The American Hotel Atlanta Downtown, Tapestry Collection by Hilton

Thanks so much for the great service from Wendy, Alexis, Shawn and Iris for making my stay even better!

I rarely write reviews, but what happened during my stay on April 19 around 5:10 AM was unacceptable and raised serious concerns about service, safety, and staff accountability. I attempted to call the front desk to request my valet vehicle because I had a flight to catch—no one answered. When we came downstairs, the front desk was completely unattended, with only a security guard present. We were told to go outside for valet service, but there was no valet attendant in sight. We were told she was likely retrieving a car for the garage and to wait. After going back inside, my friend discovered a front desk employee in the back office. This level of inattention and lack of urgency is unacceptable, especially at that hour when guests may be relying on timely assistance for travel. After waiting 20 minutes the line begin to grow of people waiting for their vehicles and I became concerned for the safety of the valet attendant. I asked the front desk attendant (who had retreated to the back once again-leaving the front desk unattended) if he could “call valet to make sure that she’s okay.” He responded that he didn’t have a way to contact her, as security stood by appearing unconcerned. I then happened to notice someone sitting on the floor in the loft area (legs crossed at the ankles, and appearing to be asleep). I yelled “Excuse me, excuse me” The response was “yes” in a women’s voice and I asked if she was valet…it was her! I’m not sure if the front desk attendant knew she was asleep because he appeared to be asleep himself in the back room but she was definitely visible to security. When asked why we didn’t simply wake her especially after we mentioned we had a flight his response was “I work for a third party, it’s not my job to police the staff.” I told him this could have unnecessarily escalated due to his lack of inaction and his job was to keep both staff and guest safe. So if he didn’t know she was up there asleep no effort was made to ensure her safety; and if he knew she was asleep the delay has creating hostile guest…either explanation was unacceptable! His response was “Do I need to call APD!” This experience was frustrating, stressful, and completely avoidable. Basic service standards like having someone available at the front desk and ensuring valet coverage were not met. For a hotel that presumably prides itself on hospitality, this was a major failure. I called corporate to report the incident on 4/21 (no response, called back 5/4 (transferred to hotel because the hotel told corporate that they would follow up with me-never happened and the manager is off until Wednesday). Sent the manager an email on 5/3-no response. I initially reached out so quickly for a few reasons: 1. The threat of contacting police as retaliation is utterly unacceptable, especially in this climate. 2. I had a sincere desire for leadership to review video footage while available. After 3 weeks the footage is likely unavailable. I hope management takes this seriously and implements better staffing and accountability measures so future guests don’t experience the same lapse in service.

Stayed at the American for three nights as it was the ideal location to walk to the aquarium, civil rights center, and Coca Cola museum (as well as places to eat). Super convenient location. The staff member Ricky was so pleasant to interact with. He’s kind, personable, professional, and should be the example of the standard all hotels should expect of their employees. Ricky gets a 100 stars. The hotel itself is beautiful but the rooms definitely could do with some serious upgrades especially the bathrooms. We did have a gorgeous view including the sky view at sunset. Housekeeping is great if you have any extra needs or requests.

The staff was warm and friendly, and I can’t say enough about the location and room decor! so cozy and vintage. Thanks Ray for being amazing and Cousin Carter for your warmth 🤩!

This hotel was in an absolutely perfect location. I went for a work meeting and was within walking distance of the meeting site. They had live music which was a nice way to wind down my night after a long day of traveling. The staff were all helpful and the room was really nice.

The one thing that I didn’t like was I could hear the cars from my room but it wasn’t enough to keep me up during the night.

Eric and Joy were amazing. Customer service is 10 of 10. Rooms were clean, it was very quiet and would come back everytime I come to Atlanta.

The pool was closed

Location is good in downtown Atlanta which is very close to business area & attractions. However, since the location is in downtown next to the main street, there's a lot of noise from streets especially sport/modified cars with loud exhaust pipes.

Noise from the street at nights. Also the hotel didn't provide any drinking water (bottled) at all. The one in the room cost $8. Also they don't provide free wifi for guests. You will need to pay around $12 per day if you want to use hotel wifi. The elevetors also very old & slow (old style elevators).