The Westin Peachtree Plaza

I booked this Hotel for my daughter 21st Birthday hoping she would have an awesome stay but instead in turned out to be horrible because she was locked out of her room the day of her Birthday by the Front desk. Friday before my daughter arrived The Control Manager Mimi had me put the amount of her stay for the weekend on her card which was $463 but only took $377 from her card, I called back to ask why not the whole amount and she couldn't tell me why but it will come off later no worries. Saturday they locked her out for missing payment that they failed to take on Friday. We spoke to 3 managers and they all had a different excuse to what happened. on top of that they would not give her her car until they updated there information. we will never stay again, Beautiful, clean hotel but bad service all around. Read less

What was a good stay has now turned sour and as someone in the hospitality industry, it is ridiculous how they've lost a Marriott member over a silly charge. We bought 5 ice-creams at the gift shop for a total of $23.67. We asked the gift shop attendant to charge this to the guest rooms and after a few failed attempts, she was finally able to charge it. We were not shown the amount being charged, just a pin pad where our signature was requested to authorize the room charge. When we checked out we noticed that there was a $94.68 gift shop charge. So I called the front desk and disputed it and they agreed it was a mistake and removed the charge and sent us a revised folio. A month later, I still didn't have the credit so i called the customer service line. Once again I was told it was a mistake and they would refund it. Now 3 months later I have to get my credit card company involved over a silly charge that the hotel has now changed its mind about and said they want to charge me. I would like to see an itemized receipt of what I am being charged!!! I've worked in hotels all my life and am horrified that this is the level of customer service being offered over ice cream at a gift shop. Read less

I stayed here for a conference, just one night. I checked in early and the have me a room. Upon entering it smelled like mildew and the HVAC fan was set to manual on which is a setting that o assume only hotel staff can make. I now realize the fan was on to try and clear the smell. The bathtub surround was not clean and it looked as though some organic discharge was on the wall. The pelaton bike seat in the gym was loose such that it would move to eventually sit cockedwith an upward trajectory which is not comfortable. I typically love Westin properties. This property was the worst Westin I've experienced. Read less

When we checked in we noticed our sheets were dirty and we asked for new clean sheets, a housekeeper eventually came. Later we went to use the sink and noticed the water was brown. We called the front desk, they stayed maybe try to keep running it. Well we did and every time we ran the water in the sink or tub it was brown. They later had an engineer come to look at the faucets and he stated the reason it was coming out brown is because they did pipe work on 10 floors and ours happen to be on of them. I can’t believe they would put people in rooms like this. He called down and told them to change our room to a room outside of the 10 floors worked on. If it weren’t for the engineer they wouldn’t have changed our room. We got a room change that evening eventually, and our room seemed fine. We had water, orange juice and Gatorade to keep cool however we noticed the beverages weren’t getting cool. We called the front desk about it and they said it wasn't a refrigerator it’s only to keep beverages cool as if we were calling about food. When we told them it wasn’t keep our drinks cool they eventually sent someone up at 3am to look at the cooler. The light was flashing on the cooler and he stated if it didn’t work within 30-45min call back and they will bring us a fridge. We waited until the next day and it was no long flashing it was just not working at all. We called them back and they bought up a small refrigerator which ended up being a freezer after noticed it froze all of our stuff. During our entire stay we never got to speak to a manager. Also housekeeping never came even after we called for clean up and new towels and washcloths. When they brought us items they only brought one towel, one hand towel and two wash cloths as if we were supposed to share a towel. After two days the housekeeping manager called for immediately clean up after we complained again. Someone was supposed to come up the night before when we complained at the front desk and they never came. The front desk attendant gave us fresh towels and wash cloths thankfully. They even told us a manager was not there every told we went down to the front desk or called, which is hard to believe a hotel is operating without a manager. After check out we still never heard from them so I opened a claim through corporate. They stated the hotel should be in contact within 3-5 business days, they never contacted me. The only thing I received was a receipt. I called corporate back after the 5 days and they stated the hotel closed the case as resolved saying they contacted me via email. They asked how was it resolved or what did they offer, I told them they have not contacted me at all. So corporates reopened the claim and I have to wait another 3-7 business days before it can be escalated. Here we are and still not communication. I will be contact every bureau, complaint agency, etc known to man about this. We stayed at the WESTIN for Pete sake this should not be happening. This was my mom bday trip and her first time in Atlanta and this is experience she endured, it’s ridiculous. Read less