Holiday Inn Express & Suites Atlanta East - Lithonia by IHG — Hotel in Stonecrest

My aunt was admitted to hospice 48 hrs ago we packed and left last night to drive 8/9 hrs to Lithonia to stay here. I booked the room for 3 nights (including this night even tho it was 11:35pm to ensure my fiance' and daughter would have a place to sleep when we arrived at 330am) with my next 5 days plans being flexible depending upon my aunt. I made the reservation while my fiance' drove and finally booked it at approximately 1135pm my email confirmation came at 11:40 pm last night Wednesday. Upon our arrival at 330am with my 12 yr old daughter the lobby door was locked there was what looked like a door bell above the key card slot so I rang it several x's with no response all while my fiance' loaded luggage on a luggage cart so I started knocking on the door with no answer after several minutes he starts knocking on the door.....finally this woman walks out from the back glaring over her readers at us through the glass door and says no more rooms left i said huh i have a resevation she said check in is at 3pm I said what? I have a reservation which I have to keep repeating because she can barely hear me through the glass door ! She said she is full and check in was at 3 pm I said I have a reaervation who cares what time it is we have been traveling on the road to get here and I have a reservation im a platinum member and I booked through the ihg app last night at 1140 so who cares if check in is at 3 pm and the doors locked at 11pm there should still be an attendant on duty as WE HAVE A RESERVATION! Now I'm mad and frustrated tired and furious that I even have to explain I have been driving for 9 hrs to get to my aunt who is in hospice!!! She then tells me that she will cancel my reservation she doesn't need MY attitude ! I told her if she cancels my reservation where I can leave my kid and fiance and go see my dying aunt I would have her job on a silver platter ! I said you knew at 11pm you have a guest who had yet to check in to their room how can you be mad at me because we are so late for our reservations when the app let me make the reservations at 1135 pm while we were in route ??? She then again says ma'am check in is at 3pm and doors close at 11pm ! So while we're there arguing with her I asked to speak to a manager she said I am the manager I said well sad for igh because I will be calling them to tell them how she treats THEIR GUESTS ! SHE NEVER THANKED ME FOR BEING A PLATINUM MEMBER AND DIDNT EVEN EXPLAIN WHEN GRAB AND GO YUK BREAKFAST WAS! So after several mins of her clacking away on 2 different computers she finally gives me papers to sign and some guy pulls up in a very expensive sports car dressed to the 9 walks in and she says WE ARE FULL! Wow im pretty sure that was false due to the excessive parking available! Then mins later slides key across desk and doesnt even tell me the wifi code! My fiance' drops an entire cooler on the floor at the hallway entrance so after picking up all the drinks he then proceeded to tell her there is ice and water all over the floor as he is standing there waiting he looks over mins later to discover she pushed a mop and mop bucket out the door and went back in her office probably back to sleep! So he mopped up the water the ice and then even went to get a caution sign out of the elevator to place where the floor might still be moist! When he walked me to the car to go to hospice with the hopes of saying goodbye....mop bucket still there she never even came out to make sure it was cleaned up....i don't know why bothered Total unacceptable behavior and now the general manager district manager is here and has taken over an hr "on a phone call" to even bother to call me to apologize because the manager already told her the story ! I'll go to Corp. I dont care ....THEY SHOULD ...P.S. MY AUNT DIED AT 4AM ALL WHILE I WAS EMOTIONALLY BEATEN BY THE MANAGER FOR BEING LATE TO MY OWN HOTEL ROOM PREPAID RESERVATION ! ......no sofa in my room which was pictured on my reservation no coffee or tea In lobby terrible experience during a terrible life event couldn't...

We are Holiday Inn Reward Club members, but were not treated as such as this hotel and would not stay here again. Below are the list of issues we encountered:

Even though most of the entire first floor was unoccupied when we checked in, we were given a room that had a mattress that had a dip in it on the right side. We spent the first night of our 2 night stay in a mattress that left us with back pains in the morning.

Even though breakfast was supposed to end at 9:30, when we arrived at the breakfast area at 8:50, the 1 pancake making machine was occupied so we had to wait about 20 minutes before we could make pancakes. When we finally got to the machine at 9:10, the pancake machine was out of batter and there was no one was in the room where the people who were supposed to be monitoring the breakfast area. We found the person around the corner near the elevators and was rudely informed that she fills the pancake machine for the last time at 9:00 and even it if runs out of batter before 9:30 (it was only 9:15 at the time), she refused to refill it again and told me to see the manager. When I spoke with the manager, she tried to convince me to just get the cold cinnamon rolls instead and after 5 more minutes of arguing, she finally did get someone to refill the pancake batter after I told her that I would demand the money back that I paid for our room and contact the corporate office. I was appauled to have to go through this. Not only was the worker not at her station, but her rudeness should have prompted an apology from the manager immediately, instead of efforts to convince me to get a cold breakfast instead of the full breakfast that was advertised for our stay. The breakfast selection and food preparation was also poor. For hot breakfast the only choices were powdered eggs and extremely thin pancakes with sausages and bacon that looked like they had been barely cooked. When we checked in we were not given the internet access code or informed of the checkout time, which we assumed was 12 since all of the other 3 hotels at the mall area that we stayed at last time all had 12:00 checkout times. When I arrived home and checked my bank account online, I realized we were charged an extra $25 for our stay because we left at 11:40 which we thought would have been an early departure.

This stay was a fiasco and ruined what was supposed to be a special weekend for my husband and I as it was my 49th birthday and our 24th wedding anniversary and this was a weekend getaway anniversary gift to ourselves since we live locally and could have just...

I visit the Atlanta area monthly and like the hotels in the Lithonia area because there are lots of places to eat and shop. Also, its right off I20. I checked out of the hotel I usually stay at to stay at this hotel. There was no problem with the hotel I was in. I've stayed there for the last 4 years without incident. I just wanted a change and by this being a relatively new hotel I thought it was a good choice. The desk clerk had a very nasty disposition. No smiles, no friendly greeting. She was very snippy and short. I made a reservation so check in was quick. I was placed on the 1st floor. I usually prefer an upper floor, but I was tired and had quite a few bags so I welcomed the short trip to the room. I was placed near an exit, the fitness room and the pool. This is perfect I thought….NOT SO! I went to bed around 10ish and was awaken too many times to count during the night by a loud banging sound. I finally fell back to sleep around 3am. At 4am I was awaken to the sound of a tv, it was so loud I might as well have been in the same room with the tv. It was blaring. I called the front desk to complain. After calling 6x with no answer. I got up and got dressed and went to the front desk. The clerk was on the phone having a lengthy conversation about a guest to someone. After about 15 minutes she hung up and heard my complaint. She explained a guest was going in and out the back door all night smoking, and a guest that had just checked in was the reason for the loud tv. She called next door to my room and had the guest turn down the tv volume. She told me to speak with the manager in the morning to be compensated. My last look at the clock was around 7am, I decided to skip breakfast and sleep in. NOT SO! Again I was awaken to hotel staff laughing and talking loud. I couldn't believe it. It was too early to be joking and clowning around that early. Then I heard could hear other guest as they walked up and down the hall. The back door was constantly banging where people were coming and going. I got up, got my things and went to check out. I asked for the manager and explained my horrible experience. NO MANAGER was there, nor would one be there that day. I checked out. No compensation, no nothing! HORRIBLE EXPERIENCE! I went back to the regular hotel and begged for a room. Check in is around 3pm in that area. Having a VIP status and being a regular got me a room promptly. I was very disappointed in the Holiday Inn Express. PS I am also a IHG Rewards Club...