My husband is an executive for a company whose headquarters is a couple blocks from this hotel. We have a negotiated discount corporate rate and stay at this hotel often. Over the past two years we have stayed an average of once per month. We have generally been happy, but over the past few months little issues are starting to add up.
We have been Marriott Platinum Rewards members for several years. My husband is disabled and we always reserve a king bed with roll-in shower. Since last summer, every stay (despite a confirmed room type reservation) has involved a room type issue. Several times we have received a phone call a day or two before our reservation saying they have us down for two double beds with a roll in shower and we have corrected them. Each time we haven't received a phone call we have been assigned two double beds on check in and had to remind them our reservation is for a king bed with roll in shower.
On our most recent visit we received a phone call from the room controller on the day the reservation was to begin informing us that despite a guaranteed reservation for a king bed with roll in shower, all of those rooms had been contracted out and were unavailable and no upgrades were available so all she could do was put us in a regular king room, an accessible king room with a tub or two doubles with the roll in shower. For our inconvenience she offered free valet parking (which is meaningless since its included in our corporate rate and even if it wasn't we get reimbursed by husband's work for all expenses).
As a platinum member I am supposed to receive room upgrades and late check out when available - but those *never* seem to be available for us at this property.
Finally, on our visit before this most recent one I did happen to be granted a late check out. When I called for luggage assistance I waited for more than 30 minutes and was told by guest services that every time a bellman headed to my room he was grabbed by a guest checking in and couldn't get to me. Why couldn't he have come to me after delivering the new guests luggage instead of going back downstairs? After 30 minutes I dragged all of my luggage down myself to find the lobby completely packed with some kind of conference check in.
My impression at this point is that the management and/or ownership are more interested in booking as many one-time large groups as possible than retaining regular, frequent guests like us. It is less of a hassle to stay at the Renaissance at North Hills and drive to the office each day than to stay at this property.
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