Sonesta Atlanta Northwest Galleria - Marietta — Hotel in Sandy Springs

Oh boy…where to start. The staff was amazing when I booked this hotel. We were visiting our son while he was there for a corporate training session for the week. Check in was easy and flawless. That could have been because we checked in mid afternoon. But during the week I noticed as several guests checked in, the lobby was full and only 2 people doing check-ins. The hotel’s first appearance is gorgeous. But, there were signs of maintenance neglect as the week went on. Air vents almost falling out of the ceiling. Washer and dryer had some kind of grease on the top of it. No place to put your laundered clothes to fold them. THEY DO NOT OFFER FREE BREAKFAST. You have to pay $21 per person for a breakfast. You can purchase a package deal, but it made no sense to buy that for $17 per day per person and only get $10 credit for the meal. Then you have to pay to park your car in the hotel parking lot. Ours was comped due to son’s corporate training. So if you’re on vacation - expect to pay to park daily and to pay for your breakfast in the hotel restaurant. And only a large container (maybe a 3 gallon container) of ice water with a lemon slice and a lime slice in it. NO hotel complimentary coffee in the lobby. - only water from the container. There are 3 elevators. When we arrived one was not operating. It wasn’t a big deal as there were very few people there. But as others began to check in, the elevators were getting quite a bit of guests waiting to use them. So we would have to wait 10-15 minutes for our turn. We booked for 5 nights. The last 4 nights, only 1 elevator was operational. We could have used the stairs but the stairs had an outside entrance/exit through the non working pool area. The room was ok. Fridge and microwave were operational. Hot water immediately with great water pressure. You have to lay the bath mat/towel in front of the toilet to step on it as the bathroom was quite small. Like ‘you have to go outside to change your mind’ small. There was a dressing area/countertop just outside of the bathroom but there was no mirror. So if you need a mirror to get ready, you have to stay in the bathroom to do it. Our bed was old. It sunk in the middle. Not comfortable. There are 2 larger bottles of Evian waters along with 2 small bottles of water in the room. The Evian has a sign on them that you will be charged $5.00 per bottle to have them. Our in-room coffee maker wouldn’t work so I had to get another one from them. You actually have to wait for the coffee maker to cool off before you can brew another cup. Our room was spacious though. Housekeeping was there 3 times during our stay. But our son’s room ran out of toilet paper and towels. After requesting service, they finally came the day before we left. Several hallway lights had broken plastic shields on them. The smoking area had overflowing butt can and trash can. The only thing within walking distance was Waffle House, a sushi restaurant, Publix, CVS, McDonald’s, 2 gas stations, and Starbucks. Other than that, you had to drive several miles away to eat. Our daughter came for one night and they were given a suite with balcony. But - the balcony doors were screwed shut. So, they couldn’t enjoy that. Again, this is not a hotel if you are on vacation. It’s more for corporate training people. There is only 1 washer and 1 dryer. They do not accept cash. You have to download an app and pay through that. The small laundry room was actually quite disgusting. And there was dried eggs in the honey-comb pattern of the chair in our...

DO NOT BOOK FOR ANY FAMILIES WITH KIDS WHO WANT AMENITIES. TERRIBLE, TERRIBLE EXPERIENCE.

Our family traveled to Atlanta this past weekend for the 2025 PG Southeast World Series #2. Our team researched hotels and accommodations in great detail, knowing it was our teams first time attending an out of town large event. I walked in to check in to the hotel around 1:25 PM already disappointed and with upset children, was told that a room was ready for us, and was THEN told I would be assessed a $45 charge if I chose to check in prior to 4:00 PM. I explained the situation to the desk attendant SEVERAL times and was rudely ignored. I asked for a special exception and even asked if I could speak to someone at corporate with no luck.

After going through that, we got into our room, Room #530, to take a shower after the long drive with children to find our shower was COLD (lukewarm at best). I approached the front desk, asked them to have someone check on it while we were at lunch, and was told they would. When we returned, I checked on it again, the front desk attendant told me “the maintenance/engineer checked your water and said nothing was wrong with it.” (I guess we are liars?) We went up to our room, my 12 year old son jumped into the shower, and walked out of the bathroom holding the shower handle, as it had come off the wall completely. My husband then had to go in and repair that himself, which was the last thing he wanted to do after a 6 hour drive and disappointment. Nor should we have to.

In addition to this, we asked about the pool at check-in. We were told that there was “broken glass in the pool” and someone was coming that day to inspect it and to check back. We let them know then and there that if the pool did not open, there were going to be some VERY angry baseball parents, as again, we chose this hotel based off of the amenities offered. Needless to say, it did not open ALL weekend long. OUR ENTIRE STAY. Let me specify that we chose this hotel based off the indoor/outdoor pool option. Amenities matter in these circumstances.

On top of that, we paid you a $17/day parking fee and a $15 destination fee + tax per day ON TOP OF our reservation. We are so baffled by this. However, you charge me $17 per day to SELF park my car, in spaces all the way around the building? Not okay nor good business. The destination fee-I am paying $15 for WHAT? A pool that doesn’t work? A shower that doesn’t work? A handle that comes off the wall? A room door that we had to SLAM to get fully closed, a TINY bathroom, a bar with a bartender that I cannot order a drink from because it takes her 30 minutes due to lack of help? We had to go to OTHER destinations and spend more money because your destination was horrific. My hope is that you no longer will be one of their hosts. You should not be, not after this experience. Our boys were not able to jump in a pool and play together NOT ONCE this weekend. And it was NOT because of broken glass. It was because of lack of cleaning and it wasn’t ready. And beyond baseball memories, THIS is where memories are meant to be made. It’s a shame and we are very disappointed. I would like corporate to thoroughly read through the issues and figure out a way to compensate for the inconveniences. Your hotel added nothing but stress onto parents who already were stressed and traveling with...

Prior to booking this hotel via Priceline, we called about our unique itinerary. We would be arriving to the Atlanta area after I got off work on Wednesday at 7p in Cincinnati, nearly 7 hours away. To allow for time for packing and stops, I waited that we would arrive to the hotel between 3 and 4 am. I was told by staff that I would need to book my room for Wednesday since my Thursday arrival would be before check in time. I was also instructed to call the hotel on Wednesday to inform them of my arrival time. I did as suggested, and booked our room.

We arrived at 4 am after a long drive. The gentleman working the counter sort of scolded me for not calling to inform of a late arrival. I rebutted that I did call and he shrugged it off and said that day shift just didn't tell him. He then asked us to wait while the computer finished the daily reboot. After waiting a bit, we finally got checked in, then went to bed.

The next day we headed out early afternoon as housekeeping was making their rounds. We commented on the perfect timing since we would be leaving and getting out of their way.

We returned back to the room after a full day out, and our room hadn't been serviced. We then called the front desk, ultimately speaking with Jasmine, the manager. As a manager, Jasmine left a lot to be desired. She was condescending, showed no compassion, and lacked professionalism. These are all characteristics I feel are important in a hospitality professional.

Jasmine told me we wouldn't get service because we only had one day of the room. We explained that we came in the wee hours of the morning the night before to which she replied that we were a no show on Wednesday (for which we were charged a no show fee) and that our room would be serviced the next day, which would be unhelpful since we were leaving. I explained to her we made our reservation the way we did based off of the instructions received from her staff. She then quoted three different totals we were charged, I'm still unclear where all the totals varied and why she couldn't pinpoint exactly when we were being charged.

She then told me that what I should have done was book just for Thurs, despite the late afternoon official check-in time, completely contradicting what her staff had told us. She also said we should have requested cleaning at the front desk despite talking to the housekeeping staff directly, a step I didn't realize was necessary after speaking with the housekeeper about the needs in our room.

I then asked her, as the manager, what she felt was the appropriate way to handle the situation since I essentially paid double what I should have due to her staff's inability to provide accurate information. She told me all she could do was have a discussion with her staff on the appropriate procedures going forward. I told her that was great, but didn't really help me now, in an uncleaned room and apparently paying double. She said there was nothing she could do to help us. I found this response to be uncaring and unbelievable since I don't know many managers that can't provide some sort of solution to their customers.

I would advise my fellow travelers to take their business elsewhere where they will receive correct information and hospitality workers who actually value their business, unlike what Jasmine...