Embassy Suites by Hilton Atlanta Midtown

My 2‑day stay was disappointing from the start. The 2‑queen room I booked was dirty — mold and rust in the bathtub, stains on the floor, and an unknown substance on the desk. The hotel was sold out, so we were moved to a king room. It was cleaner, but the bed was hard, the sofa bed mattress was thin, and we had to request basic linens that should have already been there. Breakfast was poorly managed both mornings. There were no plates, bowls, utensils, or hot water, and staff didn’t seem interested in restocking or helping guests. The evening reception was similar: no plates, food that didn’t look fresh, and no one maintaining the area. The drinks were the only positive part. The pool was also not heated as advertised, had no towels available, and the ceiling showed signs of mold or a burned‑out light. Parking was inconvenient. Without a working room key, you can’t enter from the garage, which meant walking up with luggage and kids late at night. Parts of the garage looked neglected and used for storage of broken items. The only real positives were the front desk, kitchen manager, and valet staff. Aroon was outstanding and genuinely helpful. Shanell made sure my kids and I had food when we arrived late, and Gina took time to address concerns. Their service stood out in an otherwise poorly managed stay. For the price and the brand, I expected basic cleanliness, stocked amenities, and attentive service. This property needs significant improvement in overall upkeep and guest experience.

Usually, I let things slide, but as a Diamond member who spends at least 90 nights a year at Hilton properties, this experience was unacceptable. My stay began in room 419, which was clearly not ready for guests. The room had no shower curtain, no linens for the sofa bed, a bathroom door hanging off its hinges, and visible physical damage throughout. This is basic quality control that should never be overlooked. After reporting these issues, I was moved to room 333—only to encounter more problems. The room had just one set of towels despite being booked for three guests, the requested linens were still missing, and the TV did not work. At this point, it’s fair to ask: how is it this difficult to provide a functional, guest-ready room? While I do want to acknowledge Jada at the front desk for making an effort to escalate the situation, the overall response from staff—particularly housekeeping—was disappointing. The lack of urgency and poor attitude made an already frustrating situation worse. After a full day of travel, having to repeatedly chase down basic service is simply unacceptable. That said, Lester, the lead engineer, showed exemplary service and empathy in doing his part to help. This experience fell far below Hilton standards, especially for a loyal Diamond member.

Everything was amazing. The bar and food were good.

Parking fee for two cars was $75 which is insane

I loved that breakfast was included and the staff was friendly and helpful

Room service tried to come while we were still in the room and we asked for them to come back later but they never returned

The only thing good about the property was it’s cleanliness and it’s breakfast.

Our check-in was at 3:00. We were not even able to access the the room until after 7:00 because “the laundry” was not available and they were running behind. After we finally got in the room to get comfortable, neither tv worked. I called it in the the front desk and maintenance was supposed to come up to check it out. We decided to step out for family activities and upon returning, after 11:00pm, tv still wasn’t working, and maintenance got off at 11:00, the issue was not even forwarded to management. After that we was just over it. We slept and ate breakfast and just hauled out of there as fast as we could. However, before leaving the nice gentleman; who was the morning manager, asked how our stay was and I told him it was ok, but he could tell I wasn’t happy at all. He asked me to tell him step by step how things were because I didn’t say that the stay was great. After explaining the mishaps, he offered and stated that the night stay will be on them and they will issue out a refund to booking.com, so they then can send it back to us. Fast forward 3 weeks later, four customer service calls to booking.com and the hotel, no refund has been issued. Everytime I call booking.com, they say that the matter has been resolved and I will have a refund as soon as Embassy suites take care of confirming some last details. When I spoke with the hotel, they confirmed that the refund has been sent and booking.com just won’t send it back to me. Long story short, I’m over the back and forth, especially since it was an offer to begin with, I just will not be booking embassy suites or booking.com ever again due to lack of urgency.

We stayed at this hotel for one week and had a wonderful experience. The location is very central, close to everything, which made it easy to explore the city. The staff were friendly and helpful throughout our stay. The included breakfast was excellent, fresh, varied, and satisfying every morning. The rooms were comfortable and well-kept, soft beds, making our stay even more enjoyable. Overall, it was a great experience, and I would definitely recommend this hotel.

Great location, cleanliness

Tedious check in process

The room was clean and comfortable. The area is nice and conveniently located. The staff was polite and made sure we had everything we needed.

I had a two queen bed suit and the bathroom door gives you little privacy. It is a barn style slide door that does not lock and you can see in each side of it. Also both the bathroom sink and wet bar sink drained slowly.