Embassy Suites by Hilton Atlanta Galleria

I left about 40 minutes after finally checking in, and I wouldn’t stay here again. I’d booked specifically to use the pool, calling ahead to confirm it was open and the jacuzzi worked. I was told both were fine. When I arrived at 1 p.m., the hotel was empty, but the receptionist was incredibly rude and wouldn’t let me check in or use the pool until 7 p.m. Once I got in, the pool was disgustingly dirty, with a grease slick and no filtration. The jacuzzi was green and moldy, with no bubbles. The room was dingy and smelled a little. They sent check-in texts but never replied to my concerns. Parking costs a cartoonish amount, and they threatened to tow me if I used the available free parking. There are several better hotels in the area.

I stayed here a few times about ten years ago, and the new staff and management have done a great job keeping the hotel in good shape and running well. Everyone I came across was nice and did their job well. Even on a busy night, people seemed happy to be there. I liked having security since parking is paid, and I’ll definitely stay here again.

Ninnette was the one bright spot during our late-night check-in. She was warm, professional, and welcoming. The rest of the experience was disappointing. The property felt poorly maintained and badly managed, and customer service was poor. The room didn’t meet the standards I expect from Embassy Suites or Hilton. This was especially concerning for our family of five on a five-night stay. We’d already moved from another Embassy Suites in Atlantic station after several vehicles were broken into in one night, hoping for a safer, better-run place.

Our three girls loved riding the glass elevator, and we came back each day to a spotless room with the beds made. The cleaning staff did a great job. The rooms were nice and quiet, though the dark shades weren’t blackout curtains, and breakfast was excellent. The digital key was super frustrating. It wouldn’t load for the parking gate, room, or pool, and the first two room keys weren’t programmed either. I had to return to the front desk to get them replaced, which was really inconvenient. We’ll leave a tip for housekeeping.