DoubleTree by Hilton Hotel Raleigh - Cary — Hotel in Cary

Edited to three stars from two because the manager at the front desk tried to compensate for the television issue by a complimentary breakfast. But because I had to leave she let me have a selection from the pantry bar. An effort was made to make it right. However upon checking the room when leaving, we found a sock in the corner of the bed that had been left there from many stays ago. Yikes.

I lodged this hotel for a week for work purposes and this being my last night I have to say for this to be a Hilton brand, THREE STAR hotel, I am very disappointed. This is a barely two star hotel thinly disguised in the pomp of a three star stay. First I'll say this: front desk was always polite and accommodating. It's the behind the scenes action that needs work. Noticed immediately there was little to no water pressure for hot water. The first few days the hot water was at a trickle. Yet still, the water didn't quickly flow down the drain. The second main issue was the televisions, serviced by DirecTV, barely worked. I called the front desk, was told maintenance would be up, only for a man to come up and dismissively tell me it was the signal and they would call someone in the morning. Second evening, return to the same problem. Same front desk clerk was polite, but said he didn't see it marked whether a mechanic came or not, but he'd send one. I explained to this man if it's just a DirecTV issue and it isn't going to work, just be straightforward that I'm going to have to deal with this and call me back. I said NOT to send someone up if it can't be fixed (as I was eating dinner). It was explained to me it was a weather issue (sky was as clear as glass the previous night), but the mechanic was coming. Man comes up, enters the room with a mechanical remote, walks up to the bed and stands over my plate of food to explain a wheel on the satellite is broken and there is nothing they can do about it. Instead of giving me the run around I could have been informed of that the first night. Requested new linens as a coworker spilled a small amount of drink on the blanket. The request left on the bed by the sign indicating to do so if you wanted linens changed was ignored. The first night it was blatantly ignored and remade with a stain. The second night the room service flipped the blanket upside down to hide the stain. My motive wasn't being too good to sleep on the blanket, but getting the stain out IMMEDIATELY so I wouldn't be fined. There is no microwave in the room, which added a lot of financial pressure, as nothing could be saved and rewarmed as leftovers. We were told on the last evening there is a microwave behind the front desk and that is very inconvenient. Our nightstand had weeks of dust and dirt on it, the phone on the nightstand was disgusting to the touch, there is visible dirt caked on the vents in the air conditioning unit. I go out of town for mini vacations a lot and I will never use a Hilton due to this. I expected a higher experience due to the name behind Hilton. I have stayed at two star Marriott's that FAR outshined this hotel. This wasn't a person that was just blowing through town and had a bad experience. I had an extended stay and can say from experience the lack of quality...

I am a Hilton Honors member and always stay at Hilton properties. We stayed at this Doubletree because the Hilton Garden Inn next door was all booked up. My family and I travelled to Cary for a two-night stay to see a concert and then head to Charleston. The hotel was close to the things we cared about and generally pretty clean and easy to get into and out of. However, the temperature outside was very hot the week we travelled and that ended up impacting our hotel stay.

First of all, I always book my stays using the mobile app and when check-in is made available, I always choose my own room. This is a nice feature in the app and enables me to choose a room on the top floor, which I strongly prefer because I've had a bad experience with kids jumping on the floor above me at 6:30 AM at another property.

When I arrived at the hotel, however, my digital key was assigned to a different room and it was NOT on the top floor. I spoke to the front desk clerk and, rather than being sympathetic or apologetic, she casually just said that sometimes this happens when someone extends their stay and that she would see what she could do. So far so good. She might not have been sympathetic, but she was definitely friendly, cordial, and wanted to help. She was able to get me the final available room on the top floor. This review would be a lot different if that had not been the case.

When we entered the room, the A/C was in the OFF position and the room temperature was 77. It was 100 degrees outside. I turned the unit on and waited for a few hours and even overnight, but the room never got below 74 overnight. The next morning, it was 75 and climbing. I went down to the front desk and nicely explained the situation to the same clerk. This time, she stated that the rooms are slow to cool and reminded me that it was 100 degrees outside. Still, these units should be able to cool down to 70 even on the hottest of days. I've never had an issue like this before at other properties and we travel during the summer all the time. I didn't really care for that unsympathetic approach, but I also wasn't looking for someone to feel sorry for me and my family. I just wanted it fixed. She said she would send someone up to the room. No one ever came. We went to our outdoor concert, came back for our second night stay, and it was still 75 inside the room. We had to buy a box fan and sit it on a piece of furniture to try to get some sleep. No one ever gave us a status update or anything. We were never offered any compensation or even an apology for the inconvenience. Personally, I think they should have refunded us for at least one night,...

Many things went wrong during this stay. First, the digital key never did come to my phone, but I wouldn’t have minded that so much. It was the fact that I could tell when I walked in the lobby that this hotel was not really Hilton quality. It looked below any standard Doubletree I have ever stayed in. There were no closets in the rooms, no true dressers (baskets in cubbies instead), no full length mirrors, the wardrobe in the room smelled moldy, the rooms were extremely dark with little lighting and very small, and nothing about the room was luxurious. I was told that the property was in the process of being upgraded before COVID-19, but then everything was put on hold, so it is still in the condition it was purchased in. If I would have known that prior to booking, I would have stayed elsewhere. To make matters worse, the housekeeper stole my brand new Kay Yow Breast Cancer Awareness shirt that I purchased to wear at the family breakfast Sunday morning. I flew in town for the wedding of my baby sister. Now the most prominent memory I will have is someone ripping me off for my breast cancer shirt! The manager Nakisha stated that the housekeeper previously turned in $1500 cash, so she doesn’t see why she would “loose her job over a shirt”. However, as a breast cancer survivor who buys “a shirt” to pay homage to my survivorship and commemorate my friends who have transitioned, I am incensed that someone stole this precious, brand new item from me. The partial credit for the stay and the memories Nakesha shared about her own sister’s breast cancer does not negate the fact that I was violated. It took me a while to respond to the request for a survey submission because I have been so very angry about this entire situation. I have literally never had someone steal from me out of my hotel, and I have traveled all over the world! Not only is my heart broken about what she chose to take because of the sentimental value to me personally, having had four dear friends die from breast cancer in the last two months alone, but now I will always mistrust housekeeping when I never did before. I have family who raised generations on a housekeeper’s hourly pay, and I respected the hard work that goes into the job. The front desk staff and Assistant Manager were friendly initially at check-in, but what matters is the entire experience. One dishonest person at the Doubletree Hilton in Cary, NC has done so much damage. I will not be recommending this location to anyone. If you do stay there, don’t say...