Embassy Suites by Hilton Atlanta Airport

Poor Customer Experience Came out here in mid-May, & we were really looking forward to staying at this hotel. We always stay at Embassy Suites by Hilton. Big Hilton fans. So, this is not our 1st rodeo, LOL. The greatest 5 STAR TOP customer service designation we'd give to Carlos, who picked us up and took us to/from the airport on 2 separate occasions. He has a strong customer focus. We truly appreciate that he gave us a great experience being very attentive to our needs. A great man! Unfortunately, there was poor checkin at the front desk lobby on both occasions when we stayed there. We were not even recognized for our Hilton loyalty. On the 2nd visit, we waited 2 hrs plus to get our room. We had to keep checking the front desk. The woman didn't even offer to text us when the room was available. Also, the front desk was very, very slow checking out. They are not efficient, period! Manager Reception, sadly, doesn't live up to Embassy Suites standards. Very atypical. No free red/white wine on our 1st stay there. On the 2nd stay, free stale canned beer (past expiration date) and no wine at all whilst we were there. No wine, even if you wanted to go up a level and pay $5 for it. Free watered-down margaritas on both occasions. Not so appetizing appetizers. Bartender shared a hand-written paper list of what were free beverages. Wondered if this hotel had just opened. Hope this has changed since our last stay. Morning breakfast, however, is outstanding. Another 5 STARS HERE! Good food and friendly service. Quite a variety of food and cook to order is exceptional. Great chef/cook! Unfortunately, the evening restaurant food is delish & tasty but overpriced. A burger was $25! Really? There is no restaurant server on Sunday nights, so order at the bar. If you don't have a vehicle, you're pretty much a captive customer. Really hope there's a big change. Seems like a lot of process issues, e.g., front desk lack of customer service/focus, efficiency, & knowledge, as well as food/beverage disparities during the evening receptions. This hotel might want to benchmark Embassy Suites by Hilton near Chicago O'Hare Airport ( Rosemont, IL) or Embassy Suites Crystal City/ Washington DC. They do customer service, especially WELL! They go the extra mile! And, they have tremendous Manager Receptions! Otherwise, suggest folks stay at the Embassy Suites North or another airport Hilton instead. This hotel needs to clean up their act.

Rude staff Will not entertain staying here a second time, although rooms weren't bad, I will find a place where the staff are welcoming and not bothered by your presence. The bartenders, wow, do not inconvenience them by asking for food or drinks, how dare you. One on 5/21 was way too busy taking her very long break and then tending to her niece even with a full bar. By far, the worst server/bartenter/customer service employee I have ever ran across, she does not belong in hospitality. A gentleman came and I asked if they were closed...he pointed at her and said no, shes taking a long break. Credit to him as he took over and I am very sure that was not his job. The bartender the prior night was at least a bit more attentive, slightly. But don't go to the wrong side of the bar cause she will look right past you and let you sit at the bar for 30 minutes and not friendly. Front-desk staff was nice on 5/20 but 5/21...don't bother them either with asking for a shuttle outside of the airport. They don't do that, even though the shuttle took us places the prior night. They were more concerned finding out who was driving the prior night to get them in trouble. Then after the attitude said they have an international driver in at 10. Why not tell me that right away instead of the attitude. Shower light was like showering at a disco with the lights flickering. Two of the tall men that drove the shuttle bus, we had fun conversation with them.....so the whole place didn't reak of terrible attitude but a few sour grapes can ruin the bunch! Place isn't conveniently located, not any amenities around.

Excellent stay Excellent facility. Very clean, breakfast was great. Staff very helpful. Close to airport with free shuttle. Stayed at this hotel as our flight was cancelled from frontier. Indoor and outdoor pool. Rooms are very large as they are suited.

Rude staff, bad smells, terrible food experience While this may at one point been a nice hotel, it no longer is. Hour+ wait for 1 salad and some wings and when I finally got them they forgot the salad. I told them there was no salad, the bar tender snatched the food out of my hands, left the bar unattended for 5 more minutes, handed me my food and didn’t say a word. The front desk staff was dismissive and unhelpful - the room poorly maintained, dimly lit and had a weird smell. I’d recommend spending time any where that’s not here.

Relaxing stay Great and relaxing stay. All the employees were friendly and it gave great service. Reception every evening with 2 free drinks is very nice. There's a shuttle that takes you to the airport too. This area is great if you are doing business at the GICC but if you want to get around, you do need a car. If you rent a car, there are parking charges.