Sonesta Gwinnett Place Atlanta — Hotel in Duluth

The situation I encountered involved a transaction issue between a third-party booking website and the hotel, which was beyond my control. On the second day of my stay, I was unexpectedly disturbed by an anonymous individual knocking vigorously on my door, which was quite alarming. the individual instructed me to visit the front desk. Concerned, I attempted to contact the receptionist multiple times, making over four calls, to understand the situation, but unfortunately, received no response.

When I approached the front desk, I interacted with a receptionist named Mo. I reported that my card key was malfunctioning and handed it to her at 6 PM, expecting a resolution. She assured me that she would address the issue. However, upon my return to the hotel around 9:10 PM, the problem remained unresolved, and it appeared that no action had been taken to rectify the transaction issue or to provide me with a new key.

I explained to Mo that the ongoing issue was not my fault and that it should have been resolved by now, but her response lacked understanding and urgency. I then requested the manager's business card, which she provided, though it seemed clear that escalating the matter might not influence her approach to customer service. Consequently, I decided to leave a review and communicate this issue to the hotel's corporate headquarters.

In an effort to resolve the situation myself, I directly contacted the third-party company, which was not my responsibility. Mo had ample time, over three to four hours, to address the issue, yet failed to do so. Finally, thanks to the third-party company's intervention, I was able to access my room at 10:45 PM. It is evident that the hotel employs staff to offer convenient service to guests, but in this instance, it seems that the basic duties of customer service were not understood or fulfilled.

Mo's attitude was unprofessional, and she was not receptive when I tried to explain the situation. Normally, such service would be frustrating, but it also highlighted a broader issue with the current labor market and the qualifications required for customer service positions. This experience has prompted me to reflect on the impact of inflation and job market conditions on service quality. I am even considering making a donation to the hotel for the implementation of a kiosk system to minimize reliance on staff who may not meet the job's requirements. At least a kiosk can do its job correctly, unlike some individuals, and it won't waste people's time like Mo did.

A representative from the third-party company on the phone call told me one of the front desk staff would apologize to me for the inconvenience after they fixed the issue, but the front desk manager just explained the issue between the hotel and the company but didn't apologize to me with a single word. Perhaps it's because of my skin color, and they don't want to be polite to me or treat me as their customer. But that's how they worked, and I hope they receive the same treatment somewhere in the future and realize how...

Oh dear, I don't know where to start from. First off, lets agree that this place is " supposed " to be a 3 star hotel.... I will let you be the judge if you decide to stay here. Here comes my experience. I was booked this place for a stay here for a WEEK for training with a certain company. Upon arrival when I got to my room, I found out that the BLOWER MOTOR in the AC UNIT in the ROOM needed to be replaced.... the AC was not really blowing any air out of the vent. I went back to the lobby and explained to them what was going on and they moved me to a 2nd room.... this room's AC unit was just a LITTLE bit better.... Following morning, breakfast was COLD, that's right COLD to room temp. I brought this to the attention of the front desk and they gave me a " oh well " attitude. Tuesday morning Cold breakfast, Wednesday morning, cold to room temp breakfast, was also hit with a " OH BY THE WAY, We need to move you to a different room because we have a BIG group coming in that needs the entire floor you're on ". Moved to 3rd room Wednesday afternoon only to find out there was no REFRIGERATOR in this unit, went BACK to the lobby and explained the situation and the lady had the audacity to ask me " ARE YOU SURE ??? ". I told her who in there right mind would literally LIE about a room NOT having an refrigerator when I've already been moved TWO TIMES ALREADY. So I was moved to yet ANOTHER ROOM. While in this fourth room, I started hearing this loud wining / clunking noise, was happening a lot and was very disturbing. So I went back down to the lobby and explained what was going on. The maintenance guy listened to the video with sound that I recorded and he said " Oh i know what that is, its the elevator ". So we went back to my fourth room and he listened and confirmed. So either this specific elevator has no sound proofing or the mechanics are messed up, literally all night long loud noises. They offered to move met YET ONCE AGAIN, and i told t hem flat out NO I am not moving a 5th time. Thursday and Friday breakfast was also cold to room temp. Each of the 4 rooms had their own separate issues on the insides, from torn wallpaper, eat up lower bathroom door edges, mildew build up within the lighting fixtures in the bathroom, exposed lighting fixtures, hallway on the 9th and 15th floors has what looks like splotches of cleaned up puke puddles.

The only positive thing I can say about this stay was to me, the bed was comfortable and the hotel cook or chef who cooked my burger and fries the one night I ate down in their bar was slap-ya-momma on point.

I am sure I missed something, but the details above should be enough. I have had better service at a 2 star hotel over this place. I hope I will NEVER have to stay here again.

I don't know if the blame is to the franchisee or the current " management. This place is 100% a franchisee location and Sonesta Corporate has nothing to do with this place. I know this because I called...

We recently had to travel to Georgia during this crazy pandemic! We normally chose Airbnbs and especially now with Covid, we were a little hesitant on choosing to stay in a hotel. We wanted a place where we could make ourselves breakfast or quick lunch if needed. I came on Tripadvisor to read a few reviews prior to booking, the reviews were not the best but I didn't want to let that influence our choice. We arrived late night to the hotel after 13 hrs of driving so all we wanted to do was get into our room and head to bed. The hotel it self has so much potential, the lobby is nice the grounds are beautiful as well. Unfortunately, when we got to our room that was pretty much the end of it. We entered the room and you could see from the first few steps that it was not clean. We are living through a pandemic right now, I would think that cleaning would be a TOP priority as listed on their site. I noticed that our room didn't have a seal on the door like most rooms to show that they had be cleaned and sanitized. The stainless fridge had dirty finger marks with food residue on it. The stove top was still dirty from the previous use, the utensil were dirty and had residue on them. The 4 chairs had a red ( some type of sauce on them, dripping down the seat. The table had ring marks of some type of red liquid, the counter top was the same. Their was a big hold in the wall behind the door handle. Simply unacceptable ! At that point, I called the front desk and requested a new room. ||||The second room ( one bedroom suite) was better, had a funny smell to it but definitely better than the first room. We made sure to sanitize everything ourselves as well, while doing that we realized that there was a small half way dead lizard under the bed. NOW , I not saying that this place has rodent or anything, it could of easily been brought in by different guests. BUT due to the first room we got, we were a little uneasy but at the point also exhausted. The next morning, were ready to cook and noticed that we did not have a frying pan , but we had a small lid for a pot(that we did not have) and large sauce pot. When we called the front desk, they said to us that they do not have any frying pans in the hotel! She even called me back and said she called housekeeping to verify & we do not have frying pans in the hotel. WAIT...the whole point of an extended stay is to be able to make yourself meals. My boyfriend happened to see a cleaning lady next to our room 2 days later and he asked her for a frying pan.....she went in the unoccupied room next to us and gave us theirs ! As we were already pass the cancellation and would of lost all our money for the stay, we had to tough it out for 6 days!||||This hotel could have so much potential if they paid a little more attention! One thing that I must say is the staff is very nice which makes it a little easier...