AC Hotel Durham — Hotel in Durham

My family and I made an unplanned trip to the area and arrived with no scheduled accommodations. We chose this hotel based on location, handicap accessibility for my elderly mother, large accommodating rooms and bathrooms and price. I made reservations for two rooms, for two nights. The woman at the front desk was polite and "appeared" extremely helpful, booked our rooms quickly, I asked for a receipt, she said she folded it and put it with the hotel map/info and had us checked in and to our rooms fast. The rooms and bathrooms are very large, immaculate, pristine clean and accommodating in all aspects. The beds and pillows were more than comfortable with fresh linens. Seating and storage is more than enough. The bathroom is large, well lit, plenty of counter space and the walk in shower is huge and easily handicap accessible, for my mother's needs, the only issue I had with the room was the bathroom door is heavy glass and somewhat hard to move and close and the glass is frosted but not enough privacy for me. The issue we did have, which made an already stressful trip, more stressful, was.. we left early in the morning and only returned briefly later in the evening for my son to get something from his room, when he used the card key to unlock the door, it wasn't working, after multiple attempts, he went to the front desk and told them the problem, they said they corrected the issue, not stating what caused it and sent him on his way, issue fixed. When we returned late, with my elderly mother, I wanted to stop at the desk to make sure there were no issues with my room card key, before taking my mom back to the room, I asked the man at the front desk, he checked, said everything was good, then I asked what had happened that caused my son's card key not to work, he said that my son was checked out earlier because his reservation was only made for one night, I said no, I paid two rooms for two nights and in advance, I asked him to reprint my receipt for both rooms, which showed my room was also checked out of earlier and a new reservation was made for both rooms but my room was charged at a higher rate than the previous one I had already paid for, I explained the situation, the man said he couldn't fix the issue himself and would leave a note for the day manager, I stated I was concerned I was being overcharged and also double charged, he was in a hurry and reiterated the day manager would have to fix the issue. I went to my room concerned about the charges, as my bill was almost $800 for two rooms for two nights and inflated, double charges would be outrageous. I then went back down to the front desk after I couldn't sleep, hoping to fully resolve the issue. A new woman was at the front desk, I was hoping she would be helpful, which I was very sadly mistaken, all she did was complain, make excuses, tell me she was bombarded from the start of her shift and couldn't get her work done, ect... I explained that guest issues were part of her job and it is not good customer service to spend all her time complaining to a guest who had a serious billing issue and noted that I was never informed of the issue by any staff and had to figure it out on my own.. she said she was new, hired in Jan, '24 and was not fully trained... 7 months and you are not fully trained to know your job and work responsibilities!? She did nothing to help. When checking out the next morning, the woman at the front desk, addressed me, knew the issue and had it fixed and my billing correct before I even had a chance to explain! She was absolutely fantastic! And eased my stress! I told the manager my experience and suggested he do something special for an exemplary employee who deserved accolades versus the other employees who knew nothing about their job and showed extremely poor customer service. I would have given this hotel 5 Stars if it hadn't been for the three employees that made it a stressful experience because they didn't know their job, didn't care about the customer and showed poor customer service! Hopefully the manager did...

I stayed at the AC Hotel in Durham over the Thanksgiving holiday, This is a brand new hotel and I was quite disappointed in several aspects of my stay. When we arrived, we went to the front desk to make sure everything was fine. The person at the front desk, Alexander, was very pleasant and welcoming, and handed us a room key stating that our room was 514. When we got to the room, neither the key nor the cell phone app worked. A housekeeper who was working on the floor was able to open the door to 514, and we discovered it was not cleaned or ready for occupancy. We went back down to the front desk and showed Alexander our original text, and this showed a different room number than the one he had given us. He checked the computer and saw he had made a mistake, and gave us room, 516. When we got to 516, we noticed there was a noise in the room. However, we did not spend any time in the room, we left almost immediately. When we returned that evening, we both noticed that the noise was continuing, it sounded like a motor that was going on and off. When it was off, it was quiet, but it continued to cycle on and off throughout the night. We left again early in the morning, and thought nothing about the sound until we got back to the room, on the second night the noise was even louder! I did not get much sleep during the night because of the noise and In the morning, we called the front desk to complain and asked to have our room changed as I could not spend another sleepless night . Michelle was accommodating and switched our room to 537. We packed out stuff and switched rooms and left immediately. We returned to the room around 8:00 PM and immediately heard a noise again. This time it was continuous, and there was an additional rattling in the walls above the vent on the wall. In addition to this issue we discovered that the bathroom sliding door, was stuck, it would not slide back or forth. We called the front desk, and a maintenance worker came to the room quickly. He fixed the sliding door and then brought in a ladder and took something out of the vent, which he claimed made the rattling noise, but the hum continued. He took apart the vent on the wall and found that the room humidifier was running and once he shut it off, it got quiet. Now, we were able to get into the bathroom, however only one side of the flusher worked. When I took a shower, the shower gel dispenser was empty. We were too tired and annoyed to call the front desk so we waited for the morning, at which time we reported these additional issues to the front desk, and were told they would be fixed, which they were when we got back to the hotel. In the morning, I went to make a cup of coffee with the in room machine and found a used coffee pod in the machine, I am assuming from the previous guest. This disgusted me and I refused to use the machine. The room had only 2 small drawers for clothing, so I had to pile some of my clothing on the benches and used my luggage for additional storage. I do not stay at a hotel to live out of my suitcase, certainly not at these high prices. The breakfast buffet in the lobby is very overpriced for the value and I was not told that the coffee was complimentary, but went to the coffee dispenser and got a cup of coffee and nobody said anything, especially after the machine in the room. One of the elevators was out of order during our stay, everyone had to use only one, which was very slow. The housekeepers with their large cleaning carts were going in and out of the only elevator available, making the elevator crowded, and they were not wearing any masks,which made me quite uncomfortable. I am a member of the Bonvoy club and have stayed in Marriott hotels when traveling. The price to stay at this hotel was higher than other hotels in the area however, I wrongly assumed that because this was a new hotel, it would be cleaner and more up to date especially during the pandemic so it was worth the extra money. Overall, my stay at this location was very disappointing and...

I am officially an AC Hotel fan girl. We had the privilege of staying here for four nights during our move from Denver to NC and I can easily say it was the best part of our move so far. We were originally scheduled to stay at a Residence Inn, but with a sudden announcement of change of ownership, we changed our plans and I am so glad I did. It is in a prime area with great patio dining spaces, and tons of delivery options. Very central to the airport as well as downtown Chapel Hill and Durham!

Bobby, Henry, and Brianna at the front desk were absolute gems. We have a rescue dog (Tinsley), and my biggest fear was traveling with her, but once we made it to the hotel she was treated like a celebrity and absolutely was living her best life! She loved getting treats from the front desk and was absolutely at ease at this truly pet friendly establishment.

I have traveled a lot since COVID, and I can honestly say that AC hotels have reinstilled my faith in the hospitality industry. The staff, the cleanliness (Mmmm the smell!) and the overall feel, make me say “ahh, yes, I am at a HOTEL!” Everyone was incredibly kind, helpful, and welcoming (affirming our choice to move here!).

As someone who travels a lot for work personally, and does ADA consulting for national meetings, I pay a lot of attention to accessibility and the AC gets it right. My husband is a wheelchair user and for the first time in a long time, the two rooms we reserved met all of our needs. The bed, peephole, and thermostat were at a reasonable height and the bathroom was glorious. Plus THE SPACE! Sometimes ADA rooms claim to be, but are barely big enough for a mobility device. Our ADA room was about the same size as our first studio apartment, and to be honest, I will be a little sad to leave. We reserved two rooms, as my sister was traveling with us, and Bobby not only made sure we were near each other and close to the elevator, but literally next to each other which was a huge convenience. The ice machine, and hydration station were close by and easy to access, even as someone of short stature. Plus, an ADA section of the bar is ALWAYS a gem for me. We all know hotel bars are where the action is, and being able to safely participate, makes us feel like valued customers.

We all had to work remotely while we were here and the wifi, and the common areas were flawless. There was no shortage of outlets, and we never lost connection while we were in meetings. I received multiple deliveries and everything went off without a hitch. The food was delicious, the breakfast was plentiful, and the Nespresso was an amazing touch, with a very kind staff person who helped everyone figure out how to create the perfect latte.

I tend to be stingy with my five star reviews, but honestly. I am already trying to figure out ways to come back here. We love an AC moment. THANK YOU for being the welcome that we needed to start our...