Holiday Inn Atlanta-Northlake by IHG — Hotel in Tucker

Experience:

I checked in about 3:15 pm and when I got to the room I was disappointed to find broken furniture, outlets out of the wall, and the ceiling peeling in the restroom. I had a meeting so I left the hotel and immediately chatted with the guest service line. I was on chat for hours and was told the hotel manager would speak with me upon my return.

I returned to the hotel a few minutes after that chat ended and the front desk staff said that the mgr left and they were not informed about my situation. I was frustrated, and went to the room. When stepping out of the elevator I immediately smelled marijuana. I went into the room looked around the room once more, and went downstairs. I explained the smell of drugs and was given another room on a different floor. By now, other patrons are filling the hotel. I get my things from the room and go to the new room. I feel very unsafe with the patrons pacing throughout the hotel and I’m noticing more broken things. The elevator led display arrow is broken in one hallway, some things in the new room are broken, too, like the refrigerator cabinet door. The parking lot has become a hangout, as well. I began feeling very unsafe. I called IHG customer service, explained the situation and asked for another hotel as with the patrons, the drugs, and the broken furniture. By now it was 5:00pm I spent the next 5 hours on the phone to get no help in my situation. I literally checked out of the hotel with customer service on the line. I had no hotel and ended up sleeping in my car that night.

I requested a refund from the hotel. But haven’t heard back as of yet. I called the hotel 3 times the following Monday and there was no answer. A customer representative from IHG emailed at 11:30 pm my time which I saw the following day, saying we are giving you 5000 points you should receive them within 5-7 days. I spent 16,000 points booking this room. I called back and sent an email and now we’re on the 10th day and I still have not received a response.

I am so disappointed in this brand. I am also disappointed that no one responded and I’m even more concerned that this hotel is allowed to be run like this under the name Holiday Inn and representing IHG (I have stayed at Holiday Inns before).

The front desk staff was very nice, But, that’s not enough. The rooms and atmosphere must family-friendly.

My daughter mentioned to me after we left, “Mom, they have a sign posted in the lobby that if someone is doing drugs and must be removed by police from the property there will be a fine.”

Really? Are they allowing their hotel to become a designated smoking area? Especially for drugs?

Summary:

I didn’t sleep or even stay at this Holiday Inn. I would love someone to call me back so this issue can be heard more, and I can be compensated and refunded.

⁃ I spent 16,000 points

⁃ I spent 6 and a half hours between chat and phone looking for a solution.

⁃ I slept in my car.

I also would love to speak with the manager and owner of this hotel.

I am definitely going to be sending a letter to corporate copying and forwarding the CEO...

When I think of Holiday inn, I used to always think of motel. This is nowhere near a motel. I really loved and enjoyed my stay here. July 18-23, 2022. When you stay somewhere, you want first and foremost to experience a welcoming, wonderful customer service experience. Well, I must say with a smile on my face, I received that every single day of my stay. Gerald greeted me and my mom EVERY morning with a warm, welcoming, respectful, polite, professional, and pleasing attitude, smile, and awesome customer service. The rest of the staff did the same. My room was clean and comfortable aside from the towels having hair on them. The toilet seemed as though it was going to detach and throw me to the floor. They promptly sent the maintenance man to try to fix it after I reported it. He did his best. Shortly after, it still moved but not as bad as it did at first. It was hard getting used to the light switch to the bathroom on the outside of the bathroom, instead of in the bathroom. The dark out curtains wouldn't stay closed. But these were minor things that did not ruin my stay. The problem is people have no respect for other people anymore. This is a COMPLETE, NONSMOKING HOTEL and these people smoke this garbage marijuana in the hotel and had the whole fifth floor wreaking of marijuana. It stunk so bad the first two days, but the hotel finally got it under control. I did not get to enjoy the pool and the mini workout equipment they had. The TV had tons of channels. Although I refuse to pay for cable, I got to watch a few shows that I had never seen. During a thunderstorm, they do not have strong cable or internet signals. They went out often during that time. Our room was spacious, our tub was clean, and I really liked the room and hotel. They only put two wash cloths in there. It should have been 4 wash cloths, four towels and two hand towels. And OMG!!, Chef Ceasar. He is the Owner of Burger Theory. He is polite, professional, and a doggone Excellent chef! This hotel, unfortunately, does not offer complimentary breakfast, but the chef offers a magnificent breakfast when he is the one cooking. And I had the honor of tasting one of the burgers and fries during an evening of indecisiveness of what to eat. It was sooo good. I met the GM of the hotel on the elevator, unknowing of his status. He asked how my stay was, and I shared a few things with him. Then later found out he was the GM. He was so open to hearing about my concerns and praises of the staff and he thanked me for sharing. All establishments should be like this. I highly recommend this hotel. It is near everything you need; shopping and eating. I stayed in room...

I have read some of the reviews and personally I believe that people who leave bad reviews for particular establishments like this one either are telling lies or they are blowing something miniscule way out of proportion. I have been staying at this hotel now for 2 weeks and by my choice because of unruly visitors whom we have no control of and neither does the hotel, I have requested to be moved to other rooms. Not once have I seen any of the negative comments that people make. This hotel values the ability of saying welcome to Holiday Inn. Everyday at this Holiday Inn is a holiday. You feel welcomed and like you are appreciated. The rooms are really nice for the price. If you don't believe me then check out Lodge Atlanta which is only $20 cheaper and they are the literal definition of the saying roach motel. But this hotel is very clean and very detailed. I talked to the room service nearly every day and every time someone checks out that always change the linen and I've never seen a bed posted like the ones where people say it looks like someone slept in it. Those beds were slept in by the people posting because everyone wants to be a scam artist and everyone thinks that oh well they're a big corporation if I make a bad post then they'll pay me to take it down. You're an idiot if you think this and you're an idiot if you think that making a bad post doesn't have an effect on you because your name is linked to the post. So if you don't have anything nice to say like Thumper's mother said and the movie Bambi, Don't say nothing at all. Don't go out there and make up a whole bunch of nonsense. The staff here hands down are the best staff. They care about their customers and before I stayed here I was homeless and they cared about me. Now they're not going to put you into a room and house you for free so make sure you're able to pay for your stay. But also don't blame them for the situations that you put yourself in like when lady who posted a bad review but yet she had been staying in the room next to mine and had frequenting illegal business visitors all night long coming and going. She must have had some sort of addiction because she didn't pay the rent and then she left a bad review. Management here will work with you if they see that you are working for yourself not literally as in self-employed but literally as working for the betterment of yourself and trying. The restaurant in the lobby amazing food. If I could give more stars I'd give the maximum. This is the Holiday Inn that you...