Embassy Suites by Hilton Raleigh Durham Research Triangle — Hotel in Cary

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...

I've just had the most disappointing stay in all the time I've stayed at Hilton properties.

It started off quite well, actually. Myself and two friends were booked into a room for the weekend to attend a friend's wedding which was happening, ceremony and reception, inside the hotel. One of my friends had lost her wallet when it fell out of her bag as we were bringing in our luggage. A shuttle driver apparently found it and turned it immediately into the front desk where she was able to locate it and it's contents were completely intact.

The Happy Hour bartender was skilled and lovely to us, and all of the breakfast staff were pleasant and helpful. However, that's where the pleasantries of our stay end.

When we arrived in the room we found a dark stain on the carpet, and reddish brown stains on the shower curtain. The showerhead, one of the multi-spray style, was solidly stuck on the "deep massage" position, so taking a shower was an unpleasant experience. We even had a member of housekeeping attempt to enter the room, which was booked for three women, without announcing himself. However irritated I was about the room, I was willing to forgive it as a mistake.

What I am not willing to forgive as a mistake is how the staff treated the groom and the wedding guests. One employee at the front desk, who was working Friday evening (7 April) would glare hatefully at the groom anytime he was in the lobby area and his back was turned. Sadly, this gentleman seemed to be a manager, as he was wearing a business suit instead of what the employees seemed to be prescribed as uniforms. My only regret is that I didn't stop to find out his name so I could be more specific about who the man was.

The wedding reception, entirely the responsibility of the hotel, was absolute chaos. Even though we had assigned seating at our numbered tables, the staff had no idea which guest had ordered which meal. They actively removed plates and glasses guests were still using, even after being told that the guests were still using them. Requests for more water, especially as ours had been whisked away were answered with lip service, but no actual water service. And at a reception that was to last until midnight, the staff came into the room we were in, and while most of the room was dancing, started disappearing with the decorations at 8pm! The cake hadn't even been cut and the wall of white roses behind the couple had been disassembled and hauled out of the room. None of the people in my room were in the wedding, we were merely guests, so I have no idea how the actual party or couple were treated during this event, but I am appalled at my experience. I am a long time customer of Hilton, but this property...

A Disappointing Stay at a Usually Reliable Hotel||I am a regular guest at Embassy Suites, but my recent stay was nothing short of disappointing. Here’s a rundown of the issues I encountered:||Paid Snacks Not in Room: Upon arrival, I found that the snacks I had paid for were missing. When I inquired at the front desk, I was told there was no housekeeping available to bring the snacks, though someone eventually did. Unfortunately, the snacks provided were expired.||Expired Snacks and Poor Service: When I took the expired snacks to the front desk, the staff member (Thomas) was unhelpful and unsympathetic. He did not apologize, and after some back and forth with more expired snacks, I was given a larger bag of chips that was not outdated.||Dirty Room: The small bed in our room had dirty linens, including makeup stains and dirty pillowcases. The floor was unclean with hair and items left behind by previous guests. This room was clearly not cleaned properly.||Dirty Replacement Room: Kirstin from the front desk moved us to another room and checked it herself. However, this room also had issues, including a significant amount of animal hair on the floor, triggering my allergies. The room smelled stale, and light switches were visibly dirty and had not been properly cleaned as well.||Lack of Security: The building did not feel secure. Although there were signs to park at own risk, the expectation to stay at my own risk was unheard of. Both side doors, which were supposed to be secure, were not locked, and anyone could enter the hotel without a key card.||Unresponsive Staff: The overall attitude of the staff was indifferent. Kirstin nor Thomas followed up to see if the new room was satisfactory. Customer service over the phone was the most helpful.||I slept on top of the covers in long pants and long sleeves due to the unclean conditions, which led to a very uncomfortable night. The hotel felt dated and poorly maintained. This experience was a stark contrast to the standards I’ve come to expect from Embassy Suites and Hilton.||I hope that management takes these concerns seriously and makes necessary improvements. Based on this stay, I am reconsidering my upcoming stay at another Embassy Suites and might explore other hotel...