Courtyard by Marriott Wilmington Downtown/Historic District — Hotel in Wilmington

Prior to checking in, 5 rooms had been reserved for our large group. Upon checking in one of the rooms smelled of horrible chlorine scent due to being close to the pool so a room change was requested. A new room was offered and was reported as a king bedroom with a pull out couch to accommodate us not getting two beds. After entering the new room, it was never communicated the room was a handicap room, there was no pull out couch in the room, and no shower curtain for the shower. We went back to lobby to speak with front desk staff about the false information given about the room and she, in so little words said there was nothing she could do. We asked to speak with the manager who wouldn’t be in until 11pm. We left the hotel and came back later to speak with the manager. Justin, the manager apologized for our inconvenience and stated he would bring a shower curtain to our room as previous front desk staff did not have one put up as she said she would. Justin then verbalized that a room switch would be possible come the next morning before new comers check in. That morning, we called down to front desk staff and they informed us that they would not have more information about the room switch until 1 or 2pm and when it was ready they would call. No call ever came. Upon returning to hotel, a new manager was at front desk, Megan who was very rude, snarky and condescending. She informed us there would be no room switch and there was nothing she could do. States she can’t “wave a magic wand” and create a new room that’s not there. Also stated she would gladly cancel our room all together and we could find another hotel elsewhere. So nasty and rude for someone deemed to be a manager. This new information/treatment was not the same information/treatment we received from Justin, the manager the night before. Very upset about the lack of attention to detail and communication among management staff, we kindly asked for our room to be cleaned and new towels to be placed since a new room was clearly not in our future, to which Megan stated she did not have enough staff to do such a thing. After much back and forth, Megan finally agreed to have someone place new towels in our room that was cleaning on the third floor, which was a miraculous thing since we were told not enough staff was there to clean the room given how late it was in the day at this point (4pm). Megan also stated that we requested a room discount which we did not, however since they couldn’t do what they promised they would do, we gladly agreed to take a price cut on our room. To which then Megan stated she needed to text Justin to approve the discount. We have never stayed in a Marriott where the customer service was so poor. Horrible communication, very rude management upon being confronted with a conflict, lack of hotel room essentials, complete fabrications of how situations will be handled and what type of room you are being assigned to and complete ignorance...

This is probably one of the best hotel stays I have ever experienced! This stay was exceptional because it was the perfect marriage of accommodations, customer service, amenities, and value. The property is only 7 months old [as of the time of this review: Oct 2014], so it has the newest and most up-to-date decor and amenities available. I loved the fact that the lobby has a cool, comfortable, cozy vibe that is inviting and relaxing. You can go to mingle, or just to chill on your own. There is a cozy fire-pit with chairs on the mezzanine of the 2nd floor, which is a really quiet and out-of-the-way spot for gathering and enjoying a cocktail or just to sit and chat. It's conveniently located about 2 blocks from the riverfront, which is a perfect location so that you are not in the midst of the noise of the bands and clubs on the riverfront, but allows you the opportunity to walk to some of the best restaurants and music venues in Wilmington. The room is extremely comfortable, and the muted colors are cool and comfortable for the ambiance of the room. It has a walk-in shower that is big enough for 2 people! I loved the space lay-out, and how it has been thoughtfully appointed. There is a under-counter mini-refrigerator, and above it there is a coffee-maker. The bed is beyond comfortable! I'm extremely discerning over mattresses, and will not stay at a hotel if their beds are too hard/ uncomfortable. I would return to this hotel based on the comfort of the bed alone! If I can find out who makes it....I plan to buy one for my own home! Everything in the room was clean and new, and you can tell that everything was fresh and very clean. The customer service alone makes this a primo hotel. I have stayed in five star resorts, and without a doubt, the staff and service at this hotel is exemplary. From the first person who greets you outside ( the valets), to the front desk, the housekeeping staff, and the food & beverage servers, this hotel has the BEST service I have ever had to privilege of experiencing. They are a genuine group of persons who will go above and beyond the expectations of their quests. I cannot imagine anyone not having a pleasant experience at this Courtyard by Marriott. They certainly have raised the bar for any other hotel I will stay at in the future! I could go on and on about all the exceptional staff and service, but I'm nearing my space limit! Go and experience it for yourself, you will not be...

Overall I had a very good stay at the courtyard marriot. The room was emmaculately clean when my husband and I came here also the beds here are like your sleeping on a cloud..no lie. The staff was very friendly overall. The two problems I had was the maid service and their Bistro..the bistro pasta dish was dry and my husband told me his meal needed flavor...so I'm pretty sure that the maid that cleans up..she was an older hispanic woman..takes peoples belongings BEFORE they are ready to check out..mostly FOOD items..she ate almost all of our donuts and yogurt i had in a LARGE container..she did bring my stuff back at least but our food was gone and waterbottles and smoothie dumped out in our bathroom sink.This hotel does have a small store..drinks,snacks and wines(they are your standard wines though) and medications..which did come in handy my husband needed tylenol and they had some there..I needed some water and you can grab some..they have a nice pool downstairs and it's very clean..Another plus is their security here is good.They lock the doors automatically past i believe it was 11pm and the only way you can get in is with your roomcard which is a great security feature and I haven't seen that before..quiet wise the rooms are great too..my husband and I could NOT hear any sound coming from either room beside ours NOR talking..which was awesome!.The operations manager Justin burroughs is very polite,professional and corrected the problem we had earlier in the day with the housekeeping maid. He extended our hotel stay which was EXTREMELY nice and my husband and I REALLY needed that..and he did not charge us and gave us a very good discount on our stay here (we did a three day stay on my birthday weekend). He also alerted the other staff members it was my birthday because the woman at the Bistro..shes middle aged has blonde hair was VERY polite and answered all our questions and gave me a carrot cake free of charge and meal for my birthday..he went up and beyond to help make my birthday go good and that our stay went well.Oh!and at our checkout we forgot to turn in our keycards and when we came back it was about 40 minutes past our checkout time and they did NOT charge us! Will be coming...