Hilton Garden Inn Atlanta East/Stonecrest, Lithonia

My family was visiting the city for an event and booked a room through a 3rd party, calling ahead to secure a room with two beds. The front desk clerk said he could not change the room w/o changing the rate, but not to worry, there should be double rooms available upon check-in . Upon check-in, we were given a king to sleep three adults. After talking to the manager on call(a very unprofessional young man), we were told that the original clerk lied and that the double room could have been secured, and that the hotel has sold out in the 30 minutes between the 1st phone call and our arrival, a half hour later. Upon speaking to the general manager, we were told that all they could do was refund our money, as the hotel had been sold-out for SIX months and my elderly father, who took the room, could vacate it, thus leaving 3 people on the street w/o a place to stay. This was AFTER we told him we didn't live in the area and had no place else to go. He didn't try to find a sister property or a neighboring hotel that had a vacant room. His resolution was to let the whole family, not just 2 people, wonder the streets of Atlanta looking for a place to sleep. We took the issue to corporate knowing that the whole situation had been not been handled in a way that would align itself with the prestige that Hilton, and its sister properties, are known for. We were right. DON'T expect any respect, professionalism or decency from the some of the staff running this hotel. This hotel disgraces the Hilton franchise and the corporate office had to intervene. Hilton Garden Inn @ Stonecrest tried to blame it on the third party instead of taking responsibility for the problems they caused due to an ill-informed staff member. Each representative had a different story that contrasted with that of another representative. This is the kind of low-grade customer service that devalues the hard work that other Hilton properties put into enhancing the Hilton name. This is BY FAR, the worst, most disrespectful, underhanded, disgusting, unprofessional hotel one could stay at. Save your money and stay somewhere else where you are treated fairly and you aren't told your only option is to sleep on street so a hotel can resell their sub-par room for a few extra dollars.

Very nice hotel! It was rather queit and relaxing with a great staff!