I had my wedding almost a month ago at the Fox Theater in Atlanta and the Georgian Terrace directly across the street seemed like the natural choice for both my rehearsal dinner and where myself and guests would stay for the weekend. In the beginning of my wedding planning I had a great experience with my wedding contact there, Hannah, but the hotel changed management and since then went downhill as far as guest services. The hotel was also undergoing renovations as well.
Here is why I gave 2 stars: First, the venue is absolutely gorgeous and it was convenient, however,
I had several issues leading up to and during the wedding weekend.
The first issue was that for my block of rooms, my family would call and ask for my block (almost a year in advance) and they would say there were no more rooms available when there were. The price of the same type of room was cheaper to purchase outside of my block, and even cheaper with AAA and military discounts so my guests would tell me they went outside my block and even had one tell me that the front desk person offered a cheaper room.
Second issue was that we wanted to pre pay and reserve parking for the night of the event for our guests and when we got the parking vouchers to hand out, there was only a handful of people who could use them because they were turned away from the parking deck saying it was full. One of my guests turned around and went home because there was no where to park.
Thirdly, the Penthouse suite we requested was given to an in-house bride 4 days prior to the event. We still got a penthouse suite but it was smaller and not the one I requested over a year ago.
All the welcome bags were not brought to the rooms and when I called the front desk to ask where they were, the girl said she just got on the shift and didnt know anything after I had given a list of what needed to go where. I ended up having to walk down and just getting them myself and hand out to my family (on my wedding day).
My wedding contact person was out of town that weekend and I found that out the night of my rehearsal dinner. The rehearsal dinner itself was great food and service so I will give them that.
My guests had several complaints about their rooms. One room my bridesmaid and her family were taken to was literally still in the middle of construction, one had no towels and took an hour to get them, another opened up the pull out bed and it was dirty and when she got new sheets they had holes in them. My groom's room had a dirty hand print on the window. The day of my wedding I called room service (from the penthouse) in the morning to get a fruit tray and some bagels and muffins for my bridesmaids and myself and was told it would be 6 people behind and I should have told them ahead of time because they are preparing brunch. I am like isn't that the point of room service?
All in all I was very disappointed with the experience and hope that they can be more customer oriented and get their stuff together with this new management. The hotel is beautiful and some staff are really great but the service needs to improve. I did try to write to who I thought was the general manager about my complaints but the email bounced back. I will definitely be reaching out to them. It was very disappointing to have my guests have a bad experience since they flew in from out of town and I had said such great things about it. For other brides, it is a beautiful place and I hope it gets better soon.