Sonesta Select Atlanta Cumberland Galleria Ballpark — Hotel in Vinings

I arrived on October 17th and was connected to an adjoining room which consisted of noisy neighbors (i.e. coughing, blowing nose, tv, talking, opening doors, etc). After 4am the neighbors settled down so I was able to take a nap until they woke up at 7am. I reported my concern to the staff and was refunded $50. At 11am on October 18th as I was preparing to shower and get dressed for check-out by noon, I discovered the water was shut off. I called the front desk and was told by Michelle that the water would be shut off from 10am -4pm and that the staff should have made me aware upon check-in the night before. I was not advised at check-in about the water being shut off nor did I see/receive a written notice. In addition to my $50 refund from the noise complaint, the Assistant GM Irene refunded $11.86 ($9 parking + $2.86 coffee) from my $150 incidental deposit as compensation for the hotel water being shut off. I requested a full refund of my hotel stay because Sonesta Select Atlanta Cumberland Galleria not only failed to inform me of the water being shut off but they did not attempt to offer me a place to go shower at a sister hotel. I had to ask for bottled water to brush my teeth. I requested to see a manager prior to checking out but was told everyone was in a meeting indefinitely. I emailed the General Manager Kevin Pagnotto (see his response at the end of this review).

Overall the hotel is beautiful and conveniently located to popular destinations but the layout pictured on the website does not depict the actual hotel (i.e. the hotel shows a jacuzzi but only has a pool which closes at 8pm). I rated the hotel a 1 star because I did not receive a refreshing stay at the Sonesta Select Atlanta Cumberland Galleria. Sadly this is one stay I’ll never forget; this time away from home was appalling.

• General Manager Kevin Pagnotto's response...

"Thank you for reaching out and I do apologize for not being available to speak with you this morning before leaving the hotel. I was informed by my Assistant General Manager regarding your concern with the noises coming from the room next to yours. I am very sorry to hear that. We would have been happy to move you to another room. Unfortunately, we have little control over the actions or noise levels from other guests in the hotel. My team will address it if it is brought to their attention. I am glad to see that you were satisfied with the 50% off that Irene offered you.

I would also like to apologize for not informing you of the water being shut off this morning at 11am. We put letters in every room but I am sorry if you did not see it. Since this issue impacted your final minutes of your stay, we have removed your incidental charges for parking and the restaurant for the inconvenience. Unfortunately, we cannot offer any additional compensation but if you should be returning to the Atlanta area in the near future, please keep my contact information and I will be happy to do whatever I can to satisfy you further.

Once again, thank you for letting me know and I hope you decide to give us another chance in the future to prove to you that this is not the level of product and service we typically provide here...

This is my second time posting the review of this specific location of hotel. I find it strange that my previous review was removed. I stayed at this hotel and found hairs on the bathtub wall on the check-out day. My hair color is organge, and the hairs on the wall was long blond and a short black. I attached the pictures I took right before checking out after having been grossed out. If I have known there were hairs stuck on the wall, I would have never stayed at this hotel. At least I would have mentioned it immediately, but unfortunately I am not someone who checked the bathtub and its wall that were covered by a shower curtain unless I need to use the bathtub, and I did not need to use it until the next morning, and there those were! I checked out immediately and contacted the online vendor first where I booked a room and made a payment since the front desk person and the Sonesta Corporate agent told me that was what I should do. The online vendor was going to process refund, but they re-contacted me 2 days later stating the hotel manager refused refund. According to the online vendor, the manager, Ty, said they would not refund because I already stayed there and did not bring it up to the front desk for them to do something about it. I contacted the hotel, and the accounting office person told me she would not process refund because I already stayed there overnight. NOBODY INCLUDING ME would have stayed there if known there were hairs covered and hidden by a shower curtain. She asked me to send her an email with pictures and maybe would process partial refund, so I sent her an email. I also contacted the Sonesta Corporate again, and they emailed me back saying they let the hotel manager know. After over a week later after no response, I finally heard back from the hotel manager stating no refund. I contacted the Sonesta Corporate again, and the agent immediately told me to contact the online vendor I used. So I explained him the situation, and he took a note and informed me he would send it to the hotel manager. I told him the previous agent already did, and the hotel manager refused. The agent said the hotel manager has the final say in all refunds, and the Sonesta Corporate would not do anything about it. He said maybe the manager would change his mind so he would still go ahead and resubmit it. One day later, an agent from the Sonesta Coporate responded stating the hotel manager declied the refund request. I feel so disgusted knowing that I stayed at this filthy hotel wondering since there were hairs on the battub, if the bedding sheets and other things were even cleaned. The floor carpet was damp, and I feel so disgusted about everything. I highly question the cleaness of this hotel and will never used this hotel or any Sonesta and its...

I stayed at this hotel and found hairs on the bathtub wall on the check-out day. My hair color is orange, and the hairs on the wall was long blond and a short black. I attached the pictures I took right before checking out after having been grossed out. If I have known there were hairs stuck on the wall, I would have never stayed at this hotel. At least I would have mentioned it immediately, but unfortunately I am not someone who checked the bathtub and its wall that were covered by a shower curtain unless I need to use the bathtub, and I did not need to use it until the next morning and there those were! I checked out immediately and contacted the online vendor first where I booked a room and made a payment since the front desk person and the Sonesta Corporate agent told me that is what I should do. The online vendor was going to process refund, but they re-contacted me 2 days later stating the hotel manager refused refund. According to the online vendor, the manager, Ty, said they would not refund because I already stayed there and did not bring it up to the front desk for them to do something about it. I contacted the hotel, and the accounting office person told me she would not process refund because I already stayed there overnight. NOBODY INCLUDING ME would have stayed there if known there were hairs covered and hidden by a shower curtain. She asked me to send her an email with pictures and maybe would process partial refund, so I sent her an email. I also contacted the Sonesta Corporate again, and they emailed me back saying they let the hotel manager know. After over a week later after no response, I finally heard back from the hotel manager stating no refund. I contacted the Sonesta Corporate again, and the agent immediately told me to contact the online vendor I used. So I explained him the situation, and he took a note and informed me he would send it to the hotel manager. I told him the previous agent already did, and the hotel manager refused. The agent said the hotel manager has the final say in all refunds, and the Sonesta Corporate would not do anything about it. He said maybe the manager would change his mind so he would still go ahead and resubmit it. One day later, an agent from the Sonesta Coporate responded stating the hotel manager declied the refund request. I feel so disgusted knowing that I stayed at this filthy hotel wondering since there were hairs on the battub, if the bedding sheets and other things were even cleaned. The floor carpet was damp, and I feel so disgusted about everything. I highly question the cleaniess of this hotel and will never used this hotel or any Sonesta and its...