Embassy Suites by Hilton Atlanta Midtown

Ayrianna is extremely professional and kind. I observed her handle the chaos of the front desk all by herself with Grace and patience. She has incredible hospitality and leadership skills as I witnessed her guide another team member of the staff to help and assist another hotel guest with their needs.

The customer service at breakfast was amazing. The room was very spacious and cleaned daily very well beds made and trash taken out along with fresh white towels. The swimming pool was indoors the water was a little cold. Overall the faculty was very nice. In a nice area with shopping around.

Very clean hotel and very accommodating staff! James was our first encounter and he is very professional! Walking distance to dining and shopping at Atlantic Station. Every staff member was so friendly and even our happy hour cocktails were made well!

My family of four – my husband, my 4-year old daughter, my 1-year old son and myself – stayed at the Embassy Suites by Hilton Atlanta Midtown from October 17th to 20th, 2024 in room 231. It was our first time to stay at a hotel as a family so we were very excited. I have always like Embassy Suites properties for the amenities – separation between rooms and breakfast buffet. Therefore, I thought it would be perfect for our family’s stay. Unfortunately, we had an awful and frustrating experience. I’m not sure if the staff was just too overwhelmed or what not. 1) CHECK-IN: Upon driving up to the hotel (with 2 crying, hungry children) around 5pm on Thursday, October 17th, there was a sign outside the hotel that said “Drop Off Only. To Check-in, Please Drive down to Garage and Park”. So, stupidly, I followed the directions on the sign since we were checking in. We drove down to the garage, got a ticket and parked. We then realized that you needed a hotel key to walk into the building and access the elevator. This was frustrating, but we then packed everyone up and attempted to exit the garage. My ticket would not work – kept saying “Error”. I tried calling for help but no one answered my call. My husband then got out of the car and walked up the steep ramp to the entrance to try to get a card so we could exit the garage and go back up to the entrance. The women at the front desk was very rude (I have her photo but she would not give her name) told my husband that “she knew the sign was incorrect but thought people would know to just drop off. She also would not give my husband a key (keep in mind I’m still stuck at the exit gate with 2 unhappy children) to exit the garage. She said that I needed to check-in since the reservation was under my name. He comes back and I leave the car in the exit gate and walk up the very steep parking ramp. I do have psoriatic arthritis so this is very difficult for me. I check-in – no apology or concern for our experience from the woman at the check-in desk. She does not recognize me as a Hilton Hhonors member either. She also did not mention that maid service would not be offered during our stay. 2) ROOM CLEANIESS: Upon arrival to the room, we noticed the carpet was dirty. I was picking up pieces of dirt as my son is only crawling, and I didn’t want him to get dirty. Within 5 minutes of being in the bedroom, he finds a piece of a broken beer bottle!!! I luckily was watching him and grabbed it before he got hurt. The bathroom door did not open all the way – only 2 feet. The bathroom sink did not drain properly. We did report this and had maintenance come and fix it. I was preparing a bath for my children and there was a large chunk of dirt/gunk that was dislodged when I started running the water. Luckily, I packed Lysol wipes and was able to disinfect everything. There was also peeling paint on the bathroom door that was a safety hazard to my son. The hinge on the door to the refrigerator was broken. The main table where we ate a few meals kept swaying – when we tried to move it later, we realized the top was not secured to the legs. Another safety hazard! Overall, the hotel appeared to be recently renovated but was not maintained at all. 3) MAID SERVICE: There was no mention at check-in or note in the room that we would not be receiving maid service during our 3-night stay. I travel often for work and know that this occurs at some hotels, but they always mention it. They also give you the option of requesting daily maid service if needed. With 4 people, we certainly needed maid service to remove trash, vacuum and change towels. After no service on Friday, I gathered our trash and took it to the front desk. I asked for more trash bags and a new set of towels. They said they would bring them up. An hour later and nothing. My children we in the bathtub and I had to go down to the front desk again – I stated that I would not leave until I got towels. On Saturday morning, I saw a maid servicing other rooms on our floor. I asked her if she could please remove the trash, vacuum and provide fresh towels for our room. She then stated “your room is not on my list”. I asked if she could add it. No response. I then went to the front desk and asked that we get maid service. They said they would have someone come. Well, we returned to our room at the end of the day with overflowing trash and dirty towels. At this point, I put all the trash and towels outside our door (as my son was going thru the trash). Then, same as Friday, I called for more trash bags and towels. After no response for over an hour, I went down to the front desk to get more towels. They did later finally bring more trash bags. It was just exhausting to have to do all this with 2 small children. Lastly, one of the beds did not even have a flat sheet it, just the dirty cover. 4) BREAKFAST BUFFET: All of the breakfast workers were exceptionally kind and trying to do the best job they could. They were very accommodating – helping us get a clean table and high chair. We very much appreciated it. However, they seemed to be very understaffed. The poor man running the Hobart machine in the back was running out with 10 plates at a time. They ran out of plates, utensils and juice/water glasses all 3 mornings we were there. On Saturday and Sunday, they even ran out of coffee was an extended period. It seems like an initial fix would be to purchase more plates, cups and utensils – then consider increasing staff. Overall, this was a very disappointing visit for our family. We wanted to show our children the fun of travel but the issues with the hotel had an impact on our entire trip. I know that Hilton and Embassy Suites are both capable of doing much better. I have been traveling for work for 24 years and have stayed in hundreds of hotels.

I had concerns with these areas: restaurant business service tv in room housekeeping manager The hotel website promises an on site restaurant. However what they actually have is a breakfast buffet and then the rest of the day you order from the very limited bar menu. The business service area was out of order the entire 3 days of my stay The room tv was fixed to the wall to keep you from attaching any external device to watch movies, etc I needed some room supplies but I could never get the front desk or housekeeping to answer the phone so had to make several trips down to the front desk to get bathroom supplies When I finally got to talk to someone( I guess he was the manager, he never introduced himself) his position was that none of these things was a problem so he couldn't do anything about them. Needless to say I will not be staying at this property again.