I stay in hotels a lot... Roughly 50 nights per year. I have stayed in everything from motels to some of the world's most beautiful 5-star hotels. I have to say, I cannot recall ever having encountered such superior customer service and warm & friendly staff as at the Sheraton Atlanta. Multiple times on this trip, I complimented staff members on the amazingly polite, attentive service. I told them it was evident their management treats them very well because that kind of service is not an accident - When employees are treated well by their employer, they, in turn, treat their customers well. (By the way, I am uniquely qualified to make these declarations, as I lead a Customer Service organization!)
A few quick examples:
1 - When I checked in, my room key didn't work. I returned to the front desk, and a manager was immediately called over to accompany to my room, with master key in hand, so he could open the door and let me in, in the event he needed to get the key situation sorted out. He then assured me he would have maintenance look at the lock in the morning, just as a precautionary measure.
2 - I ordered room service for 3 meals (2 breakfasts, 1 dinner), and each time, the person who answered the phone was kind, accurate, and helpful. I was never hassled for wanting to substitute something in my order, and to top it all off, when I subbed fruit for hashed browns, I was not given a tiny bowl of fruit but a beautiful, full-sized order. I felt like this was over and above what they needed to do.
3 - Schronda from Room Service was a particular delight. Not only was she pleasant and accommodating, but she remembered my breakfast order when I wanted to order it the second day! With as many orders as I'm sure she gets in a day, I was astounded by that level of customer service.
Another very positive note - Again, I eat at a lot of restaurants, from dives to upscale. I eat a lot. The food at this hotel is not regular "hotel food." It is right up there with 4-star (not 5-star) restaurants. Particularly notable was the ATL Omelet (via room service) that was so good the first morning, I had to get it the second. Schronda allowed me to substitute goat cheese for the cheese sauce, and it was phenomenal. (Also recall I got to sub fruit for hashed browns!) In the restaurant: Cheddar biscuits were delicious. Fried Green Tomato and Goat Cheese Stack appetizer, too. Garlic Tomato Green Beans side was also wonderful, and the waiter-recommended Apple Cider Rosemary Pork Shank fell right off the bone yet was lean at the same time. (How do they do that?)
The restaurant also overlooks the beautiful pool. This made the dinner ambience lovely. And the hotel is a nice, moderate, 15-minute walk to the Convention Center and Olympic Park.
Only slight downside of the whole stay was that I felt Housekeeping could have been a bit more attentive to detail... The breakfast card on the bed had already been written on... The shower was positioned to "on" when I got there, rather than the tub faucet being in the "on" position. The soap dish had some soap residue left in it, as well. But otherwise, the room was very clean (though I didn't break out the black light or anything ;))
My only recommendation for this hotel would be that they invest in recycling cans for the rooms! I really dislike having to throw my 3 million water bottles into the trash when I could be recycling them.
In summary: I will seek this hotel out next time I am in Atlanta. It may be the best Sheraton I have stayed in. (I prepaid $152/night, by the way. Very good for a downtown hotel mid-week)
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 26, 2012
Thank you very much for your extremely generous and thorough review. We love hearing about our guests' experiences and it certainly sounds like you had an enjoyable one! Come from such a well-traveled guest, we are especially appreciative of your many praises and could not be happier with the level of service you were provided by our talented team. We look forward to your next visit to Atlanta. Until then, safe travels!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.