Hampton Inn & Suites Raleigh-Durham Airport-Brier Creek
🏨 Hotels & Travel · Raleigh
total experiences
replied on google
Most reported issues
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Experiences
Hotel overbooked rooms and refused a refund for the error.
Business reply on Google
Hello Ashlyn, we're sorry to hear about the challenges you faced during your stay for the wedding. The situation with the overbooking and room mix-up is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (919) 484-0500 to discuss this further. Your feedback is important to us, and we hope to have the chance to serve you better at Hampton Inn & Suites in the future.
Overnight staff were rude and unavailable to assist with check-in
Business reply on Google
Please accept my sincerest apologies for the delay you encountered and, more importantly, for the unprofessional and discourteous service you received. Every guest deserves to be greeted promptly, treated with respect, and made to feel welcome from the moment they arrive. It is clear that we fell well short of those expectations, and I completely understand why this experience was so disappointing. This is not representative of the level of hospitality we strive to provide, nor the standards we hold our team accountable to. We value every guest who chooses to stay with us, and it is especially disappointing to know that this experience has caused you to lose confidence in our hotel. While I understand we cannot undo your experience, I sincerely hope you will consider allowing us the opportunity to restore your trust during a future visit. Your feedback is invaluable and will be used to improve both our service and our guests' experiences. Tara Nelson General Manager
Excessive noise, uncomfortable beds, and poor facility maintenance reported.
Business reply on Google
First and foremost, please accept my sincerest apologies for the numerous issues you experienced, unfortunately, this is the first I'm learning of your concerns. I also regret that you found the beds uncomfortable, further impacting your overall experience. Guest comfort is one of our highest priorities, and I understand how frustrating it must have been to endure a sleepless night due to both the noise and the condition of the bedding. While I understand your frustration and respect your feelings regarding this experience, I hope you will accept my sincere apology for the shortcomings you encountered. Your feedback is invaluable and will be used to address these issues with our team and improve the experience for future guests. Thank you again for sharing your concerns. We truly appreciate your loyalty and the opportunity to learn from this experience. Sincerely, Tara Nelson General Manager
The hotel room was infested with a cockroach.
Business reply on Google
Thank you for sharing your feedback. I sincerely apologize for the experience you described — that’s certainly not the impression we want to leave, and I completely understand how unsettling that must have been. While what you encountered was indeed identified as a waterbug common to our area, the way the situation was handled should have reflected more care and concern. You are absolutely right that how we respond matters most, and in this instance, we fell short of the level of empathy and professionalism you should have received. Please know I will be reviewing this interaction directly with our front desk and housekeeping teams to ensure we respond more appropriately in the future. Cleanliness and guest comfort are our top priorities, and your comments help us reinforce that standard. I truly apologize again for the inconvenience and disappointment caused, and I appreciate you taking the time to bring this to our attention. Warm regards, Cybrena Davis General Manager
The hotel room was infested with roaches and other bugs.
Business reply on Google
I want to offer my sincere apologies for the unacceptable issues you encountered during your stay. Please know that we take concerns like these very seriously and truly regret that this impacted your time with us. We are aware of the situation and have already taken immediate steps to address it. While this is not a common issue in our property, the combination of recent heavy rains and high humidity—especially in wooded areas like ours here in North Carolina—can sometimes create unexpected challenges. That said, we are actively working with our professional pest control partners to ensure the matter is resolved swiftly and thoroughly. Your comfort, safety, and trust are our top priorities, and this situation is being handled with the utmost urgency. We genuinely value your loyalty and the consideration you gave to making us your go-to location. I hope you’ll allow us another opportunity to provide the experience you rightfully expected—and deserve.
Staff member was rude and raised voice at children over candy.
Business reply on Google
Hi Kosha, we're sorry to hear about your experience during your stay, especially regarding the interaction with our staff member. We are looking into this issue to ensure it is addressed appropriately. As a valued Hilton Honors member, your feedback is important to us, and we appreciate your loyalty to our brand. Please reach out to https://help.hilton.com/s/contactsupport or call (919) 484-0500 to provide more details about your booking and discuss your experience further. We hope to have the opportunity to better serve you in the future at Hampton Inn & Suites.
Front desk employee displayed unprofessional behavior and aggressive conduct.
Business reply on Google
Thank you for bringing this matter to our attention. We sincerely apologize for the experience you described. We take such incidents very seriously as our front desk employees are indeed a representation of our company and its policies. Please be assured that we are currently investigating this situation thoroughly. This includes speaking with the guest involved as well as DoorDash, as we have been informed that you were not an actual guest of the hotel. We understand that this incident stemmed from the refusal of a DoorDash order due to the delivery and items smelling of marijuana. Our property manager has opened an investigation to ensure that all aspects of this incident are reviewed and addressed appropriately. We appreciate your patience and understanding as we work to resolve this matter.
The hotel shuttle failed to stop for the waiting guest.
Business reply on Google
Hi Josh, we are truly sorry to hear about your experience with our shuttle service. This is certainly not the level of service we aim to provide at Hampton Inn & Suites. Please contact us at https://help.hilton.com/s/contactsupport and (919) 484-0500 to provide more details about your booking and discuss your experience further. We appreciate your feedback and hope to have the opportunity to better serve you in the future. Thank you for bringing this to our attention.
Excessive noise from unsupervised children in the parking lot
Business reply on Google
Hi Jesse, we apologize for the disturbance caused during your stay at Hampton Inn Raleigh-Durham Airport-Brier Creek. We understand the importance of a good night's sleep and regret that we fell short in ensuring a peaceful environment for you. Your feedback is valuable, and we will address this issue with our team to prevent such occurrences in the future. We appreciate you bringing this to our attention.
Staff members were rude and provided poor customer service.
Business reply on Google
Thank you so much! Come see us again soon.
Staff hung up on the customer during a reservation modification call.
Business reply on Google
Hello Jose - We set a high standard for ourselves, and we’re so sorry to hear that we missed the mark while you were with us and that our standards were not met. We will use your feedback to improve our service. Thank you for taking the time to give us invaluable feedback.
customer charged for extra night due to reservation error and poor communication
Business reply on Google
Hi Terry- We’re normally known for our exceptional attention to detail, and we're sorry about the issues you experienced regarding your reservation and charges. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (919) 484-0500 so that we can investigate this further. Thanks for taking the time to leave us a feedback, and we do look forward to hearing from you.
The hotel uses single-use plastic cutlery instead of sustainable alternatives.
Business reply on Google
Dear Hunter Smith, Thank you for your response. I am glad to see you have enjoyed your stay and recognized our wonderful staff. I appreciate your comments about our Hampton brand standard plastic ware. Hopefully you will give us another opportunity during your next visit to earn five stars with our hospitality. Sincerely Lou Sordel General Manager Hampton Inn & Suites Raleigh Durham Airport/Brier Creek 8021 Arco Corporate Drive Raleigh, NC 27617 Office (919) 287-0495 Hotel (919) 484-0500 Fax (919) 484-0600 http://www.HotelsInRaleighDurham.com
staff failed to address noise complaint from neighboring room
Customer was incorrectly charged a smoking fee by the hotel.
The hotel rooms have poor soundproofing preventing guests from sleeping.