Embassy Suites by Hilton Atlanta Airport North — Hotel in East Point

Embassy Suites by Hilton Atlanta Airport North is a very nice Hotel property and location wise. I would rate it a 5 star based on the physical property except that i had a few issues during my stay. My stay was 01/26-29/24. I used the Hilton App to check in and select my room (618) from available rooms the day prior to arriving as it stated that I would be able to use the digital key on the app. The Hilton Honors app digital key never worked nor did the app room climate controls. The app informed me that I would still need to go to the front desk to check in upon arrival and obtain key cards?? When I checked in the gentleman working the front desk was very pleasant and helpful and i received (618) the room that I had selected using the app. I was able to go to room 618 and unpack only to find out that the climate controls did not work and the television kept turning itself off. That evening after several failed attempts to adjust the climate controls on my own I called down to the front desk. A different female clerk by the name of Leslie answered and I explained the issues I was having with the climate and tv. She immediately told me to hold on and transferred me to a voice mail message. I called back again and was transferred to the voice mail again. I walked down tot he front desk to report the issue. The same clerk (Leslie ) was very rude and said that she would need to move me to another room. I questioned why couldn't maintenance just come and take care of the issue as I had already unpacked into room 618 as I had selected. Leslie huffed and puffed as though I was getting on her nerves and stated that she had to move me and the only room she had left was 702 on another floor and all the way at the end of the hallway. When I took the key to 702 to go and check if it had issues prior to packing up and moving all my things, that room was not very clean, that air also was not working, and lamps were not working and lamp shade was broken and kept falling off. I went back to Leslie and informed her of the issues to which she replied that she would send maintenance up to fix 702. I asked if she would just go ahead and send maintenance to 618 which was the room I was currently in, she huffed and puffed and said that I would have to move to 702 and maintenance would come fix that room issues. Leslie does not have good customer service skills. During my 4 day stay all front desk staff I encountered were very pleasant and and helpful, WITH THE EXCEPTION OF THIS NIGHT STAFF (LESLIE). The maintenance gentleman that came to fix 702 was very pleasant and helpful. The evening reception staff,with one exception, were very pleasant and helpful. The breakfast staff were all very pleasant and helpful. The food was excellent. The room climate controls in 702 which I had been moved too never did work correctly the entire stay. The kitchen had no sink stopper nor dish cloths and the bathroom sink stopper was broken so it was unable to hold water. All in all the hotel is a very nice hotel but requires some upkeep and the climate controls need to be fixed in order for guests to enjoy their stay. Evening clerk (Lelsie )needs to be put somewhere other than where she is dealing one on one with guests who she seems to...

I travel frequently for work and rarely write reviews, but this experience was so appalling it deserves a public warning.||After a grueling 10-hour journey, we checked in late at night, exhausted and looking forward to rest before a critical business meeting the next morning. Instead, we were placed in a room with no working HVAC system — just stifling, suffocating heat. We barely slept 2–3 hours in unbearable conditions.||Their “solution”? Two broken fans — one without legs, the other useless with no pedestal or proper outlet placement. That was their version of climate control. No technician, no engineer, no maintenance — because they had no staff on-site to handle basic issues like a non-functioning air system.||When we called the front desk at 3 a.m., to request help their solution was to burden the customer further by having us pack ourselves and move to another room at 3am rather than send someone to address the lack of a working thermostat/HVAC. How does a brand new hotel not have rooms with thermostats or working HVAC?||Upon calling the hotel in the morning somehow things got worse. A woman named Evita (or Evida/Yvita) answered and was extremely rude, argumentative, and unprofessional. Her response to our concern:||“Too bad — you should have moved to another room…I was having a great day and I am done with this conversation” (Evita hangs up the phone). ||At 3 a.m., after we’d already unpacked, exhausted, and desperate for rest. There was no apology, no attempt to help — just hostility and complete disregard for our health, time, and basic human decency. It was one of the most dehumanizing, dismissive responses I’ve ever received from a hotel employee — let alone one representing a Hilton property.||We raised these concerns with Expedia, who confirmed there was no HVAC tech or engineer on-site, and that the hotel bounces guests from room to room instead of fixing problems. When asked for help packing or moving, we were told they had no staff available. This is not hospitality — this is negligence.||The room was uninhabitable, the customer service disgraceful, and the Hilton brand completely misrepresented. This location should not be allowed to sell rooms without functioning HVAC or staff capable of addressing urgent guest needs.||I am pursuing a full refund and escalating this to Hilton corporate. For your sanity, health, and dignity — do not book this hotel. And if you already have, I strongly suggest calling ahead to confirm the HVAC works — and praying you don’t need help...

My stay was from 4/13-4/15. Overall my experience here was great. The best part was the room. It was super clean. The bedroom remote power button did not work but the other buttons did. The remotes were in need of some cleaning because both of them had build up between the buttons. My only critique would be the bartender for Sunday evening and the hostess at the restaurant. The bartender wasn’t very welcoming and the hostess for the restaurant barely said a word, she didn’t explain anything, talk about the menu, nothing. But there were plenty of tip jars. Tip jars are for above and beyond service not for people who don’t want to acknowledge you. That was also the case when we first entered the hotel, the two workers were going over something and didn’t say welcome to the Embassy Suites we will be with you in just a moment thank you for your patience. I also had to ask everything I needed to know about what was offered because it wasn’t explained by the person that checked us in. She was nice but again didnt speak to what the hotel had to offer and didn’t acknowledge that I was a Hilton member. The $20 a night for parking I don’t understand because there was plenty of parking available onsite. But other than that, the hotel itself is fabulous and the pool was amazing! So warm and comfortable! The breakfast options were great. There was no noise at night, no kids running through the hall, no weed smells or cigarette smells. The elevator worked fine. No long waits for it. It was a nice quiet stay. I would definitely be back. I wish there was more to do around the hotel such as restaurants and shopping. The location looks a little suspect but once you get inside you forget about where you are. The restaurant prices are a little over priced, we paid $18 for 8 wings that were probably frozen they didn’t taste like they were freshly fried. And the pizza was a good size but again it also taste frozen. Zero taste. I would also like the add that the coffee machine was out of commission, it would have been nice to have coffee and tea options available 24 hours for guest. I also felt secure knowing that there was a police officer in his police vehicle in the parking lot both nights we were there. The complimentary happy hour was a great touch and very filing. There were cheese and crackers, fruit medley, broccoli, carrots, red peppers, cucumbers with ranch, chips & salsa, peanuts…. Nice little appetizer for guest along with the two complimentary drinks...