Best Western Plus Wilmington/Wrightsville Beach — Hotel in Wilmington

I hate giving bad reviews but this hotel deserves the lowest possible star. If there was a 5 star rating for yuck this hotel would be a soild 5 out of 5. The room was dirty, having stained and sticky carpets, with furniture feeling sticky and dirty, and a musty smell in the bathroom.

First, the management and the staff are extremely lackadaisical towards their guests. Although most of the staff was friendly, there were several that lacked basic hospitality and courtesy. I made my complaints known to the staff prior to posting this review. There was very little sincere concerned about my complaints. The stock answer from front desk personnel was, "I will tell the manager". We booked a 4-day stay at this hotel and we're on our last day we still had yet to see or hear from the manager. As far as I'm concerned nobody was willing or concerned about rectifying the issues.

First problem, the room had roaches. The first two days we found and killed at least three roaches.

Second, one of the pillow cases has black mold on it. This made me wonder if any of the linen has been changed on the beds.

Third, we were informed after the first day that there is no room service provided during our stay. We were not told this in advance or was it stated on the booking website. We we're told that we have to place our dirty towels and trash outside the room, but the staff is not going to come and clean the room. This extends to changing the sheets. This explains issue one and two. We were informed that the only clean once the patrons check out.

Last, when telling one of the front desk staff members of the above the issues, she promptly informed me that they do not clean the rooms when the guests are staying more than the night. I was currently told that we have to ask for new linen at the front desk. I was spoken to as though she was my boss, acting almost indignant that I didn't know this ahead of time. I was not treated as a patron or guest at the hotel, but more like a subordinate coworker. This is totally unacceptable to be treated in this manner. This in itself just shows that there is complete lack of training by the management and that the staff itself lacks courtesy towards the hotel guest.

In the times that we live in with covid and with the closings of businesses, particularly the hotels who have been hit hardest, I hate to leave this type of review. However, this hotel deserves this very negative and accurate review, because they do not care about their patrons who are supporting them, and I feel other patrons of this hotel should know in advance before they book the reservation.

Finding roaches in the room is gross. Being spoken down to is very disrespectful. I would advise anybody attempting to book a reservation here to have a second thought and go to a different Best Western or another hotel instead of this location. Sorry Best Western Plus of Wilmington, you deserve this negative review and you earned it. I seriously doubt I'll ever hear back from them because of how poorly the management and the staff are trained. Since you refused to come in and investigate my complaints, I'm leaving the photos here for others to see. You should be more responsive in the future...

I reviewed this hotel a few days ago, and I apologize for the repetition, however whoever reached out to me on behalf of Best Western needed to find my reservation name. It is Valerie Spillman (my married name). I do appreciate the reply. In fairness, I will delete the first review. The reason I gave this hotel one star is due to my experience with this location (on Market Street). I have stayed with Best Western multiple times in both Leland and Wilmington and always had enjoyable visits. I decided to stay an extra day on my last visit to the area, which was back in July. After calling the front desk the night before to ensure the room was available for an additional day, and confirming this with the clerk up front a few hours after the call, the following day, one of the daytime employees ran out and rudely confronted me in front of a handful of people at the pool. He demanded to know when my husband and I were checking out. It was not only embarrassing, but made us feel extremely uncomfortable, almost like trespassers. After returning home the following week, I discovered a mysterious charge on my debit card, which after some investigating proved to be from Best Western. After calling this location about the charge, I was informed that my dog caused room damage. I'm not a deadbeat, and I have no problem accepting responsibility for damages, if that was the case. When we initially checked in the room, we noticed some carpet damage beside the door on the left side. Once again, my spouse and I informed the front desk. The clerk assured us that it was noted and not to worry about it. That proved to be a lie, because not only was I charged a $200 fee for room damage, no one informed me about it. Instead, this location charged my debit card without a phone call or any warning, a week later! The charge also resulted in an overdraft fee. Once again, I was penalized for being proactive. I truly don't complain often, but this is simply awful to treat guests this way. Clearly the communication among your staff is terrible, as well as with your customers. I was treated like a squatter, because I decided to stay an extra day and was unfairly charged a room damage fee for damage that existed before I got there. Once we called about the charge, the General Manager could care less and informed us there was nothing that could be done. Best Western may not be able to do anything about this, but we can by simply avoiding your hotels in the future. I am extremely disappointed in the customer service and being unfairly charged $200. Previous to this experience, I enjoyed staying at Best Western. I even recommended it to friends and family. After this experience, we will happily take our pets and money elsewhere. Please use this as a training experience for your staff in the future and improve your communication to...

The breakfast was superb... then it all went downhill after night 2. We stayed for 6 nights, but if we would've stayed for two I'm sure this review would have 5 stars instead. During our stay, we had a receptionist give us hell when we asked for pool towel. We didn't really think anything of it, until the dryer on the second floor stopped drying our clothes. For $1.50, we paid for a load and got nothing out of it. So, we went down to the receptionist who gladly let us use the manufacturer dryer for the employees. A few nights later we asked if we could use the dryer, because the ONE ON SECOND FLOOR STILL WASN'T FIXED YET UGH. However, this new receptionist tells us we can't use the industrial dryer due to "liability concerns". But, if you just let us use it two days ago why is it a no-no now? This review is far from over, grab your favourite popcorn and get comfy. We came back after a day at Kure Beach and our room wasn't room serviced AT ALL! NO clean towels, NO new washcloths, NO new ice bucket, beds still messy and ALL.If it wasn't bad enough that our bedsheets weren't changed everyday, this was just disgraceful. Hold on to your seats cause this is the cherry on top of it all. Before our final night, we extended our stay an extra night because we found it easier to stay instead of finding a different hotel to PA back home. So, we asked the receptionist if it was possible if we could keep the same room so then we didn't have to worry about lugging our cargo to another room. The man at the front gladly let us keep our room and activated our cards... at least that's what the three victims in room 216 thought. At 3 IN THE MORNING, we have our room pounded in by the members of S.W.A.T ready to steal our drug cartel from El Chapo. By this point I'm glad the door lock is on, but I thought the pounding was from other guests warning us of a fire. In reality, it was guests who were given a key that ACTIVATED to our room ALTHOUGH we were the righteous owners of room 216. Now imagine that we didn't have the lock on.. would you really want a little toddler staring at you off the edge of your bed at the ass crack of dawn? Yeah me neither bub. In the final long morning after this incident, I checked our own assigned keys to get into the room. PEEK A BOO it's locked.. wow. Luckily on the other side my other homies were their to help a brutha out. By the end of the trip, we got $38.90 taken off our bill which is pretty lit. I mean gas money is gas money if you ask me. It'll be worth it on the way back to PA, but this memory experience wasn't worth it one bit....