Embassy Suites by Hilton Wilmington Riverfront — Hotel in Wilmington

While the hotel itself was acceptable, the service was deplorable. My husband and I were traveling with our two toddlers. On the second night of our stay, our youngest woke up sick with food poisoning in the middle of the night. As you can imagine, this created a huge mess that required cleaning and disinfecting supplies. We immediately called the front desk, informed them of the situation, and requested housekeeping to come first thing in the morning. We were assured that housekeeping would service our room at 9 A.M the following morning.

We cleaned up the best we could, and early the following morning my husband visited the front desk and informed them of the situation again to ensure that housekeeping for our room would be prioritized and that linens would be changed.

We left for the morning and came back around noon to find that housekeeping had not cleaned our room. I immediately went to the front desk, informed them of the situation for the THIRD TIME, and asked that housekeeping immediately be sent to our room, as we needed to put our toddlers down for a nap and had no clean bedding, not to mention the room being a potential biohazard without proper cleaning. 20 minutes passed, no housekeeping. To add insult to injury, we saw multiple housekeeping carts on our floor servicing other rooms. We even asked a housekeeper if she could come to our room, but she said our room was not next on her list. My husband called the front desk again and was assured that housekeeping was on their way. 15 minutes later, still no housekeeping.

At this point, our toddlers were exhausted, it was far past their naptime, and we had no place for them to sleep. We left the room and had to resort to driving them around for hours so that they could fall asleep in the car. During our drive, my husband received one of the automatic “how is your stay” texts from the hotel. He responded that we were beyond dissatisfied and texted out the entire situation. This was THE FIFTH ATTEMPT to resolve the situation.

We returned that evening, and our room was finally clean. But too little too late. At the price point of the hotel, and at a Hilton property in general, I expect a lot more than having to BEG FIVE TIMES for the hotel to resolve a housekeeping issue. Our room was essentially unlivable for the entire day, and it majorly disrupted our plans for our day. Not to mention the stress and time associated with hounding management multiple times. All in all, we made 5 requests/complaints and had to talk to multiple people before the issue was resolved.

There were other smaller issues during our stay, like inadequate towels and blankets the first night, bedding with holes in it, failure to replace coffee cups in our room, etc. But these could have been overlooked if not for the experience above.

This is my first experience with such horrendous service with Hilton. Management/housekeeping certainly did not seem to care about our requests despite repeated attempts to make our needs known. The people on duty at the front desk appeared bored and disinterested every time we went to speak to them about our issue.

If this is the best service that the Embassy Suites by Hilton Wilmington Riverfront can provide and the best response on the part of their management, perhaps corporate should re-evaluate whether they want the Hilton brand associated with this hotel. This hotel did not come close to providing a typical Hilton-quality experience and...

Did not have the best experience. This Embassy Suites really wasn’t up to par with some others I have stayed at. First off - Hilton honors gold member. Arrived at the hotel and had booked a 2 queen suite river view. Upon checking in the desk person (did not say sorry) said I was confirmed in a King room. I informed her that no I had specifically booked a queen room because it was me and my sister traveling. She told me we could just have one of us sleep on the sleeper sofa!?! Everyone knows sleeper sofas are not comfortable.

I continued to say that was not acceptable and she told me they were full and there was nothing they could do despite me being a gold member and that I had booked the queen room. 5 minutes into this after me still having to say this was not acceptable she said there is nothing we can do again because we we full but she could let me talk to the manager. We were staying 2 nights and there was no apology or acknowledgement of the room I had booked just they couldn’t accommodate it. After waiting for her to talk to the manager he never came out but she did come back and say they had switched our room and we had 2 queen beds now. For a gold member not acceptable at all!? Also was not given or offered the snacks with my way rewards. After fighting over the room so long and just wanting to settle in I didn’t even ask.

Booked a riverview room. A little misleading as basically we could only see the large roof with equipment with a river in the background. Definitely wasn’t worth an upgrade. Have stayed here before with better views. This room really shouldn’t be sold as river view but whatever we weren’t in the room too much (330). (See photo).

Room inside was nice otherwise minus the barely there river view. And see photos - the shower shot mold out at me when I adjusted the nozzle and got ice from the ice machine with yucky gunk in it.

Breakfast was not even edible. So gross. Potato’s cold and gross. Omelet was ordered but the staff member let it sit so long it was crispy!? And the bacon was disgusting and also had that in my omelet. Not good at all. One of the worst embassy breakfasts I have had. But don’t worry they give you a tab asking for a tip.

Managers reception snacks also not on par with other embassy. Just like goldfish tortilla chips and hummus or something. But went at 6pm and it was busy and snacks were mostly empty anyhow. Too many people in a small space so we didn’t stay. But seriously they advertise premium spirits with the room but the choice of spirit is Gordon’s vodka!? Embassy - no one wants your cheap drinks. Do a happy hour with specials or something instead. Yuck!! And a major line for crappy free drinks so we didn’t bother. No problem.

Otherwise the parking was fine and it is a good location but I was wishing I had booked the hotel ballast which I was between the ballast and embassy - that was more centrally located and was extremely disappointed from start to finish with this embassy suites. Never was recognized as a gold member at all either. All in all a disappointment. But thankfully after a lot of complaining we finally had 2 beds and the room was otherwise comfortable minus the...

The Good (3.5 Stars): Hotel, Parking and Location Hotel, room and location were pretty good. The parking, for us, was convenient but I imagine that it could be extremely crowded during the high season. I was surprise to see rather large repair marks on the walls and the most concerning part of our room was the sketchy power situation. In moderately gusty winds and light rain, the power blinked on/off several times along with matching internet outages. That left me speechless because I never expected power/internet reliability to be less than what we have at home. The Bad (2 Stars): Room Service I believe that the hotel and the restaurant's room service are unequally yoked. The hotel is really nice, but the room service we received sucked.

When I reflected upon the quality of our room service delivery, I found it wanting. The order was correct which was good. The issue was that the execution of delivery was horrible. We ordered food and drink with one canned soda, one bottled water and one canned seltzer. The food included an appetizer, a bowl of soup and a burger with a side of fries.

The soft drinks were warm as if freshly retrieved from a grocery store shelf and they provided no glass of ice for either one. There was only one napkin (for two people), no ketchup and the knife had water spot residue.

The craziest part was how the delivery lady handed us a receipt that was wet by something that spilled on the cart. When she arrived, she said there were no more flavors of the seltzer that I wanted and offered to return with a different flavor of my choosing. Our verbal exchange was simply bizarre because why would you walk all the way up here (and not call beforehand) and ask me if I wanted a different flavor? After we inspected the order, we were forced to call back downstairs to add on a glass of ice, ketchup and napkins. Unfortunately, she didn’t get the memo and had to make a third trip after bringing the seltzer. The seltzer can was delivered with the top already opened which caused me to spill some while simultaneously triggering an “ah ha” moment. This brings me back to the wet receipt and delivery cart. The bottom of the food tray was still covered in the clear liquid that spilled on the cart. When I smelled it, it had a sweet aroma … like the seltzer I ordered. Given that she returned with an opened can, I’m 99% certain that the liquid on the cart was from my “out-of-stock” seltzer. That is the only logical explanation I can think of because we didn’t order nor receive any open drinks. So, why was the receipt wet with the cart surface and tray bottom covered in clear liquid? If we were in a fast food drive-thru, she would probably get a pass. However, this is supposed to be a high-end hotel and the expense of the food and abysmal delivery compelled me to post this written complaint. I also found this delivery to be slightly insulting in that we paid a premium price for sub-par service without any explanation or apology. We really liked the hotel and our room but we will never order room...