I wanted to wait and see if a follow-up would happen, but like many hotels, it seems the promise of a manager reaching out is sometimes just said in the moment to move things along. Unfortunately, no one followed up, so here we are.
I stayed at the Westin Peachtree Plaza for one night to celebrate my 13th wedding anniversary. Upon arrival, we were greeted, and my car was taken by valet and parked up front, safe and sound. So far, so good.
When I went to check in, the young gentleman at the front desk looked through the system and said I had two reservations. That immediately confused me since I only booked one stay. He then told me that my exact information was tied to another reservation at the W and explained that when they are overbooked, they sometimes walk guests over to the Westin. I had no idea where the W was, let alone made two reservations for the same night.
After about 10 minutes, another associate stepped in and said it was a system glitch and assured me I wouldn’t be billed twice. That part wasn’t my concern, but I appreciated the clarification. We were given our room keys and headed up.
Once we got to the room on the 5th floor, the first thing I noticed was the TV displaying “Welcome” with someone else’s name. At that point, I started questioning if this was even my room. Then I looked out the window. Instead of the Centennial Park view I paid for, the room overlooked HVAC units and surrounding rooftops. Unless Centennial Park moved to the top of neighboring buildings overnight, this was clearly not what I booked.
I went back down to the front desk and explained that the room I received did not match what I paid for. The associate assisting me mentioned the system can glitch and display previous guest names, which I’ve never experienced before. She reassigned me to another room, and we went back upstairs.
As we were getting ready for bed, we flipped the pillows and found visible stains on both of them. At that point, it was clear there was a lack of attention to detail. We were tired, and all of this had happened within the first 10–15 minutes of being there, so we ended up putting the pillows on the floor and just getting through the night.
The next morning, we checked out and I shared the issue with Savoy, who was helpful and apologetic. I even showed him pictures of the pillows. He said his manager would reach out within a few days. That never happened.
That lack of follow-up speaks volumes. It tells me either the message never made it to the manager, or it simply wasn’t a priority. Either way, it’s disappointing.
To then receive a request to complete an internal survey about improving my experience felt out of touch. At that point, I’d rather share my experience so others are aware.
For the price paid for one night, this was not the level of quality or service I expected. Between the confusion at check-in, the incorrect room, the cleanliness issues, and the lack of follow-up, this stay fell well short.
I don’t typically leave reviews like this, but this experience warranted it. Unfortunately, I will not be staying at this property again.
