DoubleTree by Hilton Atlanta Alpharetta

This is a quaint property. We were traveling for a family emergency and all of us were stressed. However, the staff was very kind. There was an issue with The company who we booked the room with, and the assistant general manager Tameka Jumped right into help us out. She was very empathetic and willing to do whatever She needed to do to get us into a room. We had the most delighted check-in experience with Miss Diane, She was very warm and nurturing during our process. Due to the children making a mess, we had to get extra towels. And the housekeeping manager, Ray Came up to assist us and even cleaned up the mess after we told him we would clean it up. Breakfast was OK, it needs some work, but for all you can eat buffet at $16 it was doable. The only downfall was we thought it had a restaurant because we didn’t want to go anywhere with the kids and it did not. This is a great go to place whenever we come back, we just have to prepare to eat out. But we will definitely stay here again.

The initial check in was fine and the room was good except for the apparent water damage in the bathroom. We are staying for one more night after today for a wedding. When we came back to the room the first day our key card didn't work, so my fiance went down to get it fixed. The woman said he needed my ID since I booked the room, but that she was about to leave for the day so she probably would be gone when he came back. He brought my ID down there and nobody was at the desk, so he and another guest had to wait while no one showed up. I was just standing outside of our room with all of our stuff inside for 20 minutes. We were upset but got over it. The next morning we came to have breakfast, but it was not explained to me at checkout that it's a separate cost. So while putting food on the plate, we saw a sign that said breakfast was $17. Most Hilton hotels have the same quality of breakfast for free so I was surprised. Needless to say we were caught off guard at the experience. Cleaning ladies are fantastic and do a great job, though!

I had checked in online and gotten my key card online. That allowed me to skip checking in at the front desk. I walked inside went to my room, got in just fine. Room was large, clean and nice. 15 minutes into me arriving I was laying in bed watching tv after unpacking another guest was able to unlock my door and walk right in. The front desk gave her physical keys to my room. I called the front desk to ask why someone had access to my room and they let me know they need my room. So I explained I have made myself comfortable, already unpacked. They still made me vacate the room even though it was mine. They then put me into a smaller, dirtier room. The staff had said I’m so sorry, and I’m sorry it’s a smaller room. They offered me a soda and snack for the inconvenience… I think at that point I should have gotten a room upgrade given that I had to vacate MY already booked room. The original room did not have neighbors and this one did. The neighbors were noisy, the floor has a red substance on it (don’t even want to know), and the bathroom floor was gross. I asked the staff how do I know no one else will enter my room and he let me know it shouldn’t have happened in the first place. I get that, things happen but nothing about this experience is making me feel welcome, safe, or a valued guest. I work in the service industry and this is a wonderful example of how to NOT treat guests. I am part of a large organization that sends our workers to training quite often and they have used your hotel in the past. I will ensure that happens no longer. Also the checkout process I was not greeted with a smile or any sort of happiness. I felt like I was ordering at McDonald’s. I really don’t suggest this place. Location was ideal to be around a lot of places but that’s about it.