Hilton Atlanta Airport — Hotel in Hapeville

I attended a convention at this hotel for 6 nights. As so many others have said in the Google reviews the staff truly make this hotel shine. We really got to know the staff after 6 nights being together for a convention. I want to mention and give recognition to several of them that made our stay amazing. I apologize for missing anyone but the entire staff that we met were definitely chosen for this job because of their people skills and caring personalities. Great job!

Bartenders Iris B.- Given the award of Bartender of the year award for her amazing drinks, big smile, and a great person overall. She is a hard worker and so caring with all the customers. She took really good care of us every night and she was the reason we kept coming back every night to the bar to see what drinks she was going to make next. Great job!

Miranda - Great bartender as well with a great personality and worked very well with Iris being efficient at getting us all our drinks. Great job!

Levelle - Great bartender as well and easy going personality and very efficient with the drinks. He also worked well with Miranda and Iris together in great teamwork. Great job!

A great selection of beers, wines, and cocktails to choose from.

Shuttle drivers Shuttle drivers very helpful and friendly, free shuttle with great professional service. We had a man on our shuttle with a cane and needed a wheelchair and the shuttle driver she guided him and dropped us off right next to the wheelchair area. Great job!

Front staff Christina - The biggest smile and so friendly. She answered all of our questions and if there were any issues she took care of it. A huge help. Great job! Chastity (Spelling??) - So sweet and caring as well. Was a big help when we asked her a question. Great job!

During our stay my 83 year old mother felt like she was going to faint. The front desk had an available wheelchair and we were able to move her to the hotel room from the lobby with the wheelchair. We are so glad it was provided to us as there is too much walking for her around the conference center. Thank you for having that available wheelchair.

Restaurant staff Ashley - So friendly to my parents and taking care of us. Great job! Jenai - A great experience with her but only one breakfast with her but great with us. Great job! Food was luke warm some days for breakfast buffet. Oatmeal/grits some days not as warm Dinner items are expensive but food is very delicious Mac and Cheese and collard greens amazing recipes and homemade delicious Definitely could use more staff to help especially with 500 of us for a convention

Cleaning staff I only used them a few times because of Covid but my room was clean when I arrived and when I needed a few items they were quick to respond. Great job!

Convention center staff Amazing staff helping out with everything for the Magic convention. They were always there when we needed them to help us out moving things around. Great job!

Pool/Gym looked very nice and maintained.

Rooms are nice with large TVs and channel options Fridge, Coffee maker, In room safe, iron, walk in shower Free WiFi fast enough for laptop and smartphones

Microwave not in rooms only downside in the rooms to heat things from the fridge

Other think missing is a Business room or at least 1 PC and a printer for airport checkin and printing documents or a photocopy. (Front desk helped one time for printing something for us but it is an inconvenience for the front desk staff.

Thank...

Property location is somewhat dangerous area, so if you MUST stay here, strongly suggest you use vigilance while out and about in the VA Avenue area. The property itself is just average, and clearly management hasn't kept up with maintaining it as you would expect from Hilton. Dated would be a good way to describe it. There are brand new hotels just a stone's throw away that I would steer family and friends to if they absolutely needed to stay close to the airport. Take anything you value out of your car at night and ensure your car is locked up tight.

My work-related stay was only for four days, and I was told housekeeping would only come once every four days. The virus scare is over, right? Why once every four days then?

I had an issue with moving the check-in date one day later. So before departing home, I contacted the hotel, spoke with Precious, and was assured there would be no problem and the change was complete without any further action on my end. Upon checking in, I confirmed the check-out date was already adjusted by the one day later, by not just the front desk employee, but his supervisor as well. I was assured it was handled and not to worry.

All seemed fine until the morning before my planned check-out, when housekeeping knocked on my door asking about checking out and cleaning the room. Thankfully, I picked up the telephone and found that all three people had failed to make any change to my reservation. I contacted my company, but was unable to reach anyone for assistance. The manager on duty that morning, I believe was named Christine, essentially told me that it was my fault for not coordinating with my employer, when I had been told it was already handled by three Hilton employees and no further action was necessary. Christine then told me that if I didn't check out, security would come up to my room and help me pack my suitcase. The room was needed for another guest and I had to vacate the room. When asked for a telephone number and name of the person she spoke with at my employer, she refused to provide one. I had just assumed there was a misunderstanding. My employer actually paid for four nights, even though I only stayed three nights.

I arrived downstairs to check-out about 45 minutes later, and that is when the front desk employee told me I could have stayed another night in that room, but I would have to pay for the bill myself. Dumbfounded, I asked for a zero balance bill and promptly departed. This was all handled so unprofessionally, I would never stay at this property again.

Bottom line: Unsafe area. Hotel is average. Dated rooms. Unprofessional and incompetent staff. I did not feel like a valued guest. I cannot recommend this...

Worst customer service ever experienced. I booked room 1/28-1/30. I planned to check in early morning on the 29th, so I booked an earlier date. I also used Hilton App Chat function to leave many messages to keep my room. (Bon Voy App, when you leave message on Chat, the hotel will respond when they get to it. Never fails. You are not talking with robot. ) Not sure whether I was talking with robot or person, I requested to speak to person and I left numerous messages. When I landed at 5 am, my Hilton App showed my room was cancelled. So I called the hotel. She said my room was cancelled due to no communication with the hotel. I told her, I left messages on your App Chat function, did anyone read it? ( I guess no one did) Rather than give me the room back and find ways to solve this issue, she started to keep repeating my room was cancelled and I will be charged for the penalty. I kept pleading my case, that I left messages on Chat with the hotel, why no one reads it and respond? This circular conversation went back and forth going no where. It got to be frustrated and made me feel like an idiot when she kept repeating the same phrase like I did not understand it the first three times. I tried to stop her as she began to sound like a broken record player and all I wanted was to have a conversation on ways to get my room back. ( a good customer service would listen more rather than keep lecturing on customer). Then she began to accused me of raising my voice. I said, madam, I am in the airplane, full of people around me. I have to purposely suppress my voice. How can I even raise my voice?. Totally absurd and uncalled for.

If the hotel keeps our conversation on tape, they could use it as a case study as What Not to Do.

1. Not only does she not have the skill to solve an easy issue. 2) Rather than deescalate, she escalated. 3) Never accuse your customer of something that is untrue.

After I called Hilton Claims, they emailed me saying they will contact the hotel and get back to me. Nope. After several days, I’m emailed back, and this time the Claims department wanted me to solve this issue with the hotel on my own, After I emailed more detailed of the incident, they said they will contact the hotel and get back to me in three days. Nope. I guess they never did contact the hotel in their first email. There is No Honor is their HHonor.

All I wanted was to refund my first night as the hotel dropped the ball and mistakenly...