Residence Inn by Marriott Atlanta Downtown — Hotel in Atlanta

I booked a king studio 4 weeks in advance and check in was at 4pm. We arrive to complete mayhem at 630pm. Several people were waiting for their room. Thinking I had made RSVP 4 weeks inadvance, we would be good and we were 2.5 hours passed the 4pm check in...I was wrong. Phones were ringing, people were complaining and I give credit to the 2 desk conceirges. They were so overwhelmed I said we would wait for our room. The one stated they were swamped with reservations...I asked if they were short of help and was told no, only 1 had called off with COVID...they were suprised with the last minute reservations. Really...1st the Peach Bowl was being held and New Year festivities were being held...poor planning. We left and went to get dinner and came back 2 hours later to be told our room wasn't ready, however, they would upgrade me to a queen 1 bedroom suit. We took it because we had driven for 12 hours to get there. Got to the room, the keys wouldn't unlock the door, went back down to the desk and they called the on call maintenace room. He arrived and jingled the door knob and it opened. Guess you need 2 hands to get the door to open. Got inside and there were zero towles and on the bedroom window sill there was a 1/2 empty poweraide bottle. The bathroom had hair throughout the floor. The exhaust fan was black with dust. The mold surrounding the tub and floor from sitting water was thick. Saturday, I take a shower and the faucet fell off into the tub. My husband came in and put it back on. We headed to breakfast which was fine. We left for the Peach Bowl festivities. I was told by the night concierge the night before he would award me 20k points for our Marriott Bonvey program because we had wait on the room. Today, as I checked out, I reminded the concierge about the 20K awarded points and she said she would remind the male conceirge about his promise. As we are driving I see we were not actually "upgraded" because additional 4k points were taken out for the upgrade that we really didn't want...however, it was 9pm and we didn't want to wait for a king studio to be cleaned. We also learned as we checked out today that they actually had super bad staffing that weekend because of call offs. She said it has been a horrible weekend. I felt bad for her because you could see the frustration on her face. Long story short...please be honest with your customers and don't say you will upgrade their room and then take another 4k points. I did receive an email that I was awarded 20k points tonight. I suggest some corporate support to help out the boots on the ground. You have surronding Marriott hotels, I suggest pulling some key positions and have a on-call pool where they can cover their sister communities when needed. I've done this in the business I run and it has come in super handy. We bonus those associates and pay milage. It has been a win win for the Healthcare setting I run. I also suggest all open rooms have a final walk through before customers arrive. Do you have a regional of operations that can help your hotels when they are slammed? Just a suggestion to set your brand...

I must recommend that you not stay at this hotel. This hotel and its management were a major damper on our weekend in Atlanta. Terrible customer service from the manager, Yancy, and it seems like there was poor communication across the board between staff. On our first of three nights at the hotel, my friends and I awoke to a leak coming from the bathroom ceiling. Not just a drop or two, it was a steady stream of water from the light fixture on the ceiling in the bathroom. We called the front desk and since it was about 1am, there wasn’t much that the staff could do; however, no one even came into our room to check out the problem. We could not switch rooms because the only other room available had one bed – we needed two. The water stopped after about 1.5 hrs, thankfully, but we NEVER heard back from any staff about this problem during our whole entire stay. At this point, it could have been a safety issue had we not taken care of the problem ourselves and cleaned it up in the middle of the night. Again, NO ONE from the hotel was able to help us with this problem (apart from the night shift receptionist, Yolanda, who was not able to do much) and we felt completely ignored the whole weekend. I’m not sure if this was a breakdown in communication or not, since obviously this problem should have been reported to the manager and we should have been contacted about a follow-up. That was our first problem with the hotel, but our experience stayed in decline. We ended up having cold water in the shower on Saturday. That day and Sunday we also experienced the elevators in the building shaking while transporting us and it was skipping floors that we requested to stop on. Again, this seemed like a safety issue. When we were finally able to talk to a manager, it was Monday morning before our check out time. The manager, Yancy, continued to work on her computer while I was explaining our problems over the weekend and made it clear in her attitude, tone of voice, and responses to me that she did not care about our inconveniences and safety concerns. She was able to give us Friday night for free, but said she could not comp the other two nights because there was no documentation. (If there was documentation of our problem Friday night, we should have been followed up with and that did not happen.) I genuinely felt like our stress with the hotel and issues throughout the weekend warranted compensation for at least our second night as well, yet she was unwilling to accommodate that. If she was unable and not just unwilling to accommodate that, she should have involved her manager or someone higher up that we could talk to. She mentioned her manager by name, Rodney, but she simply put her foot down and did not give us any other options to help ease our burdens from the weekend. I called the Marriott corporate number and, while they were very sympathetic, they said they ultimately back up the hotel's decision. This was the poorest I’ve ever been treated by any hotel staff, and must recommend that you put your hard-earned money in the hands of a different hotel that will treat you...

This is the worst experience I have ever had at a Marriott hotel. If you are with kids /family this isn’t the ideal hotel for you. The hotel is in the middle of downtown, meaning there is no where to park. Valet will cost you 35$ a night. Which valet lost my rental car keys, but I’ll get to that experience. The rooms need updating. We booked a king suite, ended up in a queen. Lots of homeless wandering around. No space to eat in the breakfast area, however the complimentary breakfast was okay.

Valet experience. On the day of check out, I waited 45minutes in 40 degrees weather just to be told that valet has lost my rental car keys. My 8month old babies stroller and car seat were locked in the rental car. The operational manager was nice enough to take her personal vehicle and give me a ride to the airport. She also did most of the communication with the rental car company .They also put my family of five in room until I got this situated.

After waiting 3 hours at the Atlanta Airport, I was given another vehicle. At this point another 496 dollar hold was put on my credit card . My family waited at the hotel with no food and no means of being able to get any. I returned to the hotel to pick up my family. I asked the operational manager Jasmine Campbell to please either write me an incident report or print one out that just stated what took place . I was told what it sounds like was I was looking for liability, and that she Could not provide that. I kept being told that the valet company is third party and not affiliated with Marriott.

The incident report was given to me to fill even though it was required to be done by a Marriott employee. After filling it out I was told to leave the witness portion blank and one other section. I asked if I can get a copy of the incident report and was told no. I Then asked if I could see the portions that the manger was allegedly suppose to fill out, she then told me that there was nothing for her to fill out. The manager made it clear that she wasn’t assuming liability for my lost rental car key. All she seemed to care about at that time was ensuring that Marriott wasn’t held responsible for my lost rental car key. She refused to give me any kind of paper trail as to what happened that day.

William at the front desk and Shasta were very professional and ensured that I had a good stay. I needed a play pen and extra Blankets and it was brought up to my room w/o any issues.

As a loyal Marriott Bonvoy member I will NEVER use Marriott or any of their affiliates.

The operational mangers gestures were nice but it doesn’t make up for this horrible experience and the inconvenience it has caused my family and I.

I will update this review once I return the rental car and see if the valet Company steps up and coverS the towing fee and rental key...