Embassy Suites Atlanta - Kennesaw Town Center

Large room with ample space Comfortable hotel with lots of room space. The room was well appointed and met all of my needs. The toilet did run throughout the night and was not fixed when I told the front desk. The hotel has several restaurants and amenities within walking distance.

Going downhill fast! It's clear that this hotel is struggling with staffing issues, as my selected room on the Hilton app hasn't been ready during my last two stays, even when checking in after 5:00 PM. Additionally, the room I was given, specifically 632, has an unpleasant urine smell. It's disappointing because this used to be a great place to stay. Now, they're even charging guests for parking, which seems unreasonable—especially in a location like Kennesaw, GA, where it's not near an airport.

The Front Desk Staff Doesn't Seem To Have Customer Service Training, and It's Needed. Embassy Suites front desk staff leaves a lot to be desired. We live 5 minutes from the hotel, but my husband decided to book a staycation for me. Unfortunately, the morning of our stay, my son experienced anaphylaxis and I called the hotel and asked to cancel with refund or reschedule, and they said they could not do it due to policy. My stepfather was a long time employee of a Hilton property and explained that they could absolutely make a "good faith" exception and move the reservation or refund, so I called customer service to ask about the exception. Hilton's customer service is cyclical. When you call to complain, you are not actually escalated. They call the hotel. This is done also because it is owned by a private equity firm, Peachtree Hotel Group, who has created these additional barriers. All of that said, at some point the customer service center routed me to the hotel's, supervisor, Jamal. Jamal was extremely rude and told me there was no need to call customer service because he already said he would not refund or reschedule, and that he had taken the liberty of canceling my reservation. I asked him why he did that when I was clearly trying to negotiate a fair outcome, and he said because that was what I called for initially. The nuance that should be considered, however, is that I do not work for Hilton and did not understand how to escalate when I feel like I am being wronged or given no consideration from the hotel, and the fact that I literally asked them not to cancel because I had time to figure out how to escalate. Ultimately, it is not rude to state policy, but using phrases like "what you keep calling for", "they're just gonna call me and I am going to say no", "there ain't nothing else to talk about", etc all the while renting out my hotel room at your "sold out" property while I am on hold and listening is WILD. Wilder is the fact that, I gave up dealing with him on Saturday afternoon, but he called my husband Sunday and said that I had been calling to harass him that morning as if My husband had not been with me at the hospital overnight and that morning. My husband called him a liar and hung up. He called back twice more and my husband ignored him. I called him back from the lobby and he gave me Emma, the front desk manager's, name. I did record the interactions because they happened on my work phone and wanted to provide a copy of the interactions I had, so I called today to speak with the GM. Emma came to the line, she wanted to be polite, but she definitely was condescending and curt. She said "so you want to complain about the policy you agreed to", I had to explain that the hotel was $200, but my steak dinner at Ruth Chris would be about $300 after drinks. We can afford a $200 loss. It was not going to break us, and I was not concerned about the money, but I was concerned about why we couldn't get the exception, how I was treated rudely and given no consideration, and how Jamal called my husband to disparage me Sunday. Ultimately, I was refunded after I was finally able to escalate beyond the front desk, but I'd still like to provide a copy of all calls because, they need to be trained on de-escalation, active listening, and empathy.

Stuck in the Past... We first stayed at this Embassy 10 years ago. Let me say, nothing has changed in that time except maybe a table lamp. The rooms here are a lot smaller than your typical Embassy. Our room didn't even have a luggage rack which was disappointing. The light fixtures in the bathroom are rusted along with the door hinges which scream Low Quality. We had exactly 1/2 roll of toilet paper for our room. Parking is awful-we arrived at 5pm on a Sat and got one of the last spots. The final sour note is the breakfast. It's a tiny area and cannot accommodate the guests. No one was cleaning/clearing the tables so we had to take our dishes to an area to leave them and there there was a tip jar there-no thank you. They were also completley out of all pastires and cereals with no one putting more out. Unless this gets a major overhaul, this is not the Embassy we'll stay at again.

Avoid until they finish their renovation. Disappointing. I stayed here a few years ago and it was a near- perfect experience. I remember being impressed with the cleanliness and staff. I was excited to stay again, however I found the stay very disappointing. I think they are getting ready for a renovation and are putting no resources to even simple fixes and updates. I kind of get that from a financial perspective, but the apathy to the physical building seems to extend to things like cleanliness. The room was a little outdated but also just not very clean. Worse than the room was the fitness center. It was clear that no staff was checking on it because it there were a bunch of towels everywhere and trash. Normally I'd give some grace here because maybe it had just happened before I walked in. However, 10 hours later it was exactly the same. Same experience with trash in the elevator. There are a ton of hotels in the area, but normally I view the Embassy Suites as a bit of an upgrade to your usual interstate hotel. This one was a bit of a disapointment.