The American Hotel Atlanta Downtown, Tapestry Collection by Hilton

Reviews

• EL

  Eric Vaz de Lima

  1 day ago
  1.0
  THIS REVIEW IS ABOUT THE PARKING AND THE DISRESPECT SHOWN BY THE ENTIRE HOTEL MANAGEMENT TOWARD ITS CUSTOMERS. I made a reservation at this hotel for my family (2ad, 2 ch) with check-in on 12/20/25 and check-out on 12/21/25. I arrived with one single car, handed the vehicle to the valet, and proceeded to check-in. The check-in itself was cordial. I asked about the parking fee and was informed it was $40 A $100 hold was placed on my credit card, which I considered normal. On 12/21, around 8:30 AM, we checked out and continued our trip. To my surprise, on Jan 8, 26, when reviewing my credit card statement, I noticed a charge from the hotel in the amount of $119.80. This immediately raised concerns, and I promptly emailed the hotel, providing all reservation details and questioning this charge. I then received a response from MR. RICKY WALLER – Guest Services Manager, stating only: “Thank you for reaching out in reference to this matter, however after reviewing your folio that is for the overnight valet parking.” I replied explaining that: I asked about the parking fee at check-in and was told $40 On several booking websites, the following rates are listed: Covered self parking: $40 per night Covered valet parking: $60 per night Based on this information, it made no sense whatsoever to be charged $119.80 The response from MR. RICKY WALLER was the following: “Thank you for reaching out however we have never had parking that was $40 and I am not sure who would have spoken to but we have a parking sign when you arrive as I have attached that for you as well. Also on our website it states parking is $55 plus your tax.” He also sent a photo of the parking sign. In response, I wrote back in a polite and clear manner, stating that operational errors can happen, but that the expected posture of a HILTON-affiliated hotel would be to: Acknowledge the mistake e Apologize to the guest, Immediately inform that the charge would be corrected, None of this happened. Instead, I was charged $119.80, and an attempt was made to justify the charge by stating the rate is $55 plus tax, without any apology, and without addressing a very basic fact: $55 plus tax DOES NOT equal $119.80. To make matters even worse, the final response from MR. RICKY WALLER was: “Therefore there is not any operational error. There will be no adjustments made. Have an amazing day.” Now let’s focus on the objective facts, because basic math seems to be missing from this discussion: 1 car, 1 night, Less than 24 hours arrival around 5:30 PM departure around 8:30 AM Rate stated by the hotel itself: $55 plus tax There is NO POSSIBLE CALCULATION in which this results in $119.80. I acknowledged my part in not seeing the sign rate. I am no longer disputing that. What I expected, and still expect, was simply a refund of the overcharged amount. Is that really too much to ask? And here comes the most serious issue. MR. OZ CAGDAS, who appears in the email signature as GENERAL MANAGER, was copied on ALL emails and never once responded. No explanation, no attempt to understand the situation, no leadership whatsoever. Furthermore, anyone can verify this by looking at public reviews: Out of 347 reviews, approximately 57% mention issues related to parking. In many of them, the responses are written by MR. RICKY WALLER, and the pattern is always the same, the hotel never takes responsibility. The problem is never the hotel’s fault. But if the hotel: Provides the parking service, Charges for it, Charges an amount that is almost equivalent to a nightly room rate. How can the hotel claim it is not responsible for the parking? In my last email, I formally requested the invoice and detailed statement showing how the $119.80 charge was calculated. So far? No response. This is not about money. It is about respect for the guest, transparency, accountability, and professional conduct, all of which were clearly lacking here. For a hotel carrying the HILTON name, this experience was deeply disappointing.
• TN

  Tonita Norris

  5 days ago
  2.0
  I stayed at the American Hotel in Atlanta over Thanksgiving, and overall, my experience at the hotel itself was great. The property is lovely, the staff inside were exceptionally friendly and accommodating, and everything else about my visit met my expectations. However, I had a very disappointing experience with the valet service. The attendant who parked my car sideswiped my vehicle, causing visible damage, and then misplaced my keys, which led to a long delay. I was told that to report the incident, I needed to send an email to a specific address, but no clear instructions were provided. Eventually, I was contacted by the valet supervisor, Tevin, who asked for additional information — which I promptly provided. Since then, I’ve been calling and emailing for follow-up, but I haven’t heard back from anyone. There’s been no communication and no confirmation on whether a claim has even been filed. This lack of response is totally unacceptable, especially given the circumstances. I truly hope the management team reads this and contacts me to finally resolve the issue. The hotel itself is wonderful, but this experience has unfortunately overshadowed what could have been a perfect stay.
• PS

  Piper S

  5 days ago
  5.0
  I’ve had a wonderful stay at this hotel, and what truly sets it apart is the exceptional service. Every staff member I’ve interacted with has been friendly, kind, professional, and genuinely welcoming. I especially want to highlight the valet service and my experience with Marlin. While the valet is a bit on the pricey side, it is absolutely worth it for the convenience and the outstanding level of service. Marlin went above and beyond to make sure everything was seamless, and his professionalism and warm attitude made a lasting impression. The front desk staff has also been fantastic, always helpful and pleasant, and the rooms have been impressively clean and well maintained. While the cleanliness and comfort are excellent, it’s really the people here that make this hotel stand out. I’m incredibly happy with the service I’ve received and would highly recommend this hotel to anyone who values top-tier hospitality and a staff that truly cares about their guests.
• DT

  deven tennant

  Jan 2, 2026
  1.0
  Complete false advertisement. Website stated no change would be made to my card If I changed my mind about staying. I called in advance and spoke with a young man and he verified everything that I asked and when I asked the price for a standard room he stated it was only $117 per night and they had parking available. I drove 6 hours because I liked what I was told and when I got there 10 minutes to midnight for my 2 night reservation they ran my card for almost $600. Apparently they charged me $110 just for me to park my car and the rest was meant to cover my 2 night stay. None of the charges were explained to me and no price was given as a heads up. They just asked for my name the reservation was under and told me where to insert my card and as I was stepping away my phone dinged with the price and it threw me for a loopi asked them to refund the money but they stated they couldn't until a manager came and when I got refunded all I got back was $330. The parking fee was non-refundable apparently and they said the remaining balance was my cancellation fee. I had to wait outside in the rain next to my locked car waiting to get my keys back from the valet who gave me them after 30 minutes of me waiting only to find out he was trying to let the smell disapate in the car from where he smoked a joint in my car. I know this because of the stench and the joint butt tucked between my driver seat. Do not recommend and definitely will be pressing charges
• LS

  Louisa Sanchez

  Jan 1, 2026
  4.0
  Our stay at this hotel was exceptional. We visited for a weekend getaway to celebrate my husband’s birthday, and the experience exceeded our expectations from start to finish. The location is ideal—centrally located with numerous restaurants and attractions within walking distance. Upon check-in, we were warmly welcomed by a super friendly and cheerful staff member named Ten, whose hospitality immediately set the tone for our stay. She graciously wished my husband a happy birthday and surprised him with a complimentary appetizer card for the hotel’s in-house restaurant, which by the way also serves delicious coffee. Truth be told, all the front desk people were phenomenal, but Ten stood out among the rest. The rooms were clean, spacious, and bright, and the hotel’s historic charm added to its overall beauty. It was a great hotel and it wasn't sickly expensive. This hotel truly provided the perfect setting for a memorable trip.

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