Hyatt House Atlanta / Perimeter Center — Hotel in Sandy Springs

Terrible Experience at Hyatt House Atlanta—Completely Unacceptable

I am absolutely appalled by the treatment I received at the Hyatt House in Atlanta. As a Hyatt Rewards Member, I expected professionalism and hospitality—but instead, I was met with hostility, rudeness, and blatant disrespect by the night staff.

After traveling to Atlanta for a medical procedure earlier that same morning, and enduring hours of detours, heavy police presence, and exhausting road conditions, I arrived at the hotel completely drained. I was accompanied by my elderly mother. Instead of a warm welcome, I was met with immediate attitude from the front desk worker—a Black woman, medium build, natural hair, wearing a face mask. Her demeanor was unwelcoming, combative, and completely unprofessional.

She refused to let me check in using a joint Hyatt-linked credit card that had been used without issue before. I calmly explained the situation, only to be met with eye-rolling, sarcasm, and a cold, “Oh well.” I asked her to stop with the attitude, letting her know I was exhausted and just needed rest. Instead, she became even more aggressive. She refused to return my ID at first, keeping it behind the desk and behaving in a suspicious manner—I strongly believe she may have taken a photo of it without my consent.

Despite this horrific experience, the card was still charged—even after the reservation was ultimately cancelled by Hyatt customer service themselves, who were alarmed by what transpired. I refused to stay there and be defeated any further. I immediately stepped outside the hotel, called Hyatt directly, and explained everything. The representative was kind, empathetic, and quickly relocated me to Hyatt Place Atlanta Perimeter Center.

And let me tell you—the difference was night and day. The staff at Hyatt Place were an absolute breath of fresh air. Both the night and morning front desk workers treated me and my mother with dignity, warmth, and respect. (Note-Two Beautiful Black Queens worked on both shifts) That is how a Hyatt should be run- Treating people with Dignity and respect no matter their ethnicity.

But I will never forget what I experienced at Hyatt House Atlanta—being treated like a criminal, questioned harshly about who I was with, and even being told to get my mother out of the car. The front desk worker was clearly discriminatory, removing her mask and softening her tone when interacting with white guests while treating Black guests with open contempt.

This was not just poor customer service—it was humiliating, traumatizing, and wrong. Hyatt, you need to take immediate action. That woman should not be the face of your brand.

This location completely fails to reflect the Hyatt standard—and I will never recommend it to anyone.

If you want to be dehumanized, talked over, talked down to, and overcharged—then go to the Hyatt House Atlanta Perimeter Center. Don’t let the reviews fool you like they did me. Don’t say you weren’t warned.

But if you want to be treated like a human being—respected, welcomed, and cared for—go to Hyatt Place Atlanta Perimeter Center. We can’t speak for everyone, but the two beautiful young ladies—night and morning staff—were outstanding. The people we encountered in the halls all spoke and had smiles. The atmosphere was totally different. It felt safe, warm, and human. That’s what hospitality...

My wife and I were traveling from Texas through Georgia on business and made reservations from Saturday 3p til Sunday at 6p and called in advance to book a hotel for the weekend. We spoke to the service desk employee name Kimberly. We express to her we were aware that check would be at 12p. But we will need to stay until 6p because we were having conference meetings and we leave out at 6p. Before we decide to book we need to know if they can extend it before we book. Kim agreed so we booked. She stated that she will put it in the note explaining the situation and that it was ok to extend our checkout time. After booking we found out that we were overcharged thinking we were getting a nursing discount for a single bed of the price for a suite. We were given a discount by Reservation Desk which is an 3rd party company they use that accommodate their reservations online. These people told us they would given us a discount is we booked the $200 suite for $150. They had us verify the reservations with Hyatt and Kim stated that she got us all setup. I asked her if the room we requested was correct because it was unavailable online. She stated everything was good. I told her some rooms illustrated almost identical online and can she tell me the sqft of the room. She told us the dive of the single bed that was $130 and not a suite like we initially requested. She told us she sorry that she booked us the wrong room. I’m finding it to be hard to believe after the agency and I had to verify twice. Then told us we had to pay an extra $27 for upgrade. And the room would be Which I was frustrate so I said we would still come out ok after then upgraded price. Then upon checking out that Sunday we were told by said manager name Ann Marie at 12:45 that we can’t wait til 6p to checkout and that Kimberly did not notate it. She practically called us a liar stating Kim knows policy and knows she cannot make those decisions. How is this our fault that the clerk at the desk that took our reservation lied about the accommodation. Ann Marie called her manager GM Martin and he to her that we had to leave and they were not going to make that accommodation for us to stay. I ask to speak to him and Ann Marie said he’s off today. This really inconvenience us and after a long conversation. Ann Marie said she couldn’t talk to ask Kimberly and Martin because they were off. They obviously have issues with integrity here. Had they told us they had to over charge our room and not follow through on the agreement to accommodate our checkout time, we could have had the opportunity to go with another hotel that could agree to the checkout time and understand how important it is to give us the rooms we paying for. If you decide to reserve offline.. be sure to look up the square footage of the room online and verify after purchase and any accommodations needed get it in writing. Never trust anyone word there about pretty much anything. We will not be coming back here. Didn’t mind paying for another day if need be, just didn’t appreciate the dishonesty and the way they handled it. It’s the principle...

I had the absolute BEST stay at the Hyatt House! I was in town for business and a Christmas Party. Northside Hospital had their 25+ year employee appreciation party and that crowd made it a fun night! Ashley checked me in when I arrived and check in was smooth as fast. She gave me a print out with information and also verbally explained all of the details. She was both fun and friendly. The H bar was so much fun with the guest from Northside party and the STAR of the night was the bartender JAMIE! I called her Jasmine MOST of the night if that tells you just how good she is at her job. She made the most beautiful and flavorful drinks! She had a huge crowd but still was able to quickly make drinks without signs of distress or frustration. She was so pleasant and entertaining and gave everyone there the ultimate night to remember! This hotel is very appealing to eye. It is updated and beautifully decorated inside. My room had a cute little living room area and the tv was on a swivel that I could turn to move to the bed area to sleep and watch TV. I LOVED the layout with the small stove top kitchen burners. I am coming back to stay in MAY and can not wait to see ASHLEY and JAMIE again. If I had more PTO, I would have called out of work and booked another day just to hang out with them again. As a busy corporate América mom of 2, wife of 1 and entrepreneur, they made my stay everything that I could have asked for! I almost cried at check out (because my head hurt) but ALSO because I was so happy for the new memories with them. MAJOR Kudos to the CHEF too! The Korean Street Tacos were OMG delicious!!!!! I almost ate my nail trying to chew air thinking I still had taco left! They were amazing. The peanuts on top were surprisingly GREAT with the combination of meat and flavor. I cant wait to come back! I need to call ahead and come on the day that Jamie and Ashley will be there. Customer service is at an all time low across multiple industries. Any business that can capture RARE high quality customer centered employees like Ashley and Jamie will have my service OVER AND OVER AGAIN! I cant wait to see yall again! Courtney Ashley (Honorary Hyatt House Co-Worker...