Please read before booking this hotel! This is a fair and honest review with nothing but facts. I booked my stay through hotels.com for 2 nights. I called the hotel 2 days before arrival to make sure that my room type (2 queen beds) and non smoking preference would be honored. As many travelers know it is not guaranteed when booking with other sites not directly affiliated with the hotel. When I called the W I was told that it would not be a problem to honor my request. When I arrived I checked in and was escorted by the bellman to my room. The room was incorrect. I was placed in a king bed room on a smoking floor. The bellman directed us to stay in the room and he would go to the front desk and get our “new room keys”. After 15 minutes the man returned and stated that I would need to go back to the front desk as there was “a problem”. I traveled again with ALL of our luggage back downstairs to the front desk and the young lady who checked us in acted as if she knew nothing about the situation. I explained to her the reservation and handed her my confirmation which stated my room type and smoking preference. She told me that since I did not book directly through the W hotel that they were unable to guarantee my room. I explained to her that I had called and this was not to be a problem. She left me at the desk for about 5 minutes to speak with her manager…who never bothered to come out and speak to us himself. She walked out of the office and handed me my reservation paper and stated that they would basically do me a favor this time but that I need to read my reservation papers better. She had a patronizing attitude and was EXTEREMLY RUDE. When we arrived in our room the light in the hallway was burned out and the shower liner was mildewed . We decided that we would try to make the best of it. We had a lovely dinner at BLT restaurant and did sleep well in the comfortable beds. The next day we went to the front desk to ask for walking directions to the Atlanta Civic Center ( fabulous Dianna exhibit) we were told “ I am not sure we don’t have many guests that would go there.” again ATTITUDE! They acted as if it was beneath them to offer such directions. BTW the Civic center is 5 blocks from the hotel. I find it HARD to believe that they did not know how to get there. We were gone from our room from 9 am until 450 pm. We arrived back to a dirty room. When I inquired at the front desk about the room (trash overflowing, no clean sheets etc.) I was told that they “styled rooms from 7-5 and that they would get to my room when they could. ATTITUDE! That was it…I asked to speak to the manager. He informed me by phone that he would be up to my room in 10-15 minutes…..One hour later after a second call to the front desk…the manager arrived and basically offered no apologizes for the staff or the condition of the room. What he did offer was this ….”We are at 98% occupancy and we are doing the best we can do. Since you booked at hotels.com we guarantee nothing to you but a room. After much excuses and debates (everyone at this hotel is argumentative) he offered us free in room dining , a movie on the TV and a drink at the hotel bar while our room was being styled. After the room was cleaned I was told to pick up the phone and call for the in room dining. Guess what? The phone was magically not working. I had to use my cell phone and call the front desk. I was told that they would have “engineering” come fix the phone ( they never came…big surprise) I was also told by the front desk that they knew my meal was being given to me free and what can we get you. Attitude…..I mean do they not do any training on how to speak to guests? The food arrived and it was good (from BLT) the new shower liner was hung, but it was about 4 inches to short and water was all over the floor. I could go on and on about the comments made by hotel staff. They are basically not well trained and rude. I called hotels.com and was placed on hold while they called the hotel. When the lady from hotels.com came back on the line she stated “Wow they are rude.”….so I guess it is just the W way.
They have a saying at the W…Whatever Whenever…This applies to the staff and not the guest. It means whatever the hotel feels like providing you with and whenever they feel like doing it. I have traveled all over the world and stayed in Hotels that were far less expensive than this with much better service. I felt like I was in the twilight zone…this Hotel just does not get it…..they have zero customer service. I Have never been so ready to check out of a hotel in my life. BTW the movie was on our bill……so much for honoring the comp
- Official Description (provided by the hotel):
- The W Atlanta Downtown energizes and inspires, a wonderland of sensual style amid major corporations and specialty shopping. Close to Georgia Aquarium, Centennial Olympic Park and the Georgia Dome. ... more less
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- Also Known As:
- w Atlanta Downtown Hotel Atlanta
- w Hotels Atlanta
- w Hotel Atlanta