Courtyard by Marriott Durham Near Duke University/Downtown

This hotel is need of a major renovation. Peeling paint, stained carpets, cracking ceilings, and moisture around the window casings were a few of the very visible needs, both in the shared spaces and in my room.

I stayed at the hotel for 5 nights (Sunday-Friday), and despite asking several times, my room was NEVER cleaned.

I understood that room cleaning would happen every other day, which is understandable. However, upon returning to my room on Tuesday night after a very long day at the VA hospital supporting a family member through a difficult recovery, it was not cleaned, I was out of towels and the extra small trash cans were overflowing. I had to return to the front desk ask for fresh towels. Every morning after that I asked before leaving for the hospital, and every night I returned to an unclean room and need for replenished towels.

There was absolutely no compensation or acknowledgment of the lack of follow through on providing the service requested, including follow up from the manager as I had requested.

While the location is very accessible to the Duke VA Hospital, the quality and service did meet that standard I expected from a Marriott hotel. There are absolutely better options available in the area, so steer clear. This establish is looking for the money with no follow through on service.

My 2 star is for location and gratefulness that I at least had a place to lay my head at night.

First impressions are everything, that being said, we were greeted with a smile and very kind personnel, Sherricca. Her smile and personality made us feel at ease and "at home". She was also very knowledgeable and the check in process and quick and smooth. I hope to come across more "Sherricca's in this world, because it would be a better place! Oyher staff was also kind, not one rude person works there. The room was nice, clean and neat, however the beds were not the most comfortable. We were there for an early morning check in at the Durham VA, just right down the road.

I had a very disappointing stay at the Courtyard by Marriott Durham Near Duke University/Downtown.

The hotel is outdated and in need of renovation. On the first morning, the on-site Starbucks was closed. When I asked where I could get coffee, I was simply told to walk to a nearby gas station. As someone visiting an unfamiliar city, I did not feel that was a reasonable or welcoming solution. The staff was not helpful and showed little interest in assisting guests.

On the second evening, I found a cockroach in my room. That was enough for me—I packed my belongings and left because I was no longer comfortable staying there.

To make matters worse, although I left early, I was charged for two nights.

Between the outdated condition of the hotel, the cockroach, the unhelpful customer service, the lack of coffee service, and the incorrect billing, this stay was completely unacceptable. Do not stay here.

As longtime Marriott members who transitioned from SPG years ago, we have come to appreciate the distinct experiences each brand offers. The W has its signature burger and truffle fries, the JW has its twice-baked potato and garden-to-glass cocktails, and when we stay at a Courtyard, we look forward to the skillet meatballs and French fry duo. Unfortunately, this stay fell significantly short of what we have come to expect.

Bar Service:
When we arrived at the bar, the bartender, Dominique B was in the back then he walked to the bar and began preparing food with his back to us and made no effort to acknowledge us. An older couple also approached and waited so long that the husband told his wife to simply take a seat. Basic hospitality starts with acknowledgment, and that did not happen.

Food and Drinks:
The meatballs arrived barely warm with cheese that had not melted. I ordered the French fry and dip duo and received no sauces at all. The cocktails had a cloudy, clumped appearance and were not enjoyable. We chose not to return the food or drinks because the bartender appeared visibly irritated, and the front desk staff seemed equally unwelcoming — which should never factor into whether a guest feels comfortable addressing a problem.

Housekeeping:
We left the room at 9:00 AM and returned at 7:30 PM to find the room uncleaned and no fresh towels available. When I called to inquire, I was told that guests must request housekeeping. This may have been an understandable policy during the height of COVID in 2020, but we are now in 2026. If this is the current standard at Courtyard properties, guests should be clearly informed at check-in rather than discovering it after a full day away. It also appeared that housekeeping was severely understaffed, as staff were still working past midnight. Again, transparency at check-in would go a long way.

Overall:
We have been loyal Marriott guests for over two decades and genuinely enjoy the various properties and what each one offers. This stay was a reminder that even trusted brands can have off experiences. We hope this feedback is taken constructively, as we would like to continue choosing Marriott for our travels but the service can’t continue like this.

Pros:
Does the basic functions of a hotel decently.
Bedding was clean.

Cons:
Fairly old and dirty. Stains on virtually every carpet and piece of furniture.
Expensive for what it is.
They make you pay for the coffee in the morning and any breakfast. Very expensive too. Many other Marriott properties give you complimentary coffee.
Aggressive panhandler cornered me in the parking lot at night as I parked my car to check in.

Next time I am in town, I will stay elsewhere.