Homewood Suites by Hilton Durham-Chapel Hill / I-40

A Disastrous Stay at Hilton Homewood Suites by Hilton Durham - Bed Bug Infestation 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 encountered.)

Worst experience of my life!! Cancer patient thrown out! I have been staying at this hotel for over 2 months while on a cancer clinical trial. The trial is paying for my stay. I had no choice. The stay was in a series of continuous reservations. This hotel charged the card on file every time. Occasionally it would not go through because the “incidental” part was higher than the trial coordinator calculated but this was alway corrected and run again immeadiately. Today 11/10 I came to the hotel and the girl “Alisa” refused to run the card on file saying the new system no longer allows “cards on file” she said Hilton only allows physical plastic cards and the contactless check in is not an actual thing even though it was yesterday. This is not a great hotel but the trial coordinator was told that a $50 hold per stay was put on for incidentals. It’s fine. In 10 weeks I haven’t used a dime of incidentals. The Alisa person just flat refused to check me in. I called the Diamond line because I am a Siamond member for a long time. The person in some other country told me that I had spoken to “Megan” the property manager and this “Megan” told me my card was declined and I needed another card. I’ve never seen a manger here in 10 weeks. The only person here is Alisa. I am very sick tonight. I still have a needle and line in my chest and they refused to check me in. I’m now in my car. This is because Hilton no longer allows cards on file or contactless check in. Don’t believe the app or the ads according to this place. FYI: while here a drug person smoked marijuana outside my window, made drug deals and the front desk under the managers instruction refused to call the police so I did. They came and they arrested him and have monitored the property since that day. If this review allows pics. I will post them. The bathroom is full of mold, the wallpaper is peeling off and there is a hole in the wall under the peeling wallpaper. I will post that as well. I had no choice about staying and it was better than staying in this car. There are so many great places in Durham choose any of them. The Home 2 Suites down the street from here is the same owners and the same policy.

You lost me at breakfast We liked the location and the staff was friendly but we may not be back. The facility is reasonably well maintained and the rooms have a nice layout with a bedroom and separate kitchen/living area. The kitchen has barely adequate utensils but probably enough for transient visitors. The breakfast area is nice but the 'free' breakfast was the worst I have ever had at a Hilton franchise hotel. The first morning the scrambled eggs were runny, the second day the frittatas were overcooked and hard as little hockey pucks. There were no biscuits, no pancakes or waffles and minimal toppings for toast and bagels. Oh and the bananas were bright green. What distinguishes a good hotel from a mediocre one is attention to detail. This hotel failed miserably on breakfast, they should be embarrassed for presenting their breakfast as actual food. Management should have breakfast here every morning and perhaps some improvements would be made. We have stayed here before but not again. If you find this review useful, please click the helpful box.

Horrble Rooms air-conditioning was so loud. Made it impossible to sleep. Kitchen had plates for 4 people, 2 forks..in a room that was supposed to sleep 8. Refrigerator didn't work, had to throw food away. When we complained we were told they were sorry and would give us some hilton honor points. We've yet to see them.

Fantastic hotel Wonderful Homewood Suites. Staff was fantastic and accommodated our early check in request. Dinner was an unexpected surprise but delicious. Breakfast was good. Plenty of parking. Close to shopping and restaurants. Pool looked nice but didn't have time to use. Only a 15 minute drive to Durham Bulls stadium.