Embassy Suites by Hilton Atlanta Midtown — Hotel in Atlanta

I have too many complaints to share about this property, which is unfortunate as it is in a prime location in Midtown and next to the Atlantic Station shopping and restaurants. Before I share all my complaints, I do want to give a shout-out to the poor employee, Eric, for working alone and unafraid on a Friday night. Upon arrival, the room was clearly not serviced completely. The floors had crumbs and hair on them (see pic). I called numerous times to inform the hotel staff and was told a housekeeper would come by to clean the room. Nobody every came. Prior to my arrival at the hotel, I requested a crib for my baby through the chat feature on the Hilton app and received a confirmation from the hotel there would be one in the room upon arrival. There was not a crib in the room and I had to call the hotel from my cell phone to reach an employee because I attempted to call numerous times from the phone in the room but there was no answer. Once the crib was delivered, it was missing the “pad” so I had to call again to ask for one. By 7:30pm we still had not had the room cleaned, nor had we received the crib pad. As I left the hotel for dinner with my family I stopped at the front desk and explained the issues we were experiencing to the supervisor, Eric. He apologized and informed me that he was going to take care of the issues himself. We returned to the hotel at 9:30pm and the room still had not been cleaned, nor had the crib pad been delivered. When I called the front desk to find out why nothing had been done, Eric informed me that his housekeepers were no longer at work and he was the only employee working so he could not leave the front desk to take care of our issues. At this point, we had already experienced enough issues to want to just leave for another hotel but it was nearing 10:00pm so I called the Hilton Honors customer service line to request assistance. The representative stated that a complaint had been filed but no further assistance could be provided. We chose to move to another room which was clean, however we did not ever receive a pad for the crib that night so our baby did not have a crib to sleep in. We had to put our baby in bed with my wife and I, so we did not really get any sleep that night since we had to keep an eye on her the whole time. The lobby waiting area and the bar adjacent to it was packed with people throughout the evening and into the late night, many of which did not appear to be hotel guests. The bartender was unable to serve all the guests in a reasonable manner given the volume of people present. I stood by the bar for 10 minutes waiting to ask for a glass of milk for my 18 month old baby. Once I was finally able to order the bartender said she’d have to walk over to the restaurant to get the milk. She never actually left the bar to get the milk though so I just had to walk away because I had already been waiting 30 minutes. There were also numerous law enforcement officers walking around the lobby and guest room floors, however, the hotel staff nor police did not seem inclined to give the hotel guests any warning or explanation. This was a very uncomfortable experience. We had no idea why there were so many police in the hotel. On our second night, around 8pm, a man knocked aggressively on the door. He was pushing a large laundry cart and asked if we had any dirty towels for him to collect. This was a very suspicious activity and an unacceptable time at that. We travel very often and for years but have never had a hotel employee do such a thing and without wearing a hotel uniform. I recommend opening a detailed investigation into the conduct and operation of this property. There are clearly suspicious activities taking place. Some of which seemed to be preparations to prey on hotel guests. This whole experience was terrible and unacceptable. There was one point where we could barely access the parking garage because a large tube that displayed the height restrictions had fallen off one of its hooks and was dangling over the entrance to the...

I’ve stayed at many Embassy Suites and Hilton hotels around the country and this weekend was possibly one of my worst experiences. I’ve heard a LOT about the service industry hurting for workers, so I guess this is the “new normal” (a term I cannot stand), and I should just expect less, but I’m still going to rant a bit. Call it entitlement if you’d like but my past experiences as a Hilton guest created certain expectations of customer service.

For starters, we arrived at 5PM on check-in day (2 hours after the hotel’s check-in time) and we were told our room wasn’t ready; they needed 10-15 more minutes. So I went and parked, unloaded with my family of 5, came back to the lobby only to stand in line behind 8 other guests/families checking in… About 45 mins later, we finally had a room key. Oh, and during this time, the front desk worker asked the contracted security guy to come ask us to control our kids (“stop the horseplay” was the phrase he used)… Yeah, my kids were full of energy after 3 hours in the car but we didn’t have a room. Sorry.

When we got to the room, things weren’t good either. I had to reserve the room for my family of 5 through the Hilton app, but that information is apparently not reviewed by hotel staff. We had 2 towels and no bedding for the extra bed (pull-out couch). Also, there were a couple red marks on one of the comforters, which my wife was certain were lipstick marks, so she was convinced the bedding wasn’t changed before our arrival. Nobody answered the phone when we called guest services and the front desk, so we had to go to the desk to get our towels/linens and we changed the bedding ourselves.

After this start, it’s hard to find the positives. I’ll just list everything else from the trip that shouldn’t be “normal”: Housekeeping didn’t make it to our room on day 2 after I asked the housekeepers so no coffee or other amenities; Housekeeping was in the hall when we came back in the evening and they left trash (used cotton swabs and used tissues) on the floor; The kids went to the pool (one of the main reasons we chose this hotel was the indoor pool), but there were no towels in sight and none delivered after requesting; At check-in, we were told breakfast was 7-10AM…but we weren’t told that was only for Sunday, because we got down to breakfast this morning at 9:30AM and it was being wrapped up—very little food no plates or utensils anyway. Despite it being a federal holiday (President’s Day), and despite at least 10 other guests/families showing up around the same time or just after us, they close breakfast at 9:30 (period). Obviously I wasn’t the only guest that was misled about this and there was no effort made to accommodate the guests and this miscommunication; and (Getting nit-picky at this point but) the water filter shows “red” (needs changing) on the water fountain/bottle filler that sits adjacent to the front desk (like 10-15 feet away).

I gave a second star because the location near Atlantic Station is convenient and there was a very nice bartender at the manager’s reception Saturday evening, but I won’t be back to this hotel. My suggestion is that you consider planning your stay during slower times (not holiday weekends). It is clear this hotel does not have the staff to support a full house on a...

As far as the good goes, the location is pretty good within close proximity to one of my company's hubs and close to some decent restaurants. The hotel looks relatively newer, rooms a pretty large and breakfast was better than at most other Hilton Properties I typically visit.

As for the bad, there was plenty of that. Picked the room that I wanted and checked in online, but room was blocked off or given away to someone else. I was then assigned another room that did not meet my preference criteria and had to haul all my luggaege downstairs to get yet another room re-assinged. Before going to bed first night in the hotel, I lowered the AC only to be awaken by a chipping/demolition hammer. Contacted Maintenance and once they were upstairs, the noise was attributed some type of faulty belt in the unit and was promised a remedy the next day. On day 2, I came back to hotel late and started getting ready to go to bed only to find out the noise was still very much at play. Contacted Maintenance again and a second person came up to the room and was told that the issue was due to the water coming down the pipe to cool the room and that the pipe was hitting something. Once again, I was promised that the issue would be addressed the next day. On day 3, I spoke to a Manager around 6:30a and explained the situation. Manager apologized and promised it would be taken care of before I return the room that day. Around 2p that day, I got back to the hotel and decided to stop by front desk to inquire about whether or not the issue had been corrected. I was told the Engineer had stepped out and I did not see the same Manager to whom I had spoken earlier. Around 4p, I contacted front desk to inquire why nobody was reaching out as the AC was still making noise. At that point, they decide to move me to another room for the 3rd time, which at this point was very tiring.

Outside of the AC issues, the hotel has probably one of the worst attention to details when it comes to Maintenace and Housekeeping. Fitness Room was below 60 degrees and had no towels on 2 separate days, plus it had opened alcohol bottles and at 4 plastic cups all over the floor with mixed drinks. As for the room, there was not bath mat upon checking in and only a single bath and hand towel available. Even after they attended to the room on Day 2, they still left a single towel. No body lotion - bottle was empty. Desk chair was semi broken. Shower had a number of tiles that were broken. Close doors would get stuck once closed and it took a lot of effort to get them reopened. On the last room that I used, the lock to the balcony door was broken so you could not really lock it.

The stay could have been a great experience since, again, the propertly seems relatively new and the rooms were pretty large. However, the poor maintance, housekeeping, and, even more dissapointing, the lack of guest care by Management made the stay pretty horrible. This seems to be a theme at many Hilton domestic properties (international properties due a much better job) since COVID so maybe it is time to take our business to Marriott...