Hampton Inn & Suites Atlanta/Duluth/Gwinnett Count

I didn't have a great stay, and I'm leaving my rating up, though I deleted the review I first wrote after management emailed me. I also spoke with Mario, the manager at this hotel location. Thank you for addressing my concerns and compensating me for the inconvenience. Your prompt response, professionalism, and effort to make things right meant a lot. I hope to stay again in the future. Good luck.

This place is run down hard, and I won't come back after my first business stay. The A/C didn't work properly in either room, swinging between freezing and hot. My first room, on the 6th floor, had bugs on the ceiling, inside the blinds, and dead on the floor. People call them ladybugs, but they aren't; I've heard them called stink bugs. At the desk, the staff member called maintenance to ask if there was an acceptable room. I heard her say she hated taking the room out of service if pest control could handle it. The chemical smell mentioned in other reviews is almost surely pest chemicals. They moved me to a room on the 3rd floor, but there were still bugs. It's a disgusting property. Interesting that this place has disabled image attachments on reviews.

We paid $267 for two nights, from November 27 (Thanksgiving Day) to November 29, and expected basic cleanliness, safety, and working utilities. Instead, the hotel felt very run-down and we had poor maintenance and no real customer service or accountability. I do NOT recommend it. We arrived around 1 PM after starting a long drive at 5 AM, traveling from Florida to Georgia for the first time with my young children, teenager, and husband. We had to be somewhere for Thanksgiving by 2 PM, so there was only time to change. The lobby looked nice, but our room had dead Asian beetles, not ladybugs, on the AC unit, writing on the walls, and visible damage. I worried the required $100 deposit might be charged for that damage, so I reported it right away. The deposit was refunded later, but the room issue wasn't properly addressed. That night the AC stopped working. My daughter stepped on a toothpick lodged in the carpet that wasn't ours, and it stuck in her foot. With stores closed on Thanksgiving night, I ran downstairs for a first-aid kit or tweezers. The desk had neither and offered only a band-aid. I had to drive to a QuikTrip for tweezers and remove it myself while she was in extreme pain. My husband somehow got the AC running again. The next morning we found no hot water, and beetles were back all over the wall. The kids were asleep after an exhausting day. I called the desk and they offered to move us, but it was late and we were leaving in a few hours. Nobody had offered a room change after my first complaint, when it might have helped. I contacted the manager, Naima, asking for compensation and explaining what happened. She didn't apologize. Her only concern was asking why we “paid for a dirty room,” as though guests can inspect rooms before paying. It felt extremely dismissive. I tried hard to resolve this privately before posting. I contacted the hotel and corporate several times starting Sunday, November 30. Corporate repeatedly asked me to wait 48 hours, but after more than five days there was no response. I followed up December 3, still heard nothing, and by December 12 I was completely ignored. I asked multiple times for a refund and got silence. Guests also aren't told at check-in that housekeeping won't bring clean towels, refresh sheets, take out trash, or replenish toilet paper unless you specifically request it. I've never had a hotel make me ask for basic services. After reading recent reviews, it seems other guests have had similar problems with bugs, cleanliness, and maintenance. I don't understand how a hotel can keep operating this way. I'm contacting the Better Business Bureau and the Health Department to report the location for inspection. I gave them chances to make things right privately, so this is my public warning.

I rarely give five stars across the board, but this location deserves them. The whole place seems to reflect manager Mario, who is astounding. Every staff member was kind, willing to help, and present. Housekeeping was available without being disruptive, and they didn't knock at the most inconvenient times. Celine at the front desk was especially helpful and kind. My stay was astounding. I highly recommend this location and will come back if I visit the ATL area.