Hampton Inn & Suites By Hilton Knightdale Raleigh

Love the location and everything that’s included.

The staff was nice, the hotel was clean and smelled fresh.

Right by a lot of shopping and restaurants

Awful experience. Emailed General Manager and Asst. General Manager on 05/11/2026 but still waiting on a follow up. See email to them below.

From: ----------------------------------------
Sent: Monday, May 11, 2026 10:44 AM
To: rhonda.emerson2@hilton.com
Cc: nelshaundra.baker@hilton.com
Subject: Issue regarding front desk staff

Good Morning,

My name ---------. We were in town this past weekend for a soccer tournament. Our team manager sent out a hotel booking link to book with Hampton Inn so we could try and stay at a central location. My family and I arrived on Friday 05/08/26 around 7:00 pm. Upon arrival, we went to the front desk for check-in. We were greeted by a lady named Shakirah. At first, everything seemed fine. She was friendly. We got our room card and headed to our room. Upon entry, I noticed that there was only 1 king bed inside the room instead of the 2 queen beds that I booked. I pulled up my email for the original booking just to verify. While looking at the booking, I also noticed that when we checked in there was an additional $100.00 charge on my card instead of the expected $280.73 I had been given. I walked back down to the lobby and waited my turn to be able to speak with Shakirah. I approached her with phone in hand and wanted to see if she could clear this up. This is when another side of her came out. She said “put the phone away, I don’t want to see that”. She proceeded to tell me that since we booked so many rooms that the hotel manager decided to downgrade all of us to studios. I asked her how could this happen without no one receiving a heads up? I said “I almost feel like this was a bait and switch” and before I could finish my sentence she puts her hands up and LOUDLY says “Hey hey hey, that’s legal language and if you’re going to say bait and switch I will cancel your reservation and give you corporates number to complain”. I was stunned and so were my children who were standing there listening to all of this go down. I told her I was just trying to get some clarification and not trying to cause any issues. She replied with “well, if I cancel your reservation there is no other hotel in this area available to due to graduations and the tournament going on so you need to let me know NOW if you’re planning on staying or if you want to go get your luggage”. I was so embarrassed standing at the desk. I asked her “do you at least have a foldable bed or something we could use to make this work”? She said “wait right here the maintenance guy is heading upstairs for someone else and he will look”. We stepped to the side and waited for him to come back down the elevator. When he got back down, we followed him up to the desk and asked her if he had found anything. She RUDELY said “you need to go wait in your room and I’ll let you know that information”. The most disturbing part of this entire interaction was the smug way she was smiling in a very CONDESCENDING way and being very passive-aggressive. At that point, we got on the elevator and went to the room. She never did follow up with me. We sat in the room for 20 min debating if we should just leave Raleigh because of the way she had just treated us. We ultimately decided to stay because I did not want to ruin my son’s big game. On Saturday before our first game, I stopped by the front desk again and asked the gentleman if a manager was available to speak with regarding this issue. I met with Asst. General Manager, Nel, and described in this email what happened at check-in. She was very helpful and listened to every word I had to say. She apologized for Shakirah’s actions and gave me her business card and asked that I send this email and copy her.

Very clean and great customer service

Staff was nice, cheerful, and easy to talk to.
Breakfast was good and had variety.
Room was comfortable.

The Property was clean and felt safe. It was located next to a Target and several restaurants were close by. Recently remodeled and modern feeling.

The staff is friendly and helpful.

I love the location

Na

The breakfast was good. The location was excellent. It was close to downtown , but didn’t have to deal with downtown.

Location was great. Room was spotless. Friendly checkin.