Hilton Garden Inn Raleigh-Durham/Research Triangle Park

The hotel was worn out, the staff were poor, and trains from the nearby active railroad tracks came through loudly at 2:30am. We booked a rate that included breakfast, but they didn't put any out on either of our two days because, they said, “low occupancy.” I don't think they honored the rate. The front desk's response to my complaint was basically “yeah, oh well.” It felt like they took my money without providing what I'd paid for. I've stayed at dozens of Hilton Gardens, and this was the worst experience I've had. There are plenty of better options.

The concierge service made this trip worthwhile. Since the area isn't walkable at all, it was great to get rides to my office, from a restaurant, and to and from the airport. They even brought my luggage when they picked me up. Both drivers were friendly, gave good recommendations, and the service was outstanding. The room layout was nice, though the room felt a little dated with some modern touches. The bed and pillows were stiff, and the pillows were either too flat or too firm. The gym was small but its equipment worked well. Outside, I heard random noise overnight from the train and nearby airline, and the microwave timer was bright. I liked having a fridge, microwave, and Keurig, even though I brought an AeroPress, especially since breakfast isn't automatically included. It's a location where you need a car.

When the restaurant didn't have the dinner we wanted, the staff handled it politely and found another solution. They even gave us dessert to take away, which was really kind and above and beyond. I've stayed at Hilton properties around the country and haven't been treated this well before. Our room, the hallways, and the dining area were spotless, and the location was convenient for coffee, food, and entertainment. I'd absolutely stay here.

Breakfast was excellent, and my morning coffee came with a lovely chat with Helen and Natalie. They were so warm and fun to talk with, and I learned a lot about them. Thanks to you both for making that coffee break such a nice time!