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“Poor customer service”

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Hilton Garden Inn Durham Southpoint
Ranked #11 of 71 Hotels in Durham
Certificate of Excellence
Southern Pines, North Carolina
Level 2 Contributor
5 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“Poor customer service”
Reviewed March 17, 2014

Very disapointed that I wasn't made aware of sleep number bed or instructions. Was the worst night sleep I've ever had in a hotel. When I expressed my displeasure I was dismissed and told that it was my problem not the hotels problem.

  • Stayed March 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Amy S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Guest Relations Manager at Hilton Garden Inn Durham Southpoint, responded to this review, March 27, 2014
We are sorry we were not able to provide you with the quality of services you deserve. This is not typical of our hotel and staff, and we are always looking for ways to improve our customer experience. Your satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay. Thank you again for your feedback and we hope you will consider staying with us again.
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563 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (41)
Date | Rating
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English first
Denver, Colorado
Level 2 Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed March 15, 2014

The hotel is conveniently situated near a mall; shops and restaurants are within walking distance. There is also a great hiking trail close by.
Staff at the hotel were helpful and polite, leaving no doubt that this is a great place to stay.
Breakfast provided a wide selection, catering for almost every taste. The chef made delicious omelettes.

Stayed March 2014, traveled with family
Helpful?
Thank Wendy S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Guest Relations Manager at Hilton Garden Inn Durham Southpoint, responded to this review, March 27, 2014
We truly appreciate your wonderful feedback on your experience at the Hilton Garden Inn. Happy to know that you took advantage of the many fun things to do right here in our area including the American Tobacco Trail. We will pass the word along to the breakfast cook about how much you enjoyed your omelette. Thanks again and we look forward to accommodating you in the future!
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London, United Kingdom
1 review
Reviewed March 6, 2014

The hotel staff were very quick to address our concerns. (we had been placed in the room next to the ice machine and it was loud). They were friendly and attentive. The rooms are clean, modern and quiet. Our kids really enjoyed the pool, even though it was a bit small.

  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank 423emilyg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Guest Relations Manager at Hilton Garden Inn Durham Southpoint, responded to this review, March 27, 2014
Thank you so much for staying with us. We are glad that we could accommodate your request in a room change. Also very happy that you were able to take advantage of the pool as an amenity during your stay. We hope to see you again on a future trip to Durham!
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New Bern, United States
2 reviews
Reviewed February 21, 2014

This hotel is a great place to stay if you want to spend the weekend in the Southpoint area enjoying all the nearby stores and restaurants. The rooms are modern but not "brand new". TVs have hi-def channels which is nice. Staff are friendly. The beds are starting to show their age and sag a bit but are still comfortable enough. Beware of staying on the side of the hotel that faces the street - you can really hear the noise of the cars driving by.

  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank Lori C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Guest Relations Manager at Hilton Garden Inn Durham Southpoint, responded to this review, February 25, 2014
Thank you so much for taking the time to fill out a tripadvisor survey! We are thrilled to see that you have ranked our property and have wonderful things to say. We appreciate the useful feedback about our garden system sleeper mattresses, location, and hotel amenities. We look forward to having the opportunity to serve you again. If ever in Durham and in need of accommodations, please do not hesitate to give us a call! Have a wonderful day!
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Loganville, United States
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed February 19, 2014

The staff at this hotel was amazing, I Was trapped for a few days there in the snow and they made it seem like another day. The staff was snowed in as well and stayed on site, but they all pitched in and cooked and cleaned and just went over and above what I have seen in my years of travel. Stay here and you won't be disappointed with the service or hotel.

  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank James B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Guest Relations Manager at Hilton Garden Inn Durham Southpoint, responded to this review, February 25, 2014
Thank you so much for taking the time to fill out a survey! The storm we experienced a few weeks back was an unusual situation and our team made sure to do whatever it took to take care of those in dire need. Guest service is very important to us and we are extremely pleased to see that we met your expectations. I will make sure that your comments are shared with our entire team. If ever in Durham and in need of accommodations, please do not hesitate to give us a call! Have a wonderful day.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Glen Mills, United States
1 review
Reviewed February 17, 2014

This hotel is just across from the huge Southpoint Mall and in another shopping center with many other shopping/restaurants. It is kind of centered between NC State University in Raleigh and Duke in Durham.

  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank James M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Guest Relations Manager at Hilton Garden Inn Durham Southpoint, responded to this review, February 25, 2014
Thank you so much for taking the time to fill out a survey! We are glad to see that you found our location to be convenient to Southpoint shopping and some of North Carolina's major universities. We would like to have the opportunity to serve you again. If ever in Durham and in need of accommodations, please do not hesitate to give us a call! Have a wonderful day.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
A TripAdvisor Member
Reviewed February 11, 2014

We have made the Hilton Garden Inn Durham our hotel to go to when the wife wants to go shopping or when we need a weekend away. Always a great place to stay, the staff is extremely helpful and always pleasant, and you wont find better rooms around. The location to shopping is also great.

  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Garden Inn

Helpful?
Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mark H, Guest Relations Manager at Hilton Garden Inn Durham Southpoint, responded to this review, February 25, 2014
Thank you so much for such a great review of our property. We greatly value the staff at our location and appreciate hearing the same from guests of our hotel. We are conveniently located to so much and for this reason we receive great feedback. Thank you for your time and please come back and see us soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn Durham Southpoint

Property: Hilton Garden Inn Durham Southpoint
Address: 7007 Fayetteville Rd, Durham, NC 27713-8725
Phone Number:
Location: United States > North Carolina > Durham
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#4 Business Hotel in Durham
#6 Family Hotel in Durham
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn Durham Southpoint 3*
Number of rooms: 150
Reservation Options:
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Also Known As:
Hilton Garden Inn Durham Southpoint Hotel Durham
Hilton Durham
Durham Hilton

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