Hilton Garden Inn Durham Southpoint

Beautiful family friendly diverse location loved it

Staff was very accommodating and apologetic as their system was down. Yet the process was quite smooth.

It was ok ate cereal and yogurt

The location, staff,and nice location.

I recently stayed at this hotel for two nights and unfortunately had a very disappointing experience. I have stayed at numerous hotels within the Hilton family over the years, and this is the first time I have ever felt compelled to leave a negative review. I do not take writing reviews like this lightly, but the events that occurred during my stay warrant serious attention.

When I checked in, I had two separate reservations for consecutive nights. I spoke with the assistant manager and explained that I wanted to remain in the same room for both nights. He assured me that he would update the reservation in the system so I would not have to move rooms. Based on that conversation, I believed everything had been handled correctly.

The following day, however, multiple staff members came to my room asking whether I was checking out. Each time, I explained that I was staying for a second night. Despite this, after check-in time, another guest was actually issued a key to my room and walked directly in while I was occupying it. This was a serious breach of privacy and safety.

What makes the situation even more concerning is that if I had not been in the room at that moment, those guests likely would have been checked into a room that had not been cleaned or prepared for a new arrival because I was still occupying it. This demonstrates a significant failure in communication and room management, affecting both my safety and the experience of the guests who were mistakenly assigned my room.

When I went downstairs to address the issue, I spoke with Ms. Simmons. Rather than apologizing for the mistake or reassuring me that the matter would be corrected, she appeared more focused on joking with the guests who had been given access to my room. I never received a sincere apology for the situation, nor did anyone acknowledge the seriousness of allowing another party access to an occupied room.

Unfortunately, the problems did not end there. During my second night, I slipped and fell in the shower, dislocating my finger and requiring treatment at urgent care. I called the front desk to report the incident and requested to speak with a manager. The employee informed me that she was the manager. After I explained what had happened, there was no expression of concern for my well-being, no inquiry about whether I needed assistance, and no acknowledgment of the seriousness of the injury. I was simply told that an incident report would be completed.

When I later returned to sign the incident report, I discovered that the employee who had identified herself as the manager was listed as the same person completing the report. When I asked about management in person, I was then told there was no manager available. This left me questioning whether the front desk employee was acting as the manager on duty because no actual manager was present in the building. The conflicting information and lack of professionalism were frustrating and concerning.

Mistakes can happen, but how staff respond to those mistakes is what truly defines the guest experience. Being repeatedly questioned about checking out despite having an active reservation, having another guest given access to my occupied room, suffering an injury on the property that required medical attention, and receiving little to no concern, accountability, or empathy from staff made this stay extremely disappointing.

As someone who has trusted the Hilton brand and stayed at Hilton-family properties over the years, I never imagined I would have an experience like this. This is the first negative review I have ever left for any hotel within the Hilton family, and I sincerely wish it had not been necessary.

I hope hotel management carefully reviews these issues and takes meaningful steps to improve guest safety, staff communication, room assignment procedures, and customer service. No guest should have to worry about another person being given access to their room, nor should they feel dismissed after reporting an injury that occurred during their stay.

All of the staff was very friendly and helpful. We had asked if we could do a late check out. They were able to. The breakfast looked amazing. The outside chairs are very comfortable.nic relaxing place to be.

Overall accommodations were excellent.

Staff were so friendly and nice! From the reception to the breakfast area to the worker in the elevator, everyone was so helpful and kind. It was appreciated after a long trip!

So, it’s a little premature to write this review. But I must say… Kay made my visit so pleasant. She is so friendly, accommodating and attentive to the desk. She is never “missing behind the office wall” which is common. She has pure GM potential. Keep an eye on her @hilton. The hotel is beautiful. I feel completely safe here. It definitely deserves a remodel as it’s a little dated but very clean. It is attached to a Ruth Chris Steak house. But I got in late and wasn’t ready for the quality or cost after a 10 hour drive. Parking lot, rest rooms, gym and pool are fantastic. There is a luxurious sitting area outside with many TVs, lights, fire pits and heat lamps (not needed today). So far, I’m impressed with all of it, especially the customer service provided by Kay. She’s amazing.

Clean and professional

Room was very clean. Staff was friendly. Check out was quick and efficient. Location was great for a girls shopping trip with tons of stores, mall, and great restaurants with in a two mile radius.