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“Unfortunately,disappointing. Left the hotel feeling they are a little greedy”

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The St. Regis Atlanta
Ranked #1 of 172 Hotels in Atlanta
Certificate of Excellence
Japan
Level Contributor
13 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
“Unfortunately,disappointing. Left the hotel feeling they are a little greedy”
3 of 5 bubbles Reviewed 5 January 2012

Summary: poor customer service and very lacking in basic room items.

My husband and I stayed here the day after Christmas for one night. Beautiful hotel, gorgeous lobby, lovely rooms.

Upon check-in, the customer service was average, no problems though. We found the room although beautiful, was lacking basic things ... not 1 extra pillow nor blanket, the toiletry items were minimal, and the room did not even a simple coffee pot. We did have the standard room (was about $250).

Thought about ordering room service breakfast. However the hotel does not offer a standard set American or Continental breakfast. I have never been to a luxury hotel that does not offer this. You had to order a la carte and it comes with a heavy price tag per item. Add on the 20+% service charge + their delivery fee + xxx fee and it would have equaled a small fortune (about $110) for a tiny breakfast for 2. A little greedy in my book.

Upon checkout, we were told in a very non-concerned way that we needed to pay more tax as the city of Atlanta had increased their rate since we had made the reservation. Not a problem but it could have been said a little nicer. When I questioned it, the guy was a little defensive about it.

I always notice when I check out of a hotel, how the staff acts upon goodbye. I think this is equally as important as their attitude upon check in. We left not even hearing a "hope to see you again" or "hope you enjoyed your stay" from the lobby staff. However the doormen and the guy who helped us with car, were super nice.

  • Stayed December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank LivinginYonezawa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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853 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (145)
Date | Rating
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  • English first
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English first
New York City, New York
Level Contributor
15 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
4 of 5 bubbles Reviewed 5 January 2012

Based on a great stay at this property during Thanksgiving weekend in 2010 where I received a room upgrade, complimentary bottle of champagne, and exceptional service, I thought it would be nice to surprise my family on Christmas and book us a stay at the St. Regis. Unfortunately, the lack of superior service one would expect was lacking and made the overall effort to stay there not seem worth it..

I fully understand it's a holiday, but the hotel seemed extremely low on staff, especially compared to the year before when I also stayed during a holiday weekend. First, we had to open our own doors to the property upon virtually every arrival, wait nearly ten minutes to check-in and then wait an additional 15 minutes for the bell hop to deliver luggage to our room. No welcome visit from our butler and definitely no additional recognition for my SPG Gold status such as fruit, champagne, or even a note from the manager. The complimentary car service only ran until 7pm, but it took 10 minutes for the concierge to verify if it was running at all, and still it was first come first serve - no reservations allowed. Turndown service didn't arrive until 9:30pm, when some of my relatives were already in the bed. As a result, while the rooms and property overall are very impressive to look at and enjoy, the lack of staff and slower service didn't justify the price at all when several other hotels down the street (JW Marriott & Intercontinental - though maybe not as extravagant) were 1/3 the price on the same day and have much better views than of a parking structure in a "grand deluxe" room. I often overheard other guests complain and experience exceptionally long waits even when we checked out after the holiday was over. One woman left her car unattended and walked inside to check if there was even a valet on staff at all (given there's no self parking).

My family and I had dinner at the Palm inside the Westin Buckhead, and found the staff at this property more helpful and attentive, which led my parents to insist we stay there next year instead.

Overall, I think when the hotel is fully staffed it can be amazing, but I will not be calling the St. Regis home for the holidays ever again...especially at a price that's three times more than other great properties in the area or even downtown!

Room Tip: Make sure you're near the 2nd floor for champagne sabering ceremony at 6pm each night!
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  • Stayed December 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank upgrademe81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
London, United Kingdom
Level Contributor
65 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 81 helpful votes
4 of 5 bubbles Reviewed 5 January 2012

Stayed here for 3 nights after Christmas, great room upgrade to a St Regis suite for an additional $50.00 per night which was excellent value, great staff, nice outside spaces and a busy bar.

Great location and close to some excellent restaurants

  • Stayed December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank rohas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Charlottesville, Virginia
Level Contributor
102 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
4 of 5 bubbles Reviewed 29 December 2011

So when my wife and I walked into the St Regis room our jaws just dropped. its wonderfully done. There is everything you need, you even have your own butler, lights and phones are all on a touchpad. And the coolest thing (I have only seen this at the Cesars in vegas) a TV in the mirror. We loved the room, the bed was the most comfortable I have ever slept on.
So about the service I have a few gripes:
1. I had forgotten my razor at home and I called the butler to help me get one he said the hotel ran out of disposable razors. A few hours later I was the the reception and I casually asked them if they had one and he mentioned he had them right there. Weird.
2. We asked for a fork in the room since we had some cake left over from dinner, no one got us one we waited about an hour and just gave up.
3. Someone stopped by our room and asked us (not in the most polite way) at around 10am if we were checking out. I understand it might have been cleaning service but it did not gel with me. It wasnt as if it was 1pm and I had not checked out, it was only 10am.

I guess for a five star hotel i expect better service than what I got. Its small things you pay the extra money for. I hope all these things can be addressed by the management.

Anyways I would definately stay there again, if for nothing else but the quality of the room.

  • Stayed December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank mehtap3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Chicago, Illinois
Level Contributor
56 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed 29 December 2011

We held a leadership / planning meeting for 2012 at the St.Regis Atlanta. The hotel was fabulous. The guest rooms were exceptional. The A/V staff checked on our meeting rooms (wireless, projectors, etc), twice each day. The food was excellent and the service was prompt. This a "must stay" hotel in Atlanta.

  • Stayed December 2011, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank HJF_2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Orlando, Florida
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
2 of 5 bubbles Reviewed 22 December 2011

My family visited the St. Regis during the Christmas season and the customer service was very poor. The worst part was that we had bought tickets to ice skate ahead of time, but when we saw the "rink" it was too dinky and cheap-looking for even my seven year old. It had appeared beautiful in the picture on the website. I guess that was false advertising. We were so disappointed, but when we asked for our money back, but they refused to refund us. I had been lead to believe so much better about this hotel, but it isn't special or luxurious at all, in facilities or customer service.

  • Stayed December 2011, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Debbie W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lilburn, Georgia, United States
1 review
5 of 5 bubbles Reviewed 13 December 2011

Exquisite facility, sparkling clean and well appointed; flawless service without attitude; best bar in the city; hotel car service. If you can stay here, you should.

  • Stayed December 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Rick B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The St. Regis Atlanta

Property: The St. Regis Atlanta
Address: 88 W Paces Ferry Rd NW, Atlanta, GA 30305-1444
Phone Number:
Region: United States > Georgia > Atlanta > Buckhead
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Atlanta
#1 Romantic Hotel in Atlanta
#1 Luxury Hotel in Atlanta
#7 Family Hotel in Atlanta
#9 Business Hotel in Atlanta
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — The St. Regis Atlanta 5*
Number of rooms: 151
Official Description (provided by the hotel):
Located in the exquisite enclave of Buckhead, The St. Regis Atlanta stands out as an impeccably groomed AAA Five Diamond boutique hotel resort with unsurpassed pampering in a grand location. ... more   less 
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Also Known As:
The St. Regis Atlanta Hotel Atlanta
St Regis Hotel Atlanta

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