DoubleTree by Hilton Atlanta Airport

The room was comfortable and nice, but the bathroom looked dated and needs an update. As a Hilton Honors member, I expected better service from a DoubleTree. The airport shuttle didn't come as the hotel's answering machine said it would, which made the start of the stay inconvenient. I waited about 10-15 minutes at the front desk before anyone helped me check in. I also didn't get the usual cookie or bottled water. These service issues affected the stay, even though the room itself was decent.

The pillows were exceptionally comfortable, some of the best I've slept on in a hotel, but even they couldn't make up for this night. At 6:00 AM, a guest next door started yelling loudly on the phone and ended any chance of a restful morning. As a Lifetime Diamond member, I was disappointed that promises at check-in weren't kept. I confirmed my room selection and was told there'd be bottled water in the room, but neither was there. The property is showing its age: torn hallway carpet, stains and scratches on walls and parts of the ceiling, and scratched, stained furniture. The bathroom had hair in the shower, and I stepped barefoot on a piece of jewelry left on the floor. The room clock was off by 1 1/2 hours 🤪, and trash was overflowing throughout the building. Staff often seemed busy or dismissive, sometimes rude, with little eye contact or hospitality. When I called for help, I was repeatedly put on hold for over 10 minutes. Given the condition and management, I wouldn't recommend this property, especially with better options near the Atlanta airport.

The clean rooms, convenient airport shuttle, and better-than-average breakfast with an omelet station are real strengths. It's a full-service property in a great location, with potential to be a decent overnight option. Some parts need remodeling, and there was an obvious weed smell in the hallways and some common areas. The staff were less professional than they should be, and policies didn't seem to be enforced. Front desk workers fell short of Hilton standards in their attitude, appearance, and communication. For a premium upscale brand, staff presentation and etiquette should match. It's decent once you get past those staff problems.

The location near the airport was the only part I was okay with. I wasn't from the area and was traveling, and the stay was a disaster. The condition was horrible and the service wasn't what I expected. They moved me to another room, but it wasn't much better. There were no towels in the pool area, and my key card wouldn't open the door to get back into the building. The bartender had to let me in and told me not to shut the door all the way so I wouldn't get locked out.