Four Points by Sheraton Atlanta Airport West — Hotel in East Point

I'm not one to typically put up bad reviews, normally I just deal with whatever the issue is and keep it moving, but I have to say my experience with this hotel has been the worst experience I have ever had with a hotel. My family had a family reunion from July 12-July 14. First thing was when we arrived, we were supposed to check into our room by 4pm and our room was not ready until closer to 5pm. Next, we were told that we were receiving vouchers for free breakfast. It turns out the vouchers were just for discounted breakfast, not free as the receptionist stated. I thought no big deal, keep it pushing.

Next issue, we needed extra towels for our room and called the front desk. They said that someone would be up shortly with the towels. We waited for 3 hours before I went down to the front desk to just pick them up myself. There were more issues that I overlooked as well. I wouldn't even be writing about these issues if it wasn't for the biggest issue of all which I'm about to get to.

We checked out of our room on July 14th. We went to the front desk, settled our bill, received out receipt with a $0 balance, saw that we had a pending charge on our account, and outside of the accommodations we really enjoyed Atlanta. To our surprise 48 days later our card was charged by the hotel for our stay without anyone contacting us. I immediately thought someone somehow hacked our account, and so I call the hotel. I relay the situation to the receptionist that received my call, and immediately she told me that I need to contact customer service and file a claim, because we weren't the only ones this happened to. She never gathered details but just kept expressing I need to do this immediately. She then transfers me without taking down my information or anything.

We get customer service on the line and they take the claim, but let us know that we need to talk to our bank, which was closed because this happened on the weekend. To try to make this long story shorter, what proceeded from here has been a back and forth with the hotel management and corporate and NOBODY CARES about our situation and that's how it's being handled. The Assistant General Manager explained that their credit card batch was never processed and that's why they ran the charge. He offered a portion of the refund in an email that made no sense where he stated two different refund amounts, and then they closed the case without ever speaking to us and coming to any type of agreement. The customer service was TRASH and I now intend to never stay in any Marriott system hotel in the future, and will be sure to share my personal experience with people whenever I hear that they are considering staying at any Marriott. It could be just that location, but it's such a bad representation of the company at large, seeing how nobody is willing to own responsibility for this. If I could have gave a 0 rating I gladly would. By far my worst experience. As long as this email is, there is still more to say, but I'll stop here. I'm very sorry that my family honored this establishment with our business, as they have proven to be very undeserving, because we were not the only ones who had several...

The shuttle driver drove through the hotel pickup area at the airport without stopping. He didn't even slow. There were other hotel shuttles there that beeped at him. I had to run after him and bang on the back window to get him to stop.

When he finally did stop, he didn't get out or come to help. I put my own bags in the van and almost fell while climbing in. I actually hit my right shin in the step and have bruising from it. Once I got in the van, the driver didn't greet me, much less apologize for not stopping. Then, he drove off straight away without waiting for me to buckle up. When we got to the hotel, he didn't help me out.

The check in staff was okay but they didn't even offer an apology when I let them know what happened with the shuttle driver. They seemed more interested in talking to each other than to me. They did let me check in early so that was cool. I was there to take a test so I asked if they knew where it would be and he told me on the second floor to the right. It was actually on the second floor to the left.

My room was nice though it was clear they didn't move any furniture to vacuum after the last guest because when I moved the ottoman, there was an empty plastic water bottle beneath it and when I was looking for an outlet to plug my laptop in, I saw little tiny hair rubber bands all along the perimeter of the room.

I called down to the desk on two occasions: the first was because my toilet was backing up and not flushing. They told me they'd send someone up. Eventually, however, the toilet issue resolved itself so I told them not to worry about it and it didn't give me any issues the rest of my stay. But the water pressure of the shower might as well have been non-existent. The tub also did not have a plug.

Later on in the evening, when I tried to turn on the TV for the first time, it wouldn't turn on. The power button on the remote was missing. They told me at the front desk that the remotes are universal but there weren't any they could trade out for me. I told them that even when I pushed the button physically located on the TV, it wasn't working. The TV turned on but said there was no signal. They said they'd send someone up.

Some time later, someone came. He said something became unplugged but he couldn't get the TV working again. I just ended up using the Bluetooth radio in the room to play music to go to sleep. The next day they did let me check out late so that was cool.

The outdoor terrace area had a giant egg like thing. That thing is massively unsafe. There are rocks being used to weigh out down but it still feels like it's about to topple over.

The breakfast buffet is a little pricey considering every item I wanted was out and I had to wait for more of things to be brought out. The woman who was there attending the buffet wasn't exactly pleasant.

This stay was extremely disappointing. If I was staying more than one night, I'd likely have checked out and found...

Long story, short: there’s a lot of hotels in the area, just stay somewhere else unless you want to deal with subpar housekeeping.

Full story: I stayed here last week, in town for a conference. I had an early flight and arrived to the hotel around 8:30am. I have the Marriott app and received a notification to check in early 2 days prior. The app lets you put what time you expect to arrive and I put 8am. When my flight landed, I called the hotel to confirm my room was ready and that I’d be able to check in. I had only gotten 2 hours of sleep and was ready to lay down and take a nap. I called three times and couldn’t get through. It just rang and then hung up. I eventually got through and the woman confirmed that she saw I checked in with an arrival of 8am and that my room was ready. When I got to the hotel, the gentleman (who drove the airport shuttle but was now at the desk) said that I would have to pay the early check in fee of $75. No where was that stated in writing, at no point when I checked in on the app did it give me a warning that I would have to pay an additional fee. Because I was so tired and didn’t want to sit in the lobby until noon, I just agreed to pay it. But if you already have rooms that are available and don’t require any additional work by housekeeping I think the fee is unnecessary.

When I went up to my room, the elevator floor was dirty and had a roll of toilet paper in it. In my room, the shower was not clean. I went back downstairs and asked for another room. It took awhile for the woman to find another available room but she was nice and apologetic which I appreciated it (young lady with black braids).

When I got to the next room, it wasn’t better. Again, the shower was not properly cleaned. There was some hair in it. At this point I was just exhausted and got out my cleaning wipes and wiped down the shower myself. I wiped down everything in the room just to be safe. Later on, I noticed crumbs on the carpet so it looks like the room was never vacuumed either or at least not thoroughly.

That afternoon I was preparing to take a shower and realized I was missing wash cloths, hand towels, and a bath mat. Only had 2 bath towels. I called the desk and I had to go downstairs to pick them up. Bathroom was also missing a wastebasket. The room overall needs some updating and repair. The shower door was slightly broken too.

Unfortunately, I have a friend who also stayed in a different room and had an even worse experience with her room. So it wasn’t just me.

The positive: Upon checking out, the woman at the desk was so pleasant and friendly. Kudos to her (I think she works the...