Best Western Plus Carrollton Hotel, Carrollton

We were in town for a meeting at the university, and this turned out to be a very nice place to stay. Rooms were attractive and very clean, and it was far enough off a main road that you did not hear traffic. There was also a nice buffet restaurant within walking distance. Breakfast offerings were excellent and included some healthier options like yogurt and fruit, as well as the standard eggs and sides. The fitness center was well equipped with exercise machines.

We had an excellent stay at the Best Western Carrollton, GA. when we were there to visit my son who teaches at the Univ of West Georgia. The breakfast was good. The coffee was good. The bed was very comfortable. The staff was helpful when I was trying to navigate a free night voucher.

My first stay at this hotel and I was not disappointed. Super quiet, clean, and conveniently located. I will certainly return. Front desk staff was very friendly and attentive. The hotel is gracefully appointed. Spacious parking and the grounds were manicured.

We stayed for three nights while evacuating from Hurricane Irma. The room was remodeled and everything was clean and in excellent condition. The beds were very comfortable. Also, the breakfast was way better than most. Robin, the woman who managed the breakfast buffet really put her heart into making it excellent. They had thick slices of homestyle ham, omelets, breakfast burritos, and almond milk, all of which are rarely seen at a free hot breakfast .

Only hotel in town that wasn't booked(Thank God) I usually don't do reviews but Best Western Plus was very comfortable and I must say I was very impressed!!! I enjoyed my stay, the staff was professional and the room was very comfortable and I will definitely stay again!!

The hotel was recently renovated. It was very nicely done. The room had all new bathroom fixtures - toilet, tub, sink, mirrors. And the bedroom had also been redone with pillowtop beds and very nice linens and new carpeting. The breakfast featured fresh strawberries, blueberries, real eggs, tasty bacon and hot oatmeal with special additions like cranberries, raisons, nuts, maple syrup, brown sugar.

I think this hotel was very nice! Stayed one night and did not have an issue with my online reservation. Loved the hard wood floors and the cleanliness of the place. Only wish you had a hot tub. Staff was a little pushy about checking out but overall great

We enjoyed our stay even in the midst of remodel. The people were friendly and resourceful. Close to several great hiking trails and parks (FDR State Park and Cloud Canyon). Also the breakfast was great even with some new items on the buffet.

925ashleym, Manager at Best Western Plus Carrollton Hotel, responded to this review
Thank you for taking the time to give us a positive review. We are truly try to keep as easy for the guest this major renovation and band change please come back and enjoy the finished product.

For the most part this hotel was clean, sort of. It's an older hotel. Not sure if we were put in a handicap room because everything was about thigh high, including the bed. The bathrooms need to be upgraded. Hotel staff was very nice. Didn't have breakfast there. The Holiday Inn Express near the airport was 100x better for less money! I definitely would not stay here again!

925ashleym, Manager at Best Western Plus Carrollton Hotel, responded to this review
This hotel in currently under renovations.

Located in a small community outside of Atlanta, we stayed here for a family event. The staff was nice, but the accommodations were not what we have come to expect from Holiday Express over the last few visits. The room furniture was outdated, the bathroom seemed old and the common areas could be more appealing.

Steve R, Manager at Best Western Plus Carrollton Hotel, responded to this review
We will be going under renovations in the next 6-8 weeks. We do appreciate the feedback from our guest.

We have spent several nights at this hotel on two occasions of visiting Carrollton to attend conferences. After staying in several different hotels in Carrollton, we will consistently return to this hotel, as we are in Carrollton several times a year. The facility is well cared for, the rooms are light and clean. The location is good for going anywhere in the city. Holiday Inn Express breakfasts are good across the board. Carrollton facility is a little small physically, but the breakfast offered is the same good value found across the franchise.

nickie s, Front Office Manager at Best Western Plus Carrollton Hotel, responded to this review
it is always good to hear when someone has enjoyed their stay here with us. I am always glad to hear when someone will come back and stay here with us. I love that our hotel is in a location that is very accommodating. we look forward to your return with us here at Holiday Inn Express.

This will probably be the most important review on this hotel you can read. The below review was submitted by me back in September of last year per our stay then and is completely accurate. The management did not like the review and thereafter found out who my wife is and where she worked, contacted her employers and harassed them to have her have me remove this review. LET ME REITERATE THIS... THEY DID NOT LIKE MY INITIAL REVIEW AND THEREAFTER HARASSED MY WIFE AT HER JOB TO REMOVE THE FOLLOWING REVIEW. This is highly unethical and, quite frankly, hateful. I saved my review to post when they could not harass her again, trying to get my wife fired because of a truthful review of their bad management and abysmal customer service. They stopped at nothing to get my review removed and I did so to satisfy my wife's employers and now that she is no longer with that company, here is the full review again. Pull up a chair, this is the ugly truth of this hotel... There are few hotels that have this kind of feel. Since it's a Holiday Inn Express there are some standards I expected to be at least par, but my experience here was definitely below the standards and it reflects on the management poorly. Here's the run-down... My wife booked a room for 4 people, requesting 2 beds. When checked in we were given a room with one King-sized bed. This would not do for four people at all so went back to the front desk and requested a room with two beds to accommodate us per our 2-week-old reservation. The front desk girl did not apologize for the mixup, just gave us another room with two beds this time. So when we got in, the room wasn't as clean as I've come to expect IHG standards to hold up to, but we were tired and not wanting to be the "complainers" we deal with in our own jobs (my wife and I both work in customer service and know about the "complainers" who are always trying to get something for free, so we try not to be THAT type of people). So we go to bed around 11:00 that night and get rudely awakened by someone attempting to get into our room at 3:30 am, having been given a key to our room where our children are asleep, the new guest banged for 10 minutes before giving up. This means that the girl at the front desk did not actually switch us in the computer to the new room and they gave our room to someone else at 3:30 in the morning. So now not only are WE awakened rudely by someone trying to get into our room, shoving on the door and knocking loud enough to wake us (with kids in the room with us) but the OTHER guest feels like a heel for trying to enter an occupied room and THEY are put out having to go back to the front desk for a room that is not occupied. Double-whammy there. This leads to the next logical conclusion. When the night audit clerk issued new cards for the room and the new guest used them on our room, our keys no longer worked on the room, having been de-activated by the new issuance of room keys. My wife called the front desk after this 3:30 am incident and asked for a Do-Not-Disturb (DND) on the room since there was no door hanger for us to hang on the door for the housekeeping staff to heed. This did not work, though, since we weren't in the system as having been put in that room. This did not, however, stop the housekeeping staff from banging loudly on the door at 8:30 am, waking us all up (AGAIN), asking if we wanted service on the room. My wife was beside herself with this and I wasn't too keen on being awakened so rudely AGAIN just 5 hours after the previous incident. The only good that came of this faux pas was that I was able to go down and get breakfast before it closed. The light in the darkness: Kimberly seemed oblivious to the fact that the rest of the staff is completely incompetently trained to deal with customers by setting the tone with the first interaction with the guests. She set the tone immediately with me with a warm greeting and a smile (the first I'd seen yet) and a bubbly personality to go along with it. Breakfast had been out for awhile and was on par for what I expect from a Holiday Inn Express at 9 am, 30 minutes before it is shut down (yes, I have worked in the hotel business and know how this goes). No complaint for the breakfast, but KUDOS for Kimberly's beautiful performance in smoothing over the lack of guest satisfaction from the front desk staff. So let's talk about the front desk staff for a moment. It is apparently the General Manager's decision to allow the front desk staff to SIT DOWN at the front desk. This is not IHG policy and is detracted from Quality Assurance inspections by IHG itself. IHG employees are not allowed to sit in front of guests, but are required to stand in a guest's presence and greet them immediately, warmly and pleasantly. For the first two days of my stay at this hotel I did not see one standing employee at the front desk unless they needed to stand to point something out on a printout, but was ignored by multiple instances of young girls who were sitting at the desk, obviously too tied up in their cellphones to bother with the guest that just walked in the door. I got no smiles, no greetings, and only on the second day of my visit did I receive a "have a good day" thrown at my back by a front desk clerk who was, of course, sitting down and ignoring me for the 20 feet I walked by her. Her phone call was apparently more important than the customers. Again, this reflects poorly on the management of this team. IHG has standards for a reason. This review is one of those reasons. On my second day at this hotel, after being rudely awakened by the housekeeping staff, I got dressed and noticed some shouting in the hallway. Is there a fight going on outside? What is all this racket at 8:30 am in a hotel such as this? It turns out that it was just the hotel housekeeping staff screeching at each other down the hallways expecting that everyone in the hotel should be awake since they were. This is an issue I don't deal with very well. My opinion shifted downward even further. Housekeeping should not be shouting from one end of the hallway to another unless there's a fire to put out. When I opened my door I was greeted by a housekeeper with a cellphone blaring rap music as she went about her business, as if this were okay. It's not the fact that it was rap music (I'm just being pointedly honest about what I witnessed), it's the fact that she was blaring ANY music on her hip through her cellphone that I could hear in MY room before I opened the door. And she was two doors down. Again, no greeting, no smile, nothing but the feeling that they wish I would leave so they could do their job and go home. On my way down to the first floor to have a cigarette I entered the elevator and noticed that some tiles in the elevator were not only loose, but disheveled, out of their place. This is a safety hazard. I wanted to point this out to the manager on duty so they could fix the issue so I went to the desk and asked for a manager. The girl at the desk hopped out of her seat (for the first time) and got the General Manager. Enter Steve, the General Manager. I simply advised Steve that the tiles in the elevator were a safety risk and he responded "Yeah, I know" and seemed to show no concern whatsoever for the problem at hand. He attempted to argue with me that he had already had a complaint (and done nothing about it as yet) and I simply walked away saying "I'm just letting you know". I did not want to argue about whether it was a safety issue or not, knowing it was and it could have a profound impact on the future of the hotel should one of these "complainers" (aforementioned) happen to walk into such a delightfully tempting situation for a lawsuit. I was just trying to be helpful and he seemed to give about -0.0001 hoots about it. Okay, so I moved on with my business outside with the feeling that the General Manager either didn't know what was going on or simply didn't care. After letting Steve know about the elevator issue they posted a sign that the elevator was out of service. The very next time I tried to go down the elevator (from the 4th floor) the bad elevator opened and was cordoned off as out of service. This meant he left it in service, but taped it off so nobody could use it. I had to take the stairs to the first floor to get downstairs since the serviceable elevator wasn't coming to get me since the bad one did. What a bother. So we put up with this treatment until that second evening when my wife went by the front desk and noticed them smirking at her and whispering among themselves, without standing or greeting her. My wife spoke up to them, knowing first-hand the rules of IHG and suggested they not sit in front of customers and they should probably greet a customer and maybe afford a smile when they walk by, if not a greeting. The girl at the desk said "You've done nothing but complain since you arrived, maybe you should check out and go somewhere else!" NOTE to any employees of any hotel reading this review: This is not what you say to a guest, EVER. My wife dressed her down right there at the desk about IHG policy and procedures and demanded an apology, which she got on the spot (the first apology either of us had received since arriving) and the guest "service" agent quieted as my wife came back to the room. Several minutes later we decided to just go out and do something with the kids during our short stay together and we were greeted in the hallway by the General Manager, Steve, and what I presume is his Assistant General Manager, Nikki (who responds to these reviews here on Trip Advisor). Steve was coming to bother us in our room to determine why my wife would have gotten so upset at his staff in the lobby instead of being on the lookout for us to enter the lobby on our own time. Apparently his time is more valuable than the guests' time in his hotel (and he didn't bother to phone the room first). So let the drama commence, right in the hallway for all guests on the floor to hear... My wife (a very experienced and successful hotel manager herself) explained the situation to him. Steve admitted that HE, himself, made the decision to let his staff sit in front of customers (to the hotel's detriment) and laid it all out right there. In the hallway. Where other guests could hear it. Without regard to their privacy or perhaps any quietude during their stay. Get the picture? If it were within my power I would call down a QA inspection of this hotel immediately, without advance notice, and let them lose their flag. This property is not deserving of the Holiday Inn brand. My opinion is that Steve is burned out on the business and/or the hotel owners simply do not care for it anymore. My recommendation is that they switch flags immediately to one that does not have the high standards that Holiday Inn has for their flag. We did not seek concessions. We sought corrections which I have no faith will be given to the staff. The light at the end of this review.... Kimberly is excellent with customers, bending over backwards and going out of her way and is probably single-handedly responsible for any good reviews this hotel has received. Nikki (sp?) deserves credit for trying her best as a young management employee trying her best to soothe the ails of this hotel, yet she may be in over her head. Steve finally did "warm up" to us but it was far too late at that point to deny this review of events as they happened. The front desk staff is there to set the tone with EVERY guest as they enter the hotel and deal with each guest as they experience issues, apologizing when something goes wrong. They failed and, in my opinion, this reflects poorly on Steve, the General Manager of this hotel, and nobody else but the other staff who do not care.