I would have to say of all the chains I have booked and stayed this particular hotel provided the worst customer experience. Prior to our arrival, I attempted to book a second room with a double bed; I was quite successful online, but it was a completely different story over the phone and at the hotel. "No" was the favorite word for all customer service workers.
When I originally booked both reservations 8 months prior, I reserved a King and Queen beds. Unbeknownst to me, the hotel change my reservations to two kings. The notation of requesting double beds remained. I requested a rollaway bed since "no" double beds were available. During this crazy check in process a desk clerk whose name began with an "A" decides to rudely interrupt my conversation with a unprofessional comment. The manager Mike was oblivious to the exchange until I started I would be calling corporate. He then tells me he is "Corporate".
He was unable to provide a double bed. The next day I found the original conformation email from Nov. 2013 which showed a reservation for double beds. I provided the email to the young lady supervisor on morning shift, she was most helpful,she moved my parents to another room later that day.
Upon my return to the hotel, I spoke with Mike. Who provided half of the room for one night, but then accused my cousin of switching my room...REALLY!!!
Food & Beverage service was provided for our main event. The chicken was dry, corn on the cob was cold and the peach cobbler had NO spices and needed sugar. The coffee service was set up with to go cups. This is really a pet peeve and tacky. I requested cups & saucers. Provide guests the option of both, but paper cups while your still eating with china & silverware is just plain tacky.
The next time I am in Downtown Atlanta, I will not be staying at this hotel.
- Official Description (provided by the hotel):
- Contemporary interior design with stunning aquatic murals in the hotel's guest room corridors. Enjoy our many services and features such as complimentary weekday USA Today, complimentary wireless high-speed Internet access throughout the hotel, Pavilion Pantry sundry and convenience mart, complimentary business center, in-room dining, valet service, ADA accommodations, safety deposit boxes, in-room safes, self and valet parking.Heated indoor and outdoor pool, game room, laundry room. ... more less
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- Also Known As:
- Hilton Garden Inn Atlanta Downtown Hotel Atlanta
- Hilton Atlanta
- Atlanta Hilton