Embassy Suites by Hilton Raleigh Durham Airport Brier Creek — Hotel in Raleigh

Beautifully updated hotel, however if you are here for business and staying an extensive amount of time they do not offer laundry service /not affiliated with a dry cleaning service that picks up and drops off) this is a much needed service. Their laundry room is not updated and not in good working condition. The first time using the washers 1 worked fine the other one not so much it did not spin so my small blanket was soaked , and when telling the lady at the desk she was condescending and said "What do you want me to do have someone wring it out for you" me " no ma'am i just want you to know that it did not spin and is soaked. She said shed send up maintenance, he was kind enough to offer to wash and dry it for me , i thought in their laundry but no in the same laundry room , he came and told me 2 hrs later its almost dry , and for me to go back down an get it in 20 min he had to go, thats fine. Maintenance should not have had to do that but very nice that he did because the lady at the front desk had no idea what to do. Fast forward the following wk. I go by quarters They did not have out of order on the 2 washing machines they have, The front desk had no problem selling me laundry soap for their washing machines. I was not informed they did not work. 1 machine was available the other was in use, as I went to put my clothes in the dryer the machines time was up but continued to run water, the other person using the only other available washer informed me her washer was not working correctly either, as I went to the front desk to inform the young man that my wash time was up but it was still running water. he said he would send maintenance up, I go back to the laundry room and the pressure from the water had apparently pushed the door open ,my clothes were on the floor and the floor was completely flooded , as I went back to the front desk , the gentleman did not know how to handle the situation he was not only unapologetic and unable to offer any resolution to my soak and wet clothing on a flooded laundry room floor all he said was maintenance will be there, it was a very messed up situation. I go back to the now flooded laundry room while maintenance came and began sucking up water with a wet vac around my clothes on the floor , I had to get my clothes wearing dress shoes and slacks on a flooded floor, flabbergasted, unreal nightmare 0 help . By the grace of God going to the front desk for the 3rd time I seen one of the housekeeping lady's near the front desk, as the gentleman working at the desk could not have cared less what my situation was again offered 0 resolution to my situation. So when I seen the housekeeping lady I kindly explained to her my situation she, helped me offered me a huge trash bag for my unclean wet clothes half on the floor half still in the wash. I carried them , actually to heavy to carry I drug my soak & wet clothes in the trash bag on the floor all the way to my room, one gentleman (a guest) at the hotel helped me get it on the elevator wet clothes are heavy. So housekeeping that I spoke with near the office offered to wash and dry them for me , and I accepted, she was my saving grace and appreciated that so much. She had someone very nice and kind pick them up from my room and bring them back. Thank you so much housekeeping, your kindness did not go unnoticed. As for management please have a class on hospitality and safety measures a flooded laundry room, that is a huge liability to let your guest retrieve their property / clothes wearing dress shoes. Not something I wanted to do in fear of falling , but was not offered any other means to retrieve...

I have been to the Embassy Suites RDU location several times. It was literally my family & I’s go to place. Any family or friends that came in to town I would always send them to this location. Everyone used to be so friendly and warm. This time was a major 360 for us. I’m so disappointed. I understand that change is good but the changes that have been made was not a great experience for us. The managers reception has changed there were no cocktails. Something like two beer choices and I don’t even know what those spritzers were. Cheese was being licked by kids and placed back on the tray. They used to have people monitoring the area but I guess they cut back, so we just didn’t even partake in it. I did order a drink to purchase but there isn’t a cocktail menu anymore so the bartender had to kind of guess what I was looking for. They’ve cut the list back tremendously. The “restaurant” was not a restaurant. At one point you could at least walk up order Starbucks drinks, food, etc this is now all gone. I asked about where to get food, we were told to sit at a table & a waiter would approach us to take our order. We waited 30 minutes and still no one approached us. I then took my family back up front where I was told they don’t normally come on that side sit closer to the windows. So I moved us yet again with a now cranky & hungry 2yr old to only sit another 30-40 minutes. After working all day and traveling we just wanted food, shower, and a bed to rest, so leaving to get food just wasn’t what we planned. The waitress made eye contact with us several times and still never approached us. We had to flag her down to order food. We waited again another 30 minutes and the food was cold. We sat from 6:30-9:30pm. Don’t get me wrong the renovations are beautiful and the rooms are nice but the mattress was terrible. My back is still hurting. We were awaken by power drills first thing in the morning. No biggie I guess. I mean they are still renovating. Breakfast was okay. They removed the grits, oatmeal, etc. So they have scaled back on a lot of different things that we’ve been used to. We’re also used to rooms being cleaned daily or at least a knock on the door to ask if we wanted it but when 12pm rolled around and still no one came by I sent a message on the app inquiring do we have to ask for that service now. She stated rooms are automatically cleaned after 4 days but if I would like them to come by she would tell them. I appreciated that very much but then whomever they sent to our room came to the door in an aggressive manner says “What y’all need?! & How long y’all gone be!” So of course my daughter is afraid to answer so I come around to respond. I then find out that you now leave your soiled towels outside of your door before 11am if you want then taken away???? It’s carpet throughout the hallway! So we leave to get out of housekeepings way and come back it’s hair on the bed, the bathroom was barely touched, and I guess M&Ms may have fell from the trash while she was “cleaning” because they were very much so on the floor by the tv area. I’m just disappointed because I’ve NEVER EVER had these type of experiences there but I think our time with Embassy has just run it’s course. It was fun...

If your going to Raleigh NC and need a room hands down stay here the rooms are really really nice they are clean top to bottom the staff where amazing Im in a wheelchair and they made sure I got a room that I could get around in I needed 2 special request and they made them happen I wouldn't stay anywhere else when I go to Raleigh the other nice thing is they are located close to the airport so that definitely convenient yet they are just far enough away that your not hearing planes coming and going all day and night I spent 3 nights here and it was great you cant go wrong with staying here now the only down fall is the restaurant in the hotel I have no idea if the hotel owns the restaurant or if they just lease the space but do not waist your time eating there I went down for dinner the 1st night I was there I was exhausted from my flights to get to Raleigh so anyways I went down got out of my wheelchair and sat at my table so I could feel normal for a little bit I waited 20+ minutes to get my drink order placed at the same time I ordered a appetizer I got my drink within 5 minutes give or take and it took well over 30+ minutes to get my appetizer once I got that I placed my dinner order 2 hours later Im still waiting on my dinner I was at this hotel for a event being held in the hotel so others there had joined me at my table while I waited they got their drinks , appetizers, and meals finished them and I was still waiting one of the ladies who joined us at my table had finally had enough and said something to our waiter about my dinner he went back to check on it came back out and informed me the cook still has not even started my meal we had seen the cook several times come out get a drink stand around and drink his soda before going back in the kitchen so I canceled my order asked for a simple club sandwich figured that would be faster and easier for the cook to make vs my previous order about 25 minutes later my sandwich was brought to me in a to go box the waiter let me have my drink , appetizer , and sandwich for free after I spent 3+ hours sitting there waiting on my original order that I never got the waiter said my order was back there for the cook to see and make he just never made it yet I watch everyone who joined me at my table and the tables around me there for the even all get their food and other in the restaurant not there for the event get their food everyone ate and enjoyed their dinners while I did not and I ended up eating a club sandwich in my room by myself I have no Idea why the cook never cooked my meal It was my 1st night at the hotel and in their restaurant I had never ever been in either one before that night so I dont know if it was because I was in a wheelchair or if its because I got out of my wheelchair and sat in a regular seat if its because I was on oxygen or he just didn't want to cook my meal maybe he didn't know how to cook my meal I have no idea but either I didn't get my meal and I ate alone in my room 4 hours later from the time I 1st got downstairs to the restaurant so the hotel, rooms, and staff AMAZING the restaurant I wouldn't advise anyone eat there your better of either going out to get dinner or using a delivery service to bring you food...