Sheraton Imperial Hotel Raleigh-Durham Airport at Research Triangle Park

Breakfast buffet was good.

The location was excellent for us, and the shuttle to and from the airport was both timely and convenient. The grounds were lovely and the parking area was secure.

This hotel was substandard at best. Our room reeked of smoke, but we arrived late and were too tired to ask for a change. The front desk person ignored us for a while when we were the only people in line. We had to find the elevators on our own. The shuttle service is unreliable. The shuttle driver was super nice, but he had no idea how to sign us in to take the shuttle. We were ignored by the front desk, then told to sign in on our phone (we had prepaid for off-site airport parking there, and the shuttle was included). It was so complicated that it took another hotel employee to finally help us sign in. Long story short, we missed the first shuttle even though we were twenty minutes ahead of it. Then, when we arrived at the airport upon our return, we had to wait 45 minutes. We called eight times before anyone answered and were told it would be fifteen minutes. 40 minutes later, we called again, and they finally arrived. The ice maker did not work on our floor, and we had to search for one that worked. (No sign on the broken one.) The hotel itself is tired and in need of a spruce-up at best. Not up to the standards of other Marriott hotels that we have stayed in. The only good thing about it was the location, being close to the airport, but with the shuttle issue, we would never stay here again. Also, I mistakenly put up a five-star review for the hotel on their site (confusing it with another hotel from the trip that was fantastic). None of my attempts to get that review deleted have worked. I do NOT recommend staying here.

Omg the staff was soooo amazing. Shy the front desk Lady was so great and made my stay so fun and treated us like family

Extremely Disappointing Stay – Poor Service and No Accountability

I had a very frustrating experience at the Sheraton Imperial Hotel Raleigh-Durham Airport at Research Triangle Park.

The biggest issue during my stay was the completely ineffective air conditioning in my room. The temperature never dropped below 76 degrees, making it very uncomfortable, especially at night. I reached out multiple times—three separate attempts—to either have the issue fixed or be moved to another room. Each time, I was met with little to no empathy, no real sense of urgency, and no concern for my comfort.

Even worse, I was told the issue would be looked into and that I would receive updates, but there was absolutely no follow-up. No one ever called my cell phone as promised. It felt like my concerns were simply ignored.

As a token gesture, I was given a $20 food and beverage voucher (which didn’t even apply to alcohol). When I went to use it, my total went over by $1.50. I paid $2.00 in cash, but the attendant gave me a receipt with no change. When I politely asked about the 50 cents, I was told, “We don’t have change in the drawers.” That moment summed up the entire experience—poor service, lack of care, and no accountability.

Overall, this stay fell far below expectations. Between the uncomfortable room conditions and the dismissive service, I would not recommend this hotel and will not be returning.

Kudos to the front desk agent, Sky for exceptional service! We received friendly, pleasant, helpful, efficient service that went well above and beyond that made our wonderful stay so comfortable and happy. Jordan was nice & had great customer service as well & Ivy was so pleasant. Looking forward to coming back and telling others we know to come visit this beautiful hotel with the best staff.

I had a wonderful experience from start to finish because of the shining star, Shy! Excellent face of the hotel. The property was also beautiful, clean & very well-maintained.

What truly stood out during my stay was the exceptional customer service. I’d especially like to recognize Shy, Jordan & Ivy for their professionalism & attentiveness—they all went above & beyond to make sure everything was perfect & that I felt welcomed throughout.

I also again want to give a special thank you to, Shy who was incredibly kind, friendly, gave excellent referrals that enhanced our stay. Her warm & positive attitude really made our stay even more special.

Overall, I highly recommend this resort & look forward to returning again soon & referring all that I know to come stay here first.

Don't stay in backside. LOUD parties last two nights.

FRONT desk. Said it goes to 12 pm. NO I asked you to get the volume loweed. Maybe your making more on the private event rather than your no sleeping customers.

30 mins later, nothing. 10:30pm and I have a early check out.

OH, called again. No answer at front desk.

Other than that. It works for a quick trip.

Everything

I was worried about staying here. Some Sheratons over the years have not held up well and the reviews were concerning. So I rolled the dice. It was only night what could go wrong. Arrival -> Incredibly large parking lot. Park near the top. Suitcase not like the pavement. Then it hits you, the first sign that is. You got a suitcase, backpack and bag in both hands. They want you to take a picture of a QR code to pay for parking. Let me just drop everything for this QR code. They cannot add it to your bill you have to pay a third party. WTF. Front desk -> person was kind of concerned but not sure he took me seriously. Got the feeling he has heard this before and was ready for me to move on. Room -> I get to the room and it is really nice. Looks newly renovated. It was really clean. Good job so far. Then I went to wash my hands and the hot water handle fell off when I turned the water on. Hmmm. Thats new. Using my life skills just put it back on and let the front desk know about it. BUT the best thing was the refillable containers in the shower are legible. You can read the print on them at 5am. In the dark. Without my glasses. No more using conditioner to shower. Room was quiet. Bed comfortable. Food -> Had breakfast in the quick dining area. That dude was hustling. Hope they pay well. He should go far. Misc -> Paint all of the doors. You can see a line were the luggage as rubbed up against the door. All of them. Consistency I guess. Would I stay here again. Sure. All minor things. It is in a safe area. Close to the airport. Staff was great. But that parking QR code thing just bugs me.

Really, not much. The experience was so bad in the check-in process, that couldn't really enjoy anything of the hotel. The only thing I could say was good, were the pillows