Home2 Suites by Hilton Atlanta Airport North — Hotel in East Point

BEFORE I GET STARTED I WOULD LIKE TO THANK EVITA, MS.SARAH AND WAPLE FOR THEIR GOOD CUSTOMER SERVICE AND THEY ARE THE REASON THAT MY EXPERIENCE WAS NOT ALL BAD.

I stayed here from July 12-15, 2024. I have good and bad feelings about this hotel. I will start with the bad just to get that out the way. First thing that annoyed me was that the hotel sent me an email to do digital check in and expressed how easy and convenient it would be. I took them up on their offer and did a digital check in because I knew that my flight wasn't getting in until 12 am so it wasnt a bad idea. What I did not know is that when you do digital check in they take $100 per night for each night that you are staying for incidentals. My family and I was stayed for 3 nights so they took a total of $300 along with the room fee right after I did the digital check in and I was pissed because I was not notified and it did not say that in the email. When I first made my reservation they told me that they only take $100 at check in for incidental. Had I would have known it was not like that for digital check in then I would have waited to get to the hotel.

Second thing, When I got to the hotel my digital key did not work so I had to go to the front desk to get key cards. The lady at the front desk was not welcoming. She told us nothing about the hotel. She didnt tell us about breakfast, pool area, fitness or anything. She was on the phone so she was basically trying to get us out of her face. When I got to the room I realized that the pull out couch did not have bedding on it so I tried to call front desk to let her know when I realized that there was no phone in the room so then I had to go back down to the front desk. She gave me a sheet, with several pillow cases but one pillow and a thin blanket. I asked for another pillow and blanket and she said that they did not have anymore. She didn't even try to go look. I told her about the phone and she did say that maintenance would have to put one in there. I later found out that maintenance dont work on the weekends and also found out that the bedding for the pull out bed was under the tv area in the drawer. She did not tell me anything about that. I did not get her name but her customer service sucks. She works the night shift and have small locs.

Third thing, when I went to take a shower the next morning I realized that there was mold in our shower. Other than that the room was nice, neat and spacious. I was just disappointed with the shower. I went down to the front desk and Ms. Sarah was now working. I believe she is the front desk manager. I loveee her. She apologized about the shower and for us not having a phone in the room and immediately moved us to another room. When I got into the new room I immediately checked the shower. There was mold again but not like the other one. At this point, I was tired of moving and just decided to deal with it. However, housekeeping need to do a better job with the bathroom area.

Although, My experience was not the best it was not the worst. The hotel is nice, neat, clean and modern. My kids loved the pool area and they have a nice fitness area as well. Rooms are spacious with a kitchenette. That was so convenient for us to use. We also utilized the grill area and that was a very nice addition to the hotel. Breakfast could be a little better but I did love the oatmeal and coffee area....

I had a terrible check in experience with this hotel. I arrived in ATL at about 8:30. By 9, I was outside waiting for a shuttle. I called the hotel to double check shuttle times and spoke to a pleasant person named Ebony who gave me information and informed me the shuttle was on the way. At about 9:50-9:55 I called the hotel again as I was concerned that the shuttle which was supposed to run every 30 minutes had yet to arrive. I spoke to Waple. I was spoken to in a condescending manner. I was I told that I must have missed this even though I'd been waiting and the airport liaison also confirmed it wasn't there. I explained and was cut off. I was also told that the hotel tracks the driver so there was no way that he had not come. She was extremely rude and condescending as I tried to get simple clarification on when the next shuttle run was. I explained that I was exhausted and needed this clarity just so I would know if it was best to just book an uber rather than wait another 30 minutes. I ended the call and felt disturbed by how she'd spoken to me. I called Hilton's hotline and asked about cancelling as I had a bad feeling based on how she'd spoken to me. We hadn't even checked in at that point and nobody should be so abrasive to a guest. Hilton connected her with us and asked me to explain the issue. In the middle of explaining, Waple cut me off to tell me she wasn't being rude and overreacting. She was again, rude. She talked over me. I had to stop her and explain to her that I was in the middle of speaking and yet again, here she was being rude for the second time in less than 30 minutes. The shuttle had come by then and we were on it as I was saying this, I was still outside on the phone talking. My mother who was with me, walked in. Waple said " You're the person I was talking to" and hung up. I was outside, it was obvious my mother was not on the phone. What followed was Waple, yelling at us, waiving her arms, rude commentary. With her hands on her hips she dared us to call Hilton because "she wasn't scared." She help our reservation in limbo. The worst part of this was that the driver had explained to me that he had not in fact come at the earlier time (the one Waple said I must have missed and wasn't paying attention for). He said he'd actually stopped for gas. So, there was indeed cause for my concern. He truly had not come. He came in and explained this to Waple too. But talking to her was like talking to a brick wall. Instead of an apology, Waple went on. It was as if she wanted to ensure that our stay was miserable. We had the shuttle driver apologizing to us. We had the hotel security apologizing for her behavior. All the while, Waple continued with her rude and berating disposition and words. This was ALL BEFORE I EVEN CHECKED IN. I am disgusted by the absolutely horrid behavior of the front desk employee. I can't believe that she is the person that...

I do not think this could be any worse than anything I have ever posted. On 8/26 at 9:45/10:pm, my family checked into room 413, a queen suite. Upon setting up the sofa sleeper for my adult daughter who was traveling with us the next day to Sint Maarten, was exhausted and wanted to rest immediately. When I unfold the sofa sleeper, there were old blood stains and other dried bodily fluid on the non-sheeted mattress ( thanks goodness) with a moldy underside. I immediately went to the front desk where the desk representative worked with me to find clean accommodations for my family. Here is how it went.

She stated that room 116 was vacant and the same room type that we currently had. Upon entering. All, yes all cabinets and drawers were open, there was some strange filter sticking out of the AC unit and the pillows were off the sofa sleeper. Strike two.. next we entered room 603, which was a studio and not what was originally reserved but I looked at it briefly. Yet, she insisted that I look at room 304, which was an accessibility queen suite. As I opened up the sofa sleeper and pulled off the covered mattress, there was clearly, almost fresh, deep red blood stains simply covered over by the sheets. Remember 413 had no sheets so the stains were obvious in not only the pull out sleeper but the master bedroom sheets. Oh did I share that my cost at the time was 300 .00 plus?? After seeing this the desk representative attempted to recover the mattress and fold it back into the sofa position. “ Are you not going to leave this for housekeeping to clean?”, I ask. “ I will just put it in the notes”, she replied. However, when she could not figure how to properly put the bed back, she left it. So, now we are back to room 306, in the room type that I did not reserve but now it’s almost 11:00pm. I pulled out the sofa sleeper and it was covered with a fitted sheet with a zipper. I unzipped the zipper and the mattress was clean and the room actually smelled cleaned. We sprayed Lysol over everything and was given additional linen and covers, which I sprayed Lysol. Everything seemed fine until I went to shower and picked up a hand towel that not only had old blood stains but hair! I promise that I can’t make this up! Because we really needed to sleep catch our early morning flight, I opted not to tell my family and inspected the other linen. My rate was adjusted from 190 to 155.00. Really for what we endured the 100% satisfaction guarantee is a must! We got less than 6 hours of sleep after this. The next day representative stated that she could not adjust further or comp the room and suggested that I email the manager, which I will. Consumers, I cannot stress enough the importance of checking your bed, asking for fresh linen and...