Rated 2 out of 5 by schmak2 Hotel facilities/amenities subpar
The internet access at this hotel is terrible. I've tried to use it in several different guest rooms and meeting rooms and it constantly drops signal and is slow when it actually works. The lack of connectivity caused several disruptions to our meeting. On the plus side,. they did not charge for internet access.
The temperature in the meeting rooms varied from uncomfortably hot to downright freezing.
In order to use the gym next door you have to pay $7 per day. It would be nice to either provide free access or at least get a better contracted rate for guests.
Staff service was great. The restaurant was good as well, but the menu is somewhat limited if you are staying for a few days.
October 24, 2012
Rated 4 out of 5 by DeloresL Great hotel normally, but problems this visit!
We generally have a wonderful experience at this hotel. This stay we encountered several problems. The staff working the desk were not familiar with procedures for redeeming Starpoints. I was not given coupons needed to redeem my points, in the restaurant & bar. A staff member finally got the matter cleared during our check-out. However it did cause a problem. The phone in the suite did not work. We had to walk to the far end of the hotel to use the house phone, this was an inconvenience. Normally there is a high back chair in this suite, it was missing during this visit. I have a bad back and needed a chair to sit in rather than sitting on the sofas. I had to use the computer chair instead.
February 17, 2014
Rated 5 out of 5 by SirKnight999 The staff made all the difference
Hotels, for the most part, are just places to sleep and rest. However, if the staff of a hotel and convention center are professional and act as if they want to be there, your stay will be a lot more than just a place to sleep and rest. People expect clean rooms, comfortable atmosphere, and a few amenities to make their stay a good one. But a smile and a “how are you” goes a long way from a staff member that looks professional, acts professional and conducts themselves professionally. This is what you will get when you stay at this hotel, from the check-in staff to the room service staff.
May 21, 2013
Rated 4 out of 5 by Martino Overall a good experience
The convenience to the airport is an asset - the staff was friendly - I was there for a photographers's convention and everything seemed to run smoothly. Breakfast omelettes were great - lunch was OK
August 18, 2014
Rated 4 out of 5 by sleepy9 Good stay annoying maid
I had not checked out of my room yet and found the door wide open when I came back to my room. I tried to take a nap in my room for an hour before I had to check out, I placed the privacy hanger on the door and turned the privacy lock. The maid still knocked and kept knocking on the door until I was able to wake up, and get to the door. She said she was sorry, but my nap was interrupted, and I wasn't able to get back to napping because I was so strung up with stress at the time, I guess. I just wish the maids would leave me alone when I have all indications I don't want to be bothered.
November 7, 2013
Rated 5 out of 5 by fgoodwin Welcoming
I have stayed here often, this visit was new staff I had never seen at the front desk. They treated me like I was a king. I was also able to see some of the staff that I did know and they always welcome me like family.
August 15, 2014
Rated 5 out of 5 by solo702 Good sleeping
The beds are very comfortable and make for good sleeping.
August 19, 2014
Rated 3 out of 5 by Stella14 Great staff but needs some work
The staff at this hotel are exemplary ... friendly, courteous and helpful. The hotel itself needs some work. From picking up the handset at the Airport to get the shuttle (requested to press 3 from a handset with no buttons was perplexing), to the checkin setup where the computer screens blocked me from engaging with front staff effectively to getting a room that was almost unsafe in how rippled the carpet was ... my initial experience was not the best. However, thanks to the great service, this negative experience soon faded. These items should still be addressed but the good news is that these are easy fixes. Having such great staff is much more difficult. I hope you give them a great Christmas bonus!
December 20, 2012
Rated 2 out of 5 by Kat34 This hotel is poor compared to other SPG hotels
It took forever to check in
The front staff wasn't very friendly
This hotel doesn't value your SPG status which isn't stated on it's website
August 16, 2014
Rated 5 out of 5 by mrkrmark EXCEEDED EXPECTATIONS
The check-in was smooth and quick. Room was quiet and comfortable - linens were crisp and clean. All in all, a very good experience
August 16, 2014
Rated 4 out of 5 by hantifen Great hotel staff
Wonderful staff at the hotel. Front desk is always ready to help and very attentive to the guest's need. Only inconvenience is the additional fee required for the gym facility usage next door. Since the majority of hotel has its own gym, it would be nice if the gym access for Sheraton is also complimentary with the stay.
One compliant is the Cafe on-site that supposedly offered Starbucks quality beverages. Ordered a cappuccino one morning from the Cafe, and when ready to enjoy the foamy beverage, it was great disappointment to find that there were no foam in the cappuccino. It basically looked like a regular coffee with added hot milk. Completely missed the essence/identify of how a cappuccino should be like.
April 22, 2013
Rated 4 out of 5 by SteveKzoo elegant hotel off the beaten path
Had a very nice time at the Sheraton. Nice Bar. Wish the fitness center was in the hotel, but not a big deal. Had a little problem finding it but once I did, I was quite surprised by the amenities. I had a great experience until I lost my ID card. The night audit was a young woman named Lisa. She helped me with advice on how to contact the airlines the next day and offered me another room key since I had lost it too. I went out to my car and she gave me a flashlight as well. Turns out my ID was buried in the seat of my rental car. But thanks to Lisa, she made me feel a bit more calm about the situation and went above and beyond what she had to do, especially at midnight. Because of her efforts, I am inclined to stay there again.
May 16, 2014
Rated 2 out of 5 by RudyCDX1 Over Sold - Late Arrival
I arrived to find that there were no more rooms left even though I had a "Guaranteed Late Arrival". The front desk person put me in a room with a maintenance issue; the electronic door lock was not working. At 1:30am I had no other choice but to take this room. The maintenance man was called and he used a wire slipped under the door to open the latch and let me in. If I left the room this would have to be repeated. I am glad I had a room to sleep in but very disappointed that I arrived to find that I the hotel was oversold and I was the unlucky person to get the shaft.
March 23, 2013
Rated 2 out of 5 by martimal Service is inconsistent
Front desk service is trending down. I've stayed at this hotel over 35 times in the past year. They forgot to provide me my corporate breakfast coupons on my last stay and never apologized, acknowledged that they will send my folio via email 3 times and didn't do it until I called. When I requested a power cord for a meeting, they didn't send it up until we called a manager. On the phone right now and the person was rude. Again, no acknowledgement of not sending my bill and waited for over 5 minutes. Not sure what is happening with this hotel but considering to switch.
May 31, 2013
Rated 2 out of 5 by BruceIan run down, aging, many things broken
I've stayed here 1 too many times. Staff is very attentive. some are prone to making excuses instead of working to fix the issues.
Many things are either just barely working or broken.
Had the desk chair replaced when I got to the room. Would not raise. Any attentive room staff should have seen it. Sink is stained in many places. Side door access to hotel (with room key only) did not work for me or the person before me. They came and opened it after calling on the courtesy phone... as I said, staff works hard.
Door lock to room does not recess enough to let the door close automatically. Must hold finger in door for last 3 inches.
The place is just barely adequate.
After many many stays here, I've just had enough. I will look for an alternative SPG hotel next time. Even if the drive to work longer.
July 9, 2014
Rated 5 out of 5 by CDL2014 My Go-To Hotel in Durham
I will always stay at this hotel when I visit Durham, North Carolina (which is often). Whenever I have to drive or fly in, this hotel is very easy accessible and clean!
August 11, 2014
Rated 3 out of 5 by HotelJunkie27 A little bumpy
This was my boyfriend and my first time at this hotel and we were staying for our anniversary. There was a mix up in the reservation date and the front desk got us checked in but double charged us. And didn't tell us. Then the other guy stopped me in the hall later to tell me the deposit as lost. I called the Starwood help line and they talked to the manager who told us 2 different things. It was a mess. It wasn't until checkout that we had a knowledgeable staff member help us, congratulate us on our anniversary and apologize for the mix up. We still had to sort out the rest of the details on the phone after we left. Also the shower only had cold water that morning. The best was comfortable though and the room was clean.
September 6, 2012
Rated 4 out of 5 by KA110 Great Features
Very elegant, bedding was super nice and employees are very accomodating.
August 11, 2014
Rated 1 out of 5 by MSL48 Horrible SPG Experience
My rcent stay was horrible. I had a 2/25/14 reservation. The hotel said I could stay on 2/24/14 as well, only to be kicked out of my room that evening despite telling them that 1) i had a 2/25 reservation, and 2) i am paying for 10+ of my employees EVERY WEEK to stay there. After expleianing how I ave have been VERY LOYAL to Starwood, all I got was an email kicking me out of my room. Nice job...
March 10, 2014
Rated 5 out of 5 by tournament1 Very clean
This hotel was very clean! Great amenities and friendly staff.
August 11, 2014
Rated 5 out of 5 by Rosie657 A Winner In All Categories
Having recently stayed at a property from another chain that is known for their superlative service, we were pleasantly surprised at the warmth and hospitable nature of the entire staff. Although the maintenance of a property is very important, it comes down to the staff and how they present not just themselves, (your voice printout) but the company they represent from the very second you step up to the counter for checkin to the very last minute you depart. The management obviously cares at the Sheraton Imperial as well as the staff.
Keep up the good work.
November 28, 2012
Rated 5 out of 5 by michale always pleasant stay
My wife and I stay here some 6 to 8 times a year when we attend seminars at Duke. The hotel is always a good experience and many restruants in the area, although the breakfast is among the best at the Imperial and they have the 'worlds best omlet maker'
July 28, 2014
Rated 4 out of 5 by racrefsyst nice stay
this room was really great. comfy bed and sll the amenities.
August 3, 2014
Rated 4 out of 5 by SMBE23 More than I needed
The hotel offered more amenities than I needed,. The hotel was clean and room décor was about average. Would expect a bit more at this price point. Bed was comfortable. The HVAC unit made very loud noises every time it went on or off that I kept waking up. I forgot to mention to the front desk at check out. Otherwise the hotel was quiet. Staff was friendly and accommodating.
July 11, 2014
Rated 4 out of 5 by LuckyLo Fantastic customer service
EVERY single employee I encountered knew the meaning of customer service.....and with a smile! I have stayed in this hotel 3 times and the staff are so friendly, it feels like coming home. Lori in the bar is lovely, the staff at the reception always greet you with a smile and a "hello, how was your day?" and on my last trip, I also met the general manager who is really nice.
The rooms are really comfortable, there is a great gym next door and the hotel is close to RTP and the airport. I would have given this hotel an excellent but I think that the hotel has two areas of improvements: wifi (if you don't use your wifi for a while, you have to log back in which takes a few minutes) and the food menu (it would be good if the hotel changed it every now and again).
February 13, 2014
Rated 3 out of 5 by Ben64 May 29th stay
Although I was upgraded to the 7 floor preferred guest level, the room 917 was very noisy at night due to garbage compactor removal (3:00am) as well as the building exterior metal structure was cracking during night as it contracted and cracking in the morning as it expended due to heat from the sun. I had a very disrupting night of sleep. The air conditioning in this room was also very noisy during the start and stop sequence, to the point where I jumped couple of time as I did not expected this type of noise from a room AC.
May 31, 2013
Rated 3 out of 5 by Larken Not as good as usual
I stay here several times a year and usually enjoy this hotel. I'm usually taken pretty good care of as an SPG Platinum member, but this time I was put in a first floor room, had to go back and ask for a key to the club room and the wifi was abysmal so I was unable to get any work done.
July 20, 2014
Rated 1 out of 5 by JGR305 SPG Gold Not Recognized Here
Told by front desk agent that upgrades are not offered to SPG Gold-level customers-they are only offered to SPG Platinum-level customers. The front desk supervisor verified this policy. Brought this to the attention of the MOD before I left in the morning. Nice guy, but no clear understanding of the SPG program. The guest room was an average Sheraton guest room--decorated in average Sheraton style. Room was clean and tidy. Hallway extremely noisy from guests returning to their rooms until about 2 AM; noise from passersby picked up again at about 7 AM. Seasons restaurant a little below average--even the "special menu" was not all that great, although prices were OK. Not a reasonable property for quiet rest, or to take advantage of SPG privileges. Many other options in the area.
March 11, 2014
Rated 5 out of 5 by Gordon31 Superior Service Hotel
This is a superior hotel in every sense of the word. Our needs were met, special requests were taken care of promptly,food service was great, and personal attention was more than satisfactory.
I am planning to reserve a room at the Sheraton Imperial for my upcoming visit
to Durham next month.
July 13, 2014
Rated 5 out of 5 by BobbyConference Conference
I really enjoyed my stay. The room was larger than I expected and included wired internet access. I've stayed in hotels where the wireless internet was poor quality and it was nice having solid wired internet. The waiters in the restaurant were very friendly even when I came in for dinner ten minute before closing time. The cable TV channels were very good.
Only negative was some minor cosmetic problems with the room - carpet was sticking up slightly. Wallpaper was sticking out a bit. Not a big deal to me.
October 22, 2012