why all that money was taken. Then when I get to my room the air conditioner wouldn’t cool below 76 degrees. I was told by the front desk the next morning that all the hotel had had air conditioning issues that week. Not my problem. They knew this. Didn’t inform me there was an issue at check in yet still took my money. There was no sticker on the door or cover on the remote letting me know that the room had been deep cleaned as the advertise so proudly. The lights around the bed were flickering like a bad noir film. The maintenance man did get that fixed. When I went downstairs stairs to complain about the entire experience I was literally laughed at as I walked away by 2 employees. The GM refused to see me all day and told the front desk person to tell me he wasn’t on property. A lie. Another worker pointed him out to me while he was in the dining room. I called and reported all this to their corporate offices. I was assured by them my stay would be made right and that the GM would get in touch with me by this afternoon. Not happening. And hasn’t. I have been a loyal Hilton guest for years. Never again. If this is the level of customer care you get when a trip that was planned well in advance, and was a brief chance to relax after 3 weeks of 80 hour weeks, let’s just say I would have had more fun, less stress and a air conditioned nights sleep at Motel 6! This is truly the worst Hotel I’ve Ever had the misfortune to book myself into. And when I was young was far less choosy! I wouldn’t recommend this place if I had a loaded gun to my head. Literally. I have morals evidently these people have none! This is not over. They actually picked someone who’s business relies on good customer service. I am offended to the core that a Hilton property is this shady and the people in management just plain incompetent. My attorney will be called as soon as I return home. I am not one to just roll over. All they say was the gay in me and thought they could treat me in a disrespectful manner. Think again! Just saw the response from management to my review. Every word was a complete lie. NOBODY has reached out to me at all. They have avoided me like the plague! Just goes to show they aren’t interested in ending the actions I’m going to take against them. They just want the public to think they are trying to resolve the issue. Untrustworthy people should Not be in positions of power. Especially Liars! I hate a liar more than anything. If your words are no good then your just a common piece of filth in my opinion....

I recently stayed at the Canopy by Hilton in Midtown Atlanta and had an incredibly disappointing experience.

Upon checking in, we found chocolate under the bed, which my dog discovered and started eating. This was not only disgusting but also dangerous, as my dog could have died from ingesting chocolate.

When I brought this to the attention of the front desk agent, they were dismissive and rude, showing no concern for the cleanliness issue or the potential harm to my pet.

To make matters worse, the manager refused to honor Hilton’s 100% Satisfaction Guarantee, leaving me no choice but to call guest services myself to resolve the issue. This level of service is unacceptable, and I will not be staying here again.

Update : December 2024

Unfortunately we had to stay here again, on a business trip as our preferred location was booked by the time we were informed of our business trip. Upon arrival we placed the “ Do not disturb sign, Sleeping” on the door. The following morning room service attempted to enter my room while I was inside of it working. The dead bolt luckily stopped them, as the asked me if they could enter and I told them “No, sign is on the door”. I called guest services and requested for the housekeeping supervisor to be made known that we do not wish to be disturbed and that our room would not be needing service for the duration of our stay. The agent assured me it would not happen again ……. The second day I stepped out for many hours, while leaving the “ Do not Disturb” sign on the door again. Upon our return we found the sign was removed from our door and our room was serviced. Very frustrating experience. As I have special hypoallergenic pillow cases and procedures for my items at hotels. The throw pillows ( which no hotels wash) were removed by myself upon arrival but today were placed back on top of my hypoallergenic items. My severe allergies and this contamination could warrant me sick for the duration of my stay. We called guest services again to complain, the agent was very apologetic and again assured us it would not happen again. We requested that she boldly mark our request and highlight it in the daily log for the from desk in addition to addressing the issue with the housekeeping supervisor. We shall see if they attempt to enter our room again, I am here today and will directly confront the housekeeping staff about their issue. Will update this post...

This was the absolute worst experience I have ever had at a hotel, let alone a 4- star hotel. Do NOT stay here. It is NOT safe! A staff member here broke into our room and stole my husband’s Jordans and a diamond wedding band. The hotel management and supervisor acted as if we were lying and did NOTHING to resolve this problem. We called the Police and the investigator was told they have NO CAMERAS! How could that be? Again, how is this a 4-star hotel?? Absolutely no customer service or hospitality. No empathy or apologies by anyone as of yet! As a Diamond Hilton Member and a traveling Physician, I have a lot of experience with hotels. This hotel should be Avoided! We are appalled by the lack of service, security, and supervision here.

I should have known this hotel was going to be a problem when we checked in and they told us our room wouldn’t be available until the following day! But, being understanding, I accepted the downgraded room for free for 1 night.

We were then locked out our room on day 3 citing, “declined credit card” then another said, “ we never got your credit card on file”, then was told, “it’s due to incidentals “ This has NEVER HAPPENED to me at any other hotel by any other brand including Hiltons! We were never contacted by Hotel staff prior to lock-out to discuss any of this nonsense/lies. Once they got my card, we were allowed to re-enter our room. At that time we discovered our 2 items STOLEN! When we called downstairs to report the crime, front desk said there was nothing he could do about it, no one to call and I would have to wait until 7am when a supervisor came in. I then told him I was going to call the police and front desk said ,”well you can do whatever you want”! No one took the initiative from the hotel to reach out and apologize. I had to call the General Manager myself. He didn’t even know a crime occurred at one of his locations. This speaks volumes!!!

I will be contacting the BBB and Hilton corporate office as well as my credit card company to discuss these...