Hilton Wilmington/Christiana — Hotel in Brookside

The overall experience with the Hilton was less than enjoyable, I would not recommend working with them for any kind of room blocks or event. The positives were that the rooms were nice, and the hotel was well kept. The negatives are numerous though. The Hilton was one of the primary sources of frustration and panic in the final days leading up to our wedding.

The Hilton didn't honor our original deal with them for pricing of the room blocks for family. The first person I spoke with told me that the room would be available for $120.00 for the entire room block. Thinking I had set that price and we had agreed on it but unable to book a full year in advance we waited until the 9 month mark they told us we had to wait for and contacted them with the paperwork to book our rooms. The second person I spoke with once we were ready to book at the 9 month mark was different from the first, this person quoted us at $160.00. I disputed their price forwarding them the email quoting the $120.00, when faced with the previous messages they informed me that the person that we spoke to was no longer working at the hotel and they could not honor those prices. They did bring the price of the original room block to $140.00, however.

After a period of time we wanted to get a second room block and ensure that the shuttles were booked. This was during the summer, around July-August time frame. We were informed that due to the UD parents weekend we could not get a room block, and each room would be individually rated per availability like everyone else. This was unacceptable so we spoke to a manager by the name of Ryan, who was able to get us a room block addition but at a $200.00 rate, this was a price hike from the previous amount due to 'parents weekend' at the UD campus. This room block took 3 weeks to get approved and we had to call the hotel several times and spoke with several different people in order to get this approved. Several people at this time in our wedding party were having issues booking on this new room block due to miscommunication.

They confirmed that the shuttle was booked and they said we could confirm times of shuttle once we were closer to our wedding date. Two weeks prior to the wedding we had not heard anything from the Hilton so we reached out. There were also several questions from family about availability and check-in times. When I spoke with the people (yes, more than one again, over several phone calls) we found out the times of check-in the day of the wedding. We also had to confirm our complimentary suite which had not been mentioned or confirmed at all. When we attempted to schedule the shuttle the people at Hilton told us we didn't have a shuttle available to us. We had to send the original application paperwork to the representative at the Hilton and they finally conceded that we will have a shuttle available but only at specific times during the day. Luckily the times were at an acceptable range for our venue and guests to take advantage of the shuttle.

The overall hassle of dealing with multiple people, losing the shuttle we had requested be reserved, and the failure of communication to us about anything that had gone wrong or needed to be done by the Hilton was highly frustrating and the source of a lot of stress around planning...

We chose this hotel because it was close to my sons and new daughter-in-law’s wedding venue. A discount code for rooms for the wedding was provided to family and friends but yet did not seem to work. We were told to tell them to call the front desk directly which never should’ve had to be but even when they did that numerous or should I say many guest still get different rates. I ended up calling from the very beginning as my ex-husband was the first person the father of the groom Was not charged correctly. I was told there wasn’t a Friday night room available, then told there’s plenty of them doesn’t know what I was talking about. The inconsistency of staff was absolutely ridiculous. The staff that was there that were helpful or fantastic. I was appalled when we got to the hotel after being told the night before, confirming before we arrived early that the person the night before was mistaken she doesn’t know what she was looking at but our rooms were not available. Once I got upset we asked where we were supposed to put the wedding bags together we were told do it in the lobby. After being so upset and contacting several people in the wedding party to let them know don’t come early she said well we can give you another room as she was the front and supervisor Kasandra. We felt she was extremely unprofessional when we first checked in. My ex wanted to change his room he was told he couldn’t because I said so. I never said anything I only changed all the people that I booked a room for had nothing to do with his reservation. Linda came to setting up the events the email chains or obnoxiously long and even if we took it off of one chain and started another one the representative went back to the original chain to respond. We wanted to meet after we got our detailed receipts But kept taking one or the other off the email. On the upside the staff that were professional were fantastic in our hotel rooms were fine, very clean very comfortable. I would recommend this to Stay for business for a day or two but not for an event, we said we were going to have a breakfast there we were told we couldn’t rent the breakfast place we had to rent a whole other room so we decided to get 30 tickets for some guest which we ended up doing about 40 something but I went to breakfast with friends the morning of the wedding, The Buffay was nothing to be desired, we sat there for quite some time waiting for food to be replenished. If you expect everyone in that hotel to use the same smaller restaurant you have to have food continuously. I canceled our breakfast and took them to a nearby restaurant for 40 Smileys that was absolutely fantastic From the food to the staff. Highly recommend it it’s only less than a mile away...

I do a lot of reviews. I'll admit, a lot of them are pointing out the negatives.

This won't be one of them.

As a Diamond member, traveling up to 23 days a month, you get tired. When you're tired, the little things take what should be a 1 to a 6 without a second thought. After a week of troubled travels due to the hurricanes, delays, cancelations, etc, I was tired.

I changed my reservation last minute to get out of New York, and here to a Hotel that I enjoy. I've been here several times, and have mostly had great experiences. When my first reservation was done, I had wrote on the app, and asked if I would be changing rooms (packing up and out for the day at work), or staying in my current room. I didn't like the answer, and shared my displeasure with Caleb from the front desk.

Mind you, I'm exhausted, at my wits end, and fresh off of 4 weeks of being sick from the latest round of whatever cold is out there, so I'm looking forward to push back due to my "karen" like behavior. Without missing a best, Caleb replied professionally and succinctly. I noticed I had failed to maintain my lane and apologized to him, to which he replied it wasn't necessary. I woke to a note under my door, saying in essence that he understood tough weeks happen, and wishing me a better week, along with a beverage credit.

Now, I know this is long winded, but I wanted ensure that it's understood that he was professional, above and beyond. The true face and representation of the Hilton Spirit, that I've found to be missing in all too many establishments. I suggest that Hilton finds a way to encourage him to explore advancement within their organization.

In regards to the actual Hotel, it's rooms are on the smaller side, many Without a worthwhile view. The beds, pillows and linens are perfect however.

It's located in an extremely convenient area, with many options around for food and entertainment. If you get the urge, there are several hiking trails within 20 minutes of here.

If you eat at the on site restaurant, the menu is pretty typically priced for an on site establishment, but the food is much better than most. I'd suggest the truffle fries, but avoid the grease laden cow burger. The staff there is very attentive, and you won't feel as though you're ignored.

The breakfast, it's a bit steep, and as much as I'd like to put a positive spin to it, I'm drawing a blank on how to make it seem value worthy, convenient, or tasty.

Overall, this is a great location, with staff that goes above and beyond. To the point of changing your view on your entire week. I'd suggest them for any meetings, showers, reunions, or even...