The Whitley, a Luxury Collection Hotel, Atlanta Buckhead

Christopher and Shante have been the absolute best bartenders at The Whitley. Their service is exceptional, warm, and attentive every single time. We rang in the New Year here and are even enjoying New Year’s breakfast with them — truly an amazing experience!”

I’ve tried to get into contact with the hotel directly about my experience via their guest hotline and via the Amex FHR survey, but I never heard back. They also initially charged me the full amount without applying any FHR discounts or benefits, and I had to call to get it corrected. Extremely disappointing stay for what is supposed to be a 5 star hotel, and not a great first experience with the Amex Fine Hotels & Resorts program. This was my first time using Amex FHR through my Platinum card, and my girlfriend and I were excited for a staycation at The Whitley. Unfortunately, the experience felt no different from the 3 star hotels I’ve stayed in, and in several ways it was worse. Check-in was unfriendly. The woman who checked us in didn’t greet us warmly and didn’t set the tone you’d expect for a higher-end hotel. The biggest issue was with the FHR dining credit. The online ordering system didn’t work at all on either of our phones, whether through the Marriott Bonvoy app or the browser. We tried ordering by phone and planned our meal carefully so the total would come out to around 115 dollars after tax and tip. Instead, we were shocked to receive a 180 dollar bill. Nothing on the menu mentioned a 25 percent service fee, a delivery fee, plus an expected tip on top of all of that. None of these charges were explained to us over the phone and no total was provided before the order was placed. We ended up paying almost 50 percent more than the price of the actual food. The lack of transparency was extremely disappointing for a hotel in this category. We also asked for a robe that never arrived, and nobody followed up. The pool deck was messy, with empty bottles, socks, and towels around. Breakfast the next morning was another problem. At 10:15 am we were told there would be an hour wait for the a la carte menu, but the buffet could seat us immediately. The buffet is nearly 40 dollars per person, but the FHR benefit only covers up to 30 dollars per person. During check-in, it had been described to us as if breakfast for two was included, so I went to the front desk to clarify. The response I got was surprisingly rude. After I asked a simple question, the employee said, “I don’t have time for this, let’s just skip all the back and forth.” I also heard her coworker say something along the lines of, “He’s just trying to get you to get him free stuff.”, which is absolutely crazy to say. Instead of explaining anything, she handed me a card for a complimentary buffet for two, but did so in a tone and attitude that made it clear she didn’t want to deal with it. My girlfriend also spoke with her separately and had a similarly dismissive interaction. This was shocking behavior for a supposed 5 star hotel. To be fair, the bellhops and restaurant staff were genuinely kind and helpful throughout our stay. Yehulla in the restaurant in particular was incredibly sweet and welcoming. They were the highlight of the service experience. Overall, though, the stay was far below expectations. For a 5 star hotel and for an Amex FHR property, the service quality, lack of transparency, and unprofessional front desk interactions made this a very disappointing stay.

My wife and I just wrapped up a two-night staycation at The Whitley Hotel Atlanta, and it was an amazing experience from start to finish. The hotel is beautifully decorated, elegant, and instantly welcoming the moment you walk in. The location is a huge plus. The hotel is within walking distance to Lenox Square, Phipps Plaza, and plenty of great restaurants, which made it easy to explore without needing a car. Every staff member we interacted with was helpful and professional, which really elevated the stay. We had breakfast at the hotel restaurant both mornings and it was delicious each time. I also enjoyed drinks at the bar, and the service there was excellent. Our room was clean, cozy, and very spacious. We loved having a well-stocked minibar and fridge, which was very convenient. The personal touches stood out as well, especially the welcome letter and complimentary bottle of wine waiting for us in the room. We used the valet service during our stay, which was smooth and easy, but self-parking is also available if you prefer that option. If you are looking for a relaxing, upscale staycation in Atlanta, this is a great choice. It is also a perfect hotel for maximizing Amex Platinum perks.

The staff here are incredible! Everyone I interacted with was friendly and helpful. They truly go above and beyond. It’s so refreshing! I travel every week for work and this is a true gem. From the moment I walked in, the hotel is stunning and beautifully decorated for the holidays. I didn’t get the name of he gentleman who checked me in but he was very friendly and a ray of sunshine. LJ and Jasmine also stood out during my stay with above and beyond customer service. The rooms are very well maintained. I love the luxury bath products. My favorite part was the gym- I used both the peloton and the rower but there were many other machines, plenty of weights and it was super spacious. The beautiful indoor pool gets awesome sunshine. The valet staff were very nice, although I did not use the valet. The proximity to shopping made my last Christmas shopping very convenient. I stayed here many years ago and look forward to returning.

We usually don't review hotels if we don't have anything nice to say, but we do have something nice to say (the hotel has pros)...My wife and I are very well traveled, and we choose 5 star hotels when staying for at least a week. Therefore, we want to feel as comfortable as possible since we are away from home. Well, this is the worst 5 star hotel I have ever stayed in. While I don't think you should completely write it off, consider these things, which indicate this is more of a 3 star standard (if not lower): PROS: * Nice and approachable staff. They all had patience, even with the shortcomings we observed. * Amex Fine Hotels and Resorts perks were applied properly * Clean lobby * Decent food * Close to any kind of shopping and interests CONS: * Housekeeping is only done upon request between 8AM-5PM. When it's done, just know you will only get your bed made and your trash emptied. No toiletries will be replaced, no sweeping, dusting, or mopping is done. Towels and washcloths are replaced upon request as well. * Failure to thoroughly read in-room dining orders and the QR code isn't reliable * Failure to notify customers of short staffing in advance. This will help a customer decide if they want to relocate to a more equipped hotel, especially when being away from home during the holidays. * Failure to execute valet process properly (no matter the day and time). When calling in advance for your car, you still wait because the valet team asks to see your ticket AGAIN and then they initiate retrieving the car. This defeats the purpose of calling in advance to help the flow of loading/unloading hotel traffic. * Coffee is only available in a central lobby location, not in rooms. I think you can request a coffee maker, but if you can request one, then it may be more effective to ask guests if they would like one upon check-in. * Room service wait is 1 hour after placing your order, which is the slowest I've seen. However, the food is decent. * No turn-down service * Ice buckets are in rooms for guests to get their own ice, which isn't a problem unless the hotel is considered a 5 star * Window dressings in the rooms are not well maintained. They do not glide with ease, so maybe updating those would be 5 star standard * The HVAC made load noises all day like a jet was taking off * The lock chain on the door wasn't properly secured to the wall All in all, we had an acceptable stay, but this isn't in the Fine Hotels and Resorts standard we've witnessed in the past. We would stay here again since we know how to manage our expectations. However, I wouldn't recommend it to someone who prefers 5 star hotel quality.