Hilton Garden Inn Wilmington Mayfaire Town Center — Hotel in Wilmington

My husband and I booked our reservation with Hilton Garden Inn Wilmington-Mayfaire Town Center online using the AAA Savings Discount on June 10th, 2021. We are Hilton Honors Members and frequently use their hotels during our vacations. We’ve always had very positive experiences prior to this stay.

When we walked in the hotel, the facility was beautiful and appeared very clean. We received two small boxes and inside them was a couple of miniature candies and a request to provide comments recognizing an associate. We were impressed with this gesture. However, when walking to our assigned room, the carpets were old and worn. The decor was outdated. The room was adequate but you could tell that it was well used. Issues with the room included: blinds not functioning, HVAC did not cool room at desired temperature or equally amidst the split room (king bed & junior suite,) smoke alarm battery started chirping (at 0430am on Saturday, June 12th,) and the spare blanket in the hideaway smelled of a strong chemical odor. When asked for a replacement blanket, we were given a duvet cover instead, since they had nothing else clean.

In the morning of Friday, June 11th, we discovered that the breakfast left much to be desired. The only items that were out at 0830 was two small cans of juice, 4 yogurts, whole fruit, small muffins, and coffee. (Breakfast hours end at 1100.) There was no service wear out. We scrounged the cabinets for service wear because there was no attendant. We expressed our dissatisfaction to the front desk associate. That associate explained that the pandemic has deeply affected them in service and staffing. She did comment that Saturday morning there would be a kitchen breakfast service and recommended that we try that the next morning.

On Saturday morning, June 12th, we went down to the kitchen to discover the breakfast selection. We found many couples and families waiting for their meal. We started to make an order and found that the services came at an additional cost— including the “continental breakfast.” Only coffee was provided free of charge. Considering that we were traveling with two small children, we decided to forego the expensive hotel breakfast and chose to go to a better option— Chick-fil-A.

At checkout, we expressed our dissatisfaction to the front desk associate. She apologized and was very professional. I can’t recall her name but it was only 4 (maybe 5) letters and was not a common name. She did recommend to contact the General Manager on Monday morning because she was not authorized to assist us regarding our dissatisfaction with our stay. It was further noted that the Front Desk Manager was currently filling in to assist the guests with their breakfast orders due to being short staffed further.

Over the past year and a half, my husband and I have sacrificed a lot as first responders during the pandemic. Now that things are just starting to become more open and we’re finally able to take a family vacation, we find the experience to be less than desirable at this destination. (The Hilton owned hotel next door was advised as being fully open and staffed we later found out…) We feel that the price of our room for two nights, given the lack of amenities, far exceeds the standard that we’ve become accustomed to from the...

Stayed for a 2 day staycation. Mainly for the pool and some sightseeing in Wilmington. First night there we lost power. It didn't bother us until it started to get hot in our room and the items we had in our fridge were starting thaw. After about an hour of no power I went downstairs to ask the front desk if they had a eta on the power coming back on. (I saw atleast 2 rooms on my floor leave). The lady at the desk, I believe her name was Erin was very annoyed. Which I can understand after having worked in hotels for years, mainly Hilton. She said "I don't know maybe by midnight." I mentioned the food in our fridge and my concern of it going bad. She offered to put it in the walk in. I thanked her, went upstairs and packed all the food and brought it down. I waited in the lobby for about 10 minutes until I handed her my bag. The power came up almost immediately after returning to my room. Knowing all the madness that happens when the power comes back on, I waited about 30 minutes before going back down for my bag of food. When I got there she was very annoyed. She had to carry luggage for a guest up the stairs. Before I knew that, I asked her for the food. She said "Well your gonna have to wait a little while because I have to take care of this first". It was clear that I was annoying her so I sat quietly in the lobby. Until she finished and felt like giving back my food. I thanked her even though her attitude was terrible. She was not rude in what she said. She was rude in her demeanor and they WAY she said it. I tried to be very aware of her situation and approach it in an understanding way but she was not reciprocal.

The gentleman that checked me in was gracious and inviting. The woman who checked me out was stellar! Her overall personality in the 5 seconds I spoke with her was SO kind!

The room: there are 2 soft spots on the floor that were so soft we walked around them because it felt as if we would fall through. The room was clean and the beds were comfortable. We didn't know that housekeeping was on request. So we called down for towels and coffee to which the same lady, Erin quickly said "Sorry no one told you when you checked in, just come to the desk." Yet another instance of her making me feel like a nuisance.

The pool was great!! The bartender was awesome as well! She let me set up a cake for my son's birthday at one of the tables. Thank you!

The day of checkout I was woken up before my alarm. Housekeeping knocked on our door about 945 to "remind" me that checkout was at 11. To my surprise, they came back and knocked AGAIN! We were out of the room by 11.

So although I love hgi, I wouldn't stay there again. It was a strange experience to be a guest and feel like a nuisance almost...

We arrived late Friday evening around 11:00 pm to check in after a long 10 hour drive. Upon checking in we were told that the room I reserved was not available regardless that I had an emailed confirmation with a paid receipt of a room with 2 queen beds. The front desk manager Isaac Tweed was extremely rude and patronizing. He blamed me for Hilton not having my room by saying I used a third party when I didn’t. I went on Hilton’s website and called directly the reservation department to inquire further information about your hotel prior to making my reservation. He made no type of effort to fix this issue at all that night, but to blame me. He stated that my brother and I should sleep head to toe or that one of us sleep on the floor. I was floored that your establishment would allow this type of behavior and response to customers. My room was almost $1,200.00 and after a 10 hour drive this was not the experience I was looking forward to having. My brother and I had no choice but to share the room. I lost an entire night of sleep since I didn’t sleep comfortable, which threw me off for the following day. By 6:30 am I was downstairs asking if anything could be done to fix this issue. The person who made our stay turn from horrible to amazing was Vivan Cruz. Upon first contact with her she expressed nothing but empathy. She made sure that our problem would be addressed, and she kept her word. Since the hotel could not provide us with a room with 2 queen beds as originally requested she provided us with another king room to accommodate us. She also made sure to ask us if we were ok, and if we needed anything else, and apologized genuinely. I thanked her so much, because without her my stay would have been horrible and considering we had a return drive of 10 hours it was important for us to get a restful nights sleep. I was disappointed that the General Hotel Manager never reached out to circle back with us just to see if everything was resolved, but I was happy that Vivan did step up and help us out! Thank you...