Kimpton Shane Hotel — Hotel in Atlanta

Update 07/4/2023

The manager from the property reached out to me directly and corrected the error that was made with my booking. It was really considerate of her to call me to validate that a mistake was made. As previously mentioned in the original review, I love everything about this property and I look forward to visiting it again soon.

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First, I want to start by saying that my initial impression of this property was that it’s gorgeous! Very well appointed and I’m the perfect location. It has all of the modern elements, and unique charm, that I appreciate about a luxury hotel. I was due to stay at Kimpton Shane for two nights using a United Chase Luxury Hotels & Resorts (LHR) Collection booking. This was a program through my credit card that gave me hotel credit, free breakfast for the days I stayed and a room upgrade. My check in went very well with the two representatives being very friendly and helpful. I received all of the benefits of the United Chase LHR Collection program to include the room upgrade. Everything was going great! Once I arrived at my upgraded room, I was pleasantly surprised to see that I was upgraded to a very nice suite with 90 degree views of NE Midtown. This room was incredible!! I was very impressed with the finishes and the details in every area of the room. My two nights stay at the property were great! The only issues I ran into were that the refrigerator was unplugged so everything was warm in the fridge and there was no iron or ironing board. I did call down to the front desk and they brought me up the iron and ironing board in about 20 minutes. Other than those minor things, everything was perfect!

Everything about this property was great while I was there but it was the post visit events that prompted this review. After a couple days passed from me checking out of the property, I received the statement for my stay. The statement had that I stayed at Kimpton Shane for 3 nights and I had actually only stayed for 2. Further proof of this was the fact that I booked my stay through the United Chase LHR Collection portal and got upfront pricing even before checking in. I called the hotel to ask them to send me over another receipt to see if I was getting accurate information. I never received that receipt even though I verified my email with the representative over the phone. After not receiving the receipt that was supposedly emailed to me, I reached back out to the property to discuss the situation with the property manager. I explained to her what the issue was and she said that she had to look into it with someone else but that she would have to call me right back. It’s been a week since that call and hence the reason for this review. I was overcharged nearly $300 for a night that I didn’t stay at the property. I haven’t received any follow ups, correspondence, credits to my credit card or anything. Just silence!! To me that says that Kimpton Shane does not value their customers especially the ones that hole high IHG status like I do. I’m Platinum Elite with IHG and this is how I was treated for patronizing this establishment. I can only imagine how they treat people that are not a part of their loyalty programs. This incident was so unfortunate because I had planned to stay there again on my return visit to Midtown next week. Needless to say, I will not be giving them anymore of my business until someone makes this right. I just want Kimpton Shane to live up to the high end luxury brand image that they give off from initial impressions and treat their customers with care and understanding. That’s not too much to ask for a service we are willing to pay a nice sun...

I picked this trip for my birthday before I left for my trip out of the country. Things were what I thought was going good until around 2 am when my husband & I woke up to a hot room with the temperature at 75 degrees, he tried adjusting it to no success. It wasn’t working properly. I checked the temperature outside and it was 76 degrees, so imagine it’s the same temperature as it would be if you were outside. I messaged a worker by the name of Maurisa who sent out a welcome text when we checked in & let her knew the room was hot & the ac wasn’t working. Her first response was she was sorry & would get an engineer to look at it in the morning. Well that was ok to the next guest and I was totally fine with that as no one else should have to stay in a hot room but that did nothing to accommodate us. She then after a few mins texted did we want to switch rooms. Mind you, this was at 2:29 AM and we were getting up at 4:30 AM to catch an early flight so I explained to her that it would be pointless to pack up our things & go to another room for 2 hours at 2:30 in the morning when we were soon going to be getting ready for our flight. I explained to her that over $200 per night was too much to be paying for an hot room & I would instead like to speak to a manager to receive a rightfully discount on the hot room we stayed in. I asked Maurisa would there be an manager there when we checked out & she lied & said yes. Upon checking out, the worker was told our issue & he said there was no manager there but she would be there around 9 am. He took down my info & said that the manager would be giving me a call in the morning & told me her name is Chantel. Well Chantel never called so I called back to the hotel & asked for her. The person who answered the phone, said she was there & took down my info but told me that I had called a different area of the hotel, not the front desk. I explained to them my situation & they agreed that I paid too much to be in a hot room & wrote down my info to give to Chantel to call me back & long & behold, Chantel failed to reach out to me again. This is very unprofessional & I do not recommend this hotel to anyone as my situation wasn’t rectified. That’s 3 different ppl who so call relayed my concerns to Chantel & nothing was done. Save your hard earned money & spend it on a hotel that cares about your concerns & wellbeing cause this one certainly doesn’t!!! You want to support your own kind but I see why it fails every time! Do better Kimpton & fix the ac, customer service & and other issues you have cause yall are too darn high to not have top service & to not address your customers concerns!!!!!!!!!!!!! UPDATE: A lady by the name of Shakari Marshal reached out to me a few days later & rectified the situation! I was given points that could be used towards another stay at any of...

You ever just wonder what happened to the hospitality industry? I do often- it’s just isn’t the same! Good Customer Service is getting harder and harder to find in Metro Atlanta…. Even though wages have gone up in some areas and companies- You would think that it would give more chances for more qualified individuals who want to work in this industry… Mediocre must go!

Arrived to The Kimpton Shane Hotel looking for that impressive experience. Unfortunately was very disappointed with how the hotel was being ran…. Short Staffed starting with “The Valet”. Lack of training or maybe they were not exercising their training one or the other… Had my $40 tips ready for the valet and possible doorman if they were available. However nothing, had to get my own bag out of my car and drag it inside the lobby.

We got out of our vehicle and was trying to figure out what to do??? Anyways after being served our valet ticket we went inside and waited to be served at the counter. Again, the hotel wasn’t extremely busy, but under staffed… The guest in front of me was being handled —- I mean being helped 😁 - in which it was a lot of professional Nice Nastiness from the front counter… still trying to figure that one out??? The lady the was on the computer did not greet us because she was really involved with her work and we had to hear everything the guest was dealing with along with waiting for the other staff member behind the desk to greet us and check us in… Just say “ Hello and Welcome” I will be with shortly”. But to say nothing c’mon America this is not good customer service… Just Attitude for no reason….

Side note-

My wife and I had a bad feeling about our car being valeted and we should went with our gut feeling, because the next day we retrieved our car it had been damaged… Someone backed into something and scraped the rim wheel and the tire. It left a crazy rash… we reported it and got a claim going. The car wasn’t damaged before we took it there, but the valet company which is a 3rd party contractor the hotel is in contract with Denied my claim…

My car is a BMW iX M60 so yes I’m salty!!!

Anyways, the room we had was oversized, the bed was low, the pillows were comfortable but not enough, there is not a refrigerator or microwave. The food was overpriced, but tasted ok… nothing to go back and tell your mama… However the highlight was the location near the Atlantic Station plenty of shopping close to Buckhead Lenox Mall and Downtown ATLANTA. Honestly, this hotel was clean, and had some good amenities, but if you are over the age 40- DONT WASTE YOUR TIME OR MONEY! there are better choice hotels in the area that would...