Courtyard by Marriott Atlanta Downtown — Hotel in Atlanta

Thank you for the opportunity to express my concern regarding the services at the Courtyard Atlanta Downtown. I will begin by saying that I am a Gold member (approaching platinum by the end of the year) and have never had a significant problem during a Marriott stay. As a Marriott Vacation Club Owner, I was embarrassed to represent the Marriott brand during this stay where I brought my friends.

Upon entering the first of three rooms that we were moved to during our stay, I noticed long hairs that didn't belong to me in the shower. Upon further investigation, I found multiple hairs under the pillows and sheets in the bed that took a short nap in before having to get to our next destination. After alerting the front desk of this major concern, I was asked to come to the desk to get the key to the new room. That is unacceptable to ask the guests to come and get our own key with no assistance to move the items to the next room. No apology. I alerted her that we are rushing to leave and cannot come down to get the key. Later the key arrived and we repacked and moved our items quickly to meet the appointment.

Upon returning from the appointment, later that evening, we unpacked and started to take showers again. after showering we noticed that the air condition was not operating. We gave the unit an opportunity to work on its own before calling the front again. after about 30 minutes, we decided to call. After the first call we requested that someone come up and check it to make sure we are not doing something wrong. Another 20 minutes passed and the front desk called to ask if it was working now. Annoyed at this point, I alerted her that it is still not working and that no one has shown up. 20 minutes or so after that, another call came from the front desk to ask me what kind of room I wanted to move to. Again, I reiterated that the desire was to fix this room or at least check it to see if we aren't pushing something correctly. We JUST moved and its travel day 1 of flights and appointments. We are simply trying to be comfortable as a paid customer. Again, the front offer personnel asserted that she just wanted to know what type of room we wanted to move to: queen or king. I told her it was up to her. She called back again and told me that my room key was ready for the THIRD room and that we needed to come and get it. Again, highly unacceptable at this point.

This time I went down to get the key, with a slight attitude at this point, if I can be...

We stayed at this hotel for only 1 night. I had 2 rooms reserved..1 for me and my husband and 1 for our 2 grown children. Let me start by giving a HUGE shout out to Joy and Cody who did everything to make sure we had a couple of great rooms. We also got a great response from the Property Manager when it was reported that our AC was broken. (more on that below) Let me start by saying that the location of this hotel was PERFECT! The hotel sat on a side street that was not as busy as most of the streets downtown! There was a parking garage right across the street that we were able to "self" park our 2 cars which saved us $30.00. The lobby was small but very clean. There is a cafe and a small store where you can buy snacks and drinks. All very nice! Now for the rooms.....So, we were given "upgraded" rooms because of our Marriott Rewards level. One room was perfect! (Room 1014) The room was big, clean, nicely appointed and the AC worked great!!! The beds were comfy and everything "worked"!!! The second room (Room 1009) which was a "suite" had many, many problems! The AC was broken. There was only a VERY small lamp on a desk that was suppose to light an entire room. There was a very old sofa in the den that should have been replaced years ago. The "closet" didn't close which might not seem like a big deal except that it had an automatic light that stayed on if the closet doors were ajar. Anyway, we were moved as soon as it was determined that maintenance could not fix the AC. Our new room (Room 1010) was PERFECT!!! Great lighting, comfy bed, nicely appointed, jacuzzi tub, etc.... Now for why I gave our stay a 3 instead of a higher score...

1. ALL of our rooms had a used roll of toilet paper on the holder and not an "spare" roll so we had to request toilet paper for BOTH rooms!
2. At 5:30 pm, we walked into the bar/dining room to get a snack...NO ONE was there! We had to ask an employee that was sitting at the bar to help us....she must have gotten someone from another part of the hotel because she never came back!
3. The broken AC was a major inconvenience! ...though the speedy response to solving the problem needs to be commended!
4. The clock alarm in our room went off this morning at an ungodly hour...Isin't housekeeping suppose to make sure that clock radios are set to "OFF"?

These are ALL such minor things that good management could "tweak" rendering this a really...

We booked our rooms in January as we were anxiously waiting to attend the Ron Clark academy. Upon receiving our first email with our confirmation, the date was wrong. I called back to change the date and the person told me they would have to make the reservation now three reservations. I then thought everything was taken care of. We were arriving Thursday, March 15 and checking out Friday March 16. We asked for two queen beds and for all of our rooms to be on the same floor. They assured us they could accommodate all of our requests. We arrived around 8:30pm to the hotel Thursday evening after a long drive only to find out we had two rooms, not three, and that both rooms where king rooms. Not only that, but they were not on the same floor. Two rooms were transferred to Thursday and one room was left on Friday. The front office staff argued with me for 30 minutes that it was my error not there's. Total lack of customer service. I showed her all the notes I took on the phone call and she still insisted I must have communicated poorly. Finally we asked for the manager who came down and was able to give us a third room with a broken mirror, but couldn't fix our king bed situation. He gave us a king suite suggesting someone sleep on the pull out. His comment to us was that he had been sold out of 2 queen beds since last year for this night. Why hadn't someone said that when I called in January and requested two queens??? After finding rooms for us an hour in to our check-in they then could not find the check that was sent in February from our school. I ended up having to pay for the rooms with my own money after they again insisted that we did not send them the check. We were able to give them the address we sent it to, the date we sent it and the check number. They promised the general manager would call me back by noon Friday before the money was deducted from my account to figure out the situation. It is now Monday and I have yet to hear from her. The money has been taken from my account and there has been no effort to find the check from our school. Hands down the worst experience I have ever had dealing with a hotel. Our school sends people every year to this hotel for the conference. We will be pulling our services and...