Holiday Inn Express & Suites Atlanta N-Perimeter Mall Area, an IHG Hotel — Hotel in Sandy Springs

Take heed to this review… if you are an out-of-towner please don’t stay here. Manager’s customer service is nonexistent. Housekeeping will steal small items from your room. Me and my fiancé stayed here Aug 21-Aug 24. So currently, we’re having issues retrieving information on what happened during the removal of the property in my room. The manager and other desk attendant have been caught in lies during this process (they have contradicted themselves and made different statements amongst the facts). I have phone recordings. I say that because I found out today the manager did not tell IHG corporate the full truth of our recent phone call. He was very belligerent towards me and kept cutting me off. He told IHG I didn’t behave appropriately, but failed to mention that he was refusing to give me information I needed and continuously being rude. They claimed to find the item in an area the owner never went to. I reported the item as stolen to IHG corporate. The item was in our room before we left and gone when we came back on Friday. I requested housekeeping the same day this occurred. We’ve asked nicely for management to check the cameras and we were met with dismissive attitudes. Today I found out he’s racially biased too because he thinks, “you just want a refund, that’s not how we do business.” Even though I sent him a professional email on Monday negating this statement. I do think as a recent rewards member I should be compensated accordingly for the poor treatment and harassment by management. Today, I requested the owner’s email address so I can escalate this issue. The item is worth $200+, that’s enough to press charges, but according to the manager, “they’re not anything expensive like jewelry, you got them back, and housekeeping has been with us for years.” It’s about the principle and they don’t get that. We haven’t received the item yet nor do we have a tracking number. The rooms aren’t much better, we had bugs. It’s sad I had to contact IHG corporate for help. Avoid this area at all costs. Update: manager emailed the tracking number after this review. Response to gm: I do not care that you disagree. The truth is you were insulting then got mad when I did it back. I asked you both valid questions and you never had an answer. You never did a thorough investigation. You continue to lie, be dismissive, and contradict yourself. My fiancé never visited the area where the headphones were found and he left them in the room. I feel in my heart that she took the item and realized it wasn’t worth losing her job when I reported it as stolen. The housekeeper was also standing near your front desk attendant when we addressed the issue. Your front desk attendant told me to do whatever I want. You all need to be properly trained on customer service and since you also have the recordings, allow your boss to listen to how you disrespected me. I had to ask you to stop cutting me off and allow me to speak numerous times. Don’t play the victim like you didn’t start our conversation off rude and said way more inappropriate things to me. I said ONE rude word to only you and you threw a fit. You are not fit to run a hotel. I would appreciate it if you and your staff were more honest. You respond to guests that don’t have a favorable view of your staff the same exact way. You’re proving my point by bringing up reviews that have nothing to do with your conduct. At least they took care of me with integrity. I’m not the only person with a negative experience at this location. For someone that doesn’t want contact with me you continue to harass me for expressing myself and correctly informing others of my visit. You did nothing but lie and cause more commotion than needed. You want me to rollover and accept your conduct without repercussions. Talk to IHG about your further concerns regarding our case not me. As I said before you never have to worry about me...

We have stayed at various HI Express locations for many years. We routinely choose HI Express hotels for their consistent cleanliness, comfort, and customer service. This location did not meet these expectations. It began with a non-working key card scanner in the hotel’s parking garage entry to the elevator. Because we couldn’t access the garage elevator, we had to carry our belongings from the garage to the front entry. We would have driven to the front entrance to unload our things, but I was concerned that if we left our parking spot, we may not find another spot when we returned, as the garage was very full and guests were still checking in. This wasn’t a huge deal, but it was irritating since it was late and I was traveling by myself with my tired young daughter. The room itself (room 415) was sufficiently clean but had a slightly odd smell. In the bathroom, I noticed multiple mold spots and a sizable patch of peeling paint on the ceiling, and a smear of some sort of reddish substance on the wall near the vanity. It was a very visible location, and something I would have expected that housekeeping would have seen easily. Just before turning in, I found that the deadbolt on the room door would not work properly. It only extended a tiny bit, then would disengage if the door was jostled even slightly. With the door open, the deadbolt extended fully. I tried repeatedly to get it to work, as it seemed misaligned with the door frame. The back of what I assume was the keycard reader on the interior door was very loose as well, and there were multiple marks on both the door frame and the seal around the door frame, as if someone had tried to pry into the room with a tool. This was unsettling and made me feel somewhat unsafe, traveling alone as a woman with a child. Had it been earlier in the evening, I would have requested a room change, but we arrived late and my daughter was exhausted and ready for bed. The next morning, while eating breakfast, we overheard two other guests who were having significant difficulty with WiFi. The gentleman discussed it with the employee at the desk, but her reaction was nonchalant and dismissive. The guests continued to attempt to access the network, becoming visibly more frustrated. He again spoke with the employee, explaining that they were there on business and it was very important for them to have WiFi to conduct their jobs that morning. She still continued to seem to blow off his complaint. I understand that as a front desk employee, she has no control over WiFi, but she should have escalated the concern to her superior or someone who could further assist the guest. Finally, as we were leaving, both guests were back at the desk heatedly expressing their frustration about their stay. From the conversation, it appeared that the employee was finally going to contact someone who might be able assist. We have never witnessed or experienced this type of poor customer service during any of our prior stays, nor have we experienced the cleanliness/maintenance/technological issues that we experienced at this location. I truly hope these things are isolated to this particular location and not a reflection of possible deterioration of quality at HI Express as a whole. We will not be staying at this...

Issues Encountered:||1. Non-Functional Safe in Multiple Rooms:|• Upon checking into my first room, I discovered that the safe was not working. I called the front desk, and they assured me that maintenance would resolve the issue at 8:00 am the next morning (Saturday). When I followed up, I was informed that maintenance would not be available until 10:00 am.|• After several calls, a maintenance worker finally arrived around 12:00 noon, only to inform me that the safe could not be repaired and I would have to wait until Monday.|• Given the importance of securing my valuable work equipment, I requested to move to a room with a functioning safe. However, the second room’s safe was also not working, and in the third room, I was told to wait 15 minutes for the safe to reset, which still did not resolve the issue.|2. Broken Facilities in the First Room:|• In addition to the non-functional safe, the toilet seat was broken, and the bedside light was not working. While the maintenance worker eventually fixed these, the delays made me late for an important appointment.|3. Unprofessional and Uncaring Staff:|• Throughout the ordeal, I found the reception staff to be dismissive and unhelpful. The male receptionist, who claimed to be the manager, displayed a complete lack of concern for my situation, especially when I expressed frustration about the repeated failures to provide a secure room.|• I also pointed out that the coffee machine was broken, and I was rudely told that no other rooms were available.|4. Disturbance and Further Disrespect:|• Later that night, I was disturbed by loud drilling noises coming from the ceiling. I called the reception around 7:00 pm and was told that the noise would stop in 15 minutes as they were fixing a room. An hour later, the noise persisted.|• To make matters worse, I received a call from the same receptionist later that evening, informing me that I needed to check out the next day because I was “disrespectful” to their staff. This was astonishing, given that it was their consistent neglect and disrespect of my needs as a paying guest that caused the situation to escalate.||Final Thoughts:||The level of service I received at this hotel was absolutely unacceptable. Despite being a loyal IHG customer, I was treated with disregard, and my basic requests for a secure room were not met. Additionally, the staff’s rude and dismissive behavior, coupled with the mismanagement of maintenance issues, made this stay one of the worst hotel experiences I’ve ever had.||I strongly recommend that other travelers avoid the Holiday Inn Express on Hammond Dr, Sandy Springs. If you’re looking for a better experience, I suggest staying at the Sheraton across the road, which offers cheaper, better rooms, facilities, and...