Holiday Inn Express Atlanta W (I-20) Douglasville

Every time I visit, Meka Tillman remembers my name and greets me warmly. Her kindness and professionalism make a real difference, and she always makes me feel welcome, like I'm at a home away from home. I appreciate the care and respect she shows and her consistently positive service. She's a real asset, and I highly recommend her.

My husband and I returned to our room late Saturday after a night out and found our key cards no longer worked. The desk issued new ones without much explanation. Once inside, we saw our belongings had been disturbed. After checking our luggage, we realized someone had searched through it and several things, including birthday gifts, were missing. It was invasive and upsetting. When we went back for help and answers, the response was dismissive. I asked several times to speak with a manager, but three days later there had been no call, email, or acknowledgment. We were told the police had been contacted and that we needed to deal with them directly. I understand involving law enforcement, but the hotel hasn't seemed to make an effort to help or be transparent. We were told there are room entry records and surveillance footage, including records of who made the new keys, but no one has followed up or shown urgency about reviewing or sharing them. Each time I call, I hear the same thing: contact the police. This was a routine visit that turned into a stressful, unsettling experience. It feels as if the hotel is more concerned with avoiding liability than addressing a serious breach of guest safety and trust. The possibility that a staff member accessed our room and took our things makes it even more alarming. I expected professionalism, accountability, and basic empathy, but instead got indifference and poor customer care. I can't recommend staying here when I don't feel confident that guests or their belongings are safe, or that management will take responsibility when something goes wrong.

This was apparently my second stay here, though I didn't realize until after checking in. It was a great visit. We arrived late while traveling, and the front desk attendant was very friendly. The room was clean and nice, and breakfast was good. In the morning, the desk attendant kindly helped my daughter after she spilled her dry fruit loops by the elevator. I'd happily stay a third time and beyond.

The location is handy, with lots of places nearby and a Cracker Barrel right across the road. Check-in and checkout were pleasant, and the room was clean. The pillows are my favorite, so comfortable. The elevator acted like it wasn't going anywhere after the doors shut. My husband pressed the lobby button and it went up, so after that we just took the stairs.