The Westin Peachtree Plaza, Hotel

Not a great experience

I reserved this room for my parents anniversary where I filled out a card authorization form so I could pay for the room six months in advance. They all said this was the way to go about paying for the room. I called three months in advance to make sure everything was set. They reassured me. I called the day before they arrived to make sure my mother’s check in experience would go smoothly. Once again reassured that there would be no problems. Day of……problems. The cashier was rude to my mother which is absolutely wild when your job is customer service. My mother who is the sweetest woman ask if she could check the notes section of the account and look for the card authorization form. The woman would not listen. My mother gave her card in defeat. The woman asked if there were any requests for the room. She stated she asked for extra towels in the app. The front desk woman laughed and said they never do those requests but she’ll do it. My mom stayed there for two nights never got extra towel. One reason I picked this hotel out of the many hotels in the Atlanta area, was the customer service, but clearly we’ve dropped the ball there. After their stay I tried to solving the problem by refunding my mothers card and charging mine. I spoke with Madison Gilbert who could careless about solving this problem. I waited on hold for her for over twenty minutes and when I asked her if she was briefed by Zaria about my situation she said sure. I’m sorry but I 100% understand why the front desk people act the way they do if this is the person the supervisors them. It’s the most infuriating feeling about the solve a problem that I tried to prevent six months prior and I’m met with attitude and zero concern. I didn’t do this you all dropped the ball. When she saw the card authorization she said “okay and. If I was the front desk person I wouldn’t have known to look further into it.” And that’s when I explained that mother ask the front desk person to do so b/c this isn’t a normal checkin there was a card authorization attached to the account from 6 months ago. Madison Gilbert was immediately checked out of the conversation and stated the card had already paid. -_- I can’t put into words this frustration. Truly common sense is not common. Yes, I was completely defeated at this point.