Embassy Suites by Hilton Atlanta Buckhead — Hotel in Atlanta

This hotel is in an excellent location and is cosmetically beautiful. The infrastructure and service leaves a lot to be desired, however, and the maintenance staff seem to struggle to keep up with all the issues. The first night we realized there was no soap in our room, not even hand soap to wash after the restroom. We had to call down to request it. Then we took a shower and the bathtub filled with water calf deep. We called down and they sent up the maintenance person who sort of unclogged the shower (it still didn’t drain) and left all kinds of disgusting hair, mold, soap slime etc all over the tub. I had to clean it by hand as it wouldn’t rinse down. The shower isn’t the only place there was hair, the pool is strangely full of it. Maybe the filters need to be cleaned? Like everything else, it seemed to lack maintenance. Then we went to sleep. About a half hour in the air conditioning started to make a very loud knocking noise. It kept us up literally all night long. It was so loud it could be heard through headphones and music. The next morning, exhausted, I asked the man at the front desk to please have maintenance take a look while we were out during the day. He was rude and appeared incredibly irritated to have to interact with us. Every time we interacted with him he seemed to hate his job and everyone around him, including guests. It’s been a while since I’ve had service that bad, based off other reviews we’re not alone. I’m confused why he is allowed to continue behaving this way in his role. When we got back that evening the AC was still knocking. It was clear he hadn’t sent maintenance up. I called down to the front desk and asked if maintenance could please come help. I waited for over 2 hrs in the room alone, missing out on family time, no one showed. At 9pm we needed to put our daughter to sleep. I was informed it would be at least another 45 min. We kept her up and he eventually showed up took the cover off, did whatever and tried to leave. I asked that he please test it. Sure enough, still broken. Thankfully at this point Jaimayia stepped in and found us another room. She was fabulous and the redeeming quality of this entire experience. Without her I would have moved hotels completely. I truly appreciate her care and customer service. The last thing about this hotel is the marijuana smoke. Our first night a couple smoked multiple joints and a marijuana cigar literally feet from the pool full of children. It went on and on and we finally chose to leave rather than continue to have our daughter breathing it in. On our last night my husband and I were watching TV in the room while our daughter slept in the bedroom. When we walked in the bedroom the entire thing absolutely stank of marijuana smoke. I have no idea how long she had been breathing it for. We had to air out the entire room. What in the world is going on in this place? Def not what I would expect from a Hilton property. We won’t be back. Aside from Jaimayia, who is absolutely wonderful, this was a...

My family and I flew into Atlanta for my father’s funeral, and we chose Embassy Suites because we’ve had decent stays at other Embassy locations before. Our stay was for three nights. Since our flight landed earlier than expected, I called Embassy Suites to see if we could check in a little early. I was transferred, put on a long hold, and then rudely told no by the customer service representative. While the early check-in denial was understandable, the rudeness was not. We made do with the situation and explored the city while we waited.

When we finally checked in at 4 pm, we were told our room was not ready. The customer service we received from the front desk employee was horrible. Exhausted from our red-eye flight from California, my family and I had to wait in the lobby while they finished preparing our room.

Later that night, I requested two more towels from housekeeping. The front desk said they would notify housekeeping, but an hour later, nothing had been brought to us. I called again and was assured it was in the system, yet still, nothing was delivered. Frustrated by their lack of service, I stopped by the front desk before we left for our activities the next day and was told a third time that the towels would be delivered. When we returned late that night, we found the towels lying on the floor in front of our door.

On our last day at the hotel, my son saw a roach walking on the ceiling while lying on the couch in our room. I immediately reported this to the front desk. The young male worker apologized and asked to see a photo. After showing him the picture, he offered to move us to another room and said a corner suite was available. However, when I returned with our room cards, I was told they didn’t have a room available after all.

I am beyond frustrated with this Embassy Suites. I travel often and have stayed at many different hotels, but this hotel had the worst customer service and pest issues I’ve ever encountered. I would give no stars if I could but I will settle for one. Their poor service and lack of cleanliness in the rooms made an already stressful time for my family even worse. I will never stay at an Embassy Suites again. I should’ve taken the poor reviews of this hotel more seriously. Spend a little more money if you can and stay somewhere else—you really do get what you pay for.

Update: It’s been months and I’ve never received this “refund” the manager of the hotel promised me. So, please don’t respond with lies that I was offered an adjustment on my bill, awarded extra Hilton points and it was to my liking when in reality I wasn’t. Responses to reviews on sites like this is an illusion to the public to appear...

This was a staycation for valentines day. The pros: near a lot of different things and areas for shopping and activities. Complimentary breakfast in the morning with a great selection and options. Complimentary happy hour in the evenings. Excellent valet service, clean room. Cons: sleeping in is not an option. Housing kept allowing the room doors to slam while cleaning. I bedroom and bathroom had Asian ladybug. The yellow ones they are not ladybugs they can bite and stink if they feel attacked. They were on and in the blinds, on the windows, in the bathroom and most annoying when I poured out my drink in the morning one was in the can. Other issues like a shortage in the iron that took 20 minutes to get another on. Last but not least I left my coat in the room when we checked out, called within an hour of checking out. Got the run around and had to call back 3 times. Transferred to housekeeper everyone, no one ever picked up or returned my calls the first day after leaving messages. Called the next day and someone would answer and hang up. Then finally got someone on the phone explained the issue again and was placed on hold for 28 minutes. I explained everytime I had dinner reservations near there and could pick it and gave my number again and they said when they located it that they would called. Well they During our dinner, Anne told me that I could come. Pick it up tomorrow because they had finally located it. Even though it wasn't hard to find because it was in the room hanging in the closet. I don't live particularly close to that location. So that's why I was attempting to pick it up while I was at dinner. Or after my dinner, because I was only 4 minutes away from the hotel at the time when I asked if I could pick it up within the next 30 minutes, whe woman on the phone said she had to clear it with security first. Please understand that this was a black peacock that I got from old navy a few years back when it was on sale. The only thing in it was a pair of gloves and that's it. I for the life of me can't understand why security needs clearance on me going to the front desk, picking up a coat and leaving, but I was placed on hold for another 15 minutes for that and then for then to say fine. That is the reason why the score for this hotel is what it is. I was ready to give it a higher score but that last experience alone was it turn off for me. It was as though once I was no longer a guest that the pleasantries were over which is truly...