Waldorf Astoria Atlanta Buckhead

I liked everything about the hotel and staff were exceptional

I am writing to express my concern regarding two separate incidents of unprofessional and discourteous behavior by your hotel’s security personnel and night shift manager on the morning of April 20, 2025. The first incident occurred around 1:20 a.m. while I was seated in a lobby sitting area, waiting on a high-profile client who was a guest at your hotel. A security guard approached me and asked if I was a guest. I respectfully explained that I was waiting on a guest, and he stated the area was closed. I politely left and relocated to the sitting area near the elevators, where I remained until my client came down. I also noticed he placed stations to block off the area shortly after. Later, at approximately 6:00 a.m., I returned to the hotel after briefly stepping away. I poured myself a cup of coffee in the lobby and sat again near the elevators to wait for my client. The same security guard approached me and stated I could not sit there, and I must either go to the room or wait outside. When I questioned the reason, he cited hotel policy and inaccurately claimed I had been in the lobby all evening. I calmly corrected him, but he became visibly aggressive, stating repeatedly that he didn’t care who my client was and I needed to leave. Soon after, the night shift manager joined the conversation and supported the guard’s claim, adding that my presence might make other guests feel “uncomfortable” as they started coming down in the morning. When I stated that I would report the interaction, the guard replied dismissively, “I don’t care—maybe the report will get me a letter of recommendation.” As a retired Chief of Police with over 25 years in law enforcement, I have encountered many situations requiring discretion, respect, and professionalism. What I experienced during my visit was none of those. I understand the importance of guest safety and vigilance, but this does not justify the disrespectful and hostile treatment I received.

The bed mattress was too old. Not comfortable. You'd think they changed these often enough at this price.

Good

Kelley Brooke was amazing! I had a massage & body scrub treatment & it was phenomenal. Highly recommend. She was very welcoming & thorough. Overall the spa area was very relaxing & loved the sauna, steam, hot tub combo before & after. I recommend Kelley for your service.

The most dog friendly hotel we have ever stayed at. They had a bed, bowls and a bottle of water waiting for my baby when we arrived. The staff was incredibly sweet and accommodating - even brought her her own bowl of scrambled eggs for breakfast. I had the best sleep of my life away from home - maybe it’s the $700 sheets they use (I had to look them up they were so crisp and comfortable!). The level of customer service was impeccable and an absolute treat from the moment we pulled up to the moment we left. I truly cannot wait to go back.

Arrived a short while ago and my experience at this stunning property is exceptional! The service is impeccable, with staff who are not only friendly but also attentive and highly professional. Every team member I have interacted with thus far has made me feel genuinely welcomed. The spa is absolutely wonderful, the room service and meals have been exceptional, and the room itself is beautifully arranged.

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