Homewood Suites by Hilton Atlanta-Galleria/Cumberland

Hilton Guest Services handled things very well after I called them. The agent spent about an hour helping me check out of the first property, open a case, arrange a reservation elsewhere, and notify the next hotel. She was very nice, and I’m now settled at the new property. The problems started when I arrived around 8:00 PM. No one was at the desk, and after other guests arrived, we waited about 15 minutes for an agent. He said the key system was down and they couldn’t issue physical cards, but that a digital key should work. It didn’t open the exterior building door. The agent came to let me in, then I had to explain that I also needed access to my room, so he escorted me there too. When I asked how long it would take to get a working key, he said it should be fixed by Monday. It was Saturday evening. I told him I couldn’t be charged for a room without a key and shouldn’t need staff to let me in every time I came or went. The agent said he was the only one working that night, which is crazy. As I left, there were several Cobb County Police vehicles in the parking lot. I don’t recommend staying here.

The fridge was clean, but the rest of the room was rough. The bed sheets had been pulled off, and the small pillows looked like they’d come from a garbage bin. In the tub, there was a black footprint and black dust at the back. Coffee bar condiments in the kitchenette hadn’t been refilled. The sausage and boiled eggs were rubbery, too. I’d paid for a premium king suite, but the hallways, elevator, and room all smelled rancid. I nearly vomited on the way to the room. I think the carpet was the source, and it was buckled in several places. Great location, though.

The property had a nice pool and recreation area, and the rooms were spacious, clean, and nicely decorated. The staff were outgoing and very friendly, especially Sheila. Breakfast was hearty, and I thought it was a great place to stay. I had a genuinely terrific visit.

Service was great, the lobby was clean, and the facilities seemed decent, though I didn’t use them. The suite itself badly needed renovation: lighting was poor, with no overhead light in the bedroom and only a nightstand lamp, some doors were loose on their hinges, and the bathroom was very outdated. After two nights here, I’ll choose another hotel next time I’m in the area.