Hilton Garden Inn Atlanta North/Johns Creek — Hotel in Johns Creek

My wife and I took a business trip to Johns Creek Georgia from 8/23 to 8/25 (weekend). When we checked in about 9 or 10 PM, we asked to make sure we had a quiet room. They gave us the envelope with the keycards with it open to show the attached paper with the breakfast hours and told us about the breakfast.

Took the envelope with the keycards and went to the room. The room was average with tolerable issues. The toilet paper bracket was broken from the wall and stuck back on with loose wallpaper. So, you always had to look for the toilet paper that ended up on the floor due to the poorly mounted bracket. Also, the tub faucet was pulled away from the wall and the tub had paint coating flaking off. Looks like they need a maintenance guy. The room was outdated.

Let the nightmare begin. My wife left for a meeting the next day at 7:30 AM. I planned to relax and do some reading. Well at 9:45 or 10 AM, my quiet time ended. All of a sudden it sounded like someone was jackhammering the room next door. The room started vibrating and the noise was so loud I had to call the front desk. When I was talking to the front desk, I told her I had to cover my other ear so I could hear her on the phone. She said could hear the noise over the phone and that she could do nothing for us. I asked why did you not put us on the other side of the hotel or tell us that we were in a construction zone room area. She stated I should have reviewed both sides of the keycard envelope to read about the construction.

So, I took the keycard envelope and looked at the other side. Behold, on the other side a piece of paper stating, “Please Note, our hotel is under construction”. I asked why didn’t you tell us verbally about the construction noise starting in the morning instead of hiding it on the keycard envelope when checking in? She said it was my responsibility to review everything on the keycard envelope and it’s our fault for not reading it. I can see why they handed you the keycard envelope open so you would not read the note about the construction. Good trick. Who reads everything on keycard envelopes? They usually end up in the trash.

I spent my day across the street at Starbucks reading for my quiet time until my wife got back at noon. We went to the room, and they were still at full speed with the jackhammering noise plus now we had chainsaw noise outside our window. So, we packed and went to the desk so we could check out and move to the hotel next door (along with other people in line with the same issues). The counter lady said she would put a note for the manager to call us about the refund for the night we did not use. We went to the Hampton next door and got a room.

A manager named Kendra called later and was very nasty and arrogant to my wife. She said it was our fault for the construction noise and we were banned from staying at her hotel in the future. She also said it was on their website about the construction – which it was not. All I was looking for was a refund for the next night and the normal management scripted apology saying, “We are sorry for your bad experience”, but telling me I am banned for life from staying there again? That’s funny Kendra, you could not pay me to stay there again.

Don’t worry Kendra, I have reported you and I will stay at the Hampton next door when I visit again. Hampton has much better rooms and the staff was excellent and friendly to us. They even apologized that we had a bad night with yall. That’s the class in my book.

Note - this was not scaffolding or painting noise, this was jackhammering noise, banging, and chainsaw noise. I felt like I needed a hard hat and ear...

Being a person that has never written a review of anything, let that be your first sign of my experience thus far with this property.

This property management team is pitiful...will not return calls and incredibly non flexible for cancelling reservations...it is a money grab location that will take advantage of you...STAY AWAY!!!!!

If you need the details continuing reading....I am a HIlton Honors member who has stayed exclusively at Hilton properties this past year as we traveled the southeast with my daughters travel softball team. 12 stays so far...all have been great. This includes property, staff, management, etc. During this time, I have used the app on my phone to make and cancel reservations as needed. This past weekend I had a room booked at a Hampton hotel for Friday night as our situation was not one that needed a Saturday stay...until the rains came and postponed everything. I immediately called the Hampton I had checked out of that morning and they had no rooms available for that evening...very predictable as this is a great location. I immediately got on my app and started looking around that particular location for other Hilton properties and ALL were booked...I found the Johns Creek Hilton Garden Inn as the closest property to the desired location...I reserved the room around 12:30 pm that day and continued to look just in case something came open closer to where we WANTED to stay. About 2:00 pm something did open up and I reserved that room and was very excited things had worked out...until I went to cancel the reservation at Johns Creek...I have had this same situation play out at least twice previously this year and without hesitation the property manager allowed me to cancel my room without penalty and thanked me for being an Honors member. I understood there would be some type of cancellation fee but it was never charged and I was incredibly appreciative...so appreciative I have continued to stay at Hilton properties even when the team did not...

I called Johns Creek and was told they could NOT cancel my reservation without charging me for the room due to the 24hr. cancellation policy...Of course I told them I had just made the reservation less than 2 hours ago and there was no mention on the app about not being able to cancel this room if booked...I also mentioned it was before 3 pm and I was well before check in times. Again, no mercy...no apology...Oh, and NO MANAGER ON SITE TO DISCUSS MY SITUATION. I was told to call Member Services to see if they could help. Of course I called Member Services and was told this is a Property Management decision. Member Services did help by sending an email to this Property Manager asking them to review the situation and possibly waive the fee...($138 at this particular location) Member Services was very apologetic for the situation and continued to thank me for being a member and that it was typically a situation where the Property Manager would review and agree to waive the fee. Very much like my other experiences...

Johns Creek however is NOT LIKE OTHER HILTON PROPERTIES...They not only charged me the fee but will not take my calls to discuss the matter. I have called twice this week and left one message...both times the manager would not pick up the phone nor call me back.

It is unfortunate for Hilton to have someone like this running one of their...

My wife and I took a business trip to Johns Creek Georgia from 8/23 to 8/25. When we checked in about 9 or 10 PM, we asked to make sure we had a quiet room. They gave us the envelope with the keycards with it open to show the attached paper with the breakfast hours and told us about the breakfast. Took the envelope with the keycards and went to the room. The room was average with tolerable issues. The toilet paper bracket was broken from the wall and stuck back on with loose wallpaper. So you always had to look for the toilet paper that ended up on the floor. Also, the tub faucet was pulled away from the wall and the tub had paint coating flaking off. Looks like they need a maintenance guy. This was not the issue. ||My wife left for a meeting the next day at 7:30 AM. My opportunity to relax and do some reading. Well 9:30 or 10 AM, that ended. All of a sudden it sounded like someone was jackhammering the room next door. The room started vibrating and the noise was so loud I had to call the front desk. When I was talking to the front desk, I told her I had to hold my other ear so I could hear her on the phone. She said she heard the noise and nothing she could do. I asked why did you not put us on the other side of the hotel or tell us that we were in a construction zone room area. She stated I should have reviewed both sides of the keycard envelope to read about the construction. So I took the keycard envelope and looked at the other side. Behold, on the other side a piece of paper stating “Please Note, our hotel is under construction”. I asked why didn’t you tell us verbally about the construction noise starting in the morning instead of hiding it on the keycard envelope? She said it was my responsibility to review everything on the keycard envelope. I can see why they handed you the keycard envelope open so you will not read about the construction. Good trick. ||Anyway, my wife got back at noon and there was no quiet time in that room. So we packed and went to the desk so we could check out and move to the hotel next door (along with other people in line). The counter lady said she would put a note for the manager to call us about a refund for the night we did not stay. We went to the Hampton next door and got a room.|||A manager named Kendra called and was very nasty and arrogant. She said it was our fault for the construction noise and we were banned from staying at her hotel in the future. All I needed was a refund and maybe an apology that we did not have a good stay. ||Don’t worry Kendra, I have reported you and I will never stay at your hotel again. I will stay at the Hampton next door which has a much better room and the staff was excellent and friendly to us. ||Note - this was not scaffolding or painting noise, this was jackhammering noise and...