Home2 Suites by Hilton Atlanta Midtown — Hotel in Atlanta

Upon checking in at 5:30 pm, found that our tub had shower gel residue and the shower gel dispenser was broken with no shower gel. We only had 1/4 roll of toilet paper, our phone in the room was not working and our alarm clock was not working either. Called downstairs on my cell phone, she sent the house person with toilet paper, and he was suppose to fix the phone and alarm clock. He cleaned the tub by just wiping of with a rag, using no spray , disinfectant or water. Now the clock, he spent 45 mins trying to figure out why it was not working. He tried to plug the clock in a different plug and it still didn't work. He left and we left for dinner thinking it would be fixed when we get back after 2 hrs and it was not. He left it unplug exactly where he left it. I took the clock downstairs at front desk and asked her I need a new clock, she removed one from another room and it worked. Why didn't the other person do that in first place? It would have solved the problem. Next day, before I left, housekeeping was next to my room and I had asked her to service our room. When we got back in the room at 2;45 PM, our room was not serviced. I called downstairs on my cell phone for the phone in the room was still not working and front desk advised me they have gotten hold of the head housekeeper and our room will be serviced that day. We got back in our room at 9:30 pm and our room was NOT serviced. Once again I called front desk, and was told to come downstairs to collect fresh towels for he was working by himself and had nobody to bring them up to my room. When I went downstairs to collect towels, I had to wait about 10 mins, for he had to go behind the breakfast area and fold towels, so he can give them to me. He was not only folding towels for me, but for the amount of towels he folded, I can see that other guests have also called down for towels. When I picked up the towels I advised I needed room service the next day. He acknowledged me and made a note for the morning. Next morning, we had a knock on the door at 8:00 am from housekeeping ,even though I had do not disturb tag on, she said she was just checking to see if we were in the room. I told her to come later on. We came back to our room at night , around 8:30 pm and found housekeeping did the beds and took dirty towels of 2 days and that's it. He/she did not leave clean towels or picked up trash of 2 days .Very disappointing. Every time I called front desk or went downstairs to them, all they did was apologize and not take care of the problem or follow up on it. Breakfast was awful. Waffle batter had brown specs in it. Oatmeal was from the day before, because it was a mush and the container/pot it was in had a dry ring around it, for it was the same oatmeal from day before. Fruit was also not put away, it was left out from day before. Parking, I know is a issue in Midtown, but this hotel does not have a secure parking lot. 2 out 3 days I was there, one of gates was broken, so anybody can walk in and have access to the hotel elevator, by passing lobby. Parking is very tight and narrow, it is like a dungeon. I am really disappointed at this Hilton Product. All they did to correct is apologize and nothing else. Communication between department at this property is completely...

I'm not sure what this place is, but it is certainly not a Home2/Hilton. I might as well had been camping. I have never stayed in such a dysfunctional, unprofessional, and inconsistent hotel in my life. Check in was okay, but there was only a mention of an ice maker - no mention of coffee machines or water for Diamond members that is the standard at other Home2 properties. When I got to Room 902, unlike other Hilton properties in the pandemic, there was no blue seal on the door. This oddity wouldn't otherwise be an issue, but the tea, toiletries (soap, lotion), and dishwashing detergent were not replenished from past guests. Our bathroom was also MISSING TOILET PAPER (I've never experienced this in my life) and there were no extra rolls to replenish it ourselves. Fortunately, we discovered the issue before things got messy! You'd think there would be a roll ready to go or at the minimum an extra lying around for us to install one ourselves, but that was too much to ask for this hotel. The box spring or mattress on my bed seemed broken, so there was quite a sink towards the middle of the room. The beds were the most bare I've ever encountered, and there were only blankets on top of the regular sheets - no comforters or heavier blankets like what you'd find virtually every other hotel/motel in the world. When I asked for a comforter/a heavier sheet, housekeeping brought more of the blankets that were on the bed, some two hours after I asked. The next day, I asked the person at the front desk about it and they told me they only have blankets at the hotel. I've stayed at all kinds of hotels throughout the world and I have never been to a property where they only had meager blankets. We ran out of shower gel on the second day and requested a refill (we never received it). The woman at the front desk gave me travel sized lotion (lotion was never provided in the bathroom) and shower gel for the time being. This would've been enough, but when I returned to my room, I discovered that they were obviously previously used Bath & Body Works products (see photos), so needless to say I did not use them. Luckily, I usually bring some of my own in my travel bag. There were also no trash bags or laundry bags in the room. For my non-bedding requests, ranging from the toilet paper to the toiletries - all of which were the result of staff negligence - I had to go down to the front desk myself for them and received no apology whatsoever. Also, from a COVID perspective, the staff don't wear consistently wear masks and we interacted with housekeeping that did not wear masks around us. Unlike other Hilton properties, there were no Lysol wipes available for guest use - again, simply not up to standard. The reviews for this hotel are astonishingly high based on my experiences, so don't be fooled like...

We booked a stay at this hotel because we've had very good experiences at Home2 Suites in the past, however, we can't say the same about this experience. Upon arrival, we were very unimpressed with the parking garage which was extremely tiny and honestly, if you have any vehicle larger than a standard minivan, I'd expect it would be pretty much impossible to navigate the garage. Once we got to our room, we were disappointed to see that we were given a 1 King room instead of the 2 Queens that we had booked. Fortunately, my dad was willing to take the sofa bed (for which we couldn't find the bedding for), because we were told we were SOL for the night because they didn't have any 2 queen beds available for the night. So why was I allowed to book a 2 queen bed room if one wasn't available? They even checked and saw that there was no mistake on my end, and that I had even booked directly from their website and not a third party website, so there shouldn't have been any discrepancy. Fortunately, they were able to move us to another room early the next morning, however, that room did not have toilet paper, tissue paper, or a working iron. We requested all of those items from the front desk, and after waiting a significantly long time, my mother went to the front desk herself to request the items again, and we finally received at least a working iron after waiting another 20-30 minutes. The toilet paper we never received. We stopped by the front desk again and asked for some, and the person at the desk reluctantly gave us one roll that was sitting there (thinking back, I wonder if this was the toilet paper that was supposed to be delivered to us, but no one wanted to bring it to us). We had to ask for the second roll which we knew we would need, but we were made to feel as if we were asking for too much. That interaction was pretty much the type of service we received our entire stay - no one offered a smile or friendly words unless we were first to do so. As for the cleanliness of the room, it was barely passing. My sister found a chewed straw and wrapper behind our mattress. The carpet had skid marks of something on it. And fortunately, we didn't need to use anything from the kitchen because it wasn't up to par at all. The room was very small and cramped, which is to be expected for a hotel trying to fit into a busy city, but on top of everything else, it was just another reason to be disappointed with our stay. Fortunately, we were comped for our first night since there was the mistake with the room, but overall, I think I can speak for my entire family to say that our favorite part of the trip was when we checked out. I'll never say never - but this would definitely be a last resort for us if we were to...