W Atlanta - Downtown — Hotel in Atlanta

As per the Marriott website, W Hotels is considered to be a "Luxury Brand," and I firmly believe that the service I received doesn't correspond to the level of the hotel status based on the below reasons.

Breakfast Delivery and Charges: Delivery: My family and I had a busy morning with several planned activities. Anticipating a typical breakfast experience, we decided to have breakfast at your hotel. However, to my surprise, the breakfast service took well over two hours from when we placed our order to when we finally received our food. This unexpected delay caused me to miss important meetings, as I had assumed that breakfast would be a quick and efficient process. Unfortunately, the service provided during this time was extremely poor. Breakfast Charges: As per my booking, I had reserved two rooms, with each room entitled to a complimentary breakfast ($50 credit). Since we were a family, we chose to have breakfast together. Consequently, each room placed a separate order, resulting in two distinct bills. To my surprise, I noticed that both bills had an additional charge labeled as "Large Party AutoGrat 18%". Upon inquiring about this charge, I was informed that it was applicable because we were a party of more than five people. While I understood this explanation, I couldn't comprehend why both rooms were charged the same 18% gratuity. Each room consisted of two adults and two children, which did not exceed the limit for a large party as specified by your policy. Unfortunately, I was not provided with a satisfactory explanation for this practice. Given that I was pressed for time and already running late due to waiting for more than two hours for breakfast, I decided to pay the bills. However, I must express my disappointment and concern regarding what I perceive as an unethical practice of charging customers. Charging both rooms the same 18% gratuity, despite them being separate entities with their own bills, appears to be unfair and unjustified. I believe it is essential for your establishment to review and rectify such practices to ensure transparency and fairness in your billing processes. Food and beverage Credit:I had received a $100 food and beverage credit for each of the rooms I had booked. Due to the delay I experienced, I decided to opt for a takeout option. However, the entire process of explaining the credit to the restaurant staff took over an hour, even though this was not a dine-in order. The manager seemed unaware of how the credit worked, and I had to explain the details to her personally. It is important to note that this should not have been my responsibility or duty. Furthermore, I observed a discrepancy in the amount charged for one item, which I have captured in a picture (attached receipt). The bill indicated that the cheesecake was priced at $14, whereas the menu clearly stated a price of $8. When I inquired about this price difference, the response I received was, "I can fix it for you." However, simply offering to adjust the price does not address the underlying issue. It is evident that your hotel restaurant is engaging in malpractice by charging more than the advertised price, which is highly unethical.

I urge you to investigate this matter thoroughly and take appropriate measures to rectify the unethical pricing practices at your hotel restaurant. Guests should be able to trust that they are being charged the correct and fair prices as advertised. Transparency and integrity are vital in maintaining a positive reputation and ensuring customer satisfaction.

When selecting a hotel like "W Hotels," customers have certain expectations that should not be a cause for concern. We choose luxury brands precisely to ensure that tasks are efficiently handled, allowing us to focus on our schedules without unnecessary worries. Unfortunately, my entire stay became tense and consumed a significant amount of my time due to the issues I encountered. This experience fell far below my expectations, and I strongly feel that my money was...

I’ll start by saying that there was no parking outside of valet besides a parking lot directly across the street from the hotel which you had to pay for so unless you’re paying for valet, which we did it for four out of seven nights that we were there, you’ll be walking back and forth from across the street. Also, this is Downtown Atlanta and valet was $50 a night (including tip) which could get really expensive if you’re there awhile. The hotel had one bar open downstairs which served amazing drinks and pretty decent food although the menu was pretty limited. There was also another lounge/bar area but during the course of 7 days, we didn’t see anyone attending to it but there were a couple gatherings held there so be mindful of how noisy it can be if you stay on one of the lower floors but great spot for pictures. Checking in took some time as only 1 person was available. I will say this particular individual made it a point to highlight everything that would be an additional charge and noted lots of guest had complained about charges they were unaware of like a $500 fee if you don’t clean up party decorations or if confetti was left behind. I appreciated the transparency but it came off as more of a deterrent than genuine guidance as I told them I was having someone come set up for our anniversary. The first hotel concierge gave me keys that weren’t activated which resulted in an additional 20 minute wait in line to get keys that would actually open the door. The first room they put us in wasn’t cleaned and had an awful smell when we arrived. The front desk worked quickly to move us into another room. The rooms themselves were pretty but offered basic amenities and aesthetics plus very small. One thing I loved was how the restroom was set up. There’s a separate door for the actual toilet and the sinks/shower area which allowed it to be used simultaneously. The tub was spacious and the shower head had great water pressure. As the result of Covid, they weren’t allowing room service to clean the rooms which seemed a little odd to me, but the hotel staff did their best to accommodate our requests as needed. Ice was available and they had community microwaves that were dirty. The pool was located on the higher level along with the spa and another bar. The weather wasn’t the best when we went but when it wasn’t raining, it was nice. The pool itself was on the smaller side but spanned the entire length of the floor and included a hot tub and surround seating and lounge chairs. The view was amazing from the pool and the view from our room was a city view which was mostly Atlanta traffic. We had a decent stay besides one incident where a homeless many literally followed us in past security trying to come with us to our room. The hotel staff was very aware once I pretended to need to see my room charges to act as a distraction from going upstairs and discreetly asked if we were okay and called security. After checking out, I received an invoice which included two charges, one I wasn’t aware of and another that was supposed to be refunded as my Marriot Rewards Status covered the expense. I contacted the hotel and it wasn’t until 3 phone calls and 2 weeks later that I got ahold of a manager who could process the refund. The highlight of the trip was the valet staff. They remembered our names, constantly checked in with us and made quick work to get our cars. The valet manager however was not the most desirable to deal with during our stay. During a 7 night stay, he asked on 3 different occasions to have me verify my identity which wouldn’t be an issue if it was also a requirement for the other patrons there at these times. He also claimed once that we had no valeted car their when they had possession of our keys. Outside of him, the other valet members were amazing and made our coming and going easier. This place is very overpriced. If I'm being honest you are paying for convenience...

The lobby was absolutely beautiful. Our room was absolutely terrible. The beds were fine. The pillows were OK. The view was amazing. The bathroom was an accident waiting to happen. The Jacuzzi tub shower combo was extremely dangerous. There were no grab bars. You had to climb what look like three different types of material just to get into the tub. The showerhead was extremely high for someone below 6 feet in height. The dark colors were Depressing. The wall of the shower was a plexi glass type material where people on the other side could see you taking a shower. The toilet looked like it was in a prison sale or an old high school. All of our towels got wet because the tub shower combo didn’t have a long enough shower curtain. The shower curtain look like it fit a window not the shower. The door to the bathroom from the room was the same door as the toilet so that meant that you could not be in the toilet area and somebody else be in the bathroom area they were exposed to the entire room. Which meant if someone had to go number two in the bathroom, the entire bathroom with smell. It was in Americans for disabilities act nightmare. As someone who has arthritis I had to get help to get into the shower. On the second night I decided to go to another hotel where family was staying for the same wedding to take a shower because I was afraid to fall. I have stayed at many of Marriott hotels and expected so much more from The W. I was thoroughly disappointed in the bathroom. A serious upgrade is needed, or I will not be staying there again. And I will definitely tell my friends who have any handicap issues that, that is not the hotel to stay. It is not handicap friendly. I did not need a handicap room but in this case, maybe I should’ve requested one that is if they were available. And parking, I mean, what parking? It’s valet or nothing. And while this is not a hotel issue per se, heck getting out of the driveway of the hotel was another I-85, complete standstill. |Outside of the horrible bathroom that is an accident waiting to happen, I am surprised that no one has called the Americans with Disabilities association. The bartender at the club was extremely slow. She needed help, especially on a Beyoncé concert weekend/other event that people were staying at the hotel for. There should’ve been at least three people working. Instead of the people walking around cleaning up and picking up glasses, while I appreciate that because it kept the place clean, she needed help. And as someone who is married to a Marriott bartender (in another state), he totally agreed. At one point he felt so bad, he was about to ask her did she need help. But as I reminded him, he was on vacation. Other than that, the club was beautiful. The set ups were nice for the Cowboy Carter-concert and for the people who were attending. The DJ was really great. The only thing I wish, was that Marriott should've given out those lapel pens that the reservationist had to those staying at the hotel, especially for those of us who were not there to attend...