Best Western Atlanta Cumberland/Galleria Hotel

United States , Atlanta - GA
Smyrna, 1200 Winchester Parkway S.E.
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100 reviews shown

8/10

Excellent

27 Apr 2026

Rolando

Clean room

Self

2/10

Poor

26 Apr 2026

Roldy

No good

2/10

Poor

24 Apr 2026

Aunjeanette

We paid to stay for the week. The room was not clean. The staff was not friendly.
We checked into the hotel, but the room was not ready for guests. Turned in our keys the same day.
Difficult to reach the hotel by phone.

Self

10/10

Exceptional

22 Apr 2026

Glenn

Perfect accommodation

10/10

Exceptional

20 Apr 2026

Jennifer

Clean and well stocked with towels,and coffee maker, etcetera.. Staff was attentive and helpful. Only drawback was weak WiFi. Otherwise excellent

Partner

4/10

Poor

20 Apr 2026

Jane

Parking was great.
The front desk got us checked in quickly.
The building and rooms are old. The carpets need to be changed and there is general wear and tear all over. Ex: stains on the chair in our room.
The springs in our bed poked up and made noises when we rolled over.
The breakfast was okay. The coffee is very weak.

Friends_and_family Family

4/10

Poor

19 Apr 2026

Alicia

We won't be back. It felt as though our room was not ready to be rented out yet. There was no shower curtain or iron, no trash can, no in room coffee machine( we had tea bags, coffee and cups) the refrigerator had no shelving, the brand new s.art tv was not programmed (the fresh out the box setup was no completed), the air conditioner stopped working. There were not enough washcloths or towels in the room and also none available (they were all in the laundry), the bathroom sink some type of clog bc it to forever ro drain. The elevator had an odor as well as the hallways.
We were able to get a shower curtain and iron from the front desk, however, my husband had to out and purchase extra towels and washcloths.
The beds were clean and comfy. Overall the room was clean but the bathroom could've used some work ( I bring my own cleaning kit for this reason).
The staff was super friendly but for a recently remodeled property it still needs some work. The lobby was clean but the elevator and halls need cleaning.
Parking was fine. Breakfast was a typical continental breakfast.
Overall it was tolerable and we made it work for 1 night. But we will not return.

Family_with_children

2/10

Poor

19 Apr 2026

Elona

rooms were dirty and had a bad smell

2/10

Poor

18 Apr 2026

Kathryn

I booked through Expedia and was charged an additional $50 for a “deposit” that I was told I would get back upon check out. I never got the $50 back! Be careful of additional charges at check in!!

10/10

Exceptional

17 Apr 2026

Pedro

Excelente servicio recomendable 💯

Friends_and_family Friends

4/10

Poor

17 Apr 2026

Kathryn

Housekeeping didn’t come. When I asked for towels, I didn't get them. Phone didn't work to call front desk. Room dirty and smelly- cockroach! Pool wasn’t opened or ready for use. Shower and sink both clogged/ didn’t drain well. Wifi didn’t work well at all. Usually Best Westerns are great but this one was disappointing.

Friends

8/10

Excellent

16 Apr 2026

Jami

A clean, safe, and accessible place to rest

Partner

10/10

Exceptional

12 Apr 2026

Robby

Awesome staff

Self

10/10

Exceptional

12 Apr 2026

Joy

The hotel was clean and nice the stuff was great the breakfast on a scale from 1 to 10 i give it a 4 and the lady that serve the Breakfast she in the wrong place of work she need to work for the police or security for the hotel parking was great thank you

Family_with_children

2/10

Poor

11 Apr 2026

Robert

This place should be condemned the people that work in have no pride and they seem to let homeless people wonder around in the building banging on peoples doors wanting into your room worse place I have stayed in yet

Partner

4/10

Poor

06 Apr 2026

Chianta

Property was nothing like described… rooms not fully cleaned… WiFi didn’t work the entire 4 days we stayed… hallways smelled of mold… evening staff nowhere to be found on several occasions… ac kept cutting off

Family_with_children

6/10

Pleasant

05 Apr 2026

Susan

The shower didn’t drain and wasn’t clean. The shampoo and conditioner bottles were not full. The refrigerator did not cool properly.

Business

6/10

Pleasant

02 Apr 2026

kimberly

Yes

Self

2/10

Poor

02 Apr 2026

JEANNINE

I’ve never written a bad review, but this hotel was very very disappointing. After a long day of travel (due to a connecting flight issues) we got to the hotel around 10pm, only to be told they were unable to check us in due to them not knowing if they would have a room for us or not as they had overbooked the hotel. When I asked how this is possible as we had a reservation that had been paid for months earlier, we were told “yeah well so do all these people waiting in the lobby” “we can wait if we want to” as they as “housekeeping” was still cleaning “possible rooms” at 11pm. We waited for an hour, when I finally reached out to Expedia, who contacted the hotel, only to be told they had no available rooms for us. Mind you, we’re sitting in the lobby, directly in front of the check in desk, and was never talked to or told anything, they sat there and watched us knowing we were there for a room, the front desk staff was never apologetic or made any attempt to fix their wrong doing, as clearly overbooking their rooms by 10+ people was not a big deal to them. We wasted an hour and a half waiting for nothing. By this time it was 11:30pm and all surrounding hotels had been booked. Luckily Expedia was able to find a hotel for us, although it was about 30 mins from where we were. The fact that the staff watched us, and never acknowledging the issue, nor attempt to correct the situation is enough for me to say I will never book there again.

Partner

10/10

Exceptional

30 Mar 2026

Nakai

Great stay!

10/10

Exceptional

28 Mar 2026

Heather

Room was clean, staff was nice and polite
. We needed more towels and they got them to us quickly and manager even texted to be sure I got them.

Friends_and_family Friends

6/10

Pleasant

28 Mar 2026

William

I was preparing for worse because of all the negative reviews. Had two issues, the music in the lobby area is way too loud. And the breakfast offerings were week, plus they stop at 9, to me hotels should go to at least 930 or 10

Self

6/10

Pleasant

27 Mar 2026

Kiana

Clean rooms their market store didn’t have any distilled water for my CPAP. However, the front desk did contact the local gas stations and or stores to see who did have it. The front side parking lot is small and confusing and doesn’t have a exit

Friends_and_family Family

2/10

Poor

25 Mar 2026

Neal

The front desk told me on arrival my suite was still being prepared, after waiting over 3 hours, I was told there were no suites available after all. I was given a regular room, with a broken door, which I was glad to shut after seeing how terrible the hallways were being kept, but had to be let back in my room manually with a master key through my weekend. In my last morning, the door stopped working at all and I was stuck in my downgraded room, for hours. The entire operation is incompetent.

Partner

10/10

Exceptional

25 Mar 2026

Lakysha

Very clean
Very good customer service and care

2/10

Poor

23 Mar 2026

Doniyor

I booked a room at Best Western through Expedia after a 12‑hour drive with my family, and the experience was a complete mess. When I arrived, the hotel told me the room I reserved — with two beds — wasn’t available. Their only option was to put me and my three kids in one bed. Even when I asked for extra beds or just sheets so my kids could sleep on the floor, the front desk couldn’t give a straight answer.

While I was dealing with this, another guest was checked into a room that was already occupied. Total chaos. I asked to see the only room they claimed was left, and it wasn’t even cleaned.

What made it worse is that while they told me they were sold out, they were still selling rooms online. Completely unacceptable and misleading.

I ended up spending another 1.5 hours on the phone with Expedia trying to find a different hotel in the middle of the night. Based on how the front desk handled everything, it’s clear this isn’t the first time this property has had issues.

Unprofessional, disorganized, and zero customer service.

Family_with_children

2/10

Poor

22 Mar 2026

Harriet

The pictures that’s on the website looks very nice in person hotel is terrible.

Family_with_children

4/10

Poor

18 Mar 2026

Brian

TV didn't went out, shower stopped up,key card wouldn't work sad place going down

Self

2/10

Poor

15 Mar 2026

carol

I had a terrible experience. When I checked in, they gave me a room that was already occupied with someone inside. After that, they moved me to another room where the toilet didn’t work. The hotel looks nothing like the photos on Expedia.

I told the person at the front desk that I was leaving and contacted Expedia to cancel the reservation. I did not stay at the hotel and I did not use the room, yet I was still charged for the reservation even after explaining all the issues I experienced.

Very disappointing experience. The staff was unhelpful, the hotel conditions were poor, and Expedia’s customer service was also extremely disappointing.

Partner

2/10

Poor

14 Mar 2026

Gabriella

If you have the opportunity to NOT go here, take it! It took us an hour to check in & the staff didn’t know which rooms were vacant or clean. The women in line in-front of me were sent to a room with someone sleeping inside. The rooms were not remotely. Also the beds were horrible, not just hotel bad; horrible.

Friends

2/10

Poor

10 Mar 2026

Fiera

Bed bugs, stay away!!!

Friends_and_family Family

2/10

Poor

10 Mar 2026

Keiyana

***WARNING *** PLEASE DO NOT CONSIDER STAYING HERE. THIS IS THE WORSE HOTEL I’VE EVER EXPERIENCED! The site says the hotel was renovated and the only thing that’s renovated is the lobby. When I checked in, they didn’t have the room I booked available so I took what they had. Get to the room and I was disgusted. The sheets were dirty, the chair and foot stool had stained spots all over it, the sheets weren’t even clean. I sprayed Lysol everywhere and still wasn’t comfortable. I basically slept sitting up. I would have much rather slept in the car that’s how horrible it was. I would NEVER STAY HERE AGAIN!

2/10

Poor

09 Mar 2026

Karlos

The internet never connected

2/10

Poor

08 Mar 2026

Jennifer

There was no internet

Family_with_children

6/10

Pleasant

07 Mar 2026

Madeline

Room was okay, WiFi went out but not their fault storms fault, staff was super nice tho

Family_with_children

2/10

Poor

06 Mar 2026

Tia

After paying for the room the front desk said there were no rooms available. She said she would work with Hotel.com to give a refund. However, Hotel.com was unable to reach anyone at the hotel. There were at least two other families turned away for the same reason while I was there.

Friends_and_family Family

10/10

Exceptional

03 Mar 2026

Bryant

Great front desk Attendant and the room was clean.

Self

2/10

Poor

02 Mar 2026

Andre

Internet service sporadic. More off than on

Partner

10/10

Exceptional

28 Feb 2026

Madison

It was very nice

Partner

6/10

Pleasant

24 Feb 2026

ariyanna

service was good, but you’re getting wait you pay for. all of my towels had all types of hair, shower wouldn’t drain while showering.

6/10

Pleasant

22 Feb 2026

Eunice

Unfortunately my stay was not up to the standard I came to expect.

1. My room was not clean (as in hairs in the bed)

And the new Breakfast attendant has an off putting attitude as if she’s doing guests a favor to do her job.

It wasn’t this way before. I’m considering another property for future stays based on this experience.

2/10

Poor

17 Feb 2026

Mengxu

Staff took over 20 mins to check me in while she was on the phone and didn’t have any explanation.

Room’s sink was clogged and one of the beds was dented.

Overall it was not a good experience.

6/10

Pleasant

16 Feb 2026

Terrance

The room was in ok condition but had an issue the whole weekend trying to get into the room. Had to go to the front desk multiple times because the key card wasnt working

Leisure Partner

8/10

Excellent

10 Feb 2026

Antonio

Everything was good

Self

4/10

Poor

03 Feb 2026

Scott

Room was very dirty including hair in shower clogging drain. Toilet not cleaned. Towels were dirty. WiFi did not work. Was fine for a place to sleep but otherwise very poor.

Business Self

10/10

Exceptional

24 Jan 2026

Donnie

for the price and how the hotal was.. it's a win.. clean and quiet

10/10

Exceptional

22 Jan 2026

Eunice

My go-to property when I stay in Atlanta. It’s reasonably priced, clean, quiet and the staff is friendly. They have a solid selection of breakfast including non-port meat and waffles. The gym is clean and the treadmill helps you get your blood circulating to start the day.

6/10

Pleasant

22 Jan 2026

Emanuel

Breakfast time needs to be clarified and the rooms should look like the brochure but it was clean.

8/10

Excellent

20 Jan 2026

Calbert

Nice environment, helpful,accommodating staff, and everyday breakfast was nice

Business Self

8/10

Excellent

18 Jan 2026

Alexis

Staff were very friendly and helpful. They were having some issues with room keys not working in quite a few rooms and they had multiple staff members walking with other customers to their rooms to make sure everything was fine. When I looked up the Google reviews for this hotel, they weren't that great, but I saw all of the reviews on hotels.com were fairly nice so I was really confused. I stayed here for two nights and the area was pretty nice. It felt safe and the rooms and overall hotel clean and nice.

Self

2/10

Poor

18 Jan 2026

Michelle

Room was dirty, no heat in our room, roaches in the hallways, cigarette burns all over the bedding, very loud, smelled of cigarette smoke, toilet didn’t work. Staff refused to help fix anything or change our room.

Leisure Family

6/10

Pleasant

13 Jan 2026

Dorothy

My first room on the 2nd (basement) floor was unsatisfactory all around. The only thing that works properly on the 2nd level are door lockes and the ice machine. I requested a room change and the next day, my room on the Lobby level floor was great.

Leisure Family

4/10

Poor

12 Jan 2026

Tonya

I had an issue with my TV and the internet I called the front desk over 5 times with no answer. Finally had to use my own internet to connect to tv to have it work. No one was helpful at all. Elevator also was out of order. Wouldn’t be staying again or recommending to anyone else.

Leisure Partner

10/10

Exceptional

10 Jan 2026

Jaime

Nice and quick stay

10/10

Exceptional

09 Jan 2026

Michelle

Great

Friends_and_family Friends

6/10

Pleasant

03 Jan 2026

Carolyn

Good location, very friendly staff who tried their best but it was difficult.
People parked at the front door and constantly blocked the entrance, which is inconvenient but also a fire hazard. The number of times I sat waiting for people to move so I could get into the parking was crazy.
The WiFi wasn't consistent, you have to keep logging in even when youre using it oftentimes it drops out; even happened with the TV 🙄

10/10

Exceptional

01 Jan 2026

Briana

Yes

2/10

Poor

29 Dec 2025

Christopher

Bugs were seen around elevator. The breakfast was not good. My wife had allergies and couldn’t eat anything. The coffee was run down and tasted like water. The sink would clog with water. The tv would sign it self out consistently.

Family_with_children

8/10

Excellent

29 Dec 2025

Brian

Nice room big TV

Business Friends

2/10

Poor

29 Dec 2025

Dontane

Terrible

10/10

Exceptional

27 Dec 2025

Veena

Great experience

Family

8/10

Excellent

25 Dec 2025

Charles

No the Breakfast with the Bacon nice

8/10

Excellent

22 Dec 2025

Charles

Yes

8/10

Excellent

22 Dec 2025

Charles

Yes

8/10

Excellent

22 Dec 2025

Charles

Yes

8/10

Excellent

21 Dec 2025

Charles

Bed not made up on some days staff was good

4/10

Poor

21 Dec 2025

Jacob

Ac Unit wasn’t working. Toilet runs constantly, smelt like weed in the hallway on the 4th floor. Poor maintenance in the hotel. Hotel’s food wasn’t good at all.

Leisure Partner

10/10

Exceptional

19 Dec 2025

Eunice

Great experience start to finish

8/10

Excellent

19 Dec 2025

Charles

Staff was great

8/10

Excellent

18 Dec 2025

Stephen

The staff is incredible! Warm, friendly, and super nice. Our room with 2 queen beds was extremely clean and quiet. Breakfast offers many choices. Coffee available 24/7. Smooth check in and out! Will stay again.

Friends_and_family Family

10/10

Exceptional

16 Dec 2025

KENDRA

The staff was great.

Friends_and_family Family

10/10

Exceptional

16 Dec 2025

Eunice

Love this property it’s my go to for stays in Atlanta

10/10

Exceptional

16 Dec 2025

Eunice

Always clean courteous and respectful. Great breakfast too

10/10

Exceptional

09 Dec 2025

Brianna

Amazing

4/10

Poor

08 Dec 2025

Devin

6/10

Pleasant

05 Dec 2025

Jose Manuel

Strong cigarette smell on a non-smoking room. Great check in experience.

Friends_and_family Family

4/10

Poor

05 Dec 2025

Bruce

We booked a room for a relative for two nights over Thanksgiving. The first night, when the temperature dipped into the 30s, the heat did not work. The staff switched his room, but in that room there was no hot water. He didn't want to cause a scene so he just endured it his entire stay. We were very sorry for him to undergo this, and we are surprised to have this experience with Best Western.

Friends_and_family Family

10/10

Exceptional

04 Dec 2025

Lorinda

The staff was very pleasant. The room met my needs. I would consider staying there again.

Business_and_leisure Partner

2/10

Poor

03 Dec 2025

Sheri

The hotel was terrible. I had to change rooms 3 times during my stay due to basic needs in the bathrooms not working properly. 1st the shower knob didn't turn to allow hot water it didn't even get warm. The second room the water in the sink didn't drain and later that night I came back to get my things from the room turned on the bathroom light there was a roach crawling. With all the hassle I would of preferred to sleep on the floor at my family members home that I was in town visiting than to have spent the amount of money I did staying here

Friends_and_family Family

6/10

Pleasant

30 Nov 2025

Monica

It was OK for an over night stay

Friends_and_family Family

8/10

Excellent

29 Nov 2025

Katharine

The mattresses were a little weird (like creaky) but we slept well enough.

Friends_and_family Family

2/10

Poor

25 Nov 2025

Jkwan

Dried blood/ other stains on covers, sheets, and pillows on both beds. WiFi doesn’t work, shower doesn’t get hot. Overall down right unacceptable!

10/10

Exceptional

24 Nov 2025

Reponsa

Yes

8/10

Excellent

23 Nov 2025

Lawren-Ashleigh

Only issue we had is the a/c would not work.

Friends_and_family Family

8/10

Excellent

23 Nov 2025

Bill

Large room, good beds, good location, free breakfast, nearby restaurants in walking distance

Partner

10/10

Exceptional

19 Nov 2025

Eunice

Yes. Easy check-in kind staff. Clean room and great breakfast

4/10

Poor

19 Nov 2025

KANDICE

We had no tv connection at all .. I went to the front desk to tell the associate and he said he was going to come , he ended up coming a hour later knocking on the door at 10 pm when we just decided to go to sleep because we couldn’t watch tv . No phone in the room either … the phone did not work at all and was unplugged . I plugged up the light and phone and both did not work . Also the water temperature was cold , no hot water

Leisure Family_with_children

8/10

Excellent

18 Nov 2025

Charles

Yes

6/10

Pleasant

17 Nov 2025

Luciana

Don’t like that you have to pay a deposit for using Expedia.

Leisure Family

10/10

Exceptional

17 Nov 2025

Courtney

Convenient, affordable, near all local restaurants, and shopping malls.

Business Friends

10/10

Exceptional

17 Nov 2025

Mwangi

Yes, the room was spotless. The front desk worker was VERY HELPFUL throughout our stay. I would DEFINITELY recommend your hotel to friends.

Business_and_leisure Family

8/10

Excellent

16 Nov 2025

Katelyn

Staff was VERY nice! Shower could have been cleaned a bit better on walls. Wifi could be more reliable. But worth the money for 3 nights.

Leisure Partner

10/10

Exceptional

15 Nov 2025

Broderick

Yes

Business

10/10

Exceptional

14 Nov 2025

Jackie

Always nice rooms are clean

Leisure

2/10

Poor

12 Nov 2025

Johnnie

There is NO consistent WiFi. The television did not work the entire stay because it is TOTALLY dependent upon WiFi which was NOT functioning. Even the WiFi signal for phones and laptops was inconsistent.

6/10

Pleasant

12 Nov 2025

Patricia

I requested an outside room which put me in the old part of the hotel. Room needs an upgrade desperately. No soap or Kleenex. Tv didnt work till I called for help. Fridge leaked all over the floor. On the other hand bed was comfortable. Towels were a good size and fluffy. Desk clerk was most helpful and courteous

Self

4/10

Poor

10 Nov 2025

Ashley

Good luck with a good hot shower they never have hot water

2/10

Poor

08 Nov 2025

tiffany

CR1107337-Rooms 413 & 415. I filed a complaint immediately. Never received a follow up. I wanted to check out soon as I saw the rooms. The room gives you old motel vibes. The King bed/mattress is absolute trash. You can feel the springs in the mattress. Its extremely hard, thin, and you can tell its old and worn. The rooms smells like mildew and cleaning solution. Had to buy air freshener and fabreeze. The bathroom door in 413 barely wants to close. You have to lift and add force. The elevator is old and very small. The elevator inspection card is expired. Sketchy people hanging around at night. Staff rude when we asked for blankets. We have 2 rooms and 3 beds. Yes can we have 3 blankets. The guy says well why and how many people do you have. Why do you have 4 people in your room. Well sir I have 2 rooms. I still only received 2 blankets. The room and bathroom extra Dusty. No hot water in either bathroom sink the first 2 days. Bathroom sink in 413 is leaking all over the floor like enough that we used a bath towel to keep from falling. Front desk never answers the phone. I have photos and videos. This was by far the worst experience ever. We traveled from Chicago to celebrate the life of my sister who died young from Breast Cancer. This trip just added trauma to our already somber situation. I would NEVER book a Best Western again.

Friends_and_family Family

10/10

Exceptional

08 Nov 2025

Ariana

The clean rooms

2/10

Poor

07 Nov 2025

jovonet

Here’s a fuller version closer to 1500 characters (letters and spaces):

⸻

I want to clarify that I never stayed at this property. Prior to my scheduled arrival, I made several phone calls to the hotel in order to confirm my reservation and ask basic questions regarding check-in procedures, safety, and parking. Unfortunately, none of my calls were ever answered, and no one from the hotel ever returned my messages. This complete lack of communication immediately raised red flags for me and made me feel extremely uneasy about showing up to an unfamiliar location with no way to reach anyone on site. Out of genuine concern for my personal safety and peace of mind, I made the decision not to proceed with check-in.

Afterward, I reached out to Hotels.com for assistance, and they also attempted to contact the property multiple times but received no response. It has now been several days with no communication from the hotel at all, which is unacceptable and unprofessional. I paid for a service I was never able to receive, not due to any fault of my own, but because the property was unreachable and failed to provide the most basic level of customer support. For these reasons, I am formally requesting a full refund of the amount I paid. I believe this is completely fair, given that I made every effort to resolve the issue responsibly and safely, yet was left without accommodation or assistance.