I am giving this hotel a rating of 1 due to the customer service, dirtiness of the room that I stayed in, and issues that I had to obtain what was promised and fair. Initially I was going to determine that this was a one-time issue, however you will see in this review noone should experience this ever. I was coming to Raleigh to celebrate my daughter's b-day and see the school she will be attending, with my husband, children, and friends. We needed a suite and that was an issue. I had to call several times to reach someone with the full two bedrooms. My friend said that she wanted to book the room, and I will pay the upgrade and I called to check with the hotel room to see if that could be done, when I called the young lady said yes. She was new and it was an honest mistake, however when I called back to pay the difference she said it could not be done. I was advised with priceline I could not cancel, and they could not see the two bedroom, and when I called back the woman was completely rude. I still had to book a smaller bedroom because my friend came in contact with someone with COVID and we did not want to chance bringing them. So I figured we will take the bedroom and the pull out sofa is the size of a full bed so that would be fine. My daughter said she also had one of those sites with a code, and booked through hotels.com using her school information. I got there and everyone was nice, the hotel was in an excellent area and I thought this would be a good stay, even the young woman that was rude I observed her in the lobby late night and she was VERY pleasant. The hotel blinds had water damage, The sofa sunk in when you sat on it, and was old. Small things. That night I had to clean the shower floor. Zach advised that there was a housekeeping shortage, my sleeping arrangement was the last straw. A down blanket did not have any stuffing it was stiff and made noise every time we moved in bed. It felt like I could feel the springs the bed was so uncomfortable. When I woke up, my youngest had scratches on her from the metal frame of the pullout sofa bed. We brought breakfast to cook, the kitchen was dirty, the microwave was nasty, and it wasn't rust, it was just cooked on food. My youngest took a shower 1/4 people and the water went cold mid-way. I went downstairs to let them know I wanted to check out early at 9am, and spoke to Miranda and she was extremely nice, I cannot emphasize that enough. The manager came, her name was Sarah, and she was nice. She advised because it was booked through one of those websites she could not issue a refund for the next day, but she would put in 8,000 points that was the equivalent of a 1 night stay. That was fine, not a problem. I booked a trip this weekend and forgot to use the points and forgot about it, and I said that I will do this right now for another trip in August. When I went to book the trip there was not enough points. So I went back to the website, and it showed that the smaller room without a kitchen was 8,000 points. The room that I stayed in was 16,000 points per night. I sent an email to Sarah and Miranda, and then called customer service, when the customer service agent called directly to the hotel, she came back to the line stating she spoke to a manager Michelle, and they went into detail about how they accommodated me for the room in the beginning and they would not be able to do anything more. That is different from a nasty room, and getting what I paid for. I called the hotel on 3way they said no manager was there by the name the customer service agent said, or a name that started with an M. A manager had to pull the recorded call and said she would add the additional points, it is an 8,000 point hotel, but she saw what I saw about it being 16,000 points for a room and it didn't make sense to go back and forth with them. I called back and Melissa answered the phone and said she never spoke to Customer service. Disgusting experience.