After a long day on the road (Columbia, MO to Atlanta), my daughter and I needed a place to stop for the night that was close to a Segway Tour Company that we were taking the next morning. We decided on the Hilton Garden Inn as it was close. It was 11:00PM and we just needed some rest. The issues started right away with the valet attendant badgering us into using the valet service for $24 vs. PUBLIC parking for $20 saying, "your vehicle will be much safer here with us". Next, at the front desk, the clerk was not really rude but also not very friendly. Her explanation of the hotel amenities sounded like a recording, not even sure I understood half of what she said. After getting our room keys with our hands full of luggage, I asked the clerk what floor we were on, she responded "10". Off to the elevators, up to the 10th floor, my daughter asked me what room we are in, I respond 1112. Well, after searching the 10th floor fro a room that was on the 11th floor, we climbed back in the elevator and go up to the 11th floor. I was tired, it was not worth mentioning, especially to the clerk. We get in our room and there are, on the counter by the microwave, a pair of woman's high heeled shoes and the air is blowing hot air into the room, the temperature had to be about 75 already and getting hotter. Had trouble figuring out the temperature thing on the unit until we spied a thermostat and turned off the heat. Called the desk, they said they would send secuirty but instead sent a housekeeping person that did not speak any English, or at least pretended not to. She took the3 shoes when I heard from the bathroom "oh, gross!!"! My daughter, trying to take a shower turned on the water and it came out brown and remained that way for 2-3 minutes. It finally turned back to a clear color but the damage was done. Neither one of us slept very well and could not wait to get out of there in the AM and get to our tour (which was great!!). Checking out in the AM, we explained the issues we had to the clerk at the front desk and she was nice enough to reduce our rate $30, which basically paid for the "valet" parking. Not a great experience...

I am writing my experience on the internet because after nearly TWO WEEKS of trying to work with the hotel, I am nowhere near close to resolving my (very simple...or at least it should be) issue.

I am hoping that by airing this on the internet they will FINALLY solve this. It's a shame but I feel I have no recourse.

Look, the hotel is in a great location. And my stay there wasn't bad. But oh, you will RUE the day you ever stayed there if you have to work with their customer service!

I checked out on New Years Eve (12/31/11). A few hours later, upon returning home, I realized I left two jackets in the closet. I immediately called the hotel and was ASSURED they had both of my jackets, that these sorts of things were common, and that the hotel could easily take care of this. All I had to do was leave a voicemail since it was a holiday and someone would get back to me.

WRONG. SO SO SO WRONG.

On Monday (1/2) I called and left yet another voicemail. I knew some places had off due to the holidays so I honestly wasn't really expecting to talk to anyone on that particular day.

On Tuesday (1/3) I called, left a voicemail. I then called the front desk and asked to speak to a REAL person, and was transfered to a lady who then told me that they didn't have either of my jackets. TO RECAP: On Saturday they had BOTH of my jackets, on Tuesday they had NONE. Sometime between Sat. and Tues. my jackets were lost or stolen from the hotel's care. I was upset but the woman promised to look into the matter and call me back asap.

She never called me back.

I waited all day Wednesday for her to call back (1/4) - NOTHING.

Thursday (1/5) I called and they transfered me to the shipping and handling voicemail AGAIN. I called AGAIN...I just want to talk to a PERSON...and a lady named Donna said she would look into it.

Donna actually called me back! Only to say that they don't have my jackets (I already knew that) but she also said AND I QUOTE (by this time I started keeping a log) "we handled this unprofessionally", "there's been a breakdown on our end" she the told me someone would call me later that day or tomorrow to file a claim.

Do you think that happened? HAHAHAHAHA NO! I called and left a voice mail over the weekend but I heard from NO ONE.

I was sick Sunday and Monday or I would have even more ignored calls to talk about, but on Tues 1/10 I called YET AGAIN and left YET ANOTHER voicemail.

On Thursday (1/12), INCREDIBLY, I got a call back from someone named Jay! He proceeded to tell me that they have ONE of my jackets. HUH? First they had TWO, then they had NONE, now they have only ONE? Something's not right here....I believe the saying is "something in the milk ain't clean". I WAS TOLD TO LEAVE A MESSAGE (I know, right?!?!?!) and someone would get back to me about compensation and on how to receive my ONE jacket. I left a message.

I then called back DEMANDING to speak to a manager (well within my rights by this time, as I'm sure you would agree). I spoke to the manager on duty named SAM and he said...get this...this is the first time he has ever heard about this! He asked me to leave a voicemail with my name and number...GOOD IDEA! I haven't done that a BILLION TIMES already!

Sam then said he would PERSONALLY solve this matter for me. I felt some reassurance that this pitiful saga would finally come to an end (oh, I am so naive). Sam asked me to give him until Friday (today).

DO YOU THINK HE CALLED ME BACK?

NO!

I called the hotel and asked to speak to him - they transferred me to a voicemail (that wasn't even his!) I called back the front desk 3 TIMES demanding to speak to a person. William, the front desk man, apologized for not sending me to a human and asked me to leave YET ANOTHER VOICEMAIL to a woman named Beth. She supposedly "stepped out for just a quick minute".

I have been waiting and there has not been a call. Based on the hotel's record I'm going to wager there won't be a call.

On every conceivable level this hotel has delivered phenomenally BAD customer service. And this is a simple issue! Imagine if you had to get a refund or settle some kind of money issue?!?!?!?!

I am incredibly disappointed in this hotel...so much so that I am actively telling friends, family, and the internet not to stay there. It's all well and good but if you *heaven forbid* have to deal with them you are so SCREWED.

And Hilton Garden Inn - if you read this as part of your Social Media Optimization and reputation protection, CALL ME BACK. I WANT TO SPEAK WITH A PERSON. I WANT MY JACKET BACK (I really want BOTH of my jackets back but you seem to have lost or had one stolen that was on your watch.....). I am not leaving my name and phone number - CHECK YOUR MESSAGES. I left at least TEN OF THEM.

I

We got a great rate for the area. Hotel was clean and the staff was very nice. They state you can adjust the firmness of the bed, but we couldn't get it to work and we kind of sunk to the center. We had to turn the heat off because it was really loud. The only other negative is the cost of parking. There is a great deli just down the street where you can get reasonably price yummy breakfast (since it isn't included with the room).

We booked this hotel for a 2 night stay in Atlanta. Got there before check-in time, so the staff stored our luggage until our room was ready. The best thing about this hotel is the location. We were a 2 minute walk from the Georgia Aquarium, the Coke Museum and Centennial Park. The CNN center is about a 7 minute walk (doing this with a 2 year old and a 6 year old). The front desk staff was very friendly, but the housekeeping staff not so much. The valet parking is $26/day, but totally worth it. The valet service was very friendly and it really only took about 3 minutes for them to get our car for us when we checked out. The indoor pool is okay, but very small, and I wouldn't necessarily call it "heated." There is a larger outdoor pool. We didn't eat at the restaurant because it was a little expensive for us (breakfast was $15.95/adult and $9.95/child). The room was decently clean. I did have to wipe off the edge of the bathtub as there was hair and soap on it, so that I was disappointed with. The TV says "free" on demand, but then wanted to charge $3.99 for 1 episode of a children's show. There were tons of kids there, so yes it is very family friendly. Overall our experience was good, and we would stay there again if we went back to Atlanta!