Courtyard by Marriott Atlanta Midtown — Hotel in Atlanta

Book at your own risk. Your safety is clearly not a priority at this property—it’s not even a consideration.||On July 4th, I booked a one-night stay at the Courtyard Atlanta Midtown. I checked in around 8:15 PM. The staff member assisting me—who mentioned he was on his way out—rushed through the process, charged my credit card, and handed me keys to Room 1002.||About an hour later, while my mother, sister, and I were undressing and preparing to shower, a man walked into our room. We screamed in shock, which startled him and caused him to run off. After calming down, we realized he was accompanied by a woman and that they both had working keys. They seemed just as confused and alarmed as we were.||We quickly got dressed, packed our belongings, and went down to the front desk to report what had happened. The staff member on duty looked up our reservation and informed us that the system didn’t show anyone assigned to our room. Apparently, the employee who checked us in—identified as Lamar—failed to complete the process correctly, so when the next guest arrived, the room was reassigned and new keys were issued.||We were offered a different room, but after that terrifying experience, we no longer felt safe staying there. I immediately checked out and requested a refund, which is the absolute minimum response to a situation like this. I was told that because of the holiday weekend, no manager was available to authorize a refund, and I would need to follow up the next day.||The next morning, I called again and was told there wouldn’t be any management on-site until Monday. I escalated the issue through Marriott Customer Service and also sent a detailed email to the supervisor, manager, and general manager. On Monday, I followed up once more and was told the manager still had not returned. It's now Tuesday, and I have yet to receive any response from a supervisor or manager—not even an apology.||I find it hard to believe that two major hotels in downtown Atlanta are somehow operating for days without any leadership available to handle a major guest safety incident. I’ve followed up multiple times, and still haven’t received a refund or any acknowledgment of the seriousness of what occurred.||When I contacted Marriott Customer Service again, I was told my case had been escalated—again—and I’d need to wait another 72 hours for a resolution.||This has been, without question, my worst hotel experience. What happened to me should never happen to any guest, and the complete lack of accountability from the staff and management has been deeply disappointing.||I still don’t understand how this could happen in the first place. Room keys are managed electronically, so why didn’t the system raise any red flags? Any secure hotel system should track room assignments and key issuance in real time, preventing duplicate access or canceling previous keys. If they had no record of me being checked into that room, what’s stopping an employee from issuing a key to any occupied room at will? That’s an extremely serious concern, and I'm starting to accept that I will never receive a response from this place. Save yourself the headache and find another hotel to stay. All things considered, I was fortunate, but this could have been...

Book at your own risk because your safety is NOT their priority. It's not even a concern. On July 4th I booked a 1 night stay at the Courtyard Atlanta Midtown. I was checked in around 8:15pm by a staff member that was on his way out, and rushed through the process. He took my credit card, charged me for the room, and gave me keys to room 1002. About an hour into our stay, as my mother, sister and I were undressing and preparing to shower, a man walked into our room! We were absolutely shocked and screamed very loudly, which scared him off. Once we calmed down we realized he was accompanied by a woman, they had working keys to our room, and seemed to be just as confused by what happened as we were. We quickly got dressed, packed our things, and went to the front desk to find out how/why this happened. Another staff member who had recently checked in looked up our reservation and said the system did not have us assigned to that room. It seems that the previous employee, who he identified as Lamar, did not check us in properly, so when the next guest checked in, they assigned him to the same room and issued him keys. He offered us a different room for the night, but we obviously did not feel safe staying there knowing someone could walk in at any moment. I immediately checked out and requested a refund for my stay, which is the absolute bare minimum in my opinion! He advised that because of the holiday weekend, they did not have a manager on staff who could approve it, so I would have to follow up the following day. The next morning I called and found out there was no management working until Monday. I submitted a case with the customer service team, which was escalated to the GM, and I sent an email directly to the supervisor, manager, and GM. On Monday I followed up again but was told the manager had not returned from her holiday, and I had to try again the following day. It is now Tuesday and I have yet to hear from a supervisor or manager. I have a very hard time believing that 2 large hotels in downtown Atlanta operate for an entire week with no supervisors, managers or GM on staff to address major issues. I've followed up multiple times with all parties, and I still have not received a refund, or even an apology from their team. When I called customer service to follow up on my report, I was told my case was escalated to another team, and I have to wait another 72 hours for a resolution. This has been without question my worst experience at any hotel. What I experienced should never happen to any guest, and the lack of action and accountability from their team has been deeply disappointing. I don't understand how something like this can even happen. The keys are managed electronically, so why were there no red flags? Any secure hotel system should track room assignments and key issuance in real time, canceling previous keys or preventing duplicate access. Without that, what is stopping an employee with bad intentions from issuing themselves a key to an occupied room? They had no record of me being granted access to that room, that is...

The location? Great! The rooms? Great! The service? Lousy! Idk where these people stayed who recently wrote a review, but I made a reservation for a lower level accessible room close to the elevator. Got the complete opposite.

I called ahead because of traffic I would be arriving after 10 pm. I was put on hold 10 mins, then she came back on and told me that I could call back closer to 10 and let them know if I would arrive after 10. I told her I AM calling you now, because I know I'll arrive after 10. I was put on hold again for another 10 mins! She came back on and I told her, so not put me on hold again. I told you why I was calling, so note my reservation! She said she was sorry, but there was a lot of people trying to check in. Really? Then you should have taken care of me the 1st time I told you I'd be late!

Could not download the mobile key. Could not find anyone to help me figure out why.

Once in the room, there is no information how to use the safety deposit box, laundry services or information about local events. We asked about the safety deposit box first and the answer was he didn't know. Then he asks and says to enter all zeros then put in the code you want. Didn't work. Then we asked about the laundry service, how long before it's returned? Didn't know. I asked him to find out, he told me there was laundry facilities in the premises, that would be the fastest way to get my laundry done! Nobody knew what the best way to get to the 3 day concert happening only blocks away, they knew nothing about. Had to call guest services for more coffee and cups, because there was none, they brought us 1 cup and 2 bags of coffee. I called back and asked for 2 cups and 4 bags, they brought 2 cups and 3 bags of coffee. Asked them to switch my room to a accessible one and was told they were sold out. Well it wasn't sold out when I made my reservation!

I don't believe I'll be...