Hilton Garden Inn Durham Southpoint

I had an uncomfortable experience involving a staff member during my time associated with the Hilton Garden Inn Durham Southpoint. The employee's actions caused confusion, then conversations that I felt were misrepresented and escalated unnecessarily. Members of my family were drawn into it after I was no longer at the hotel. I rarely post negative reviews, but people should know what happened. I tried several times to speak directly with the General Manager, but was told he wasn't available each time. I left a voicemail asking for a call back and never heard anything. That lack of follow-up and accountability left my concerns unresolved and made an already bad impression worse. Guest issues should be handled with professionalism, discretion, and clear communication, and that wasn't my experience. Given how this was handled and management's lack of response, I can't recommend the property. I hope the hotel improves its internal communication, professionalism, and guest relations.

Quitta is what holds this team together. She’s more than an employee, she represents the Hilton brand like nobody I’ve seen. She cares and does every job in the hotel. I went to bed and she was at the bar; I woke up and she was doing inventory. The morning I left, I had a breakdown and she held me in her arms like I was her sister. There was also an employee who gave the shoes off his feet to a homeless person in the lobby. I can't say enough about this team. Every employee here has customer service magic you don't find anywhere in the country. They should all be running their own location!

Pam was cleaning the front desk area when I arrived, and the lobby was very clean. Terra made sure my room was ready and checked whether I needed anything to make the trip more comfortable. Both were polite and very helpful, and they made me feel special as a Hilton customer. Five stars for this location.

We had a great stay. Marquita, the kitchen hostess, always greeted us with a smile and went above and beyond. Arthur at the front desk was awesome.