Twelve Downtown, Autograph Collection — Hotel in Atlanta

So the family packs up the vehicle while I wait at an again empty counter to check out and talk about a refund. The security guard from earlier is nearby and I asked him where the front desk guy is at, yet, again? I ask him does anyone even man this desk? I had to leave my match tonight due to no|one answering the phones. He gets out a cell phone calls around, walks outside, walks around the lobby, leaves for ten minutes and comes back with the employee. I talk to the employee and he was super nice and comforting. He listened to my complaints and said I would get a refund, at the end of the conversation he asked if I would like to change rooms? I was so mad, I said, "Rooms? Rooms? Changing rooms was over an hour ago my friend I was told this place was full, and we've already loaded up down the street." I informed him about the club going on upstairs, and he nodded, "Yes, sir, there was a wedding booking tonight on the 8th floor." Does this ring a bell? The full parking lot earlier? Yeah, that was full and we had to park blocks away due to guests that wasn't even staying at the hotel. We stayed checked into the hotel only 3-4 hours from 5:30 to 9, and this can be verified by cameras as I have timestamps and phonecall log times. So, Monday, I'm looking closely at my bank and I have a pending charge for 705$ What? This supposed to be canceled, not only that, this is over 100$ more than it supposed to be. I call Priceline about it (Wow, what a run around that was, never again), Priceline contacted the hotel for finally and came back and said the hotel is reporting I stayed 6 hours at the hotel (this is lie #1), and they are unable to refund cause we used the room for that duration. Priceline says there is nothing they can do and that it's between the hotel and I for the refund. I call the hotel and tell the front desk lady my struggles and she said there was nothing she could do. I asked for her supervisor and she transferred me to someone who didn't answer. I left a message, and called back the front desk. I asked her if she could get the person she transferred me to and she said she would make sure I got called back- This was Monday 11/4/2024. I sat by the phone for 3 hours with phone in hand waiting for the callback before calling the front desk back again. Same person answered, "I said ma'am its been almost three hours since I left a message and you said she would be calling right back. I've wasted almost half my day now not doing anything but hoping I didn't miss the phone call." She apologized and said the system was down until 15 minutes ago and that's what the delay was, that I would be getting a phone call very shortly, "How long is shortly, ma'am? 30 minutes? Yes, sir." Okay, hanged up, never received a phone call. Still waiting on a phone call, actually. Wednesday night (11/6/2024), I get a moment to try to work this out again I call the front desk number again and get a man this time, "I say I want to speak to the supervisor, or the person above them, preferably, the person above them." He wastes no time and says, "The supervisor is not here, sir. Call Abbey 404-418-1260 8am-5PM.|Okay, great now you think I'm getting somewhere with my refund, only took over half a week. I called Abbey, Thursday 11/7/2024 for, I don't know, the fifth time? I got an answer, the guy the previous night lied and gave me the Residency hotel front desk phone number. I tell THAT guy I want abbey's number OR her bosses name and number. He gives me 404-418-1212, I hang up and I call this number, it's the same front desk I been calling to the Twelve hotel. The member at the desk answers and I say, Abbey works 8-5, where is she (11/7/2024) 3:30PM? Oh, sir.. She's off today!! I say can you give me her bosses number? I really don't want for Abbey to fail to call me again, she said, I'll transfer you to Abbey. I got a voicemail. I'm at my wits end, I at least got Abbey's Extension from the transfer Ext: 22207. At this point, I'm probably gonna try Abbey one more time tomorrow before calling about my claim case number...

I rarely leave long reviews, but my experience at The Twelve Hotel on 8/9/25 was so unacceptable that I feel obligated to warn others. This was supposed to be a short, calm visit during a very difficult time I was attending a funeral and had a small family dinner to attend afterward. Instead, the valet service and management turned the day into a three-hour nightmare. And the event was missed.||||Not to mention When I arrived initially, I waited 37 minutes before a valet came to park my car. (Then 18 additional minutes for a bellman cart to be available.) I was given a pink ticket. My guest, who was only there briefly to drop off my dress, was given a white ticket, which I later found out is what I should have received as a room guest. Two other friends who stopped by to quickly offer support after the funeral also ended up with incorrect tickets.||||When we were ready to leave, valet staff realized their mistake. Rather than correct it and charge the fair $10–$15 short-stay rate, the valet manager Naseer tried to withhold our keys and demand $40 and a mandatory $10 tip per vehicle, claiming we had been parked for over five hours, which was absolutely not true. This turned into nearly three hours of going back and forth. The valet manager yelled, spoke aggressively, made inappropriate comments, and refused to move any vehicles. This felt hostile and discriminatory, and at no point did he take accountability even after the night manager pointed out many discrepancies in his story once he recounted the issue.||||To make matters worse when the night desk manager attempted to find a solution Naseer then stated that he would quit and never come back if he had to move our vehicles. ||||It was then told to me that the valet company is there own entity and not affiliated with the twelve hotel, meaning they could deny service for any reason and nothing can be done even if guests are staying at the hotel, they’d have to find parking elsewhere which is very limited and unsafe in the downtown area.||||Because they refused to correct their own error, I missed my entire family dinner. The food I purchased went cold, and I was forced to park in a questionable off-site lot for $50 after the valet refused to park my car once their error was confirmed.||||The problems didn’t end there. The television in my room didn’t work, the linens were stained, and the refrigerator ice maker continued to “make ice” non stop which was very loud and after 2 hours it gets very irritating although I reported these issues, no one ever came to address them.||||This was by far the worst hotel experience I have ever had. It was more than just poor service it was unprofessional, discriminatory, and completely disrespectful. I left emotionally drained, financially impacted, and robbed of the event I came to attend. I would strongly advise others to think twice before staying here.||||Pro:||||The Late night manager DJ was the only hotel personnel that tried to find a resolution to the issue with Valet. He did what he could with the resources allotted to him and maintained professionalism and neutrality the entire time. He was the only competent hotel staff I encountered my entire stay which was about 6 hours and 11 minutes....

Our stay was amazing! The moment we parked the car, I felt like everyone that worked there wanted us to feel at home.

STAFF... The valet helped my daughter unload the car and made sure we got inside. By the time they had gotten our luggage inside the lobby, we were checked in. Checking in was so easy! They were so nice and made everything so simple. I was planning on spending nights in the room watching movies we had brought, having some mother-daughter time, but apparently new TVs had been installed so we couldn't plug up a DVD player. That was very upsetting since it was one reason I chose the facility. But they sent an engineer up to the room VERY quickly who tried so hard to get it to work. There were also issues with Netflix so we settled for cable. At least there was HBO! We also asked for extra blankets which were delivered so quickly I was impressed. My daughter loved that we returned to our room each night with the beds made and her teddy bears sitting nearly on the pillows. We ordered room service for breakfast each morning and what a way to start the day! Each morning a different staff member delivered our food but they were all so nice. And the food was amazing - pancakes, French toast, bacon, and fresh fruit. The morning we were checking out, I noticed we were charged for parking which should have been included in our package. I called the front desk, expecting to put up a fight and instead was quickly told they would take care it. The biggest issue I had, which was really tiny, was asking that our car be brought around at a specific time in hopes of getting to dinner on time, but when we got downstairs, it was as if we never asked for the car to be bright around.

RESIDENCE... Our view was unbelievable. Unfortunately, it was way too windy to hang out on the balcony for more than a picture. The living area was separated from the bedroom by a walkway, but no door. It was actually perfect as I wanted time for my daughter and I to be together but with just enough privacy so she could watch tv while I napped. The shower was amazing in a huge bathroom. My daughter loved the bed but it was a bit too hard for me. The glass walls gave an incredible view but as soon as the sun was up, the room lit up. We clipped the curtains together at night to make sure we could sleep in a bit.

LOCATION... We were just a few blocks from the aquarium, which was our main destination. We had dinner reservations in other areas of Atlanta and I was amazed at how easy it was to get to and from everywhere.

We're already making plans to return and I would stay here every time we...