Kimpton Overland Hotel - Atlanta Airport by IHG

I chose the Kimpton Overland because it markets itself as a luxury boutique hotel with advanced technology and 24/7 airport shuttle service to and from Hartsfield-Jackson Atlanta International Airport. Unfortunately, my experience fell far short of those expectations.

Upon arriving at the airport, I requested a shuttle through the hotel’s app, which indicated that a shuttle would arrive within 15–30 minutes. After waiting nearly 30 minutes with no update, I contacted the Front Desk and was informed that the shuttle service was unavailable.

I then had to pay more than $30 for an Uber to the hotel. When I arrived, I was told that the shuttle had actually been unavailable for over a week — yet this information was not communicated through the app, website, or booking process. The shuttle service remained advertised as an available amenity and was one of the main reasons I selected this hotel. I was also told that the shuttle was still being used for local transportation and airport drop-offs, making the lack of airport pickup availability even more confusing.

What was most disappointing was the lack of concern from the Front Desk. Terri was dismissive of my concerns, no manager was available, and I was not provided with a manager’s name or contact information for follow-up.

For a property associated with the Kimpton and IHG brands, I expected better communication, accountability, and guest service. Continuing to advertise 24/7 airport shuttle service while it is unavailable creates a frustrating experience for guests who make their hotel selection based on those advertised amenities.

I hope management addresses this issue, updates their communication with guests, and ensures that advertised services accurately reflect what is actually available.

Terri was extremely helpful in explaining all the services and amenities of the hotel. Also, finding an upgrade to accommodate our stay at the last minute.

I really wanted to like this hotel because the staff was genuinely kind and welcoming. Terri, in particular, went above and beyond to help us throughout our stay, and I truly appreciated her professionalism and customer service.

Unfortunately, the hotel itself was a huge disappointment. The first thing I’d warn future guests about is the room layout. The bathroom is essentially open to the room, with very little privacy when getting in and out of the shower. It felt awkward and, in my opinion, is a strange design choice that couples or families should be aware of before booking.

Even worse, when we first arrived, my son went to take a shower and discovered a used period pad stuck to the shower wall. It was absolutely disgusting and immediately made us question the cleanliness of the room. We contacted the front desk, and they promptly moved us to another room, which we appreciated. However, the replacement room had its own problems—the lights didn’t work properly, the room was extremely hot, and the bed was one of the most uncomfortable hotel beds I’ve slept on.

While I have nothing but positive things to say about the staff, especially Terri, the hotel simply doesn’t justify its price. Between the poor housekeeping, maintenance issues, uncomfortable bed, and the awkward bathroom design, this stay fell far below expectations. I would not stay here again and would encourage future guests to consider these issues before booking.

This property has no business being affiliated with the Kimpton brand. I booked it last night after a cancelled flight, and was assured by the person I spoke with over the phone that a shuttle makes regular pick-ups at the domestic terminal at ATL. I waited for an hour, calling back twice during that time, and was assured over and again that a shuttle would be there any minute. I gave up and finally took a cab to the hotel, where the solo check-in clerk, who was slowly checking in four parties at a messy kiosk that had maintenance equipment like tools and step ladder cluttered behind it, admitted that there actually is NO SHUTTLE. The Kimpton team either lied to me, or has no idea about something as basic as a shuttle at an AIRPORT hotel. The room was useless -- travelling with family, and there is no private bathroom. The toilet is in a tiny closet by itself, then there's a sink, and the shower is open to the whole room so you have to stand there naked while you towel off. The elevator was broken this morning and I had to call down to the front desk to have it release. I was offered free breakfast, which was useless because I left for the airport at 5 AM. This place is a fleabag and a dump, with staff who do not know what they're doing.

Close to airport
Shuttle published don’t work
Reception arrived waited 10min to attendant to show, no apology , no response to complaint.
Room mediocre - not a 4 star property as published
AC noise. not expected in high class hotel.

My wife and I chose this for an international layover in Atlanta. They advertise shuttle pickup from the airport (main key for a airport hotel and our layover), we called and were told they weren't allowed to pick up from the airport (WTF) had to take a $27 uber ride.

Another reason we chose this hotel was for the advertised rooftop bar. Well the 'bar' no longer exists. Its a blank shell now. We were able to buy extremely overpriced drinks from the restaurant downstairs and take them up to the rooftop patio. Getting to watch the planes fly in was actually really cool and the reason I gave the second star. The hotel feels like its trying hard to be nice but falls short on key elements for an airport hotel.

My bed in room #408 June 27th 2026.
This is extremely unacceptable.

Beautiful quiet room overlooking Porsche Experience track. Comfortable bed, Nice TV, Nespesso coffee , Fridge and Microwave. Great location. Above average for airport hotel. Restaurant had great food.

We’ve stayed at IHG hotels dozens of times and we’ve never had a bad experience until our recent stay at Kimpton Overland Hotel Atlanta Airport.

We chose this hotel for a couple reasons. First, its close location to the international terminal at the Atlanta airport and its ADVERTISED park and go option with 24/7 shuttle service. Therefore, we chose and paid for the “park and go” package so that we could stay one night and then get shuttled to the airport the next morning, with intent to return the same way three days later to pick up our car.

Upon arrival, we were told “oh yeah the shuttle is really easy and fast, just come down in the morning and we will have the shuttle ready for you in 15 minutes.” GREAT, right?? Wrong. We arrived downstairs in the morning only to be told the shuttle was not running and to “get an Uber.” We did that and made it to the airport. We decided to worry about the extra expense upon returning to the hotel.

Well, upon returning three days later, we called the hotel for our shuttle pick-up (as we were told to do) and AGAIN we’re told “the shuttle is not running- figure out a ride back to the hotel.” This was yet another added, unexpected expense as well as an hour wait for an Uber late at night.

I thought surely hotel management would help me resolve this problem since they advertise shuttle service and due to the fact that we paid for the park and go package. Unfortunately, I was very wrong. I took my concerns all the way up to the general manager who told me- “we aren’t compensating for the shuttle- it’s free to our guests.” Clearly they do not care about customer service- this could have been resolved very easily by offering us a very small goodwill compensation to at least cover our added expenses that were a direct result of them not fulfilling what they advertise on their site.

Second, although the least of my concerns from this stay, my husband and I greatly looked forward to relaxing at the rooftop bar which is advertised as one of the best amenities at the hotel. Unfortunately, upon arrival, we walked up to the rooftop only to find there was a club-style private mixer party occupying the space. We were unable to use it at all. We were not the only guests voicing disappointment over this that evening.

For a hotel that cost us nearly $300 for the night (not including our added Uber expenses), we are extremely disappointed. Again, there is a complete lack of customer service as this could have been handled quickly and efficiently with an apology for the inconvenience/ added fees and some sort of small compensation. Instead, no apology was offered from management at the hotel, nor any sort of compensation for the Uber costs.

I will absolutely not stay at this hotel again. Your stay may end up being great here, but I would absolutely not risk having to deal with this management team should your stay not meet your expectations.

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Terri at the front desk is such a darling. She is always smiling and welcoming you with a big. How are you doing.
Never been disappointed with the service, the rooms location, the quietness and the food.
This is my favorite place to stay whenever I’m in Atlanta

Everything is well.explained above!

Great reception and welcome from Terri and the front desk crew, job well done 👍

pulizia e confort