SpringHill Suites by Marriott Durham Chapel Hill

I stayed at SpringHill Suites Chapel Hill/Durham for an extended period starting January 21st and unfortunately experienced a very upsetting situation that I feel other guests should be aware of. After speaking directly with the manager, Yasirys, I was told I could pay my room balance the following morning due to a temporary card issue. Despite this, staff still escalated the situation. I was later denied access to my DoorDash food delivery unless I paid immediately, even though it had already arrived and was at the front desk addressed to me. My food was effectively withheld by the front desk agent, Patricia, and I had to involve police to retrieve it. Officers confirmed the hotel could not legally keep my personal delivery from me. Earlier that same day, another staff member, Renée, refused to provide my child with a basic band-aid due to the payment issue, which I found very concerning. I would also like to add that following the incident, the manager, Yasirys, confronted me in a manner that felt inappropriate and unprofessional. She told me that I was wrong for calling the police on her employee, despite the fact that I only did so in order to retrieve my food and resolve the situation peacefully. This contradiction and confrontation added unnecessary stress to an already difficult situation. After the incident involving my food delivery, Yasirys, the manager, and her employee, Renée, retaliated against me by requiring me to leave the property after staying there for over two months. Yasirys and Renée even went as far as entering my room without knocking or providing any notice to make me leave. This was a violation of my privacy and made the situation even more distressing. Their actions were not only unprofessional but also unacceptable in terms of basic guest rights, respect, and safety. I’m genuinely confused how another guest who reportedly owed over $13,000 at the time was allowed to remain on the property, while I experienced negative consequences over a balance of only $123.72. This reflects a clear inconsistency in how policies were applied. I observed that other long-term billing situations appeared to be handled differently, which was confusing from a guest perspective. There were also ongoing concerns with the room conditions during my stay, which I documented separately. I made management aware that I was experiencing symptoms such as nausea, vomiting, lightheadedness, congestion, and a dry throat, which were related to the room conditions. I raised these concerns multiple times, but they were not addressed in a meaningful way. The night before we were forced to leave, my child also became sick, which made the situation even more upsetting. I will attach pictures of the mold below. (The first picture shows when I first made the manager aware of the issue. The following pictures show what the mold looked like three weeks later, before I checked out.) I almost forgot to mention that the room I was staying in was handicap accessible and the manager, Yasirys was rushing me to leave so she could sell it to another guest WITH MOLD IN IT because they were approaching a sold out weekend. I also want to note that during my stay, I went out of my way to support and help multiple employees financially outside of the workplace, so it was especially hurtful to be treated this way in return. Overall, I found communication between management and staff to be very poor, and the handling of the situation felt unprofessional and distressing. This experience was very disappointing and concerning, especially given the health risks and lack of proper response from management. It has been over two weeks since I checked out of the hotel, and my issues still have not been resolved. Based on my experience, I 10/10 do NOT recommend!!!! I hope this review encourages the hotel to take guest concerns more seriously moving forward.

Clean and a friendly staff.

The location of the bathroom in the rooms Is a very poor design. Its like they realized they forgot to install the toilet then stuck it in a separate closet. And the lock NEVER works...

The location was great, there were stores and wonderful areas for walking! The staff was welcoming and friendly. The rooms were nice, plenty of mirrors, two separate bathroom areas and the beds were comfortable. The breakfast was good. We really enjoyed our hotel stay!

Everything was great!

The staff was very friendly

The breakfast was mediocre. The shower had mold in it.

We have stayed in Springhill suites hotels before. The television was off to the side of the bed because there was a big glass door where the toilet and sink are in front of the bed. Very awkward arrangement. It was clean and there was a lot of room to spread out. Although I'm not fully handicapped and need a an accessible room, there was no place to sit in the shower room and get dressed We missed the first day's breakfast because it stopped at 9:00 and not 9:30 as with other Marriotts. It was an all right breakfast.

Luz is the best! Thanks for making our stay so nice

The bartender Renee was phenomenal during our whole visit! Traveling for business and will definitely come back to this hotel!!

Breakfast wasn’t good and the bed was really hard