To start, I will never stay at this hotel again. We booked via Priceline and requested two double beds and requested a rollaway bed. Understanding this is no "guarantee", I called 3 or 4 days prior to our trip and explained a group of ladies would be traveling and was assured by reservations that they would meet our needs without any problem. The double beds nor the rollaway would be an issue (even though we booked through Priceline).
I prepaid for the hotel rooms. We had a late arrival (about midnight). I'd called during to way to Atlanta to inform reservations that we'd be late. The lady at reservations informed me that she would go ahead and check us in to try to save us some time. This is where the "hospitatlity" ended.
Upon check in, we were met with a rude customer service representative. I believe her name was Quintetta. She let us know that the hotel was booked of double rooms and we (all 5) could have a king. Uh...no way. So I asked if there was anything she could do for us. Long story short, about an hour later, we were checked into 2 different rooms (floors apart because there was nothing she could do for us). Quintetta told us that her supervisor “let” her give us another king room for a half rate and they would move us to a double the following day. When I asked about the rate, she told me it was $80 more than the rate we paid on the other room! So fine, it was late, we were tired, we took the additional room. We ended up booking it for both nights to avoid a move. Since they were going to get a rollaway bed up to the room immediately this should not be a problem.
Well it turns out it WAS a problem. After 30+ minutes (we’re around 1:30 AM now) the rollaway was yet to be seen. One of the ladies in our party went to the front desk to inquire about the whereabouts of the elusive rollaway. Turns out those were not available either. Um…what? We were assured during the 1 hour checkin that a rollaway would be available.
So, 3 women tried to sleep in 1 king bed. This did not go over well and none of them slept well.
In addition to all of that, the next day, when we were told a rollaway would again be available, we were told that it was still not available. Sigh…however, a double room was now available. So the 3 ladies were moved to a double room so they could attempt a night’s sleep.
Now for other things:
There were large bleach spots on the sofa…that were STILL WET
The carpet was stained in nasty patches. I’d venture a guess of coffee.
Our rooms keys stopped working before we could even get checked out so after we’d had breakfast and gone back up to the rooms to load our luggage onto the baggage cart, we were locked out. It didn’t help that we had to potty and couldn’t get in!
The wait staff in the restaurant was SOOOO rude.
We were “kicked off” of the Terrace where there was supposed to be a bar in an outside area. We were sitting outside for about 15 minutes (since we were told it was ok by the “hostess” lady) when a manager came and told us to leave. There as a private party on the OTHER side of the terrace. He said we could come back after 5.
One of the ladies in our party did go back after 5 to sit outside while the others of us were getting dressed. She was asked to leave by the same manager.
The iron in the room did not work and leaked water all over our clothes. We requested another iron and was met with the same thing.
The ONLY and I mean ONLY redeeming quality of this hotel was the valet service. They were awesome…so accomodating and helpful. Special shout out to Avery , Adam, and Ali. They were incredibly helpful and did everything they could to make our stay special. Turns out, they work for a company that contracts with the hotel. So they don’t work for the actual hotel. Go figure.
Overall, this place sucked rotten eggs. I, nor anyone in my party, will ever stay here again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
7 August 2012
Thank you for taking the time to share your feedback with me about your experience. I have personally addressed each of your comments with our team--individually and collectively. While I certainly understand your frustration ( and disappointment) I do hope that you reconsider your decision and at some future time stay with us again. I offer sincere apologies and the confidence that your experience was certainly not the norm and that you can see from the majority of the Trip Advisor reviews that we perform with some consistency. I was however very pleased to see that the Valet team was awesome. Thank you again for your feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC