Embassy Suites by Hilton Atlanta NE Gwinnett Sugarloaf — Hotel in Duluth

This hotel is pretty and nice, but management is lacking. The happy hour would have been really cool if you could actually get a drink. Despite the hotel being completely sold old management did not anticipate needing additional staff and there was only 1 bartender/ food server for the entire lobby and restaurant that was packed. We felt bad for the bartender who was making drinks and tried to bus tables for her because there were glasses and other dishes all over every table. The cook, Darren, I believe, finally noticed how slammed she was and came to the front to help make drinks, etc. of his own accord. We would wait in line forever to get cocktails and felt bad because the bartender was missing out on so many tips because she would have to go to the back to pick up and deliver food. She just kept apologizing.

While all this craziness was going on, the manager Mrs. Tejada, never pitched in to help. Instead, she took the time to go to the pool area and yell at some other patrons because they had brought some UNOPENED snack bags to the pool from the lobby and were just holding on to them to take to the room later. Then she started yelling at them because there was a glass on a table nearby and she berated them for having glassware in the pool area. They tried to no avail to tell her it was not their glass, but had been left by someone else. A bit later some of our kids came into the lobby with towels from the pool wrapped around them and she yelled at them for taking the towels and for not having shoes on. Mind you, the two lobby workers are STILL working themselves to death trying to clear tables, fill drink orders, and serve food. She NEVER lifted a finger to help them in any way and instead decided to be the towel/shoe/glass/snack gestapo. It was unbelievable.

And from the moment we checked in until we left the hotel wreaked of pot. It was in the hallway, the elevator, and all of our rooms. We swore someone was smoking in the ventilation. So that was all ok, but her focus was on monitoring the towels the kids took from the pool area?!?!?

The entire hotel was booked with people from our tournament that weekend, so the next morning I told the front desk that the exact same group would be back at happy hour in the lobby that night and warned that they may want to bring in extra staff. They didn’t. Same nightmare that night. Same long wait to get a cocktail that is supposed to be what draws you to their hotel.

We have stayed at plenty of Embassy Suites but they even messed up the breakfast!! It was just a buffet, but we stood in line for 25 minutes waiting for food at 10:00am. We thought if the main morning rush was gone it would be faster. No. We just stood there. There weren’t even that many people in line. There was just one guy trying to prepare and serve EVERYTHING! This hotel has a serious lack of staff and I will give a huge shout out to the staff that was working because they never stopped. Perhaps if the manager could worry a little less about the pool and towel placement and focus more on staffing the hotel appropriately and stopping the chronic consumption we might come back. As of now, our organization will NEVER be back...

Good morning, My husband and I stayed here last night after dinner. We checked in at about 11:30 pm. We stayed here before so it was refreshing knowing that we would be able to take a shower and have a good nights rest because that is what we were accustomed to. Unfortunately when we got to the room, we found hair on the night stand. I looked for wipes to remove it but the room had no wipes. I removed the hair with a napkin. I went to wash my hand In the bathroom but we had no soap at all, no hand washing soap, no face soap, no body wash…. Nothing. I checked the dinning area, but still no soap to be found. My husband checked under the sink and he found a little bottle of shampoo. I needed to clean my hands asap so I used the shampoo. Now I went to wipe my hands on the hand towel and again I found hair. There were little eye lashes on the hand towel. I was furious. I wanted to shower but wasn’t able to because all the shower gel/ body wash was gone. I called the front desk and the lady says she has a bar soap at the front desk and we can come down to get it. Huh??? 4+ star ratings… and we have to come down to get the bar of soap because you all failed to properly supply the room with the bare minimum that we pay for. So my husband who was already in his pajamas… went down stairs for the bar of soap. When he asked the lady why our room did not have soap or body wash… she stated that they are currently transitioning between bar soap and body wash and the body wash had not arrived to the room they booked us in and house keeping was told not to leave bar soap in the room after cleaning since they are transitioning from bar soap to body wash. Now, when my husband booked the room they did not provide a disclaimer stating that we needed to bring our own body wash… you still charge us the full price and we can’t even shower or wash our hands because our room wasn’t supplied with the bare minimum…. SOAP. The next morning I called again stating that we needed more soap so we could shower and again she said come down and get it since housekeeping isn’t here yet, they have the body wash. We needed more towels and body wash. At this point I was ready to leave. My husband jumped in the shower and just used the tiny hotel bar soap they supplied us with last night. While he was in the shower, I just got dressed and decided to just go home to shower. I wanted to eat breakfast downstairs but even that did not interest me anymore. When my husband got out the shower he stated the water was freezing. Lol why did you guys book a room (room 430) that wasn’t ready to be booked??! We usually have great experiences here but you guys really dropped the ball this time and we will not...

This has been the worst Hilton stay I have ever experienced. My wife and I normally book our trips through her Hilton honors. This trip was a valentines surprise for my wife, so I had to create my own account to insure that she was surprised. Upon arrival, we checked in via the concierge desk. That process took 20 to 30 minutes even though there wasn't a line. We were never offered help with our bags, nor were we even offered a cart. No one explained any of the accommodations or amenities included in our stay.

Once in the room we discovered that the mini fridge was warmer than the cold water in our shower, and ac was whistling from the vent. We notified the front desk of these problems, and someone did arrive promptly. The hotel engineer advised our water temp was around 90 degrees not the 120 degrees mandated by Georgia Code. He advised he would attempt to adjust the temperature. Whatever he did, did not work. The water was so cold my wife and I had to travel home before we could shower. The mini fridge did cool off, but shortly returned to hot. Fortunately we were able to use the sink filled with ice as a make shift cooler.

When we attempted to order dinner, the person on the phone advised we could not place an order over the phone, and that if we did place an order no one would bring said order to our room because they were too busy. She stated that we would have to come down to the lobby to order, and either wait or return to the lobby once the order was ready for pick up. At that time my wife and I were forced to leave our room just to get dinner.

Once downstairs we sat at the bar and ordered. We asked the bartender how long the wait would be for food. We were advised 20 minutes. We placed our order and sat at the bar and waited. After an hour of waiting, I asked the bartender to check on our food. At that time, I watched as she walked over to the computer, input some data, printed a ticket, before walking it to the back. 20 minutes later our food arrived.

After dinner we discussed leaving the property due to these issues, but decided to make the most of our night away from home. Around 10 pm, the room next to us began to party. Music, loud voices, and lots of commotion. The noise was loud enough to wake us from our sleep. Not being from this area, we decided not to complain in fear of retaliation from the party next door. If I could give this place a 0 star rating I would. We paid for a "premium suite" and did not even have the privilege of taking a hot shower, or enjoy a cold...