Hilton Garden Inn Atlanta NE/Gwinnett Sugarloaf — Hotel in Duluth

The customer service at this hotel is absolute garbage. I apparently made the mistake of getting 1 king bed instead of 2 queens. The employee checking us in was going to see what she could do to find another room, but looked at the computer and said, "Oh, you booked through Hotels.com. You paid them, not us. There's nothing I can do." I didn't get upset, given the mistake was mine, but she treated me as a second class citizen because I booked through a third party app (which many people do). After a long and uncomfortable night of little sleep, because I shared a bed with my adult daughter and my teenage daughter, I woke up tired and hungry. We came down for breakfast, yet were told, "The room you booked through hotels.com doesn't include breakfast. You can pay for breakfast. It starts at $15 a person." Well, I declined the offer to pay at least $45 for the three people in my room to eat, which was infuriating to say the least, given I had paid almost $300 for one night stay (way overpriced for the mediocre room we stayed in). We instead sat at a table with the other people in our group whose room included breakfast, even though she had only paid $159 for their room. She booked her room prior to my booking and I understand rates change closer to the trip, but an increase of almost DOUBLE the cost of a room is mighty convenient given the hike in price correlated with the time of the surge of Floridians evacuating Hurricane Milton (just my personal observation). We just walked to a nearby Chick-fil-A and got breakfast for all three of us for just over $20, which was much more appetizing than the breakfast being served at this hotel. When attempting to check out, we waited on the lady at the desk to look up from texting on her cell phone to help us. Needless to say, we will never return to this hotel and would absolutely NOT recommend anyone else to stay there. I would simply suggest that the Hilton Garden Inn NE Atlanta not contract with hotels.com, or any other booking sites, if they're going to treat those guests as if they've committed a crime by booking outside of the hotel site and deny them the same service and consideration they provide their other guests. However, given the pricing gouge they so kindly provided for the unfortunate evacuees that were so unfortunate to grace their doorway, it's probably safe to say that hospitality is obviously not high on the list of their priorities. Never again will we make the mistake of staying at that place again. The unconcerned attitude of their staff and the poor treatment of any paying guest is so unnecessarily...

Pros: 1)The location was nice, it was close to the mall and other food establishments. 2)The staff was very friendly. 3) Nice lobby, it gave off a friendly and welcoming atmosphere. 4) The pool and Jacuzzi were excellent, both where reasonably temped. 5) The general majority of the establishment was clean and presented a pleasant smell.

Cons:

1. The bed was terrible, honestly I think i have slept on softer concrete.
2. Considering we booked a suite for our anniversary, we where a bit disappointed with condition of the room. The thermostat in the bedroom did not work and required manual adjustment from window unit that was across the room also containing a cover that was not meant to be lifted due to the thermostat being installed which made it difficult to adjust temperature.
3. The ac unit in the living room area had a loud whiny noise emitting from it all night which proved to make it difficult to sleep.
4. The hotel only had one elevator operational during our stay which may it difficult to travel between floors as both staff and guest where using it.
5. To state again that it was our anniversary we ordered the romance package which was considerably underwhelming. We had to remind the staff that it was purchased and we received a hot bottle of cheap wine and chardonnay glass in which to drink it from.
6. The package that we purchased also included breakfast which runs a normal price of 9.95 per person. (As a note the breakfast that was served was no different from any other Hilton or Hampton Inns that we have stayed at that offered free breakfast) We where asked twice, first by last name and then again by room number, because they did not believe that we had prepaid for the breakfast. To add to this most of the food was under cooked and tasteless.

In conclusion we will not be staying at this establishment again for such an important milestone in our life. With a price tag of nearly two hundred dollars for one night, we feel our money could have been best...

If I could give less than 1 Star, I would. This hotel cares nothing for its customers and makes no attempts to rectify a bad situation.

The story: My family and I specifically booked this hotel for the week of Thanksgivings because it was nearly the family we were visiting and it had an indoor pool. At booking, or anytime in the month thereafter, there was no mention or notification of construction. We even checked into the hotel late at night after driving all day, and all looked great - again, no mention of construction. The next morning we leave early for a day with family, again all looking great. We come back early that night to swim for a few hours only to find a war zone. A ‘pardon our construction sign’ has now appeared, the entire lobby is torn up, construction dust everywhere, furniture wrapped in plastic, and pool is closed indefinitely. We were shocked, having left just hours earlier.

When we complained about it and specifically the lack of a pool, they said they have a sister property less than .5 mile away with a pool we could use. The right thing to do would be to contact your sister property, get them to honor the same rate we paid, and transfer us over there. Instead we had to fight to get a refund on our remaining nights and we were stuck with the high price tag of the first night. We then had to drive to the sister Hilton property only to find it was also under construction (though the tiny pool was open). In the end we ditched all of Hilton and went to a Marriott with a pool, a better rate, a nicer hotel, and staff that cared about us having an enjoyable...