Embassy Suites by Hilton Raleigh Crabtree — Hotel in Raleigh

On a recent stay we were slightly disappointed. We stayed two nights Starting Friday and checked out Sunday. Their was a lot of confusion taking place in the parking area. Many driving trucks were not sure if they could enter the garage and many were backing up from the entrance after not finding parking outside the tunnel. It took quite a while to dodge the other drivers and eventually get into the garage, then there were other guests confused about where to enter after having parked. Some improved signage might be in order. They needed to walk around the front it seems. We realized later that was not the case because the door into the second floor was never locked and anyone could have entered without a keycard. Once entering the second floor door from the elevator there was a large quantity of bark and mulch from a planter to the right all over the carpet and entrance rug. As we walked across the meeting area toward the elevators there was popcorn and other debris on the carpet and snack packages on the coffee tables in that area. The packaging remained for 36 hours and the popcorn near the green chairs was still there when we checked out. Interestingly I saw someone there wiping the tables and straightening pillows but they did not bother to spot sweep the floors or remove garbage. There was a green gummy bear on the stairs to the first floor the entire time were there. Interestingly a lot of attention was given to the glass dividers and the windows of the elevator, however many other areas of housekeeping were being skimpt on. The area under the lavatory in our room was dusty. There was only a single tissue stuffed into the tissue box on our lavatory counter. The box was empty otherwise and that tissue had "seen some things".

The reception was a bit awkward due to the large and cumbersome fly nets that were over the snacks. There was nowhere to place them other than atop another net. This slowed down the process to be sure. The snacks would have looked much nicer if presented in some of the breakfast servers used for eggs and bacon with lids that raise and lower. Even so more and smaller nets would be easier to deal with. I do appreciate measures being taken to mitigate flies in the open area, however. There is a menu over the omelette area that is apparently outdated. I wrote the name of the menu item and had to be called back to fill out the individual items because the employee did not know what the sign said.

We were asked how many adults were checking in and then given one less bottle of water. The air conditioner in our room was VERY loud. The thermostat seemed an all or nothing, more like on or off. The toilet in our room was very slow to fill the tank and flushed slowly. We were never sure if it was slow because the tank had not refilled or if there was a partial clog, and fortunately it did not clog entirely or overflow. The buttons for the elevators are finicky requiring several presses to engage them. This is an older building that has been freshed-up with fresh white paint. Its over all clean and well maintained but some attention needs to be paid to the small details before things get out of hand.

Overall the stay was pleasant enough and the service from staff was good. The breakfasts were good with decent options and the items were attended to and refreshed often. There was a nice selection of beverages available at the reception and the fruit was pleasantly...

We stayed at the hotel Aug 2-3, 2014. First of all, everything about the physical accommodations was fine. The rooms are amply sized, clean, and inviting. The evening desk clerk, however, left something to be desired. Our family booked several rooms in the hotel because we were there for our annual family reunion. The reunion was actually held off-site. We can back to the hotel after the reunion concluded, and asked the desk clerk if it was okay for us to sit in the lounge area and have some drinks. We had about 20 people and didn't want to crowd into a single room. Anyway, we were given permission and all was well for a while. Then the security guard came to our location and asked us to take it down a couple of notches and we did. Though we didn't see the need for him to say anything, we did not want to give him a hard time. Mind you though, the only thing that may have been a few decibels above a normal conversation level was our laughter. There was no profanity, no yelling, or anything of that sort. Throughout the evening there was a group of young men running around the hotel yelling and banging on the walls. I can't say that they weren't approached by the security guard, but I didn't observe him talking to them. About 15 minutes later, the security guard approached us again, and this time threatened to call the police. We were flabbergasted. There was nothing about our behavior that warranted such a threat. After we got over our initial shock, we went to speak with the desk clerk (this was between 10:00 -11:00, so the desk clerk had changed). The woman occupying the desk at that time was the epitome of rudeness. She was inarticulate and unprofessional. This woman stated that she sent the security guard to our location because several guest had called complaining. However she could not remember how many or what rooms called. There were other small groups in the area not including the young men roaming around the hotel. She was unable to see us from her vantage point. When we inquired about the threat to call the police, she informed us that it was hotel policy. Even if we had been the rowdy group, it would have made for better guest relations to simply ask us to disperse. The police? Really? We told her about the young men roaming around the hotel, and told her that our group was not being rowdy. The desk clerk made an erroneous assumption, and was too arrogant to admit that she could have possibly made a mistake about which group was actually being rowdy. We did disperse and return to our rooms because we were so very offended and no longer in a festive mood. The following morning I came out of my room for breakfast, I was surprised to hear gospel music wafting throughout the hotel. A group of people were conducting their church service there. To do a test, I went back in my room, closed the door, and listened to see if I could hear the music. I could not. This group was certainly louder than we could have possibly been, yet they could not be heard with the door closed. At this point I was even more offended and hurt. It was obvious that no one called the hotel clerk the night before. She was simply trying to wield some imagined power she possessed. Oh, the young men running around the hotel were white, my group was African American. This was clearly a response predicated by a preconceived notion based on a...

As a frequent traveler to North Carolina for business, I have always preferred to uplift and support businesses rather than leave negative reviews. However, the ongoing issues at this property need to be addressed immediately by corporate, as they severely impact the guest experience.

I have stayed at this location twice, each time for over two weeks, spending thousands of dollars to accommodate both my employees and myself. Unfortunately, my experiences have been consistently poor, which is disappointing given the expectations I have from this hotel brand.

To start, I’ve encountered constant billing discrepancies. Despite confirming my corporate rate multiple times during check-in, I was overcharged by more than $1,200 on both occasions. While mistakes happen, this is an easily correctable issue. However, when I brought it to the attention of the front desk, I was met with hostility. On my most recent stay, a staff member became argumentative to the point where a confrontation almost escalated into a physical altercation with my husband. Such unprofessional behavior is unacceptable.

The frustration did not end there. The hotel staff mishandled my reservations multiple times, resulting in unprofessional, disruptive phone calls during my busy workday. Rather than acknowledge their mistake, the staff became defensive and even retaliated by canceling my reservation, wrongly charging me a "no-show" fee despite the fact that my team and I had already been checked in for two days. This lack of accountability and the argumentative stance of the front desk is inexcusable.

Additionally, the hotel has recently added a $10/night parking fee. Unfortunately, this fee is entirely unjustified given the conditions of the parking garage. During my stay, multiple cars were broken into, with broken glass littering the area for the entire two weeks of my visit. This suggests a lack of basic security or concern for guest safety. The garage also lacks proper cover from rain due to large cracks, causing flooding and making the entire parking situation unpleasant and unsafe. There is no apparent benefit to the fee, which feels like an opportunistic charge.

Further compounding these issues, the hotel’s infrastructure is in poor condition. For example, there was significant water damage in the lobby during my stay, causing the ceiling to burst and multiple buckets had to be placed on the floors. Given that the area remained damp for an extended period, I am concerned about potential mold growth, which poses serious health risks. It seems that this property is struggling with basic maintenance and upkeep.

Lastly, the on-site restaurant fails to meet even the most basic standards. The food quality was abysmal, and the service left much to be desired.

I raised these concerns with the manager, but their demeanor suggested complete disinterest in both the job and the guests.

In conclusion, this hotel, which once had a respectable reputation, has deteriorated significantly and now feels more like a budget property in disguise. I strongly urge corporate to investigate this location and take immediate corrective action. Both the staff and the infrastructure require a comprehensive overhaul to restore any semblance of hospitality and guest satisfaction.

As a loyal customer who frequently chooses your brand for business travel, I expect better and hope this feedback is...