Embassy Suites by Hilton Raleigh Durham Research Triangle

Our quarterly meeting was scheduled for the Embassy Suites in Cary. The front desk staff were very helpful. The room was clean and comfortable. The breakfast offerings were pretty good. The evening social seemed to be enjoyed by everyone. The conference rooms were spacious and allowed for a good meeting. Overall, not a bad couple of days in Cary.

Horrible experience! The Embassy Suites hosted multiple youth hockey league teams that were out of control -- running around on all 9 floors of the hotel, riding the elevators up and down in groups playing tag, yelling outside rooms, bumping into people. The noise was audible throughout the hotel and the staff gave up trying to control them. The management gave no consideration to how other guests would be impacted. And after spending much of the day driving to Cary, NC, my family and I had to spend the afternoon/night trying to rest surrounded by chaos. I have never been so appalled by negligent parents and staff. Will never stay here again!

Currently staying here. Woke up at 1am covered in sweat to discover the room I set at 65 was now 72. I assumed it was the motion sensor but the room got up to 75 before the unit displayed an error code. Front desk came and tried to open the window which they couldn’t do. I was moved to a new room I was ensured worked. Their idea of working was cracking a window 2 inches and turning off the HVAC. When I turned it on it’s only putting out heat and the room when from 75 to 78 quickly. Called the front desk again and asked if the building was only putting out heat and was told no the AC was running. I asked for a fan. It’s now 30 minutes later, no fan, no update and still sweating.

My first experience happened before I even arrived. I called the hotel to get information on my reservation and I spoke to Angii who asked to place me on a brief hold. When I call a place of business I always introduce myself - out of habit & professionalism. In all my experiences I have never had someone call me by name, it is always what’s your name again? Which I’m guilty of too, well when Angii returned to the phone & called me by name I was in shock to say the least. I asked her how did she know my name (because it’s not on my caller id). She explained that she had written my name down. After I got past that she patiently answered all my questions. I was traveling with family and when they needed something from the front desk I told them to ask for Angii. A job can be taught but customer service is a part of your personality. Thanks again Angii, oh and the rooms are very nice and well lit with the natural sunlight.

This is a letter I wrote to Hilton guest correspondence services and even this has not been responded to. HORRIBLE customer service to not address a theft, PROBABLY BY STAFF at their hotel!! To Whom It May Concern, I was given this address when I contacted Hilton Customer Service regarding a stolen item, and the total lack of response by the Embassy Suites staff and Management. My wife and I checked in on Saturday, Nov. 2, 2024 to the Embassy Suites, Cary, Research Triangle Hotel. We stayed one night and checked out the next morning – Sunday Nov. 3, 2024. We were attending a wedding at the Umstead hotel nearby. We left our 4 bags and our son left 2 bags with the front desk to hold for us. (Knowing I was leaving my bag, I previously and specifically put my 2 week old, Apple airpod Pro2 earbud set deep in my backpack under other things, rather than my usual, easily accessible storage pocket.) Up until this point we were very satisfied with the hotel, its staff and service, including their helpfulness. Upon returning to the hotel, we gathered our bags. I noticed that they were moved from behind the front desk to an alcove near the front doors. We then got onto the shuttle to the airport, when, while on the way to the airport, I searched for my airpods. When I did not find it, I immediately opened the FindMy app on my iphone and saw they were moving locations. I followed for a while, when they settled and stayed at 502 or 501 Reed St., Cary, NC. I took Screen shots of this with time stamps. They stayed at that location ever since, likely they were re-provisioned by whoever took them, and that location will not change. When I got to the airport I called the hotel and spoke to the front desk. They denied the possibility of them being stolen and said I must have dropped them/lost them. I told them my specific effort to try and decrease the likelihood of being stolen, as well as informing them of the location of the airpods using FindMy, so they forwarded me to the manager. The manager forwarded me to the GM, who was not there for the weekend, so I left a voice mail. I did not hear from the GM on Monday. I called again on Tuesday and spoke to the manager, who forwarded me again to the GM, who was not there, and I left another voicemail. Having not heard back from anyone, I pursued contacting Hilton customer service. I still have gotten no call or reply from the Embassy Suites GM or any other staff regarding this matter. This is exceedingly poor customer service, trying to avoid an unpleasant situation. I made the wedding family, who also stayed at the same hotel for several days, aware of what happened. They too are disappointed with the hotel’s lack of response, and since their son and his wife live nearby, I assume this will affect where they stay when visiting. I have attached screen shots of the FindMy map showing the location of the airpods as well as the hotel folio from my stay. I look forward to a reply from the Hilton Customer Service Team regarding this matter.