Holiday Inn & Suites Atlanta Airport-North by IHG — Hotel in East Point

When checking in, the stay was placed on my personal card instead of my business card, even though I had a 5-minute conversation about how I was in town for work. The employee didn't ask me which card; he just said, "I have it going on your ** attached to your rewards account."

I was staying for five days, Sunday through Friday. I requested a linen change on Tuesday, which did not happen when I returned Tuesday night. When I called the front desk and asked for the linen change and trash taken out since it did not occur that day, the employee apologized and stated he would make a note for housekeeping to take care of it tomorrow, but in the meantime, he would send up 2 sets of towels.

Wednesday afternoon, I returned to my room, and once again housekeeping did not come. I called the front desk from my room phone, and they did not answer. I called the front desk from my personal cellphone, and they answered. I explained the situation and how this was the second day. The employee was apologetic and said he would ensure it would be taken care of the following day. So, on Thursday morning, I stripped the sheets and placed them on the floor next to the door, along with bagging the trash.

THURSDAY afternoon, I returned to my room, and NOTHING was completed. It was very apparent NO ONE came. I walked down to the front desk and requested to speak with a manager, Tristan. I explained how I had requested housekeeping for the past three days, and no one had come. He asked me to take a seat in the lobby, and he would get it taken care of.... an hour*, and 10 minutes later, another employee walked up and asked if I had been helped or needed anything. I explained why I was waiting, and he stated he would check the status. A short time later, he stated everything was taken care of. I returned back to my room, and I kid you not, the sheets were still in a pile on the floor, the trash still bagged where I placed it, and a set of fresh sheets folded and sitting on the chair.

So at this point, I'm assuming I need to make my own bed?

I go back down to the front desk and ask to speak with the manager. The female employee stated he already left for the night. I asked to speak to the next person in charge. She asked what the issue was, and I explained everything once again and showed her the picture of the folded sheets on the chair. She explained he would have someone take care of it immediately, apologized for the inconvenience, and stated she would have one of the nights compensated.

So I go back to the room and wait. A female employee, Ms. Kim, stated she was there to change my sheets as if she was asking me a question. I explained to her the situation, and she stated, "I don't know how to do this (make the bed), but I make my own bed every morning." She went on how this wasn't her job, and there was no one there to do it, so her manager asked her to. So here I am, helping her make the bed.

Friday morning, I went to check out, and to my surprise, nothing was comped. When I asked for the manager, the female employee asked what room number I had and then stated that the manager was "unavailable."

This was the worst experience. Even the employees who were apologetic could not follow through on the...

I had to call corporate when Jamal, at the front desk refused to help us out when there was no hot water on our 2nd night stay. I requested a different room and he rudely said the manager will comp you 30% and that is all we are going to do for you. I asked him to speak kinder to me and he started saying that what I hear was not rudeness, but him being tired. Corporate ended up telling me they were moving my family to a room with hot water but Jamal proceeded to tell the other front desk assistant, Alex to stop helping the customers. He told her that the manager was to blame, that the manager should have done a better job and to leave it be because they only had 3 more hours and it could be someone else’s problem. I had to call corporate again because Jamal was talking bad about me to the customers in the lobby, in front of me, and they moved us from a double room on the B side with no hot water to a king on the A side. I shared my concerns about having a family of four requesting a double to begin with and having to go down to a King being an issue. They still refused to do anything about the space. Luckily we bought an air mattress. It was already late by the time we tried showering and by the time everything was settled for the night we did not get to bed until 2 AM. The first room they gave us wouldn’t open, they said because someone was already inside. The second room didn’t have any towels so I had to go back down to get them. Jamal ended up being super condensing to me the rest of our stay. Even my girls asked he was whispering to me instead of speaking normal! I heard them offering many customers a new room, I also heard them lying to customers when they called in about the water saying it just went out when I know another customer was telling them it was out at 8pm atleast. They told customers that they had someone on the way to fix the hot water, then they said someone will be in at 5am to look at it, that turned into 7, then later & when I needed to get more towels one night they were telling customers that the tech was on his way, but that he was stuck in traffic. This was after 6pm. Jamal refused to give me towels on my last night stay. He told me he would call housekeeping. I waited then I went to go back downstairs to request them again but I ran into housekeeping and she told me he never called the request in, but she did hand me some so that we could shower and sleep. The elevators were slow and creaky. The pool was out of order. The breakfast was not complimentary when it was the same food at any of the others who offered it complimentary, except this one didn’t even have a waffle maker. The eggs were the only food with flavor. The shower heads were spraying all over the place the AC clanked on and off and in the middle of the night it started to whine. The noise through the window was also very loud. The elevator being at the end of the hall was a super...

My parents were trying to evacuate Tampa, Florida ahead of Hurricane Milton. They would have tried to fly but TPA closed ahead of their flight departure, so they opted to drive north to Atlanta. As they were on I-75 driving, they asked me if I could try to help them find a hotel since they were driving at night, exhausted, and trying not to get in one of them many accidents that happened on the highway during evacuation. I hopped on my various hotel apps and tried to find a hotel that wasn't booked up or price gauging and found this hotel. I booked them a room and immediately called to speak to someone. I spoke with someone at the front desk named Jerome. I explained to him the situation that they'd be arriving after 2am sometime because they were fleeing the hurricane and I needed to add their names to the room so they could check in. He said he added the names and he'd mark them as a late arrival so their reservation wouldn't get cancelled as a no show. Great, thank you so much! Well the traffic was so bad that the usually 9ish hour drive turned into a 16 hour drive. I woke up the next day and the GPS just kept extending their arrival time. I called the hotel again and explained the situation adding that they were still on their way. I acknowledged the check out time and asked if it was possible to get a late check out for them so they could just take a quick nap and a shower before they continued their journey up north to family. I used to work for a large hotel chain at the front desk so I know its more than possible, especially for members of the hotel programs. She told me she couldn't let me know until they arrived. I reiterated they are on their way and they just want to mostly shower as they've been on the road for hours.

My parents arrive and apparently the lady who checked them in at the front desk was incredibly rude and unsympathetic. She was giving my parents a hard time because it was booked under my name even though I called and asked to have their names added prior to arrival. She didn't want to let them up to the room even though it wasn't check out time. My mom told me she had to beg the woman at the front desk to just be decent and let them shower. You can't be in hospitality treating people in unfortunate situations like crap. That lady made my parents already stressful situation worse. My card is already on file and I'm a member so if them overstaying check out was an issue she could of just charged the card for a day use. The hotel wasn't booked up because there were still rooms online so the front desk lady worrying about flipping the room for the next guest in time wasn't an excuse. The front desk staff could definitely use some...