The Burgess Hotel, Atlanta, a Tribute Portfolio Hotel — Hotel in Atlanta

The first time we stayed at this resort is was incredible! The service was better than any Wyndham Timeshare could even hold up! I know because I worked for the Wyndham Vacation Ownership for six and half years and for 4 years of it I worked the front desk . I know what to do and how to handle any complaints that the costumer gives to us with a professional attitude and try to resovle any issues they might have. I even worked when there was construction going inside the units. I have also stayed at a few resorts in the Florida, Star Island and Bonnet Creek in the Orlando area. When we came to the Wingate by Wyndham in Buckhead the first time it was in Oct 2017 for a wedding.

This year we came down the last week of July. I tried to pay everything off in advance so I know what money I needed to have and to spend on. I called on the day I made the resveration and the gentleman who was workng over night said he charged my card in full for it however that was not the case when I went to the Front Desk to check in. Dukle was the one who inform me that it was not charged and was only pre auth. Okay fine people make mistakes I wasn't extremely upset by it. Duke was professional and everyone who worked the Front Desk itself was professional and showed the 10-5 rule to a T. The manager, Tim Digby, however was not at all professional and had a don't care sort of attitude. I was told there was "light" construction and "a couple of amenities was closed". The amenities included the pool, the breakfast area and the gym that is there. Basically all of the first level was closed off. I was not told any of what would be closed just a couple of things with light construction. When we had our construction in our units we sent emails along with doing pre-arrival calls about what construction was going on to forewarn the guest about the not light construction and what would have been closed! At this time I haven't been to sleep in over 24 hours and by the time I got in at 6pm I was ready to fall asleep. I did not want to put up an arguement due to me trying to relax and seeing one of my favorite bands preforming live. We got settled into the room and tried to fall asleep. The construction would continue still around 6:42pm I took a video of it and showed it to Tim. He listened to it. He still looked like he didn't care however he did go look and said they was doing light work. Drilling into the wall is not light work. I apparently don't know what "light work" is. There is also an old/blind wiener dog that was roaming between the unit and the temporary check in desk. Which is odd and not Wyndham protocol at all... Then at 7:30am the following day the construction was going on again. I got this resort for the amenities of the breakfast to which was barely anything for it. The room was nice and clean. The tv was very wonky on working and extremely delayed on turning the volume up and down along with the channels.

I reached out to Wyndham Costumer service after my arrival because this was by far the worst costumer service I have received from any hotel especially with the Wyndham name on it. and Tim replied back by with the following " Dear Ms. Gardener, (Spelling of my last name wrong) we are in receipt of your communication with Wyndham Customer Care relative to your recent stay at the Wingate Buckhead here in Atlanta. We also see that you acknowledge that you were advised of the renovation activity here at the hotel prior to arrival. Further investigation shows that your rate was significantly discounted reflecting the renovation. Based upon this no further compensation will be granted. Thanks for the communication and input. Sincerely, Tim Digby General Manager"

I was not giving a discount because of the renovations. I was given a discount because my mother works for the Wyndham Vacation Ownership now. I will not be staying at this hotel until Tim no longer...

Where Status Means Very Little

Summary: Worst front desk experience I've had. Getting even a same category upgrade is like pulling teeth, leading to quite an uncomfortable start to a stay. "Absolutely not" to suite upgrades. (I understand and accept the hotel's policy, but this is often a deciding factor for me) Self-parking costs $35, same as the Ritz in downtown Atlanta! Slow response to Marriott app chat feature. Better to call directly. Enjoyable interior and decorations. Clean room.

Detailed sequence starting around 3:40pm With a woman at the front desk. (Forgot her name) No greeting. Flatly says "ID and card for payment." I ask if the hotel does complimentary upgrades. Her face darkens, and she quietly says "I'll check on that." She thanks me for being a platinum member, which I appreciated. She also says I have the option to get points or $10 at the bar. She tells me she doesn't know how many points that is... Either she knows but wants me to choose the $10 option, or she is just not trained and/or could not be bothered to find out. Eventually hands me the room key and says she'll show me around the property. I ask what room I got, and she says the King (my original room) and says she didn't want me to have to wait since the better rooms are being cleaned. I say I do not mind waiting. She says "but I already check you in!" in a clenched teeth kind of way. I'm shocked by this behavior but again say I don't mind waiting. She returns to the front desk mumbling under her breath and eventually hands me a new key. (In between, I ask if they ever upgrade to suites, and she says "absolutely not." That policy I can understand. Her tone, not so much.) I look at her, expecting her to tell me when the room would be ready since she said none were available just a couple minutes ago. She says it's ready. Does not proceed to show me around the property. I go to the room and see that it's a Deluxe King. I enjoyed the room's interior and cleanliness at least and slept well.

My gut interpretation: She didn't want to provide even a same-category upgrade, so she ignored my request and hoped I wouldn't ask questions until we got to the room where I would be less comfortable to ask for an upgrade.

Charitable interpretation: At the moment I asked about an upgrade, indeed all deluxe rooms were unavailable due to cleaning, but for some unknown reason she believed it's better to give the original room without saying anything instead of asking me if I wanted to wait. Moments later when I said I don't mind waiting (which is also when she reminded me she already checked me in), a room had just opened up.

I'm inclined to believe the first explanation, hence this review's title, but readers should draw their own conclusion. If this is not behavior encouraged/endorsed by the management, they should certainly take the time correct and train...

I stayed @ The Burgress on 2/28/21 & I seldom take the time to write reviews, but felt compelled to do so this time! Here’s my honest & full review of my personal hotel stay! The Great & The Not So Great!

The Great: Interior was Nice, Very nice Bar Area. Sitting area was super nice. The Entire hotel was Clean & With Modern/Trendy Decor. Very Comfortable Beds! I Loved the well-lit Vanity in the Bathroom!

The Not So Great: Little Pricey for that particular area ($199 Per Night - on that date)., there’s a hidden parking fee of $35 on top of the room rate (not listed on the web anywhere) . Here’s my problem with the parking fee (other than it’s a “surprise” once you’ve booked & arrive @ the hotel!). It’s not a parking garage or even covered - it’s unpaved, unlined - pot hole filled, junky parking lot - debris in the back & a super huge pothole, which I hit @ night, on the left side of the bldg.! And, other guest - some who are just in for dinner @ the restaurant, park at all sorts of angles, taking up 2 spaces at times (mind you ... there’s a mention of Valet - never once saw “that” person (checking in or out!). Didn’t dine @ the restaurant, as I had engagements, however it smelled amazing & guest dining outside seemed to really enjoy it! The Room had a slight “musky odor “, which intensified during the night & hits you first thing when you awaken . Perhaps a light/pleasant deodorizer might fix that (?). I also missed the sink that’s in most hotel rooms (even the upscale ones) I don’t like getting water from the bathroom sink for coffee maker. It’s just the thought of restroom water. I don’t get it from my own home for consumption!

My only other thing - there was an “older woman” maybe a manager - perhaps even the owner -(?) whom I overheard scolding a group of employees at the desk as I was exiting for the evening - i felt embarrassed for the employees (the Woman was obviously not happy) I feel this should have been handled more professionally/privately & not within earshot of guest.

On an ending note, my check in was “so-so” as the young lady at the front desk seemed pre-occupied & I felt rushed . But, Check out was great! I believe it was Natasha or Natalie?

Final Plus - Covid Guidelines seemed to be followed as all front desk & Bar staff wore mask & for added measure hand sanitizer bottles were placed at each floor after exiting the elevators!

Overall Nice Hotel - Pleasant Stay, I would love to come back & try out Fia & Stay again when I’m passing through on my next business/pleasure trip! (once the parking lot is as up to date/nice as the interior)! Lastly a suggestion... let your guest know -IN ADVANCE- that they will have a Mandatory Parking Fee of an extra $35. ( or find a way to incorporate it as part of the hotel rate). Most people don’t appreciate those types...