Sheraton Suites Galleria-Atlanta — Hotel in Vinings

I was there for 11 days. After checking in I got on the elevator and a sign posted indicated if you needed towels or your room made up you had to request or go to the desk. For the amount per day a reasonable expectation would be the room be maintained and not be a self service situation. Entering my room it smelled like Marijuana, this confirmed by management when they got around to attempting to resolve the many issues during my stay. The room was in poor repair and noted this to the desk and they assured me management would contact me the following day which did not happen. They did offer another room, however, I was not willing to risk it after I had already spent time money sanitizing the room and air. Management after a few days told me my room would be serviced and this lasted all of 3 days before failing again. The day before I checked out I received an email from management saying they inspected my room to be sure it was done to which I replied "I am checking out tomorrow". After 10 days of failure they get around to doing something my last day there. I have stayed at this hotel over 30 days this year and as a "valued" customer this was worse than motel 6. Management asked me what they could do to make things right and I told them to put themselves in my shoes and do what they would think is fair. Obviously they felt doing nothing is a reasonable expectation and fair. At this point I would highly discourage anyone from staying at this hotel as it does not even come close to reasonable expectations. Below is my email exchange with management which happened on the third day I was there since management failed to address this in the first 2 days of my stay even after management was in my room on day 2 at my request to see everything that was wrong. I saw them in the hallway on my floor and had them come in. They were coming from another guest room and were not there to address my concerns.

Mr. (Name redacted),

I invested in the cleanliness of the room and did not want to expend the time and money on a different room.  Though I appreciated their offer of a different room, it did not seem worth the inconvenience or risk of a similar experience. My expectations are quite reasonable.  Your staff should be your first line in ensuring reasonable expectations are achieved.  Had quality assurance processes been followed I would have checked into a room that did not smell like Marijuana, had functioning doors, had operational curtains and had a sink stopper so I could shave.  When I booked the room my expectations were minimal as far as room service be limited to fresh towels and a safe environment.  But l check into your hotel and signs say I have to request basic services or call or come by the desk if I want fresh towels or for my room to be serviced.  I will qualify my next remarks by saying I like your hotel and have been loyal over the past many years but the experience, offerings and amenities offered have gone down considerably.  My colleagues are fans of your competition because they have a happy hour, a concierge area and some even offer 2 complimentary drinks at a nightly rate less than your hotel.   Though those amenities are nice I opt for the room experience, service level and other comforts.  It is unfortunate your hotel has become lacking in those categories.  Please take this as constructive coaching as you posed the question what can you do to make my stay better.  Your staff accesses rooms to make them ready for the next guest and by all accounts their is no indication of any quality controls.  For the amount of time I spend at your hotel as well as other Marriott brands I do not feel my expectations are unrealistic.   I ask for nothing, put yourself in my position and do what you feel you would think to be fair.  In closing this situation was 100% preventable with properly carried out quality checks and standard operating procedures.

Update: After more than a month I am yet to hear from hotel management and zero effort to rectify the worst...

I had the worst experience here. Despite that we called ahead three weeks before my stay to confirm that the prepayment form had been received and attached to my reservation, on the day I showed up to check in, the front desk person said that they did not have one on file for me and asked for my personal payment. As I was trying to tell the front desk person that we could resubmit the form if it could just be emailed to my travel agent, she completely dismissed me and looked around me to assist an older man with dinner reservations and shuttle arrangements. It took over an hour to finally get checked into my room after a back and forth (on Sunday evening) with my law firm accounting person and our travel agent. What a hassle and not one person from the hotel offered an apology, a drink, etc. They acted as if they never received the form and I was putting them through a hassle of making sure my payment was processed correctly.

After finally getting a room, I went to take the elevator to the 15th floor room I was assigned. The problem was there was only ONE "working" elevator and a line at least 20 people long! And that "working" elevator door opened and closed four times on each floor that it stopped at. It took nearly twenty minutes in line and then more than five minutes on the elevator to reach my room.

After relaxing for a little while in my room, I decided to go down for dinner at about 8:30pm (per the hotel, the dinner restaurant was supposed to close at 11:00pm). When I walked into the restaurant area, I waited for a few minutes at the host stand, and no one came over. So after a few minutes I approached the only staff person in the area, a bartender, as she was ringing drinks into the computer to ask if I could take a seat. She brought over her manager, who told me that the restaurant was closed because "we are having technical difficulties and if I were to serve you I would basically be giving you free food and that's just not going to happen." Well then.... Again, no apology, and it was clear that any "technical difficulties" didn't prevent the restaurant from ringing in alcohol or food for the numerous patrons who were sitting around eating their dinners. I ended up having to call an Uber to take me to dinner, and an Uber back. :/

The kicker was the following morning, a Monday. I had a voucher for breakfast and, after checking the restaurant menu online, went down for something to eat before checking out. A lovely young lady offered me coffee, and proceeded to pour me a cup. A few minutes later she came back to take my order. At that time, she told me that there were no EGGS available for BREAKFAST as the hotel was out. SERIOUSLY? So I never used my voucher after all.

The room was beautiful, but it took forever to get to it because the elevators were always down or opened and closed four times on each floor. And the service at this hotel was frankly abysmal. I am an SPG Platinum member, and am very brand loyal. I travel almost weekly for business, and I've never written a bad review for a hotel or restaurant before. I would never return to...

I did not need to book a room since I live in Atlanta, but I did for convenience. The check-in was ok. I asked about upgrading to club level and was told it was $25 extra for the one night. this would provide happy hour appetizers at 5pm and a full breakfast at 6:30am. THIS IS THE MAIN REASON I UPGRADED AND STAYED AT THIS HOTEL!! When you stay in a room with a few people that coffee machine is just not adequate when we all need to be up and out early. I needed to be out of the hotel by 6:45!! I planned that I could run in, fill my large coffee cup grab a snack or a muffin or even get some actual breakfast. I asked for 3 keys to room and the woman at the desk informed me of parking charge and I said ok and she said that she would only charge us for 1 car not 3. So I planned that the fee was $10 total. I checked in around 3:30 pm and would be gone by 7am. there wouldn't be the in and out fee.. so after getting luggage I went to the room. The elevators were crazy and I couldn't get to my floor because I was going the wrong way... like went all the way up and didn't stop at my floor. then it went down and passed floor again. The problem was not only with me but was a general consensus because it was talked about needing a class to work the elevator between 5 different people! My ladies and I decided to go to the club room at 5:30pm. there was one chaffing dish with overcooked chicken tenders and a basket of fruit. Thats happy hour?? In the morning I arrived at the club room and the lights were on but no one was there.... the mini fridge was basically empty, just a few milk cartons. There was no snacks, no breakfast and no coffee!! I was so disappointed!! I went down to lobby and tried to talk to front desk, but there was people in line. By the time, I did get to speak to the woman there it was 7:05. I did not want to be charged for this club charge since not only did I not get breakfast, but I was now late. The woman at the desk said let me get you coffee. I gave her my cub thinking she would fill it up at the shop next to desk. 7 min later she came back from the kitchen with black coffee. I needed milk or cream so I went at the shop and asked if they had coconut milk.. she said yes and then charged me $.60. I was so late at this point I waited so my coffee would be ok. Now a day later I am told by my guests that they had to pay to get out of the garage??? why? they were using the room keys. All of my guests said they would never recommend this hotel ever again. Since it was booked through my company who books many blocks of room through the years I will be sending a copy of this to them. As a leader for this company this will go directly to our events department. I also asked that my receipt be emailed to me and I still do not have it...