Holiday Inn Express & Suites Atlanta - Tucker Northlake by IHG — Hotel in Tucker

If I could give 0 stars I would. The customer service here is piss poor terrible. They failed to stock the bathrooms in the lobby area with toilet paper. And when brought to Housekeeping’s attention. The lady put her hand up (talk to the hand gesture). Causing me to get management involved. Furthermore I am writing to formally lodge a complaint regarding a stay at the IHG International Holiday Inn, located at 20260 Crescent Center Blvd, Tucker, GA 30084, on October 25, 2024. During our visit, my mother, my godmother, and I, experienced severe shortcomings in customer service and accessibility, raising significant safety concerns.

Upon our arrival, my mother informed the front desk attendant that the rooms provided were not what she had reserved. My mother had made the reservation over the phone with IHG, explicitly requesting two handicap-accessible rooms with bathrooms suitable for individuals with limited mobility. However, the front desk attendant repeatedly dismissed her concerns, stating that such requests must be made through the app, and not over the phone. When we requested a change to accommodate our needs, we were told that all the handicap-accessible rooms were booked, and that our only alternative was to find another hotel. This suggestion was unreasonable and unhelpful, especially given our specific accessibility needs.

What further compounded our disappointment was learning later that a guest in our event group, who did not require a handicap-accessible room, was assigned one. This misallocation directly impacted our comfort and safety during the stay.

In addition to this, we discovered a serious violation of safety standards in the room we were assigned. The shower area lacked basic safety features, such as slip protection, handrails, and floor slip guards. These are not only critical for compliance with ADA guidelines but are essential for the general safety of all guests. The absence of these features created a significant hazard, especially for my godmother and my mother. My godmother, suffers from Multiple Sclerosis, which puts her at a high risk of falling. My mother, who has mobility challenges due to a stroke and knee injuries from a previous fall, faced similar risks. As a result, both my mother and Godmother were forced to bathe at the sink during our stay—a completely unacceptable situation for individuals with limited mobility.

When we brought these concerns to the hotel management, their response was insufficient. They offered my Godmother points, which she found inappropriate given the gravity of the issue, and later a discount. However, they did not extend the same courtesy to my mother. This lack of concern for their well-being is deeply troubling.

Given the nature of these issues, I am requesting that the IHG International Holiday Inn in Tucker, GA, be thoroughly investigated and cited for failing to provide safe, ADA-compliant accommodations. Their negligence not only violated the rights of individuals with disabilities but also compromised the safety of all guests. It is crucial that measures be taken to ensure the hotel adheres to all ADA requirements and safety regulations.

I appreciate your attention to this serious matter and am hopeful that appropriate action will be taken to prevent such incidents from occurring in the future. Definitely will not be back to this Hotel! Considering management still hasn’t contacted my Mother to issue a discount. That corporate already said they had 48 hours to...

First, I wish to acknowledge that my wife and I are loyal IHG patrons who have always strive to stay at IHG facilities. We have always appreciated our stays at these group hotels, to include Holiday Inn Expresses due to the convenience in relation to interstate, cleanliness of facilities, modern atmosphere, courteous staff and robust breakfast...proving one doesn't have to mortgage their future for a quality night's stay while traveling. Last night, unfortunately, was the exception to this rule at this Atlanta location. First problem encountered, though we exchanged our loyalty points for the 1 night stay, the management still charged our card disregarding our explicit request not to. When we addressed the issue upon checkout, the representative said it should be released within 3+ days. She said that she could submit a request for release of the funds, but, it would still likely take 3+ days to release. It is an insult to your customer base to charge anything to our card, when (1) we are an IHG loyalty member, (2) we specifically requested at check-in NOT to be charged, and (3) we've never been charged before while using points. Holding the room is one thing...but doing it despite all the above is another. Second problem encountered at this location, was the lack of thorough cleaning between stays. While walking around in the morning, I noted that what I initially thought were smudges on the carpet, were actually hairs that strongly resembled "short-and-curlies"...yes those short and curlies...and they were everywhere on the floor we discovered. Whether they were or weren't only the person who lost them knows, but that resident either got a full on wax job in the room, or, they need alopecia intervention. Either way...too disgusting for words. When we brought it up to the representative, she apologized and offered an unspecified number of points for our troubles. And last but not least, the third problem we identified, the shower curtain did not properly fit the tub, causing a mess we had to clean up. Naturally, we brought this up to the staff as well. I will pause to add that the staff were in fact kind, bedding appeared fresh, shower hot, and food good...all which were acknowledged and appreciated. That said, this stay does sadden us as we have come accustomed to Holiday Inn's reputation for a certain standard of service, causing us to reconsider where we stay for our next upcoming trip. Ps...the staff here did warn us of a scam whereby some random person has called the rooms, stating there was a problem with the card on file, and proceeds to ask for clarification of personal info. Do NOT fall for this, and be cautious that this scam is active. Good rule of thumb don't answer the room phone. If there is any concern, you can always go to...

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. 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...