Loews Atlanta Hotel — Hotel in Atlanta

One of the best hotel experiences….EVER!! 10/10 highly recommend!

First, let me start by saying that the hotel is easily accessible with options to self park and valet. I choice the self park option and left my rental in the garage for the entire length of my stay. I returned to it being in the same condition I left it. The garage is safe and well lit so it was a great option to have. Next, I arrived to the hotel and was instantly greeting by multiple staff members of the hotel. Everyone was so friendly and welcoming as if it was an apartment building and they knew me already. I immediately felt like I made the right choice to stay here. During my check-in, I was warmly greeted by Jordan who immediately acknowledged me and asked how I was. He then proceeded to check in the system and saw that I booked through the AMEX Fine Hotels & Resorts (FHR) That’s when all of the magic began to take place. I wasn’t sure what the FHR included but Jordan did a great job of explaining it to me and making sure I had my questions answered. After explaining the FHR package, he told me that he was going to give me a nice upgrade that was included in the package. I wasn’t quite sure what to expect but upgrades are always welcomed from me. He set me up with everything I needed and gave me the keys to my new dwelling for the weekend. He directed me to the elevators and after thanking him several times for his courteousness, I was on my way.

Upon arriving to my upgraded home for the weekend, I could instantly tell that my room was different from the others on the floor. It seemed to be its own section of the floor so I was eager to see what awaited me when I opened the door. Once I opened the door, I got this really pleasant aroma of pure bliss that made me think that the room was just cleaned before I got there. I proceeded inside which is when I noticed that this room was amazing!! It was an apartment masquerading as a hotel room! I knew, yet again, that this was absolutely the right choice. I went on to find my way around the room and offloading my luggage. I opened the curtains to a gorgeous city view overlooking Peachtree St. It was perfect and I settled in for what was sure to be a great weekend!

So next on the list of great things was the food and the food service. With the FHR package, room service and bar purchases are included up to a certain amount. I can’t give specifics because it varies depending on the amount of nights you stay. While I was at the hotel, I ordered room service everyday and made a trip to the bar in the evening for drinks and small bites. Much to my pleasant surprise, everything that I ordered from both room service and the bar were graciously covered by the FHR package. I couldn’t believe it!! This is where most of the money is spent in hotels so I was elated to find out the Loew’s and AMEX FHR deal was the real thing!! Also, the food quality, preparation and service was immaculate. Everything I have was flavorful and really well executed. I hardly wanted to leave the room to try restaurants because they set the bar pretty high right there in the hotel. I wrapped up my stay on a Monday and check out was a breeze. Again, Jordan was there to close out my stay and inform me of the outstanding charges I was needing to pay. Once I got my final bill, I could have hugged everybody in the lobby. I couldn’t believe that I only owed the amount of the items I got from the mini bar. I was shocked but in the most gracious way imaginable.

The overall cleanliness of the hotel, the friendly staff, the very well executed food and drinks, the ease of finding everything and accessing the amenities made this the perfect experience all around!! I just want to give a big THANK YOU to Jordan and the staff for their attentiveness and energy! There was also a beautiful person working in the market that I had a great conversation with. I can’t remember her name but she is just as amazing! Thank you all for a great time and I will certainly...

This was our first time staying at this hotel brand and it will certainly be our last. We were over the moon when we found a luxury brand hotel that allowed us to bring our furbabies, but this was not what we expected.

Upon arrival, our experience was less than great. I went to the front desk to check into our room. I told the gentleman my last name to get started. At first, he had trouble finding the reservation, then told me the hotel had already checked us in, which didn't make sense. He also didn't ask for a credit card to hold the room for incidentals or a driver's license.

We made our way up to our supposed room 2438 and when we tried to go in, turned out it was occupied. The gentleman apologized and then left us in the hallway to get our correct keys and room.

Curious as to how this could happen I spoke to the lady that was in room 2438 and asked her what her first and last name were in case they mixed us up, which would make sense. Turns out she had a completely different first and last name. That was nowhere near mine.

If the gentlemen at the front checking people in had just checked my ID and my confirmation number he wouldn't have made a mistake. I understand mistakes happen, all I needed was an apology and we would have been fine.

My husband went down to get the correct room and room keys and they told him that we had the same last name as the occupant of room 2438. Which was a bold-faced lie. That was the first problem, and I don't appreciate being lied to.

We also requested a higher floor, which they did not honor, nor told us they couldn't accommodate. So we ended up in room 1220. The room was nice at first until we realized the ceiling had what looked like water damage and paint covering which we hoped wasn't black mold. The "do not disturb" sign on the door handle was filthy. While we were getting settled a gentleman approached my husband in the middle of the hallway to tell him our credit card was "declined". Which was rude to do in the middle of the hall. What didn't make sense is they didn't even ask for a credit card from me when we checked in. They then proceeded to call our room to tell me the card was declined.

When I went down to give them my credit card, I asked them what the last 4 digits were in case they used the card for the booking from a month ago. I have that card locked as a fraud precaution. He then came up with a random number which made no sense. So again another lie within the first 20 minutes of our stay.

We really wanted to leave at this point and go stay at another hotel but our pets had been in the car for 4 hours already and we just wanted to get them settled and limit the stress.

We stayed for 2 nights with no other issues. The beds were comfortable and we loved the gym. The housekeeper was very sweet and gave us extra towels. The valet team was excellent and very accommodating.

But then when my husband went to check out he found out that they charged us for the higher floor which we did not get. Fortunately, they removed the extra charge and we were on our way.

This was a huge disappointment as we do not take trips often. We wasted over $1,000 just to be let down by a stated "luxury" hotel. Which is unfortunate. If I knew this was going to be our experience I would have just stayed at a cheaper hotel. I don't mind paying more for a better experience and we understand...

TLDR: I requested fresh towels and washcloths for my room and for it to be serviced. I left my room for 3 hours and never got my room serviced or fresh towels and washcloths. I had to visit the front desk twice to receive them and after the second time I got them, because I stayed waiting at front desk.

The reservation process was seamless to make and confirmation came in a timely fashion once I reserved my room. To my surprise Loews was accommodating to a last min reservation. Prior to arrival my husband submitted a CCA and I received the signed document via email confirming it was signed and submitted to the hotel.

I checked in on 10/17 at approx 6PM and self-parked in the hotel and retail garage. The front desk agent gave a warm welcome and asked me for my credit card and ID. I explained to her a CCA was on my reservation and she had told me it was only present for room and tax. I went into my email to present her the signed document and she acknowledged it and later refreshed my account to add the CCA which authorized all charges.

Once finally checked in I quickly got dressed to head out for the night and came back downstairs to have overnight parking added to my room. I was enthusiastically approached by two Bellhop gentlemen. I expressed I needed overnight parking and they both said to go to the bartender to have my parking ticketed validated. I thanked them for their help and did exactly that.

When I got to the gate to exit the parking garage the ticket was inserted in the machine and totaled $6. I called the garage attendant to explain I was a hotel guest and was staying for two nights. He explained to me that the validation was for patrons of the hotel's restaurant and that I would need my hotel card registered for in/out privileges. He let me leave without incident and I made sure to go to the front desk in the morning (10/18) to get my key card updated.

On Saturday, 10/18, At 2pm I texted the hotel number and requested my room have fresh towels, washcloths, and turndown, when serviced. I scheduled my room to be serviced initially at 3:30pm and quickly modified it for 4pm and was told that would happen. By 3pm housekeeping did come and we did have a language barrier. With my limited Spanish I explained to her I was scheduled for 4pm. She understood because she looked at her watch and told me service ended at 5pm. I told her again as best I could that's fine and I would still like it done at 4. She agreed and left. I returned to my room at 6pm and to my surprise it was never serviced, towels and washcloths were never delivered, and no turndown was done.

After a few mins bath and hand towels were delivered. Completely ignored my requests for the third time to bring washcloths, I decided to see front desk. At this point it was 7:25pm and I was now running late for my event. The man at the front desk apologized and seemed to communicate on the computer to bring washcloths to my room but again, no one came. For a luxury hotel this entire experience was everything BUT luxurious. For over $700 for my stay and a $150 hold each night for incidentals ($300) and $40 per night for in/out parking (which costs more than what the garage charges for a lost ticket to exit the garage) this was an overpriced and underwhelming stay from beginning until I...