Homewood Suites by Hilton Durham-Chapel Hill / I-40 — Hotel in Durham

We stayed here June 2024 and it was mostly great but there are some misses. Check in/check out was fine. The staff were all very friendly, including if we called late at night for any requests. No complaints about staff behavior at all. Although there was no one that offered to help with luggage so we did that ourselves, but to us that's not a big deal, i'm sure other people would like to get that service especially if they are elderly or disabled so it should be offered. For us, it was the first time ever that a room was perfectly clean, not a hair or bug in sight, nothing out of place, clean linens and towels, no funky smells so my wife (admittedly a germaphobe) was extremely happy about that. Loved the comfy king size bedroom, separate living room and the kitchen. The rooms of course may need to be updated but they are much nicer compared to other hotels of the same price. The toilet might have made noise but it was not constant or overly loud in our room. Housekeeping came in to clean once and they were fine. The only minor issue was that our room was far from the elevator but we figured maybe it would be quieter that way. We did not hear any loud noises outside in the halls, smell any cigarette odors or see any suspicious persons walking around, it felt fairly safe. They gave us towels if we asked, ice, etc. So, overall we had a great week there and are going to visit Raleigh again this November and are considering staying once again. BUT I would say the only thing that was off putting was that the breakfast area was not kept as clean as it should have been. There was no one cleaning the dirty tables after people left, the food would run out and not be refilled sometimes and some of the food was unappealing. The sausages looked a bit pale/undercooked, and eggs were super runny, they should be fluffy not dripping wet. The pancakes were also not fluffy but instead they were kind of hard. And the biggest issue that I found for a breakfast area was that there were no WAFFLE MAKERS!!! Lol, we travel a lot and we know that people LOVE making their own waffles. You seriously only need 2 or 3 of those machines, maybe get rid of the pancakes, make better eggs and meat and you're golden! The bagels and breads, fruits, (pastries?) were just okay but the orange juice was good. There was no staff really supervising that area in case of a problem and it was busy but I did tell someone that we needed coffee and they went ahead and refilled it. No one wants to hear excuses about the hotel being understaffed. For those reasons we ended up making breakfast in our room 4 or 5 out of the 7 days we stayed here which meant we had to purchase breakfast items and its a bit of an inconvenience when breakfast is included in the price we paid. Also there was a time when i went to the front desk and the staff was not there and there was no sign indicating they would be right back. They did not take long but the sign should be up. I think overall this hotel is worth staying at, i hope we have no problems if we decide to stay again since the area is conveniently close...

I recently had the unfortunate experience of staying at Homewood Suites by Hilton Durham-Chapel Hill / I-40. It was one of the most disappointing hotel stays I've ever encountered. I feel compelled to share my experience to caution fellow travelers about the issues I encountered during my stay.||My family and I checked into the hotel on a Saturday evening at approximately 10:00 PM, looking forward to a relaxing stay at a reputable Hilton property. However, our excitement quickly turned into shock and disgust when we discovered live bed bugs in our room. I have attached a picture of the bed bug I found to provide concrete evidence of this horrifying discovery.||Distressed by this situation, I immediately contacted the front desk at 10:30 PM to report the issue. I spoke with a staff member named Peter, hoping for a prompt resolution to this problem. Regrettably, Peter's response left much to be desired. Despite offering to show him a video of the live bed bug crawling in our room and even capturing the bug in a cup to present as evidence, he did not take any immediate action. Peter neither offered to thoroughly check the room nor provided an alternative for my family and me to stay in.||Frustrated by the lack of assistance from the front desk, I contacted Hilton's corporate customer service number in the hope of resolving this issue swiftly. However, my interactions with the corporate representative proved to be equally frustrating. While they asked for detailed information about the situation, including the video I had offered, the response was far from what I expected.||The ordeal continued as the next day, I received an email requesting further elaboration on the video evidence I had already provided. Frankly, I am puzzled as to how much clearer a video of a bed bug crawling around in a room needs to be to warrant immediate attention and action.||To add insult to injury, my credit card was charged more than the stayfolio that I was initially quoted. This billing discrepancy only added to the frustration and inconvenience caused by the bed bug infestation.||Furthermore, I was informed that I would have to wait until one of the managers came in on Monday to address my concerns, which is completely unacceptable given the severity of the situation.||In summary, my stay at Homewood Suites by Hilton Durham-Chapel Hill / I-40 was marred by the presence of bed bugs in my room, the unresponsiveness of both the front desk and corporate customer service, a billing error, and the inconvenience of waiting until Monday for a resolution. I am deeply disappointed by the lack of prompt and effective action taken by Hilton to address these issues.||I would strongly advise fellow travelers to exercise caution when considering a stay at this particular Hilton property, as my experience was far from the exceptional hospitality and service I expected from the Hilton brand.|(Note: I would have rated it lower if possible due to the severe issues...

I made a reservation for a two-bedroom and two-bathroom suite at the Homewood Suites. We arrived on Friday, January 17th with the intent to check out on Sunday, January 19th. On Saturday, January 18h at approximately 9PM, water began to pour from the bathroom ceiling in the bath associated with the king bed. The water cascaded from the light fixture and had an unpleasant odor.

I immediately called the front desk and spoke to Alessa. She stated that all maintenance staff had already left the property, but she confirmed that there were two available one-bedroom king suites and that we (my adult son and I) should pack our things and pick up the new keys from the front desk. We began to pack.

Minutes later, Alessa called and said she reported the incident to the manager and the manager instructed her not to allow us to move into the alternative rooms. The manager indicated that one of us could move into a new room, while the other could spend the night in the second bedroom of the suite while the sewage continued to pour through the ceiling of the master bathroom.

My son and I arrived at the front desk moments later, luggage in tow. She again apologized that she was powerless to make the situation "right" and that we could take the offered key to the single one-bedroom king suite. I asked if a one-bedroom double suite were available, and she said no. I asked her to get her manager on the phone.

Once on the phone, the manager began, in a very condescending voice, that she needed to explain hotel policy. that the hotel's policy was not go give away two rooms.

It was during the arguement with the manager that my son, who is a Hilton Diamond Level guest, called the corporate number. I could tell that the manager was not hearing anything I was saying as she was "talking over top of me," so handed the phone back to Alessa.

Thankfully, my son signaled that Hilton Corporate had a solution. The Diamond Member hotline elected to move us to the nearby Home-2 Suites.

At this point, I would like to commend the service offered by the hotline. The hotline person was able to get a solution in less time that it took me to argue with the Homewood Suite "manager."

My son and I left Homewood and drove to Home-2 where we were welcomed and given keys to our rooms.

While I understand that accidents can happen at the best of properties, but the fiasco could have been resolved if Alessa had been empowered to do the right thing and honor her initial offer of the two replacement bedrooms.

update: in response to the owner's reply: Gee, thanks for not charging me for the night when I had to abandon the room due to the sewage coming from the ceiling. Your generosity...