2/10 Terrible
Mary
Travelled with family
Aug 15, 2025
Disliked: Staff & service, property conditions & facilities, room comfort
I took my children who are 17 & 18 to Durham to go shopping at the mall there which is an excellent place to go.
I reserved a room with two queen beds, so my son could be comfortable in his own bed and my daughter and I would share a bed. I paid in full when I made my reservation. When we got there, they DID NOT have the room available wit two queen size beds. They said the only option that we had was a king size bed and a pull out sofa, this was at 10pm . We ended up accepting that because we felt there was no other options in the area and were disappointed.
Along with that, when we got to the room and my son pulled the sofa out, we looked for linen and pillows for him. There were NoNE! I called the receptionist and was told that they could not bring any to our room; but we could go downstairs to get some. We just drove a few hours after working all day and was exhausted. I felt that good customer service would had brought the linens and pillows up; the answer was NO! I ended up taking a top sheet off of the king bed and my daughter gave my son a pillow, he covered up with a throw blanket that we had.
This should never had happened! I paid for two queen beds which is what I should had received which would had enough sheets, pillows and blankets. The guy at the desk was nice enough; the woman who said no, that we had to come and get these items seemed to have cared less and was unapologetic. Hotels are in the hospitality industry. I feel I did not get why I paid for.
Mary
Stayed 1 night in Aug 2025