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at the JW Marriott Atlanta Buckhead
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Sep 17th, 2020
I am staying in this hotel right now, and it’s high-end looks are deceiving. The lounge is closed with any morning coffee options for Platinum and above members. Requests for coffee for the in room coffee maker go unheeded. Parking is $32 per day without real signage to/from the garage. Finally, the door locks don’t work. So you may be stuck outside your room for 20-30 mins while maintenance changes the battery or unjams the door with a wire cost hanger. No joke. This place is for show only without any real thought for the business traveler. TRIPADVISOR.COM USER
Sep 11th, 2020
When booking at a JW, you expect a high quality, clean experience. Unfortunately, not one, but two (my first replacement room) had the bathrooms covered in long, black, curly hair (for reference, my hair was straightened and blonde.) The first room was the worst with hair in every crack and crevice of the bathroom. The second room was not as covered, but still found stains, hair behind the doors and in the cracks of showers etc. I was able to have a nicer hotel approved by my employer as the better the hotel, you would think, the more strict cleaning covid precautions would be taken. I lost all confidence in the cleanliness and covid-cleanliness of this hotel when I noticed how poor of a job they did. It is important to note that the manager was very kind and awarded me points for my night. **in the pictures of the shower, I had turned on the water and hopped in only to find these hairs everywhere and immediately got out.** TRIPADVISOR.COM USER
Some rooms are newly renovated....
Sep 5th, 2020
I stayed at JW Marriott Atlanta Buckhead last night. They are still renovating rooms and the lobby, but the noise doesn’t begin until 9am and they stop by 5pm. You should try them if in the area, the staff is very personable. There are changes due to Covid but that is true at all the properties. Anson was there when we pulled in and he is very helpful. The front desk staff, ( now on the 2nd floor ) was very helpful when we got accidentally locked out of our room. They called some one right away to come up and get us back in the room. Our room was an upgraded Corner Room that was very spacious and comfortable.. Thank you JW!! TRIPADVISOR.COM USER
Worst customer service from Marriott property
Aug 29th, 2020
I stayed at a Marriott property for work travel 2-3 times a month prior to Covid. Traveling thru Atlanta I wanted to use my points to stay in Buckhead with my fiancé. I called thru customer service and booked a King Bed at 4:00 for that night. Upon check in, the Bell hop Anson was awesome. He deserves better. When we checked it at 11:07 for 1 night. The gentleman checking us in informed us there were no king rooms available, just double beds and he is willing to cancel the reservation so we can stay elsewhere. VLADIMIR, we just made the reservations 5 hrs ago and it was available. His response was utterly unacceptable. "I just got here at 11 and Don't know whats going on". I expressed my frustration with their unfulfilled promise of a room with no offer to remedy. No complimentary breakfast, no concierge lounge just "we don't have anything else and you are welcome to go stay somewhere else". He recommended I come back and in the morning to talk to a manager. I understand he may have been in a bad situation. So I let it go and would address it with the customer sevice line. Just when I thought my experience would get better, customer service took it to another level of bad. Customer service manager asked me what the issue was over and over and couldn't understand my complaint. Then she asks me in a condescending tone, "what do you want me to do about it, you got a room and there are no other rooms available." Complete lack of customer service, lack of understanding what your customers are telling you. I had 76 stays at a Marriott property in the last 18 months and this is what I get. I don't expect to get special treatment, just reasonable service. A promise made should be a promise delivered. If you can't for some acceptable reason, make it right. In this case, no reasonable reason why it couldn't be delivered and no effort to make it right. NO more will I go out of my way to book with Marriott. I will go full force with Hilton. TRIPADVISOR.COM USER
No lobby, no food, no bellhop, no coffee, no maid service, no restaurants, WORST HOTEL EXPERIENCE
Aug 13th, 2020
Website didn't inform us entire hotel services were suspended including bellboy, No Lobby , all food/ restaurants and NO maid service! No coffee anywhere on premises. Also, they 'guaranteed' us corner xl king suite W/ view away from elevator on our reservation But we were put into a much smaller room, closest to noisy elevator And told that our room was given away. No recourse, no refund of difference, absolutely no effort to rectify situation from hotel. "Guarantee" is worthless. Also they knew we had 2 Children with us and didn't provide adequate towels or any bedding for pull-out couch. We had to wait until 11 pm to get just sheets and call twice to get a-blanket and one lousy pillow! Kids didn't get to sleep till 11:30pm! Furthermore, always had to call multiple times taking 5-10 minutes of time to get a hold of someone because no one ever answered the phone! Service was beyond atrocious! Would vocalize this opinion to anyone who will listen. I have gold status with Marriot Bonvoy so I place 3 separate calls to them and they were equally useless. Claimed they could only file a complaint. Not helpful. Absolutely the WORST hotel experience I have ever had! Book somewhere else as this hotel blames everything on Covid-19. Give me a break!all neighboring hotel provide basic bell hop service, coffee, restaurants and concierge services. They claim they can't. STAY ELESEWHERE! TRIPADVISOR.COM USER
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