Sonesta Atlanta Northwest Galleria - Marietta

You would think that charging a $45 early check in fee would make for a smooth check in, but no. Check in was a nightmare. I had contacted the hotel days prior to arrange for a specific member of my party to check in and for a specific card to be charged. Donna threw all of that out the window and would not listen, answer questions, or even address the party correctly. Another front desk agent, Silvia, was very kind and tried to correct Donna, but Donna was also rude to her and would not listen. They would not charge the correct card on file, causing a huge headache. This stay was not off to a remotely good start. Donna also lied about their shuttle service. Maybe she was misinformed, but Silvia gave me the correct information. It’s also not a shuttle service, they simply make one of the staff drive you. It’s very awkward and doesn’t feel safe. The “driver” was rude, and complained while doing the shuttle service. He loudly talked on the phone and lost his keys. You could hear him talking to himself as well saying things like, and I quote, “I’m not coming back here again so you better get your friends”. It was clear he did not want to be there and it made the entire experience feel unsafe. The room was fine, aside from not having hand soap at either sink. The only soap was the body wash in the shower. The conditioner in the shower leaked constantly and made the shower very slippery and sticky. No vending machines, only signs for them and an overpriced store in the lobby. Upon checkout we were massively overcharged. Donna charged us the $45 early check in fee 4 separate times. When we asked to have this fixed at checkout, Donna again said she fixed it, but instead charged my card both the amount that was supposed to be refunded AND the difference between the original incorrect charges and the refund amount. My card was overcharged close to $1200. Neither myself or anyone in my party will ever stay at a Sonesta hotel, or a Red Lion hotel, ever again. The kind of mistakes made at check in and check out are completely unacceptable, and there is zero customer service to make up for the incompetence and inconvenience. I don’t feel I should pay a cent for this stay.