DoubleTree by Hilton Atlanta Windy Hill Ballpark — Hotel in Smyrna

This review is based on my 8 night stay at this location in October 2019. I booked the room with rates that included breakfast. Travelled with family to celebrate my wife's birthday in Atlanta.

Breakfast : Normally Giselle and Zainab serviced the breakfast area and i would like to appreciate their friendliness , remembering our orders and being very kind. The breakfast however was same every day so we were over with it after 4 days . On a couple of days we weren't able to go to the breakfast area since kids were sleeping but we were accommodated with take away boxes which was definitely a convenience.

Check in Experience : Pretty horrible to say the least. While booking the room i had requested an early check in since my flight was early. I had already selected the room and digitally checked in but apparently that doesn't matter. Upon reaching the hotel at about 2pm , i was catered by Marissa Brown. She advised that the room was not available. Her overall tone and demeanor was condescending , rude and not customer oriented. A room on 3rd floor was arranged which i had to take since kids were up since early morning and my little one needed to be fed. The furniture in the room was chipped. Due to the rude behavior , i had to call corporate and file a complaint against her. Upon complaining about the room's furniture , the actual room was arranged for me which i had digitally checked in for. It was not ready until 4:30pm which is past the original check in time.

My experience was turned around by the friendliness and courteousness of Leo Hamilton. He had a smile on his face every time he greeted or met us. He helped me switch the rooms , got my luggage to the new room. As soon as he knew about my wife's birthday , he coordinated with the general manager and had chocolate cake and snacks sent to us. I asked for him with any assistance required during the remaining stay and he was always on top of things. Thank you Leo !

Any staff member that saw us coming in or in the hotel was always courteous and greeted with a smile !

Amenities : The outdoor swimming pool was not clean , we wanted to try the indoor one however couldn't. It was clean though and definitely worth a swim ! There was still construction going on at the location , but really was not noisy. The location of the hotel is ideal , close to the Suntrust Park and other eating places. It was normally a 20-25 minute drive to any place in Atlanta (like the local attractions) we wanted to visit and it was convenient. The parking is plenty and it is free which is hard to find in Atlanta itself. I was provided with a mini fridge , ice bucket and microwave was added when requested. There was only one chair with the table , two would've been better since we were a family. The beds are smaller than we anticipated , the double beds are not queen size. There was a relaxing chair in the room too. The lobby area has a lot of sitting space , a conference table , bar , very modern area overall. We were impressed when we walked in. The bathrooms were a bit small , the shower head had multiple spraying options which i liked. The room service was top notch , never faced a cleanliness issue. We got a room on 6th floor , not noisy at all. Good view from the balcony. We had issues with air conditioning , almost every night i had to wake up and turn it off and on to make it work. It was a real inconvenience. , the air conditioning definitely needs improvement.

How can i forget the cookies....we got them while checking in and checking out. Amazing cookies , we brought some back to Florida. Dont...

Chose this hotel due to the offer of a balcony and room service. We received a room on the 6th floor with a small balcony overlooking a brick wall and 1/2 of the pool which is not that big of a deal. The problem comes in with the offer of room service. Once we checked in and got settled we began looking for the room service menu. We called room service around 4:30 and was told they would have the menu sent up to the room by housekeeping. At 5:30 we located the menu on the TV that you scan on your phone ( we never received the menu from housekeeping ). We called room service to place our order, this started at 5:30, by 8:00 no one had answered the call. We called repeatedly with no answer. At one point I called the front desk, a lady answered and told me "This is Guest Services, you will have to call Room Service", I explained to the lady that she was the first person to answer in over 2 hours, her response was "You'll have to call back and I'll transfer you". At this point I'm thinking why can't you transfer me now but that's not the worst part. The worst part was I called back as instructed and she transferred me to the Room Service line I had been trying to call for 2 1/2 hours! ( Still no answer by the way. ) At this point we decided to order from Uber Eats. Placed our Uber Eats order, 45 mins later I receive an alert to Enjoy our food, we did not receive the food. Called Uber Eats and tracked down the order, it was left at the front desk. Went to the front desk and miraculously they had it and had been trying to call our room to let us know the food was there. I had not left the room since check in and the phone did not ring once during our stay so I am confused as to who they were trying to call. Finally got to eat at 9:15 that night and not from Room Service I might add. Also, to icing the stay - there is a card in the room for you to order breakfast the next morning on the form, you simply hang it on the door for delivery the next morning. We ordered a pot of coffee ( only coffee! ) to be delivered between 7:00 - 7:30 the next morning. Checked the hallway at 7:00, 7:15, 7:30 and 8:00 the next morning no coffee but the card was gone from the door. As of our checking out at 9:00 still no coffee and no room service menu or room service. The MAIN reason I chose this hotel was the offer of room service, the service offered was not obtainable due to the lack of service offered. Very disappointed in the overall experience and the lack of customer service received. I am a Silver Star member and 9 times out of 10 I choose Hilton for my travels. I am seriously re-thinking if I will ever stay at a Hilton hotel again. FYI - I will not accept the excuse of being short handed, I watched the room service delivery taking place as I listened to the phone being unanswered. If you are short handed, answer the phone and tell the patron the wait time for delivery is 1 -2 hours and give them the option of placing the order or choosing not to, you don't just not the answer the phone. I wish I could give this review No Stars but I have to choose one star to alert other patrons of the potential for a bad experience if you go to this hotel expecting...

The service was horrible. We made a reservation months ago for a room with two double beds that were supposed to be queen-sized for my husband and I and our son. When we checked in the first day of the 5-day reservation, we went to our room and realized that the two double bed room did not have two queen-size beds, but only full-size beds available. Full-size bed accommodations do not work for my spouse and I because we are both tall people. He's 6'7 so a larger bed was necessary. We checked with the front desk to see why the double occupancy rooms did not have queen-size beds as requested and reserved and they shared that this hotel only offered full-size in their facility. We also asked if there was a king suite with a pull-out available to possible switch out with our current room. We were informed that the hotel only had two king suites with that model and they were not available. We tried our best to work with the front desk staff - Janae and Bertrand - at different times from our initial check-in to the next day and requested that we be able to speak with the general manager, Gregory Brown, and see if he could help resolve the matter in anyway. Since we were not able to get any sleep during our first night at the hotel because of error made in our reservation and inconvenience, my husband went down around 4 a.m. to the front desk to discuss the issue with Bertrand and he advised us to speak with the General Manager, Gregory Brown, during his work hours. We left word with the front desk receptionist, Janae, around 8 a.m. before we left for our first event today and asked her to let the general manager, Gregory Brown, to please follow up with us and try to resolve the matter, preferably before we return after noon on that day. When we returned at noon, we still had not heard from the GM, Mr. Brown and the front desk still did not have a resolution to our room situation. We tried calling the GM again and we tried to ask the front desk again to get the GM so that we can speak with him, but we received the same excuse that we did at the beginning of the day, which was that the GM, Mr. Brown, was still in a meeting. In our last attempt to see what the front desk could do to assist with this situation since we haven't had any sleep and have several events to attend on this day, the only thing the front desk was able to do was relocate us to another room with a king bed and they brought in a pull-out bed. In relocating to that room, we discovered that the room is situated where planes take off from a nearby runway and maintenance or other people were walking on the roof so we will be right back in the same situation where we will unable to rest just as we had the night before. It is simply unacceptable that management has refused to intervene and assist with the situation and we have been long time Hilton Honors members. The hotel has to do better in accommodating...