Home2 Suites by Hilton Atlanta Downtown — Hotel in Atlanta

UPDATE: THE RESPONSE BELOW FROM THE HOTEL IS CRAZY, YALL OBVIOUSLY DONT TRY TO ACCOMMODATE ALL GUEST WHEN YALL STILL OWN ME MONEY & HAVENT TRIED TO RESOLVE THE ISSUE. THATS CALLED THEFT, FRAUD & UNAUTHORIZED USE

LONG BUT WORTH THE READ!!! I NEVER DO REVIEWS (even when I'm not satisfied)

I did a 4 night stay here last month for an event and I called into Hilton (thought it was the hotel but it was customer service) to make a prepaid reservation so that it would be taken care of once I arrived and so I would receive the lower rate available (671.83).

Upon arrival I noticed it wasn't the hotel I thought it was but after speaking to the young man at the front he assured me this hotel was closer to the Georgia World Congress than the Hilton I stayed in few blocks away the previous year. I felt better! I received my key and NEVER recalled swiping my card!

The next morning (Friday) I checked my account (it's apart of my routine) and I saw a charge for 871.83 pending. I called Hilton and they said I needed to go to the front desk because they couldnt see a charge from the hotel. I went to the desk and told them it was a mix up because I had already been charged for the full stay, the young man from the day before said we'll that's for incidentals. I said I understand however the incidentals should be for 200 (50 a night) NOT another full stay! At this time my card had a hold of 671.83 AND 871.83. He said he would have Cassandra the MGR contact me and she did a few hrs later. She told me she cleared up the issue and the pending amount was refunded but of course since it was the weekend it wouldn't be until Tuesday or Wednesday of the following week. Fast forward we flew out 1st thing Monday morning. Tuesday morning I not only see that the charge is still pending but there is ANOTHER charge pending of 671.83. So at this time Hilton now has a charge of 671.83 on hold on my credit card THREE times!!!!!

I emailed Cassandra letting her know it still was not resolved and there was now another charge. Montiga (AGM) replied back the following day telling me I needed to reach out and get a VCC... HUH. I had NO idea who she was and I said just that! Why are you contacting me telling me what I need to do and you obviously are lost in what's going on. Fast forward I called to explain the situation and she kept telling me what I supposedly said previously to other people and I told her she was incorrect and should ASK me what happened rather than telling me what she thought she knew based off what she thought she heard from someone else (prime example of the game telephone, information gets mixed up by the time it actually reaches you) it was very unprofessional and she never listened to my side. She then hung up on me and said have a nice day (Cassandra was out until the following Tuesday)... I called Hilton and made a formal complaint, I guy I spoke with assured me it would all be taken care of and to call back if it hadn't been resolved in 3 days... well you guessed it not only was it NOT taken care of they charged me again on the 30th. I am confused how a merchant just continue to pull money from your card when they are not authorized to do so. There was also a several for that one but I still have the other 3 charges just sitting sigh Well... I emailed and emailed and emailed when Cassandra was back with Montiga AND customer service cc'd and guess who's gotten back to me to assist... you guessed it NO ONE!!!! At this point Hilton has committed fraud and I am stuck with no assistance from Hilton, a locked credit card and I am just waiting on someone to do something. It's been almost 3 weeks...

I've Been super patient & we always stay with Hilton but that's def about to change!

Sad part is the location was great besides the loud noise at night, was still able to rest. Room was a nice size with a full fridge and wet bar. Remote was broken, they said they would bring a new one but never did. I was still able to use the broken one. Hot water was always just Luke warm. Kitchen staff...

I want to preface this review by saying the Two - Star review is strictly due to the MANAGEMENT OF THIS PARTICULAR HILTON; not Hilton in general. Hilton has been fantastic, and actually stepped in and solved everything for me when the Management here couldn't.

My girlfriend and I stayed at this particular hotel on 9/24/2025 on the seventh floor for a Concert close by. The room was great, and the location was absolutely perfect! However, when we came back from the concert, we were informed there was a huge leak on the nineth floor. There was water absolutely everywhere all over the lobby. The elevators were shut down and we could only use the stairs; it was such a huge mess. We went to our room to assess the damage, and sure enough it was just as bad in our room. Water was quite literally funneling out from the light fixtures in our bathroom, and every inch of the floor was soaked. So after taking some videos to show the front desk, we grabbed our things and headed back to the lobby; obviously we couldn't stay here anymore. And again to give credit where it's due, the staff that night was really great and super understanding. The woman at the front desk told me everything would be refunded and taken care of, and informed valet that we were leaving so we could get our car back. In hindsight, I should have gotten the name of the woman and some documentation of the refund; but at the time since almost everybody was checking out, it wasn't a major concern of mine. My main concern was figuring out where we were going to stay that night instead.

Fast forward to a few days ago, I notice my card was still charged the full amount for the one night stay. I called the hotel to check the status of the refund, but the call was dropped after a few minutes. I call Hilton themselves, and they get me transferred to the this location. After explaining my situation to a worker there, the person tells me that I can't be refunded because I paid for the no Cancellation rate.

What?

I was left dumbfounded. I explained to him that I didn't cancel the room. The room was leaking water profusely, and there were no other rooms available. After some run-of-the-mill corporate talk and exchanging my information, they said they would get back to me after looking into it that day.

I heard nothing.

I call them again the following day, and much of the same exchange of information happened. THIS time, however, I was told the GM of the location would personally review the information and "see if my room was one of the rooms affected".

...Again, what?

I told them once again that makes no sense, and that I have the video evidence if they want to review it themselves. The person on the phone just reiterated that the GM would call me by the end of day.

And of course, the GM never called me.

So now I'm obviously extremely upset. It took me calling a third time and talking to Adam from Hilton's Headquarters to actually solve the issue and refund me my stay. He asked me for the videos, and all he did was listen to what I was saying and watched the evidence. There was no problem at all after that. And that was all I needed from anyone! But Management at this location gave me no time of day in regards to my situation.

The rest of the staff there were friendly during our stay, but the Management kept dodging me when I needed them the most. I'm sure this is a fine place to stay when everything is right; just be weary if something happens during your visit. I of course don't blame them at all for the water leak as freak accidents like that happen, and that wasn't in anyone's control. However, the way the aftermath was handled was completely unprofessional and only made things worse. Make sure you document everything should anything abnormal happen, and don't trust...

Rough start at first, but not the worst place to stay. The interior is nice and mostly clean. The elevators are extremely tiny like, three people at a time and are really slow. I honestly didn't think I could fit a cart in there. One of them broke during our stay and just kind of sat there and wouldn't read the card. Valet dudes were nice and courteous, Olli at the front desk was awesome also. My problem started my second day when housekeeping was loudly talking about us in the halls, followed by a call from the front telling us we would be charged $250 for smoking in the room. No one was smoking in the room as no one smokes also there were two smoke detectors and like 5 sprinkler heads, who would be that stupid? So we called the front and informed them someone needed to come up to our room and check because we were stumped seeing as how we had all just woke up and we're lying in our PJs watching TV. It was bizarre and out of nowhere, so someone came up and said it smelled like weed but not smoke but no one was smoking yet again totally stumped. There's a giant air duct in the room also so if someone were smoking you'd think that the hallways and other rooms would've smelled but nope, just a random accusation. To be fair we were at shaky knees the night before where there are thousands of people blazing up but it still doesn't warrant having housekeeping gossip about you and your party in the hallways and make accusations for no reason. Anyway we didn't get charged because it didn't happen but I felt after the fact housekeeping was really hovering around our room the remainder of our stay. I kept hearing the door jiggle and we weren't near the elevator (even with a do not disturb sign on), housekeeping came 3 times on the Monday we checked out before 9am (we had late check-out requested at noon) and we said we had late check-out so they're like ok take your time... But I kid you not 15 minutes later again she knocks and says the same thing. It just felt weirdly like we were being punked or trolled. We would look through the peephole and see a housekeeper one day just standing in the hallway by our room just standing and looking. It was really weird. Finally the straw of why I won't stay here again, we had to use about 4 credit cards. We paid half with points and half charge and he said he couldn't use the card on file but we had already paid the balance days prior. So he ran one card but I got a reciept that says it charged another? One night I had a random $120 charge that came through at 3am on my 2nd night.. but it wasn't the card I used. So I felt as if there was some scam going on because in all my stays at Hilton they do not randomly charge various cards, especially not at 3am while you're sleeping and everything is paid for. Seemed weird. when asked at checkout, the dude couldn't tell us why it was authorized to do that seeing as how when we checked in, they said they can't do that. Really not forthcoming and left me with even more suspicion. They do have a rooftop "terrace" which is a great view but pretty small. There was a family of 7 ish out there and they took up the whole table so if you wanna look over the edge cool but there's not many seats. I also noticed there was a huge mess up there two days in a row, like trash cans overflooding w paper plates and food strewn over the ground in the rain. Surprisingly one night I found a cigarette receptacle so I guess smoking is ok on the rooftop but if you come back in smelling like smoke, you'll be harassed (again we weren't smoking). I wanted to stay somewhere smaller with a suite so I chose here but now I'll be rethinking my strategy. Definitely a weird stay, but I got engaged that weekend so they could've really dampened that if they had been any worse. Eh you...