Homewood Suites by Hilton Raleigh-Crabtree Valley — Hotel in Raleigh

I’m not one to leave a negative review as I’ve worked in customer service my entire working career and I know how impactful a negative review can be. HOWEVER, I just can’t get past this experience. In short… I will NEVER stay in this hotel again. I booked my reservation directly through Hilton almost 2 weeks prior to my scheduled arrival. I called Hilton the day before my scheduled arrival to confirm my reservation and ask a couple of questions about the hotel itself. All was well. On check in day, we arrived to the hotel around 6:30 pm (check in was 3pm at the earliest). I gave the girl at the desk my name for the reservation and she said she couldn’t find it. I then gave her the confirmation number, still couldn’t find it. I showed her the confirmation email from Hilton confirming my reservation… still nothing. She tried to look it up for several minutes and when she still couldn’t find my reservation, told me I had to call Hilton Customer Service for them to confirm my reservation and then Hilton Customer Service would call her directly to help her find it. I found that ridiculous. Never in my career have I ever told a customer that THEY have to call customer service, especially if I (the employee) is the one with the problem. In addition, me calling seemed like a waste of time when she said Hilton would need to call her directly anyway. That just added a middleman for no reason. Anyway, I call, Hilton funds my reservation, and after a 3 way interaction with them (the hotel desk, and the customer service rep on the phone) for OVER AN HOUR, being asked numerous times from each of them what I want done, the actual hotel still can’t find my reservation and no solution has been given. At this point, I’ve been traveling for almost 12 hours and have two small children and a husband who are cranky and ready to crash. I was so frustrated with the situation that tears were shed. I felt dismissed and like I was going to have to stay somewhere else even though my entire extended family was staying at this hotel for an event. Myself and my husband finally suggested the solution (my reservation on Hilton CS side be cancelled, and the hotel desk book is a new room - we had to suggest this. The employees didn’t). I was then told the only way to cancel the reservation on Hilton’s side without being charged fees was IF the hotel gave authorization!!!! I now had to wait on hold while the rep got ahold of the desk person for authorization. They finally get me a different booking and I get our keys (over an hour after the ordeal started). We make our way to our room and upon opening the door, find a large 1-2 inch cockroach climbing the wall!!! I go back to the desk and tell the employee. I was then asked “do you want a different room?” 😳 and was told she’d have maintenance look into it the next day. I was given a second room as far away from the rest of my family who was there for the event as possible. From there, things leveled out until I found a second cockroach in the banquet room where the event was being held (I have pictures and video of this one). To top everything off, we had a pull out bed in our suite but was given no sheets or blankets for it. And we were provided 2 towels even though the hotel knew we had 4 people staying in the room. Lastly, I’m not one to ask for discounts or compensation, but this experience was too much. The answer I got when I asked was “I’ll have to get it authorized”. Nothing ever came of that. I was charged full price and was never offered anything for the terrible experience or the fact Hilton had me in tears. This hotel is on my black-list moving forward....

I rate this place 1 star because of the extreme maintenance concerns I experienced.

As soon as we arrived, I went for a walk around the hotel looking for where the fitness center, pool, breakfast etc was. The fitness center was hard to find off signs alone; you have to go to the back corner and use either the elevator or stairs to go down to the basement. I found it and decided to go up to the top of the stairs to get some steps in (we had just drove 9 hours to get there). Upon reaching the top, I found a homeless person’s setup right by the door leading to the roof. I am attaching the photo to this review, but you can clearly see bed linens and pillows on the ground, a trash bag, roll of toilet paper, coffee cups and bowls from the breakfast buffet. This person was evidently going downstairs to get breakfast and bringing the trash up to their hideout. If the crew that maintains this hotel could allow this to happen, who knows what else is slipping through the cracks?

I notified the receptionist of my findings and she was very receptive, thanked me for letting her know and had me send this photo. I checked the location a day later and everything had been removed. Thankfully.

Alongside this shocking revelation, the rest of the hotel was just outdated and my stay was tainted by what I had found. There were lots of stains in the carpet and furniture was clearly lived-in. I didn’t mind the room that much as we were only there for 3 nights, but they definitely need updating. The toilet had mineral stains and baseboards had been replaced by pieces of carpet.

Only one elevator was working in the main shaft, but it was sketchy to use. If you have to take it to the top floor, know that it will shake and make a frightening noise before letting you off.

One room in our party had their toilet stop working after the second night and notified staff before we left that morning at 8AM. When we got back at 6PM, it still had not been fixed, and the hotel claimed the maintenance man hadn’t been in. They eventually had to move all 4 in their room to another room.

All in all, I was very disappointed and dumbfounded. If you need somewhere to stay in Raleigh.. pick...

My husband and I are HH members, we enjoyed Homewood suites in several cities we stayed in previously for his business travel. So for us it was a no brainer, well I was sadly disappointed and if I could give ZERO I would. Like most of the other reviews here the staff member I interacted with was unprofessional and bothersome rude. I had performed digital check in and arrived at hotel about 1:45pm. We had driven about 8 hours. My husband and I thought let’s just ask if an early check in was available. We walked in and to front desk I greeted Esteban “ Hello” he immediately turned around from what appeared to be a list of something and “ sighed”. I was immediately put off and near speechless- though I explained that I’m early and have a reservation and wondered if an early check in was available. He proceeded to type on computer and then said give me 5 mins. At that point I walked away as I wanted to compose my self - while looking around their lobby area I noticed a large fire place just above it were missing types and stained ceiling tile indicating their must of been a leak. Well needless to say after some time we told we can get an early check in. The next appalling site was the elevators. I have no problem with dated hotels the issue is cleanliness. When we arrived at our room it smelled clean but at closer inspection it wasn’t very clean. The fridge was open upon arrival which I thought was odd, later today realized it wasn’t working. The bathroom’s shower curtain holder was broken, water pressure was very strong which for me was near painful. Having stayed recent another Hilton location I used the same form of communication my app to report the complaint because I did not want to engage with another rude staff member. Well those complaints did not get attention until the night before check on. And it seems that corporate and this specific Homewood suites Raleigh are playing hot potato with my complaints. And yet no actual apologies has been offered or any resolution to compensate me for our issue- is infuriating. Hence the reason I took the time to write...