Residence Inn by Marriott Raleigh Downtown

The corner suite was lovely, and the flowers I’d ordered from a florist were already in the room. Breakfast was good, typical hotel fare, and the beautiful bar on the 10th floor had great, attentive bartenders with both indoor and heated outdoor seating. The room did have a few problems: the Keurig didn’t work, neither the TV nor the computer desk had power, and there was blue liquid on the floor by the toilet. One guy at the front desk was useless, but Susan there was awesome.

Great location for exploring Raleigh, and the kitchen in the room is handy. The staff are very good, and breakfast buffet was delicious. I’d definitely stay again.

I’d planned to use the prepaid night anyway, even after the event I’d booked for was canceled because of the fire at the convention center. I’d chosen a noncancellable rate to save $40, and since the room was expensive, even that saving mattered. When I called to ask about a credit or moving the date, I was told neither was possible. The employee suggested keeping the reservation in case I changed my mind or special circumstances came up, and calling again the next day. I understood the policy when several Marriott employees said no to a full or partial credit. I was still considering driving to Raleigh just to use the night and avoid losing what I’d paid. Somehow, during all those conversations, the reservation was canceled without my permission. Then the hotel and Bonvoy Marriott customer care both said they couldn’t reinstate it or offer a replacement night as a courtesy. Everyone blamed someone else and nobody acknowledged the mistake. The whole thing felt impersonal. I don’t travel much, but I’ll avoid Marriott going forward.

The laundry room is dated, and even 90 minutes in the dryer didn’t get one load fully dry. Parking was another daily hassle: I had to hunt for a spot, and events could leave me stuck in the garage for 15 to 20 minutes. That’s tough when you’re on a schedule. I’ve spent 259 nights with Marriott this year, and this stay has me questioning the brand’s consistency and my Bonvoy status. As a long-term guest here, I’ve also found most front desk staff seem bored or annoyed when you ask them something. There’s one person who appears to care about guests. The bed was so uncomfortable it sent me to a chiropractor. When I raised it, the desk said there were no spare mattresses, so I’d have to move rooms, a major inconvenience after settling in with three months’ worth of belongings for a work assignment. I made the bed more bearable by using the large comforter as a pad, but now that it’s 40 degrees outside, I need it to stay warm. They couldn’t provide a second comforter either, saying they had none. For a hotel that presents itself as upper crust, that’s disappointing.