We decided on this hotel for a wedding we were attending in Atlanta because we were traveling with our 9 year old son. What a mistake. I thought that the 1 bedroom "suite" would have a sofa bed. It that is only in " select " suites and " we don't guarantee sofa beds". Okay, so I figured we could take the cushions off the sofa and sleep on the floor, not the end of the world, right? Called the front desk at 8 pm. At 8:30, no bed linens for the bed on the floor... Called the front desk twice more and no answer either time. 8:45 and I walk down to the front desk, and the same person I spoke with originally shuffles some papers and tells me, " yes there was a service call logged at 8 but housekeeping went home at 8. After a staring contest he asked if I would like to have him bring the bed linens that I requested at 8 to the room? Really?
So, second night with the bed on the floor is a Friday night. Oh, live entertainment in the bar, clearly audible on the second floor. Wow, what a great location and a really lousy experience. With so many choices in Atlanta, we won 't be back.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
23 January 2012
Dear MtPleasant SCraek,
I am very dissapointed to read your review of your recent stay. We do only have 30 of our rooms with sleeper sofa's but when booked and requested in advance we will assign our guests there requested room types. I am sorry that we did not accommodate your request. I will personally speak with the team member who you interacted with at the front desk and coach them on how to provide better service to our guests. Our suites do offer families more space to spread out and be comfortable. I myself travel with my children often and so I know how inportant it is to be comfortable when away from home. We do our very best to provide consistent and friendly service and sadly we have not been able to take care of you and meet your expectations. Our goal is to do our very best to retain and where needed win back our guests who have had a sub par experience. Please contact me at your earliest convenience to discuss your stay personally.
sincerely,
John Reilly
General Manager
jreilly@twelvehotels.com.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC