Review of W Atlanta Midtown

3 years ago

Hello,

Hello,
I am submitting this because I am floored at the way I have been treated throughout making a business reservation for my boss and coworker. It took 4 phone calls, a total of 45 minutes on the phone, an entire week, and 5 emails to get my problem resolved. Alongside of all of this was the attitude I got with EVERY phone call I had to make. I was pushed around from guest services, to the front desk, to billing multiple times each call. NO ONE would help me and no one knew who to let me talk to. The reservations I made online somehow went wrong. I reserved two rooms for two people. I got the confirmation email stating the estimated price and thought everything was fine. I had to extend their stay and that was when trouble ensued. I had one woman get nasty with me because I stated the reservation was under the name Stanley. She called me Mrs. Stanley and I said no sorry my last name is Munson the reservation is under Stanley. She in a nasty tone said I asked for YOUR name NOT the reservation name. She could have just left it alone but from my experience your hotel takes pride in degrading people and attempting to make them feel stupid. I am floored with the terrible customer service you have. I would be embarrassed to work with a company like you again. From this point on I will NOT be making any reservations with the W in Atlanta. Your staff has made me feel like every phone call and email contact was an inconvenience and not worth their time. I will leave you with this, I as a paying customer and paying a hotel to stay there as a home away from home. I am not paying however to be insulted and made to feel inadequate while away from home. I will be posting this elsewhere so others know how you treat customers spending their hard earned money to stay at your hotel.

Ultimately, I was trying to get an estimated bill for each reservation after I added an extra day to the stay. After all of this I received one estimated bill for one room and had asked for both. The kicker here is that I was told only billing could send me an estimated total and they may not even do it, I just had to put a request in and see if they would send it. Today I called again to confirm the other reservation because I never received confirmation of that room. I didn't ask for an email but after the phone call that was what I got with the estimated bill included. Funny I was told the front desk couldn't do that. This hotel is filled with lazy people who don't want to do their job.