I guess I will just start at the beginning. Booked a room using Hotwire for the SEC championship game on December 1. We were given the Hilton Atlanta. We arrived around 1pm and were told that Valet parking was full so we had to go around to the parking garage. We came into the hotel and there was literally 50-60 people in the check in line with only 2 people working behind the counter. There was also a "Hilton Honors" check in line with only maybe 4 people in the line and two people working this counter as well.
Stood in line for about 30 minutes, made no progress so we took our bags back out to the car. On the way to the car, I explored how to join Hilton Honors online. It took me about 10 seconds to sign up and register. We went back in, got in the Hilton Honors line and were checked in within 5 minutes.
You would think such a big hotel would be more capable of dealing with large crowds, especially if you know they are expected. Anyway, we were given a double room even though we requested a king. No worries, we could deal with this, but still it is frustrating.
Rooms were small and clean. The room was 82 degrees when we opened the door. Turned on the AC to cool it down but it never really got a good temperature in the room all day/night.
Hotel was decorated very beautifully for Christmas. We were also given a late check out since we were now Hilton Honors guests. (haha) Another plus of joining the program.
The one thing that really bothered me was the "pet friendly" part of this hotel. If I had known they allowed pets, I would have stayed somewhere else. I love pets, don't get me wrong. However, someone on our floor had a barking dog for about 2 hours this morning. I am sure others on the hallway heard the noises, but this person continued to let the dog bark loudly. If you are going to allow pets, maybe there should be a certain spot where you put all of the pet owners and their pets for the night.
One last thought... I stayed at the Hilton Athens a few weeks ago and it was way better than this hotel. They were also booked because of a state conference but they were able to handle things much better. I guess I went in expecting the same level of service but I didn't happen that way. If I have to stay in downtown Atlanta again for an event, I am sorry to report that the Hilton will not be at the top of my list.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are sorry that you had a disappointing experience during your stay with us. As you stated, we did have a large crowd that weekend, and again we apologize for the level of service you received. At Hilton, we always aim to ensure every guest feels cared for, valued and respected. Your feedback will help us deliver this brand promise. Guest satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay. We will also take your comments into consideration regarding our pet policy. Thank you again for your feedback and we hope you will consider staying with us again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.