The Westin Wilmington

We attempted to check in tonight at the Westin Wilmington. I gave the woman behind the desk my last name and told her that I was checking in. Before I could even hand over my driver''s license and credit card, she declared that my reservation had been made for tomorrow night, not tonight. I was told, very dismissively, that there was nothing she could do, I'd need to call the reservations department. I pulled up my emailed confirmation on my phone and found that she was right - I had made an error on the dates. On the confirmation, though, was the local number for the hotel. I told her this and was told - go ahead and call it, we'll transfer you. She turned to the other clerk behind the desk and told him to transfer me to reservations when the call went through. She handed me back my cards and asked the man standing behind me if he was checking in. I didn't even have time to put my cards in my wallet before he was on top of me, pushing me aside to give her his information. I had been duly dismissed. I took my phone to a nearby waiting area and called the number. As instructed, front desk clerk number 2 transferred me to reservations as soon as he answered the phone. The reservations clerk asked me for my confirmation number. As I was reading it to her, the call was disconnected. I immediately called the local number back again to be transferred to reservations and watched from 10 feet away as both clerks behind the desk ignored the ringing phone. Were they waiting on anyone? Nope. They were chatting with each other. I decided to pull out my iPad to modify the reservation online. I'll save you from the details, but suffice it to say there was great frustration I had at signing in only to be bounced to another site and asked to sign in again and then being logged off with an error message that the site was not currently working, please try agin later. At this point, with no help from the clerks in person, no help over the phone and the website frustrating the hell out of me, we made the decision to just drive the two hours home tonight. I had sincerely hoped that the Marriott buyout would've resulted in some retraining for Starwood employees. That was not the case at this hotel. It was very clear that they could not have cared any less that we were not getting any help with this situation. We spend more than 40% of our time in hotels and have for more than 10 years. We have never experienced such poor customer service as we did tonight.

We spent a week at the Westin this summer and were so happy in our choice. The location along the riverfront is quiet and lovely. There's not much shopping but several good restaurants and a new, well maintained path along the river. Lots of parking across from the hotel and easy access back to the city. Rooms: Ours was a good size with two very comfortable queen beds on either side of a night table that also had chargers for our portable devices. There was a small refrigerator, a safe, full length mirror and a small folding desk. In addition to the closet for hanging clothes, there were 3 drawers which worked for me; my husband just used his suitcase to store his clothes. Our window on the 8th floor even provided a glimpse of the ball field. The AC worked fine but cycled on and off rather than a continuous fan so that occasionally we could hear our neighbors next door. It never bothered us but noisy folks especially at night might have been an issue. Bathroom: There was a tub/shower, ample towels and the usual toiletries. There was a double hook on the back of the door and a rod over the toilet but otherwise no place to hang damp towels or clothing. The hotel promotes a Green Room where you can choose to forgo cleaning and save a bit of money. We did this one day but the lack of places to hang damp towels discouraged us from continuing. Sink area was a decent size but not large. I LOVED the soft lighting all around the mirror. Everything was clean and up to date. Bar: We spent a very enjoyable, quiet evening in the bar. The bartender made a couple of odd errors but rectified them promptly. Drinks and small plates were better than the typical, standard bar food. Restaurant: We ate several meals at the restaurant, which is open daily, and were surprised at the excellent quality and service. One afternoon we were hoping for a late lunch and wandered into the empty restaurant. The front desk assured us that there would be someone there when we went back and there was. We were seated and promptly served. One breakfast, as we were being seated, I mentioned to our hostess that we were in a bit of a time crunch. She served us quickly and left us the bill along with the dishes so we didn't even have to ask her for it. Time and again, we were struck by what appeared to be genuine interest in us as well as employee satisfaction at all levels. When we mentioned this to one of the staff, she said the manager encouraged a community spirit among the employees and they all helped each other out. Even walking down the hall one morning, one of the cleaning ladies asked us "How are you doing?" rather than the more typical " 'morning", if that. My husband was ill the first two days and the folks at the front desk never failed to ask how he was doing and offering to help. After he felt better and was up and about, they continued to take the time to greet and chat with both of us. We've stayed in many hotels in the US and abroad. I can't remember anywhere that had more sincere, helpful, and friendly staff.

We hosted our family reunion for about 50 people at the Westin. The hotel was great to work with - the event planning staff was very helpful and accommodating. The guests enjoyed their stay at the hotel. I would highly recommend this venue for an event.

The Westin is right along the nice waterfront in Wilmington, what a great example of good urban planning! A long-ish stroll to the Blues Festival lugging chairs was very enjoyable, past restaurants and beautiful landscaping. It's also very close to the ball field. We had a nice large room which was ready when we arrived, king bed, large bathroom, one robe (not 1?), nice towels, small pool. Beautiful lobby, great bartender, outdoor patio with music, good bar food. They were very willing to extend late checkout by an hour for us. On the flip side...It was multiple phone calls to get the advertised Blues Festival rate. Very, very cold A/C. The front desk service could be much improved...they didn't explain the Wi-Fi login, which makes you agree to $12.95/day which they then credit. That's unusual and needs explaining. They also did not inform us that breakfast was included as SPG members, we had to ask later which was worth it - $14 x 2 towards a very nice breakfast. After a late Sat. night the alarm went off at 6AM, of course waking us from a deep sleep. Upon mentioning this at check-out no apology or offer - just an explanation that business travelers wake up early (duh!). They didn't make a note of it, so I'm sure the next visitor was also awakened at 6 AM! BTW, the Blues Festival was rocking and excellent, we had a great weekend. The after-party was at the Westin, but we drove home and missed it...

We're local ane got a suite for a weekend event - the Riverfront Blues Festival. Room was immaculate, and huge. Staff was extremely friendly. This was the best hotel we have stayed in recently. Our room had a tub and a separate shower, large bedroom, separate kitchen and living room. Professional staff allowed us to check in early, as our room was available. Room service was also quick and good. I would definitely recommend this hotel.

Arrived early and was pleasantly surprised that we were immediately checked in to our room. Unfortunately, there were no king beds or higher floors offered. Room 403 has a view of the air conditioner. While the rooms were nicely decorated, there were some housekeeping issues. There were spots on the bathroom wall, bathroom grout around the tub was moldy and the bottom of the shower liner was moldy too. Also, while the bed and pillows were comfortable, the pillows smelled like someone's sweat. All easy fixes. Hopefully, the hotel will look in to these. Now, the restaurant. We stopped in around 8:00 p.m. I ordered the quinoa salad with sliced oranges. What a disappointment. Salad came out with no quinoa and a couple paper thin slices of oranges. Sent it back for the quinoa and it came back with about 10 grains, not joking. This was absolutely the worse $9.00 dollar value I have ever spent on food. Had brunch the following morning. The fruit was delicious, but the scrambled eggs were frozen eggs. A disappointment for a Weston. Anyway, the hotel has a nice location. My hopes are that thy crack down on housekeeping and they re-evaluated the food quality and pricing for what is offered.

Very nice hotel in a great location, on the waterfront and across the street from the Blue Rocks ballpark. The food is excellent, and staff attentive and pleasant. The bed was very comfortable and we slept well. Two concerns kept me from giving a 5-star rating: First, it costs $12.95 for wi-fi service. Poor decision on Westin's part. Does any other top hotel chain charge for wi-fi? Second: Although our room overall was very clean, there were disgusting splashes of what looked like cola syrup over parts of the walls of our room that no one had cleaned up. Frankly I shudder to think what those splashes could have been. Otherwise everyone and everything was superb and worthy of 5 stars.

Property is along an epic river walk that is either new or just undiscovered. Bring or find a bike. awesome river access with water taxi, nature center, marked trails right in front of the hotel. Hotel was full, food was good and reasonable in house, and the hotels amenities are par for Westin brand. Employees decent but cleaning or supervision of cleaning left a good bit to be desired. upper floor(10) gives awesome citywide and river views. Yeah i guess cutbacks affect everyone, so room had some broken stuff(2 room suite) and hskpg left a trail of Q-tips in the hall and dirty washcloths in elevator. The place was at capacity but,.... Yeah staff english speaking and training was obvious, but supervision on maintenance and housekeeping may have been lacking. Food venues good, Shuttle(3 mile range) excellent, with jack , Nevin , or Andre worthy of 5 stars. Pool a bit dirty, and indoor. Overall, worth the sacrifice for the location.

We visited this hotel for a lacrosse tournament. Staff was very helpful and friendly Room rate was reasonable Room was clean , well appointed, nice view of the ballpark We got lucky and were here during fireworks night Nice display We took the shuttle to the brewery and back since it was just my daughter and I. Very courteous and friendly concierge Would definitely stay here again.