Hampton Inn & Suites Durham University Medical Center — Hotel in Durham

Had to have medical procedures at Duke Medical. This location provides great spacious rooms that allow for handicap accessibility. Rooms were clean and beds comfortable with lots of pillows for extra comfort as very helpful for patients dealing with medical issues. Provides complimentary parking and healthy hearty breakfast with so many options! Had to get ready during busy time and did not have any water pressure or temperature issues. I stayed in the Hampton Inn section which was a Suite that I think had even more spacious room than Home2Suites room just not full kitchen but still Keurig where there's a wet bar w mini fridge that's slightly larger that actually works. Also has pull out couch w bedside table off as own area in room, desk centered in room between the pull out couch and 2 queen beds where can eat and large TV there. The beds had small table in between that had charging stations for phones within reach while in bed.

Incredibly gracious and helpful staff with any special needs. They have an area for computer use and if need to have any paperwork printed that's also complimentary with delicious afternoon cookies! They offer a shuttle for areas nearby which was incredibly helpful to go back and forth to Duke for my procedures so didn't have to drive there and back and deal with the parking there which can be a nightmare. If you have to stay there for medical services at Duke there was a special rate for that which helps so much when already having to expend extra expenses for medical services and aaded when have to travel like I did over 4.5 hrs away. So truly grateful for overall amazing experience! From stay, breakfast, shuttle services they help get set up for you, to checking out with everything else in between. Any questions, needs, concerns while there as far as stay, nearby restaurants and such everyone there working was more than helpful to assist with a smile! Helps to make you feel more relaxed and comforted while having to be away from home.

Shuttle driver was very kind and knew backtoads to get around some of the traffic that's there. Very kind and was extremely helpful as had to use wheelchair and assisted with that without any complaints! Very rare treasure.

My visit was from 10/30/24 - 11/1/24! Smooth, seamless check in which upon arrival greeted with gift bag with waters and...

I've stayed in every mid-level hotel around here, as I've been visiting friends in the area twice a year for the last 18 years or so. I've never found one I would happily rebook...until now.

This Hampton Inn is pretty much perfect.

First, the lobby is beautiful. Plenty of elevators. Coffee/tea bar at all hours. There was a Hot Cocoa bar with all kinds of topping options when we were there as well. And the breakfast! The best I've seen. Waffles, cereal, omelets, sausage, oatmeal, fresh(!) fruit, more. The selection of toppings (about six different things for oatmeal, and lots for waffles) was amazing. Lots of seating, including at bar height, regular tables and couches. There were several over-the-couch side tables available too, if you wanted to pull one up for your plate. And the couches had built in charging ports on the ends.

The room itself was lovely. Outlets, including for USB, everywhere. The shower was fantastic, plenty of hot water and lots of force. There was a comfortable chair in the corner, an extra blanket in the closet, microwave, fridge, and coffee in the room. We had downloaded a digitial key from the app, so just used our phones for entry, and never had to check in (or out) at the front desk.

The bed was very firm but comfortable. The pillows were perhaps a bit too soft for my personal liking, but if it was a big deal to me I would have brought my own pillows. They were fine.

The only addition I'd make to the room would be an extending-arm make-up mirror in the bathroom, because the wall mirror was too far away for me to apply make-up easily. Other than that, I wouldn't change a thing!

The hotel is dog friendly, too, with many clean-up stations conveniently located along the grassy areas.

I know this is a fairly new hotel. I hope it maintains this level of customer service (front desk staff member was very friendly when I asked her a quick question because I was confused that the same building was both a Hampton Inn and a Home2; cafe staff was also very nice and actually cleared our table while we lingered over coffee), cleanliness, and amenities as it ages.

We'll...

We checked in online and when we got to our room on the evening of April 13th, we unlocked the door and another guest was already in our room. When we discussed it with the front desk, they tried to give us a higher walk-in rate. Finding this unacceptable, we declined and drove 3 hours home.

Subsequently, the hotel charged us for the room, even though someone else was in the room and already paid for it. I opened a case and complained to Hilton guest services which ultimately didn’t help, as they wanted to enforce the charge. Unfortunately, I had to enlist my bank’s assistance in cancelling payment; if Hilton explored the honorable approach and helped out a long-time customer, then I wouldn’t have had to do this.

Since my bank cancelled payment, Hilton has frozen my Honors account until the situation is rectified with the Durham Hampton Inn. However, local hotel management refuses to be of assistance, instead trying to charge two separate customers for the same room. So all my points I’ve built up over time are wasted. What an embarrassing debacle for Hilton in general and this location specifically. The local hotel manager is not an honorable person, so be careful.

Edited on 6/2/2024, per the hotel manager’s response below, I decided to handle the matter in writing via the fraud department with my bank, since I have no confidence that the hotel manager or Hilton corporate will...