In general the hotel was attractive in a modern style appropriate for downtown Atlanta. However, after just returning from several days at the Battle House (another Renaissance Hotel) I was disappointed with this one in comparrison.
I made our reservations online and then called to confirm the type of room we would have. The website had said it could not quarantee a king size bed so I wanted to make that request in person and make sure they knew I have Elite Status with the rewards program. They assured me I would have a king bed and one of the better rooms at the price I was quoted online.
My husband checked us into the hotel and had been talked into upgrading the room to a "city view" for an additional fee. I felt the upsale was completely unwaranted because I knew we had a high floor and all of the views are good from there....the hotel in in midtown afterall. Most disappointing about that upgrade is that we ended up with a smaller room with two double beds.
The king size bed was really important to me because I know that my husband, my young son, and I can all sleep in one quite comfortably. With the two doubles my son and I had to share one bed and my husband took up the other.
That evening we were catching a performance at the Fox theater. I was planning to just walk but the concierge insisted we should just call for the courtesy car. We did and 15 minutes after the car was supposed to be there for us it still wasn't. Evidently there was traffic in another part of town and the driver was having trouble getting back. The concierge kept encouraging us to just wait...it would just be another 5 minutes. Running out of 5 minutes to wait, as it was getting very close to time for the show, we requested a cab. A car trip of less than 3/4 of a mile cost us $14 and a tip. Assuming we would never get the courtesy car to pick us up to take us back to the hotel, we walked. Luckily it was a pleasant night.
At other hotels I have stayed, the flat rate fee for the cab would have been reimbursed. No one made any attempt to compensate us in any way.
When we returned to our room for the evening I called to have some extra pillows delivered. I was told they would be brought up right away. I waited...and waited...and waited some more. The pillows never came. I called again and got the usual apologies and again an assurance that the pillows would be right there. I never received my pillows and did not sleep well because of it.
We stay in Atlanta several times every year. This was the first tiime I stayed at this particular hotel. My last stay was at the Courtyard downtown and I must say I had a far better experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 14, 2013
Good afternoon and thank you for your comments regarding your recent stay with us. I was disappointed and dismayed to see that we failed to meet basic service requirements and that your stay was less than positive as a result. On more than one occasion we had an opportunity to make a positive impression and unfortunately we did not. I have personally followed up with our team of leaders and ambassadors in each of the departments and I offer you a sincere apology. I do know that you have many choices when you travel and I do hope that you consider us in the future. We do have a fairly consistent and positive track record of guest satisfaction and I am confident that is what you will experience.
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Thank you again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.