This five year old property has 254 room which means they have 254 hotel safes! I arrived Monday and put my passport and wallet in the hotel safe. My flight was scheduled to depart at 7:00am on Thursday morning. At 4:00am I try to get my wallet out of the safe and the safe screen is dark. I go to the front desk at 4:30am and the clerk was nice but knew nothing about the safe, she did make calls, she did try to get security, who showed up at my room at 5:00am (the first time) and he was on the phone and was told by someone to hit the star then hashtag to open - he stated there is no star or hashtag just numbers plus the safe screen was dark and took no inputs. He left then I call about 6:00am and they are looking for batteries. Security comes again with no success. Then an engineer comes around 6:30 and he can do nothing. Then just before 7 a young man comes with keys and opens the safe in seconds. My flight has departed, I have to pay $330 to rebook my flight and arrive home 10.5 hours later than scheduled missing important meetings scheduled that day. I am gold member for life and my company is now telling me not to use Marriott properties and I am considering this. It would seem with 254 safes in their room that when there is a problem someone can go to one sheet that lays out the steps required for this situation. This was just a case of poor no not poor no planning, no procedures and no processes. Also my first morning I had to take a cold shower as the temperature control was not adjusted correctly. Read less

The stay at the hotel was fine and the desk staff very pleasant when I checked in. When I checked out they asked if they could email the receipt. Yes please. Big mistake. The next day I went to file my expenses (we are supposed to file within three days) I noticed no hotel receipt so I called. No problem MIss. Nothing. Tried again and also gave her my personal email. Nothing. Called the next day and spoke to Hosen. Is something wrong with your system? No. But I will attach it to an email. Nothing. So the next day I called corporate headquarters in CT. I need your Bonvoy number to help you. I can’t find that. Back and forth. No “I am sorry you are having all these problems.” Just “ Their system is down.” Did someone tell anyone in Atlanta? And down for 3 days? “Do you have a fax machine?” Who still pays for fax machines? Still No receipt. So now we are at a week later and I still have no receipt and am late filing expenses. And not one person has apologized or explained what the issue is. So one last time I called Hosen and he did email it as an attachment this time but again no apology. I will never stay at another Aloft again. Read less

The hotel is very well located, walk distance from the Aquarium, Coca-cola Museum, CBS, Olympic Park and etc. Parking is available which is a plus. The hotel overall is good, no room service, but a bar, self-service coffee machines, and convenience market. The personal very attentive and friendly. Mr. Solo, the doorman was super nice with us. The rooms are very small, bathroom super small, the frigobar is under the bathroom sink. Everything was nice until we found a old bandaid in one of the beds, it was disgusting and ruined our perception of the cleanliness. Read less

Customer service is the first impression when you arrive at a hotel. We arrived, they give us the keys and don’t even explain where to go, or explain the parking options. They didn’t even explain that you need to use the key card to operate the elevator. We get to our room and it wasn’t even ready yet. Yes, we did arrive before check in, but if they give you the key, the room is expected to be ready? They didn’t explain the grounds of the hotel or the amenities. I guess they thought we knew where we were going. Mind you we have just arrived from South Florida. The valet guys and the bartenders at the hotel were very knowledgeable. Hotel is clean and modern. Read less