Thompson Atlanta Buckhead by Hyatt

Thank you for always creating such a welcome experience with incredible service and fabulous guest rooms. I am always so impressed with how helpful and accommodating everyone is...and thankful for such a fast turn around at valet!!! Location is amazing and I will look forward to returning during the next visit to ATL!

I recently stayed at the Thompson and unfortunately had a very disappointing experience. The reception staff seemed completely clueless upon my check out, they somehow managed to charge me five consecutive times for a single minibar snack. This error has left me $70 out of pocket, and despite multiple attempts to resolve the issue, the hotel has been reluctant to offer any real assistance or reimbursement. For a hotel that presents itself as a quality establishment, the lack of basic competence and customer service is shocking. I would strongly advise future guests to double-check their bills and be prepared for little help if anything goes wrong. Sadly, I won’t be returning.

Our stay at the Hyatt Thompson Atlanta Buckhead was for my daughter’s Kate Moss’ wedding weekend. The facility and staff far exceeded our expectations. From the front desk to the event staff, everyone was exceptional. They made us feel welcome and were there to meet any needs we had. The facility is beautiful and the accommodations were above our expectations. The bridal suite had stunning views and was spacious for all of the wedding needs. My daughter and son-in-law had a magical experience and the wedding they both dreamed of. The staff worked with the wedding planner to have a seamless event that all of our guests enjoyed. I cannot thank you enough for the care and service that everyone provided. Because of your facility my daughter had the wedding she had always dreamed of. I would highly recommend the facility for any event, especially weddings and receptions. The Tesserae roof top facility is amazing an experience you will never forget.

The Thompson left much to be desired. The parking and room service fell short of even minimal adequacy. The parking situation was a disaster at all relevant times. On Saturday night at check-in and after, they were under staffed and over extended. The next morning on Sunday, the Thompson's parking staff confused my SUV with the truck of another guest. And then after checkout, they failed to bring the correct SUV, brought a different make/model and took no less than 27 minutes to identify and retrieve the SUV corresponding to the ticket number they were initially given. For a $60.00 USD nightly charge, I expect them to be able to at least fetch the right SUV. But no such luck. And room service was terrible, as well. I ordered breakfast early, before 7am. Their projected turn-around time was more than an hour later. And my meal actually arrived more than 30 minutes late. At the 20 minute mark I called the front desk to figure out what was going on. And Customer service told me to come down to the lobby to pick up what the Thompson guaranteed me they would deliver to my room more than 25 minutes before. It turns out they confused the concepts of "room service" with delivery on DoorDash. I did not order DoorDash. For a a meal that exceed $100.00 in cost with a hefty service charge, I expected it to at least arrive on time and freshly prepared. But when breakfast did arrive . . . the bacon, eggs and toast were cold. The bacon was not fresh. The eggs were over-cooked. And the toast arrived without butter, jam or condiments of any kind whatsoever. The fruit did not even appear to have been freshly cut. In many ways, the $10.00 USD cookie in the mini-bar is a metaphor for the Thompson Buckhead. The exterior packaging is lovely. And the cookie seems tempting. But when you open the package and take a bite, the cookie reveals itself to be the overpriced, textually foul, flavorless and entirely disappointing snare that it is. In retrospect, I would have never even opened it. I suppose I couldn't have known how bad it would turn out to be if I didn't give it a try, in the first instance.

This was a 1st vacation for my partner and I to Atlanta. I booked a room at Thompson Atlanta a month ago and we were supposed to check in this past Saturday, March 22nd, in the morning. The following is the copy of the email I sent to the Front Office Manager, Natasha W. that outlines the unfortunate situation that led to frustration we experienced. Good afternoon, Natasha, We’ve made it back to Houston. I’m still unsure as to why my reservation was chosen to be walked so early in the day and you didn’t choose to walk another guest who was arriving later in the day/evening. Not that it matters to you, but this visit to Atlanta was the first trip for someone special and me. He handled 1st Class flights, and I was in charge of the hotel. Having this all blow up on me as we landed in Atlanta was embarrassing and inconvenient. Earlier that morning, I received an email to check in which I completed and specified our arrival time of 12-1pm. If my reservation was ultimately going to be walked, why was I sent the email to check in? On the call, you acknowledged my AMEX status and my World of Hyatt membership, so I’m shocked I was chosen for the walk based on those details. Furthermore, I feel that we should have been walked to a comparable hotel, not a limited-service brand that happens to be owned by the same parent company. The room was fine, but not what we had planned for. Just a big disappointment to say the least. Upon check in, I wasn’t asked to review and sign a registration card, but I fully assumed the arrangements for 2 nights as we discussed on the phone were planned for by the Hyatt. We called down for something at 4:20pm on Sunday and after asking the front desk agent our request, the response was, “Are you aware that you’re past check out time”? I had no idea that you hadn’t arranged for 2 nights as we discussed on the call. Since we discussed this, I expected the reservation to have been passed along properly and that the 2nd night would have been covered by the points I was using for the Thompson. I was forced to get on the AMEX app and book another night at the Hyatt before they would bring the towels we requested. I’ve checked my AMEX account, and the points have still not been returned to my account and I see no pending action for them to be added back to my account. This will take time from my day to call AMEX and deal with this. Overall, a complete failure on the lodging aspect of our trip which didn’t need to be that way. My guess is that the reason my reservation was chosen for the walk was because it was booked with points and not a direct nightly rate that would be more profitable for The Thompson. I highly doubt sending this will make any impact, but I couldn’t help wanting to share how it made me feel and the unfortunate impression it’s left on me. I’ve stayed at the Thompson in Cabo, and I’ve had the opportunity to select other Thompson properties when I travel but just haven’t. This stay in Atlanta could have resulted in the reason I’d choose Thompson hotels for future travels but that’s not the case. Take care, Jim G.