Hilton Garden Inn Atlanta Midtown — Hotel in Atlanta

When first arriving at the Hilton Garden Inn Midtown, we were informed that the power was out for the whole block (& would be for hours) due to a car wreck. While an inconvenience, we were very understanding and knew this was out of the hotel’s control. We were told that they were unable to check us in but that we could check in at any time of the night when we came back. They said they would hold our luggage & gave us each luggage tags to keep things straight. When returning around 3:15, Charles showed us the room where everyone’s luggage was being kept & allowed us to just walk in and grab whatever we said was ours. There was no check to ensure property was not stolen (red flag #1). We were then told that he did not have a room for us & that after 10 PM they stop holding our room if we have not checked in. I told him we were unable to check in at 9 due to the power outage, were told that we could check in at whatever time we returned, & I the room had already been paid for in total. After waiting a while, he said he found us a room & gave us a key. Unfortunately, this room was already occupied & we were walking into a stranger’s room (who was startled awake) at 4 AM. We went back downstairs & received no apology for everything. I said that while we booked a room with two queen beds, we'd be willing to take two separate rooms for the first night just so we could go to sleep. He said that I’d have to pay for the second room if so which I responded was completely unacceptable. After waiting again, he gave us two new room keys. Guess what, ANOTHER one of those rooms was already occupied and ANOTHER guest was disturbed after 4AM. After going back down a third time, we were told that if we hadn't booked through Expedia then it'd be easier to deal with & that the absolute most he could do in this situation was say he was sorry. When finally given another room key, I asked “there’s not going to be another person already in this room, right?” His response was he didn’t know because after the power outage, they were not sure who was actually in what room & it was a guessing game. He said he arrived for his shift at 11 & someone before him was supposed to be going around to each room to check who was where but that they must not have. He also said that we would have to come down & check out by 12 of our two rooms & wait for our actual room to be cleaned before we could check back in. When we asked, he said a manager would be in the next day for us to speak with. We did not get to an empty room until almost 5 AM. He was rude, unhelpful, & regularly ignored our questions as we tried to be understanding and polite. As someone who works in customer service, there is no excuse for this. The next morning, I came down to speak with the Manager (Lakasha). Allison was working behind the desk & told me that Lakasha wouldn't be returning until Monday. I asked her if there was anyone else in management I could speak to but she regretfully said there wouldn't be anyone until Monday. She told me that it was unacceptable & she'd be very upset too, but she couldn't do anything to make up for it (not even take off parking costs at the hotel) because management had to do it. I want to emphasize that through this ridiculous, unacceptable, & awful experience, Allison was the only person that was nice, apologetic, & understanding. So this hotel has a sudden crisis with the power outage, they don’t know what guests are actually in what room, no one working has privileges to make any sort of changes or accommodations, & the there is absolutely no management available for the entire weekend?! This seems like a terrible strategy to deal with a crises & seems like a terrible plan during a regular weekend. Additionally, when checking out on Sunday, the valet could not find my key in the box. When I found it where it had fallen off a hook & was shoved under the rows, it did not even have a tag on it to identify that it belonged to me or my car. I was not refunded anything, was not upgraded to anything, and received nothing for all...

I booked a 2 bed suite for the family as our son was moving back to Georgia Tech. I fully expected some adjustments due to Covid & the pandemic but so many issues that just didn’t make sense. Please know that they do not offer in room service during your stay. No maid service or cleaning which is fine for a night or two with 1-2 people but a family of 4 not so much. As trash accumulated we needed to dispose of it ourselves or let it pile up. You need to call for more towels and other in room amenities like toilet paper, tissue, shampoo, etc. Calling may not be a big deal except this Hilton Garden Inn is combined with a Homewood Suites and they are currently using the Homewood lobby for check-in and everything so calling the front desk from our Hilton Garden room goes unanswered so had to go down to lobby a lot. Also the keys to open doors to even get in and out of the lobby don’t work because Hilton Garden keys don’t work on the Homewood side doors. I also figured that while the on site restaurant would probably be closed to dine in service at least the kitchen would take in room orders for pickup/carryout or room service delivery but No such luck there. If you want food you need to get it yourself off site or use a delivery service like Door Dash. The room itself was mediocre at best. Shower curtain was ripping off and as for cleanliness, I awoke from the first night with a very long hair on my face that didn’t belong to me or my 2 sons and my wife didn’t join us till the following night. The complimentary breakfast consisted of prepackaged danishes or individually wrapped bagels only. Of course in room coffee supplies are not refilled since no in room services so bring your own or go down and get from the front desk each day. May also be worth noting that even the TVs were a bit frustrating as there is a long several second delay between changing channels and occasionally no picture at all and the TV shuts off for no reason. Again, I get adjustments due to current situation but most of this has nothing to do with that. Why not have someone come by rooms during the day with maid cart and offer to exchange towels and refill the in room supplies? Most other restaurants are still operating and simply offering in room dining only seems simple enough. I’ve been a Hilton Honors member and stayed exclusively at Hilton properties for years now and I really expected more from them. I also couldn’t get my request for a higher floor honored either and it really didn’t seem that busy but that’s not such a huge deal. I will more than likely avoid this property again in the future.

Update 10/17/2020 I have yet to hear from Hilton or anyone from this property about my complaints or issues. Obviously they do not care about customers.

Update 11/14/2020: Mr. Abraham,

Over a week ago I saw that you replied to my review and asked to email you to “further discuss.” As I emailed you on 11/4 per your request I still have not heard back. Perhaps I am confused about what constitutes...

This was the most frustrating hotel stay I've had. I will never stay again. Please note these points before you stay: three different people were given keys to our room and ENTERED OUR ROOM WHILE WE WERE SLEEPING. only ONE out of the three knocked. One family was told they were checking into our room and fully entered before realizing we were napping. None of the individuals that entered were working in housekeeping and all had a key! when my dad went down to the front desk to complain after the first person entered our room, they only offered him half off our first night and then allowed it to happen TWO MORE TIMES during our stay with no resolution. the first room we were given had a bullet hole in the door that they barely patched. valet parking is not optional and costs $45/night, even if you are coming for an event or the staff originally tells you otherwise. when I saw the valet charge we were told we wouldn't have on the final bill, the manager refused to do anything about it because the numerous employees that told us we wouldn't have to pay were off that day and she couldn't confirm. our room keys malfunctioned three times in our two night stay, causing us to go down to the front desk. both rooms we were assigned were uncomfortably dirty, but since we came to Atlanta for a wedding at the hotel, we ended up having to clean them ourselves due to time restraints. COVID note: if you are wary of Covid at all, this is not the place to stay. 90% of employees did not wear masks, even while serving food and when my mom explained she was high risk and would like to either self park or have the valet just wear a mask in the car, they said self park wasn't an option and proceeded to drive her car twice maskless anyway. the hotel is extremely understaffed (not their fault obviously and we were more empathetic of this point) meaning they workers are extremely overscheduled and were working lengthy shifts throughout our stay. the manager told me I could call corporate after my stay to get a refund because of all of the problems, but corporate was HORRIBLE. The supervisor that answered was rude when I called, kept referring to the safety issues above as "inconveniences", and only offered to provide me Hilton points for a future stay in return for "resolving and closing" this conflict. I informed her that if this is how corporate treats their customers, I don't want to support the company at all. She told me to call the location again for a refund. Finally, because the location is understaffed, NOBODY answers the phone. This was the worst experience. DO NOT STAY HERE if you are worried about safety, covid, cleanliness, or...