Homewood Suites by Hilton Raleigh/Cary — Hotel in Cary

We have been a longtime hilton member and have stayed at many homewood suites (which is typically our favorite). We have also stayed at Cary Embassy hotels many times and had great service there but unfortunately they were booked and we had to stay at homewood suites instead. I was optimistic because they are generally good but this one night stay went from bad to worse. For those who dont like to read I can summarize by saying the customer service was that worse I've ever experienced, their employee literally decided it was a good idea to argue with me in front of my disabled children for what was an honest mistake. The experience started okay, we got to our room and we're disappointed because it looked run down. The furniture was pretty scratched up and the sofa bed pullout we relied on would get jammed half way in and out. There was also trash in the trashcan and they forgot to leave the pillow/blankets for the pullout bed. But okay, we just went down and got that squared away. Not great. But not a deal breaker either. The kicker was this morning at breakfast. The food was subpar compared to many other homewood suites. The bacon was so thinly sliced you could literally see through it. My daughter got a milk jug and took a sip and it was rotten milk. I had to go back and let them know. Then as we finish up, im looking around with my husband trying to figure out if they pick up our plates (like the last place did) or if we put them somewhere. After looking around and discussing for a few minutes, we saw there were no trash cans to place the places near or on so we assumed it must mean they pick them up (as others have done). So we get up and start walking down the hall back to our room and an employee follows and starts yelling at us that we better not be leaving our plates and to come back and clean them up. I had each kid in my hand and was shocked at how he was talking to me. I told him it was a simple misunderstanding that I didn't know we had to do that and instead of him simply saying "no problem, happy to clarify" or something, he started arguing with me like he didn't believe me. He walked all the way back to the kitchen and point to a small sign way above my eye level (im petite) that was off to the side in an area of the kitchen I didn't even go to. There was also ONE trash can tucked away there which was hidden from our sight behind a wall. Instead of simply believing it was an honest mistake he started raising his voice and getting argumentative and when I called him out and told him he didn't need to be so aggressive he just doubled down (keep in mind i had my young disabled kids in both of my hands). I then decided to just turn and talk to the manager at the desk who also witnessed this and the guy STILL continued to argue and had to be hushed and waved away by the front desk. I will be reporting him higher up and never going to that hotel again. The front desk manager WAS polite, he is new and I feel bad for him being put in that position, but he had good customer service. The other guy, whose name no one could give me, he needs to be fired. Did not feel safe with my kids there with someone who comes at you that...

I stayed in a single bed Queen Room for a week in July with my spouse. I changed rooms 3 times due to issues with the toilet leaking water. The first room the leak was from the bottom rim on the toilet and appeared to be new caulk as if it is an on going problem and caulking has been the solution rather than actually fixing the problem. For perspective I was on the 3rd floor so that water could be leaking below. The first room was clean in appearance but it had an awful smell. The room smelled like someone had hotdogs and leaked the juices in the mini refrigerator and then possibly onto the carpet. I was almost ok with changing rooms as I was going to ask to do so when my Lysol and cleaning wipes couldn’t get the smell out of the room but then my husband when to the restroom to find a puddle of water on the floor. The second room was somehow smaller but clean, smelled better. The room smelled clean and not musty. Night two of room #2 we had showered and were laying in bed watching tv when we heard water spraying in the bathroom. My husband said the water was spraying out from the shut off valve that connects to the wall so he shut the valve off to stop the water which was already flooding the bathroom floor. Room#3 smelled clean, looked clean but the fan in the ceiling was awful! It shook and make sounds but on low it was ok.

My pros: we tried out 3 single queen rooms within the hotel in a week and 2 out of 3 were ok. I think it’s a great place if you need a hotel for a night or two as it’s not disgusting. I don’t recommend a week unless you want to be on the same adventure of trying out all the rooms. The food is great here and I really enjoy the Wednesday night social. The hotel is quiet so you will be able to rest peacefully. Also a big plus was my bill didn’t get messed up with all the room changes. I would have been annoyed to have to straighten my bill out in the end after dealing with the inconvenience of moving. So it was a relief they were able to get that right. We have been loyal Hilton members for years. We have even been diamond members for a while. I think after room move#2 took place; the hotel staff should have upgraded our room to a room they were confident wouldn’t have issues or offered credit or discount etc. My spouse and I tried to make light of the situation because accidents happen and we weren’t going to let these things ruin our stay but as a loyal customer I was disappointed that something was not given for our inconvenience whether it’s extra points, credit, or upgrade. I feel like quality in customer service within all hotel chains have deteriorated since Covid leaving me to wonder where should my loyalty’s and hard...

Update

This place is as bad as ever. We only use this hotel because it's right next to where my other half gets training (otherwise, we would never come back once, much less the multiple week+ trips we have experience with. First of all, this is NOT a STAFF problem. The staff has been fantastic with every interaction... there's even an employee to whom I regularly bring farm fresh eggs... from Georgia, lol. All the problems we experienced are due to ownership. The food is crap because they buy crap to feed customers. The rooms are badly maintained. Everything looks like badly funded patch jobs to pretend this is a nice place. I've been in much better quality Red Roof Inns than this place can be bothered to try and compete with. All the pictures are from when we came into a fresh room, not after staying... by now, we just know what to look for here. I've met some of the maintenance personnel, they are wonderful, they don't have the equipment they need to properly maintain the rooms. #Hilton is a brand that stays in business because they ensure a certain quality, and given the prices that are charged here (mostly paid by the company next door requiring classes that employees have to travel to take). There's a kitchen in the rooms we stay in, but they never have the same utensils or even pots and pans, so bring your own. I usually get plates and cutlery for two people for one meal from the morning buffet because there's never enough full sets for two. They used to serve beer on weekday evenings (making this place barely tolerable), but now it's only on Wednesday's. Apparently, the poor quality of the hotel can't even be saved by limitless free beer to people who are here primarily for work.

I keep hoping that someone from Hilton corporate would get wind of how poorly this hotel fits their brand image, so maybe changes will be forced on this pile of excrement.

Picture comments:

The couch is stained and clearly worn out (the huge hole)

The lamp isn't even, crappy quality assurance.

Old Cobwebs, with dead bugs included

The bathroom is seriously nasty. Whatever those stains on the bath faucet are, they have been there long enough to start turning into rust...

Stains all over the walls.

TLDR: If you're not staying here because of the company next door, then don't spend your money here. It's either not a real Hilton or they are doing a good job of hiding it from the corporate Quality Assurance guys.

original post

I had better breakfast going to the field in the Marines than the sorry excuse they call breakfast here. Half the time, what they serve isn't even edible. Waffles are good, but you make...