Cambria Hotel Raleigh-Durham Airport

Employees were gracious, great deal, spacious room, great location, kids loved the pool

Charged for food, didn't seem like they treated their employees well, were out of things like toilet paper and pool towels

Nice Hotel, Terrible Shuttle Service

I was stranded overnight at the Raleigh-Durham airport because of engine trouble. The location of this hotel is unbeatable. The Desk staff was very nice and helpful at check-in. My room was on the fourth floor. It was spacious, quiet and comfortable. The A/C worked great. There’s a nice little restaurant and bar on-site that provides room service. A Keurig coffee maker is in the room. At check-in, they offered and provided a wake-up call and a reservation to take the free hotel shuttle to the airport that runs every half hour so I made a reservation for 6 am and went downstairs the next morning at 5:45 am to take the shuttle. Everything at this hotel seemed to be working smoothly and efficiently for airport-bound customers.

The next morning, the shuttle driver refused to honor my reservation, saying the shuttle was already full. It accommodates only 6 people and the last 2 people jumped in while I was walking out with my bag. I have no idea if they all had reservations. When I told the shuttle driver I had a reservation, he raised his voice at me and said, “what do you want me to do, kick them out”? When I indicated that this was not an appropriate response, he escalated his bullying, pointed his finger at me and continuing to raise his voice, saying “this is your problem, not mine. You need to fix it.” I responded in a normal tone that this is the hotel’s business problem and asked him to come inside the lobby with me to speak to the manager. He refused. I went and got the manager, and the shuttle driver continued his belligerent behavior towards both me and the manager. Long story short, the shuttle left without me and I called Uber. I am a white-haired women age 63 traveling solo, staying at this hotel overnight because of a flight cancellation. I am a very nice person. The shuttle driver’s aggressive bullying behavior towards me was unprovoked and inappropriate. When I asked the manager how it happened that I had a shuttle reservation but couldn’t get on, he said the other people got on the shuttle before me. I think Cambria Hotel needs to fix its shuttle reservation system or not offer it.