Homewood Suites by Hilton Atlanta - Buckhead

Cody Leach

Unfortunately, my wife and I had a horrible experience during our stay last night at the Homewood Suites. I want to share the experience so that hopefully the appropriate people can be notified and this won't happen to anyone else. It's quite honestly the worst stay we've ever had at a hotel. We checked in digitally since we would not arrive at the hotel until very late at night. When we arrived, our digital key would not open the door to our hotel room so we had to go through the standard check-in process anyway. The front desk clerk (who was very nice, apologetic, and was the single redeeming quality of our stay) was having issues with the computer system and could not log in to check us in or give us a room key. It was nearly 45 minutes before we were able to get into our room and it was after midnight at this point. After getting in the room, we went to take a shower and, unbeknownst to us, the sliding glass door was detached from its rail system. When my wife slid it to the side it fell backwards towards her. If I was not next to her to catch the glass it likely would have shattered against her or the floor when it completely fell. I managed to get the glass back into its railing but it was extremely heavy and could have seriously injured one or both of us. There was also a long mirror barely hanging on the wall in the bedroom and it partially detached and almost came off the wall as we walked past it. Finally, we were both exhausted from our trip and as I stated before we didn't get into our room until after midnight. Despite the check-out time clearly being marked as 11am, we were woken up at 9am by housekeeping who lightly tapped on our door and then immediately entered the room. I jumped out of bed and was confused asking her "I thought check out time was at 11?" to which she replied asking if we wanted to check out early and then turned and left after seeing we were still sleeping.

Samara Brown

Checked into this hotel for my birthday weekend. Was very disappointed because the room was not what I expected. When we first walked into the room it smelled like smoke. Upon taking showers we notice they were not clean an full of hair. As well as towels being dirty. We also had a huge puddle of water on the floor from where the fridge was leaking. I made the front desk aware of all issues. And let them know I was not satisficed with my stay. I was told the manager would reach out to me but I have still not received a phone call. And this was on May 16th. The answer that is constantly being given from management and front desk staff is "There is only one person working at this time and we will get back to you" This is the same message that was given when I reached out to Hilton honors requesting them to see what was going on and why the hotel has not reached out to me. If you have an issue you are out of luck, because this hotel will not respond to you because there is only one person working at a time. I was also told that I was going to get a refund and a email was sent making me aware of this. I still have not received anything from this establishment about anything. I am a Hilton Honors member and love staying at their properties. But I would not recommend this hotel to anyone or stay at it again.

Holly Levanda

I called in advance to see if we were able to do an early check In once our flight got in, and the guy said it shouldn’t be a problem as long as the room is ready. Check in is 4pm. We got there at 2pm. The tall skinny guy at the front said that our room was ready but It is a 75.00 early check in charge. So we sat in our car for 2 hours waiting. When we went to check in Natasha was very rude and matter of fact. The credit card machine to do accidentals didn’t work, she then made me sit there for 20 minutes to make sure they could find me a room that I was told was ready 2 hours before. The room was fine. No complaints. The breakfast food is pretty good, the coffee tastes like cardboard, and the orange juice is watered down. I would not stay at this hotel again based solely off the 2 ppl working the fronts attitudes.

E E

I made a reservation for April 22-25 at the Homewood suites by Hilton in Atlanta Buckhead. I’m emailing to express my concerns and disappointment and how I was treated at this establishment. This was my first time making a reservation and to say i am beyond disappointed would be a understatement. This reservation was made through booking.com I called the Buckhead Homewood suites at 3 PM April 22 to confirm my reservation. I also informed them that I will be coming after midnight due to traveling five hours from Florida. I confirmed at that time that a late check in with OK and I was told “yes, we have your reservation confirmed and you can check in as late as needed.” We arrived to the hotel around 145-2am. When I entered I was told by the manager Charles that my room was canceled at 3 PM due to an invalid card. I pulled out my phone to verify through booking that my card had been confirmed and was not invalid or declined. I let Charles know I called the Hotel at 3 PM to confirm my reservation. He asked me who I spoke with I told him I do not remember his name however I knew for a fact he told me my room was confirmed. Charles let me know at this point I needed to call booking.com because they had canceled my room and it was no longer available due to invalid card. This is a card that had more than $3000 on it. The only room that they had was a 1b room for $505 per night. I made a reservation for 2 beds $400 for two nights. So that was not an option for me when i was checking in so late. I asked Charles why did I have to call booking seeing that I spoke to his employee and confirmed my room. Charles did not respond he just kept repeating call booking. He repeated this as i was talking in front of other guest. I let him know we had driven five hours and I had a one year old in the car and we have nowhere else to go and he did not care. I asked him could he please call another hotel through Homewood suites for us to see if any other locations had rooms and he said no he was unable to. After I kept asking him how could my card be invalid when it’s clearly confirmed online, Charles pointed towards the door numerous times and asked me to vacate the premises. At this point you can imagine I was in tears because we had driven five hours and now we were being kicked out of a hotel -that had my card confirmed with a cancellation fee of $200. I called booking immediately and they said that my card was not invalid and my reservation was still confirmed. Booking tried to speak with Charles themselves but told me they hung up due to not getting anywhere with him. Bookings representative also let me know the only result they came up with is that my room was given away because there was nothing wrong with my card. We spent the next 2 1/2 hours calling around Atlanta trying to find a hotel in a car with a very upset child. We did not lay down until 430/5am