Embassy Suites by Hilton Atlanta Alpharetta

Secure your belongings While everything within the hotel was good , the parking lot was not. Upon going to our vehicle we noticed our back window had been smashed and the truck contents were completely tossed. Upon the officers arrival we learned this happens frequently at this location.

Air conditioning is a must in the South in June! If the Air Conditioners had worked I would have given them 5 stars. The staff was polite. The complimentary breakfast was wonderful. I loved the pool and workout room. Our room was beautiful and clean. The bed was not the most comfortable but far better than the last Hilton I stayed. But the fact that I could not get the room to cool below 78 degrees was a punch in the gut. I can’t sleep if it’s hot. I need to closer to 63 . We got there at 5pm set the AC to 63 and went to the pool. We came back and the AC never cooled the room down.

Unfortunately bad experience. Stuck on elevator. Overbooked. Food shortage. Pool inaccessible. Incompetent manager. Absolutely worst stay. We were told by a nice, but frustrated, manager of a department that this hotel booked rooms for several families at $48/night and these families then loaded 15-20 people in a room. This hotel was over capacity. The front desk was incapable of turning away requests for free breakfast cards so there kitchen was overworked and unable to provide service. The absolute worst thing about overbooking is that we were unable to get an elevator - only one was working. We were on the 6th floor. We actually were stuck on the elevator with our grandson and no one answered the emergency call. Forget about getting into the pool. As we checked out we addressed the experience with the front desk manager. She blamed it on “spring break”…which is no excuse for allowing large groups to stay in rooms and no excuse for giving out free breakfast cards. Immediately after pushing back on her a bit she pretended to cough through her mask, said she needed water, left our table, and never came back. Worst manager. Hilton’s response was to give us 10,000 points…which is about 1/4 off a night. If we were able to get the the rates these other families were able to receive their response was to give us $13. Nobody ever apologized for the elevator. Unbelievably bad experience…which is unfortunate because this is where we stay whenever we’re in town. Never again.

COCKROACHES in bathroom, FUNGUS in pool, THIEF employees My family stayed at the Embassy Suites by Hilton Atlanta Alpharetta from Friday, March 22-Wednesday, March 27. We were originally put to room 524. This room was in an isolated part of the hotel, through a separate door. The room smelled old and musty, like no one had been in it for quite a while. Also, literally every piece of furniture in the suite was stained. The desk chair looked like a can of soup had been poured on it at some point in time. I called the front desk to request a different room, and we were given room 605, which was directly across from the elevator. Room 605 seemed clean, especially compared to room 524, despite it being right across from the elevator that buzzed/ dinged insanely loudly every time it opened or closed. Since the room was clean, we went to Whole Foods to buy breakfast and lunch items for the next day. My daughter and I have celiac disease, so we cannot eat in regular kitchens or restaurants. We returned from Whole Foods to put our food in the mini fridge, only to find it was broken. I called the front desk, and a maintenance man was sent to the room. He told us he needed to replace the fridge. He did, but it was from storage, meaning it was hot inside. There was no way I could put our yogurt, fresh fruit, milk, cheese, lunch meat, etc. in it, as it would take hours to reach the proper temperature. I again called the front desk, and was told they would put our cold food items in the staff fridge. A front desk worker came and took our food to this fridge. However, the following morning, when we went to the front desk to get our food from the staff fridge, all of our lunch meat and cheese was missing. Someone had stolen our food. I had to proceed to return to Whole Foods to rebuy the items, as my daughter and I could not eat any breakfast for lunch items otherwise. The time it took to drive to Whole Foods, to shop again, and to return from Whole Foods took up valuable time on our vacation. Disappointingly, this made us late to the Aquarium, and all of the sea lion shows were sold out for the day by the time we got there. The aquarium and the zoo were the reasons we even came to Atlanta. Whoever stole our food also robbed us of seeing the sea lion show. The guest in Room 606 (next to us) was belligerent. We were woken up at 7 a.m. to her screaming, swearing, and threatening bodily harm to someone else. She proceeded to take her hysteria to the hallway, where she paced in front of the door to our room (as it was across from the elevators) for an hour. I tried to call the front desk to report this frightening behavior, but all of the hotel phones were nonfunctional. I could contact the front desk from neither the phone in my room nor from my cell phone. All phones were down. We were literally trapped in the room while the angry guest next door paced the hall for an hour. It is inexcusable that we were unable to contact the front desk. I spoke with the general manager about the dirty room, the broken mini fridge, and the stolen lunch meat and cheese. She said she would credit my Hilton account with points to compensate for the inconvenience. She did not ask what she could do to make it right; she just said what she was going to do. And, she apologized for neither the theft of our items nor the fact that it made us miss out on a part of our vacation we can never get back. She seemed irritated to have to deal with us. There are plenty of Hilton properties in the Atlanta, GA area. I selected the Embassy Suites by Hilton Atlanta Alpharetta for several reasons: 1.) It is a 4-star rated hotel; 2.) It is in reasonable driving distance from downtown without being in busy downtown; 3.) It is a suite hotel with a separate living area from the sleeping area; 4.) It has free guest parking; 5.) It has an indoor pool. With two children, the last item was very, very important. We got into our swimsuits and ventured down to the swimming pool, only to find it full of green algae and mold. Nobody should be swimming in this pool. It is dirty and unhealthy. My kids and I were highly disappointed to not be able to swim the entire time we stayed at this hotel. I have attached photographs of this pool. evidencing the fungus/algae/mold. I called Hilton Honors to complain about the status of this hotel's swimming pool. A hotel should not be able to advertise a swimming pool if it is disgustingly filthy and unusable. I was issued a case number, but then was told the following day that the case had been closed. Yet, no further action had been taken on the part of the hotel's general manager in regard to our stay. My older daughter was using the bathroom in Room 605. She started screaming from the bathroom about there being a huge bug. My husband went into the bathroom to see what all the fuss was about and found a huge cockroach under the sink. It was literally 1.5"-2" long and very much alive. He was able to catch it with kleenex, and I put it inside a freezer ziploc bag. I brought it down to the front desk. A maintenance man was sent to our room with a big bug fumigation pump, wanting to spray our room. How he planned on us staying in that room after he bug bombed it, I have no idea. I had to turn him away, as there would have been no way to breathe in that room had he sprayed in it. The hotel was sold out for the night, so there was nowhere else for us to go. We had no choice but to stay in a room with bugs. I have attached photos of the cockroach. I again called Hilton Honors to complain about this hotel stay, this time about finding a large, live cockroach in our bathroom. I was issued a new case number, and was told the front desk should do something about our bill before check out the following morning. At check out, nothing had been done to adjust our bill for these unacceptable occurrences. In fact, I was told our case had been closed yet again. By the general manager, who had done nothing about the situation. I now have an entire Dodge Ram truck full of luggage, baggage, and travel items sitting in my garage, as it can take up to three months for cockroach eggs to hatch. No way am I bringing those items into my house, risking it being infested with bugs from this hotel stay. It is ludicrous, that this is even a precaution I need to take following a Hilton stay. Not once have I heard from a Hilton Honors employee about this stay. All I have gotten is closed cases without any action on the part of the hotel or Hilton, and a refusal to do anything about how awful our time was. This particular hotel is literally the worst hotel I have ever stayed at, and it certainly does not live up to the Hilton name. I honestly do not feel like I should have had to pay for this stay at all, given the nature of the problems throughout the entire stay, and I am dismayed at how these ridiculous issues were shrugged off by both the general manager of the hotel and the Hilton Honors employees I spoke with on the phone numerous times. It is unbelievable any hospitality corporation charges for bug infested rooms. Nothing can compensate for the fact that our family was not able to see the sea lion show at the aquarium. We did not see it because it was sold out by the time we got to the aquarium, and we arrived late because we had to rebuy food that was stolen by hotel staff. There is also no way to compensate for the fact that we could not spend quality time as a family at the hotel's pool. My daughter will be a senior in high school in the fall, and that missed opportunity is one I simply will not have again. There is also no way to compensate for the fact that our vacation was dampened by the stress of having to: unpack and repack our car, switch rooms, and play exterminator. However, an attempt to appropriately compensate us for these unacceptable truths of our stay at this hotel has not been made. If I could give this hotel a ZERO star, then I would. Hilton has lost a 20-year loyal customer. I will now stay at Marriott's.

Disgusted Our room was disgusting. There were bloodstains all over the carpet, and on the chair. There was an old semen or vomit stain on the boxspring cover. And to top it all off, there were dried boogers on the wall next to my headboard! Fantastic! The indoor pool was freezing cold. The "management" said they would compensate me in Hilton points and I got a measly 1000 points. That will really go a long way..... Save yourself the trouble and go to a nice hotel. This place is a dump.