Hampton Inn & Suites Raleigh/Crabtree Valley

The hotel impresses with its facilities, convenient location near Crabtree Valley Mall, and clean, comfortable rooms. Guests appreciate the attentive staff and complimentary breakfast.

In June, I made a reservation for the Hampton Inn and Suites—Raleigh/Crabtree Valley. I received several confirmations over the following week and just past the cancellation point, my credit card was charged for the reservation. So, as I understood it, I had a confirmed reservation that I could no longer cancel without charge. In fact, I received an email stating that I could check in with Contactless Arrival. I did not want to do that and preferred to check in personally. I do not check email every second, and I had a busy schedule on the day we were checking in. At approximately 3 PM or so, I happened to check my email and saw that I had had an email at 2:00PM indicating a reservation at the Hilton Garden Inn for that evening. I was concerned that I had somehow made a reservation at the wrong hotel. I had specifically considered the Hilton Garden Inn, which when I made the reservation, was actually charging less than the Hampton. We actually preferred the Hampton for a number of reasons, even though it was more expensive. I then saw an email which appeared later (2:04PM) stating that our Hampton reservation had been cancelled and we had a reservation at the Hilton Garden Inn next door. We tried calling the Hampton Inn front desk. The first time, the person who answered the phone said they needed to transfer us and dropped our call. The second time, the person said they needed to transfer us, and we ended up talking to the front desk at the Hilton Garden Inn. They put us on hold and never returned. We became very concerned and left our planned activities to go to the hotels directly. We waited in the check-in line at the Hampton where the front desk personnel were checking in several couples and groups of people. When they got to us, they clearly did not want to talk and said something about a smell in part of the building and they had no King rooms. They did not offer us any other options but told us we needed to go next door. The Hilton Garden Inn did check us in under a new reservation made by the Hampton. The person behind the desk tried to help us and offered extra points, but we were still charged the Hampton rate we had arranged. By now, the Hilton Garden Inn was charging more, but as I noted above, when we originally made our Hampton reservation, they were charging less. My Hilton Honors Account incorrectly stated that I canceled my reservation late which is not true. As noted I did not cancel, and the reservation was cancelled by Hampton. We were very upset by this entire process and have the following complaints: 1. We do not read our emails every second of the day. The notices we received were only via email. We never received a text or phone call advising us of what was going on. 2. We were told we were getting an upgrade by going to the HGI, but we did not consider it to be one. We were given no other options for rooms at the Hampton. 3. The Hampton Inn was checking in lots of people and there was no indi

Very clean and great location.