Montrale, Thank you for your kind words regarding your recent stay. We are pleased to hear that you enjoyed our unique offerings and location. We look forward to welcoming you back in the future for another memorable experience. Best regards, 21c Museum Hotel Durham

Mr. C., Thank you for sharing your experience with us, and happy anniversary. We’re honored that you chose 21c Durham to celebrate such a special occasion, and I’m truly sorry that discovering a previous guest’s belongings in your nightstand created doubt about the cleanliness and preparation of your room. We understand how unsettling that must have been, particularly during a celebratory stay. While we hope the rest of your visit provided enjoyable moments, we recognize that something so easily overlooked can understandably affect your confidence in the care of the room. Your feedback has been shared with our housekeeping and leadership teams so this can be addressed with the attention it deserves. We sincerely regret that this was part of your anniversary experience and hope we have the opportunity to welcome you back for the thoughtful and polished 21c stay you should have received. Warm Regards, 21c Hotel Durham

Megan, Thank you for sharing such thoughtful and candid feedback. We’re delighted that you found your stay at 21c unique and comfortable, but we certainly understand your frustration with the accessibility of ice and filtered water from the 9th floor, particularly later in the evening. We’re sorry that accessing these amenities felt inconvenient and, more importantly, that the experience left you feeling that the setup was intended to encourage the purchase of bottled water. That is certainly not the impression we want our guests to have. Your feedback has been shared with our leadership team as we consider how we can make water and ice access more convenient throughout the guest experience. We truly appreciate you bringing this to our attention. Your perspective is valuable, and we hope to welcome you back for an experience that feels every bit as thoughtful and comfortable as you expected from 21c. Warm Regards, 21c Hotel Durham

Dominic, Thank you for taking the time to share such detailed feedback. We’re glad you enjoyed your room, our downtown location, and the unique museum experience, but I’m truly sorry that the service and operational issues during your stay overshadowed those positives. I’m particularly concerned about your experience with the elevator. Being inside an elevator that goes out of service is understandably unsettling, and you should not have had to repeatedly request updates or feel that your concern was not being handled with urgency. We also sincerely apologize that your room was not serviced during the day and that your late checkout was not properly reflected in your room access. Having to be escorted back to your room is certainly not the seamless experience we strive to provide. These are several important points where we missed the mark, and your feedback has been shared with our leadership and operations teams for review. We truly regret that these experiences left you feeling that 21c did not provide the level of service and care you expected for your stay. Warm Regards, 21c Hotel Durham

Betty, Thank you for sharing such a thoughtful review of your four-night stay with us! We’re delighted you enjoyed your one-bedroom suite, comfortable bed, exceptionally clean bathroom, and downtown views. It’s also wonderful to hear that your interactions with our team were consistently pleasant and that you enjoyed breakfast at the restaurant. We appreciate your candid feedback regarding the breakfast service and valet parking. We understand that a longer stay can make daily parking costs especially noticeable, and your suggestion regarding a member benefit or discount is a thoughtful one. We’ll be sure to share your feedback with the appropriate teams for consideration. Thank you again for choosing 21c Museum Hotel Durham. We hope to have the pleasure of welcoming you back for another memorable stay! Warm Regards, 21c Hotel Durham

Collins, Thank you for sharing such thoughtful and candid feedback, especially as a returning guest. It means a great deal to know that you continue to enjoy 21c, and I’m truly sorry that recent stays have left you questioning the condition and, most importantly, the safety of the property. Your experience during the fire alarm is particularly concerning. Every guest should have confidence that an emergency alert will be clearly heard from their room, and I completely understand why this would affect your comfort and confidence in returning. We have shared your concerns with our leadership, engineering, and appropriate safety teams for immediate review, including the alarm audibility you experienced in your room and throughout the hallways. We also appreciate you bringing the recurring maintenance issues to our attention. Items such as thermostats, light switches, and shower amenities should be properly secured and maintained, and we recognize that these details can begin to change the overall impression of a room. We’re grateful that you took the time to be so candid with us. As someone who has continued to choose 21c, we don’t take your confidence for granted, and we sincerely regret that this most recent stay gave you reason to reconsider returning. Warm Regards, 21c Hotel Durham

Susan, Thank you for sharing such a lovely review! We’re honored that you chose 21c Durham for such a special weekend celebrating your daughter’s wedding. We’re delighted you enjoyed our downtown location and found it convenient for exploring the city, and it’s wonderful to hear that our valet, front desk, and restaurant teams made you feel so well cared for. We also appreciate your feedback regarding the valet arrival area when things get busy. We’ll be sure to share that with our team as we continue looking for ways to make the arrival experience as seamless as possible. Thank you for celebrating with us, and we hope to welcome you back to 21c Durham for another special occasion! Warm Regards, 21c Museum Hotel Durham

Brian, Thank you for sharing your experience. I’m truly sorry that you were left without air conditioning and had to spend the night in an uncomfortably hot room. Knowing that we were unable to offer you another room that evening makes this especially disappointing, as you should never have to sacrifice your comfort simply because we were unable to accommodate a room change. A comfortable, restful room is fundamental to the 21c experience, and we clearly fell short during your stay. Please know that your feedback has been shared with our leadership and engineering teams so the issue can be addressed. We sincerely regret that we were unable to provide the comfortable stay you deserved. Warm Regards, 21c Museum Hotels Durham

Frederick, Thank you for sharing such candid feedback. As someone who experienced 21c in its earlier years, your perspective carries particular meaning. We understand that the original vision of 21c—where contemporary art, distinctive design, thoughtful hospitality, and a sense of discovery came together in a truly unique way—created a lasting impression. We’re sorry to hear that your recent experience felt removed from that spirit. Feedback like yours is important because it reminds us of the details and sense of purpose that make 21c more than simply a place to stay. Your comments have been shared with our leadership team as we continue to look thoughtfully at the guest experience and how we preserve what makes 21c distinctive. We sincerely appreciate your loyalty to the brand and the honesty behind your feedback. We hope to have the opportunity to restore some of that original 21c feeling on a future visit. Warm Regards, 21c Hotel Durham

Nancy, Thank you for taking the time to share your thoughtful feedback. We’re glad you enjoyed the comfort of your room and especially pleased to hear that both dinner and brunch were highlights, with our restaurant team providing the warm, professional service we strive for. We’re sorry, however, that your television was not working and that information about our amenities, including the Spa and fitness area, was not readily available in your room. Those details should make discovering the 21c experience feel effortless, and we appreciate you bringing them to our attention. We’ve shared your comments with the appropriate teams for review. We also appreciate your perspective on pricing. We understand that value is an important part of the overall experience, and your feedback is helpful. Thank you again for choosing 21c Durham, and we hope to welcome you back for an even more seamless stay. Warm Regards, 21c Hotel Durham

William, Thank you for sharing your kind feedback! We’re delighted to hear you had a great time and were able to take full advantage of our central location to explore all that Durham has to offer. It’s wonderful to be part of a city with so much character, culture, and energy. We hope to welcome you back to 21c Durham for your next visit! Cheers, 21c Durham

Jamal, Thank you for sharing such a lovely review! We’re delighted that 21c was part of the wedding weekend and that our team made you feel so welcome. It’s wonderful to hear you loved your room and enjoyed being surrounded by so many great restaurants and coffee shops in downtown Durham. We hope to welcome you back the next time you’re in town! Cheers, 21c Hotel Durham

Andrea, Thank you for sharing such a beautiful review—and happy 20th anniversary! It means so much to know that you chose to celebrate such a special milestone with us at 21c Durham. We’re absolutely delighted that our team made you feel like royalty and helped create memories you’ll carry with you. Celebrations like yours are truly at the heart of hospitality, and it’s wonderful to hear that the service and experience made your anniversary so memorable. We’ll be looking forward to welcoming you back for the next chapter of your 21c story! Cheers, 21c Hotel Durham

Sue, Thank you for sharing your stay with us! We’re pleased that our downtown location was a great fit for your business and leisure travels, with easy access to Duke, local dining, and golf. We hope you had a chance to enjoy a little of the art and character that make 21c unique, and we look forward to welcoming you back to Durham! Best regards, 21c Museum Hotel Durham

Rachel, Thank you for sharing such thoughtful and candid feedback. We’re delighted you enjoyed our downtown location and the warm welcome from our team. Being able to walk out our doors and experience so much of Durham is certainly one of the things we love about being part of this city. I’m particularly sorry that we missed the opportunity to recognize your birthday. At 21c, we believe the little details are often what make a stay feel personal, and knowing you were celebrating a special occasion, we should have found a way to make that moment feel a little more memorable. I truly regret that we missed it. We also appreciate your honest feedback about the bathroom and the overall condition of the space. The character of our historic building is something we cherish, but it should never come at the expense of thoughtful upkeep and comfort. Your comments regarding the rust, linens, shower curtain, and maintenance have been shared with our leadership team for review. Thank you again for helping us see where we have an opportunity to do better. We hope to welcome you back to 21c Durham and give you the thoughtful, distinctive experience you were hoping for. Warm Regards, 21c Durham

Suzanne, Thank you for sharing your feedback! We’re so glad to hear that our valet team provided fantastic service and made a lasting impression during your stay. We’re sorry you weren’t able to add a gratuity to your final bill, and we certainly understand wanting to recognize exceptional service. We’ll be sure to share your kind words with our valet team—they’ll mean a great deal! Warm Regards, 21c Museum Hotel Durham

Baria, Thank you for such a wonderful review! We’re thrilled you enjoyed your stay and that our friendly, helpful team made such a great impression. We’re especially happy to hear your room was clean and comfortable—and that the shower earned a 10/10! We agree, great water pressure is important. Even though your visit was brief, we’re delighted we could make it a memorable one and hope to welcome you back to 21c Durham for a longer stay next time! Warm Regards, 21c Museum Hotel Durham

Melissa, Thank you for sharing such kind words! We’re thrilled that your stay was made memorable by our welcoming team, comfortable accommodations, and an enjoyable dining experience. From the art and character of 21c to the people who bring the experience to life, we’re grateful you enjoyed your time with us. We hope to see you again in Durham soon! Warm Regards, 21c Museum Hotel Durham