Allison Pearson

Review of Hilton Atlanta / Embassy Suite...

Only one elevator was operational during my stay c...

Only one elevator was operational during my stay causing very bad delays. When we asked where the stairs were (after waiting over 10 minutes for the elevator), the front desk representative rudely told us "the elevator is right there, just wait for it." We found the stairs ourselves and climbed 9 flights to our room (with several other disgruntled guests). Not once did anyone apologize for the inconvenience of the elevators.

Customer service was horrible to us on multiple occasions. I had e-checked in the day before and had chosen a corner room to avoid noise from other rooms. I had let them know we were checking in at 4pm and arrived at 4:15pm to be told that the room I wanted wasn't ready yet. No apology from guest relations- I was just sent to another room. As expected, the noise from the neighbors was out of control. They were drinking, partying, and yelling between 3am and 6am. Our room had two phones- one didn't work at all and the other was likely installed in the early 1990s. When I called the front desk (3 separate times) to complain about the noise, the guest relations rep kept telling me that she couldn't hear me and there must be something wrong with my phone (MY phone- as in the one in our room belonging to the hotel). I finally had to google the number to the hotel on my cell phone so I could call her and submit the noise complaint. The neighbors were only addressed once and never quieted down. Never received an apology for the noise or the inconvenience.

Completely unacceptable customer service for any business but especially a hotel. I will never stay here again and would not recommend this hotel to anyone.