Home2 Suites by Hilton Wilmington Wrightsville Beach — Hotel in Wilmington

I was set for an extended stay which the sales manager Heather assured me would be charged on a week-to-week basis. In the first week, I realized that I had been charged twice, which was quickly handled by the front desk lady.

After they fixed the error, I ended up being charged for entire week stays 3 days in a row totaling thousands. I found this out when I was away from the hotel and trying to head back only to have my card declined because Home2Suites significantly had overcharged me.

How did they handle the situation? When I reached out to Heather, she never responded even though I was stranded in this situation. On top of that, I was unable to help my clients that day and lost business worth thousands of dollars. All of this was due to Home2Suites overcharging me and failing to fulfill their agreement.

Eventually I was connected by the front desk lady to the manager Jimmy. I asked for a full refund for the egregious mistake that led to my being stranded and losing business. He blamed Heather for this “human error” and quickly stated that he didn’t want to upset the owner by refunding me all of my money (which was less than what the hotel lost me from their mistake). He also said that if they did refund me for the days I’d been there, it would come out of Heather’s own paycheck. He decided not to charge me for the last 4 nights and claimed it was a good enough solution (I had stayed about 1.5 weeks). He said he would look into it further and possibly refund more nights, but I heard nothing for a week—employees claiming he was traveling or sick.

When I finally got word back from him, he was much colder and stated they had done enough. He had heard I spoke with Heather while trying to get back in touch, and he didn’t like that I told her he said it was her fault and would come out of her paycheck.

After it was apparent he would not do the right thing, I inquired about a corporate number. I tried everything not to go that route. He instead gave me a wrong number to an entirely different business. Once I found the number, I called and filed a claim which wears futile.

I vowed after that to never return to another Home2Suites or any Hilton property if this was how they would treat a customer over something that significantly hurt the customer at no fault of their own. I understand it’s a business, but doing the right thing would’ve instilled a lifelong customer from me and not caused major harm to your company. Now as well anyone who knows what they did refuses to stay at...

Yet another disappointing experience with Hilton. It's becoming a regular thing, unfortunately, so I probably just need to change brands.

Stay started with a clean lobby and friendly staff member. The evening and morning adjusted those perceptions.

Attempting to close the bathroom door and had to put my considerable strength behind it, as the railing has unsecured hardware AND the door dragging across the floor. It only operates correctly for about halfway.

Get in the shower to see someone's dark, short hairs on the wall (I'm blonde). Oh, and look up....... is that wet, saturated drywall showing a seam, and is it a cesspool for mold growing? Why, yes, it is.

Let's sit on the toilet. Whoa! I didn't expect a teeter-totter ride. Now, look down and right. There's a chip missing from the vanity shelf. Oh, it's bc of the exposed brad nail used to put it together.

Let's inform the counter and management..... nothing is ready to change rooms yet, so we agree to handle it after I get back from work.

THEN they call me to tell me they want me to move while I'm at work bc they are STILL going to sell this room. No fixing anything. Just sell it and make someone else deal with it bc they'll complain, you'll offer points, and continue to never fix until a baby cuts themselves on the nail. Or the drywall falls on someone's head, and they get to inhale the mold festering above the paint.

Do better Hilton. This is happening WAY too often across your brands.

EDIT: I was personally met by management upon returning for the day. He was able to express his distress at the condition of the room and for the morning call. And where it will always be inconvenient to relocate to another room after unpacking, the second room was in much better repair over the first. Extra stars added for his direct attention to the issues. I also now know better than to believe other locations when they say they're unable to make immediate adjustments that are still unprocessed from previous Hilton properties around...

The front desk representatives were very nice and welcoming. The handicap-accessible room was large as they usually are to accommodate wheelchairs. The two issues we had on our one-night stay were:

1- the room was very dirty and had obvious stains on bathroom walls, fixtures, and bedding. It was uncalled for and stains / soil should have been addressed before our arrival.

2- the breakfast was unappetizing. We were not expecting a five-star breakfast but something akin to what the Hampton Inn would provide pre-Covid like some hot items such as scrambled eggs, bacon or sausage, waffles, muffins, etc. The only hot item offered were waffles. Oh you could toast bagels and bread too. Prepackaged sandwiches were offered that you could stick in the microwave to heat up…yuck. And a few standard cold items, a reduced variety to what used to be offered pre-Covid. It was as if we were still in the middle of the pandemic. Not good at all.

We had called the front desk to let them know about the lack of cleanliness and they were very apologetic, but it was late evening and we didn’t want to have to step out of our room to have it cleaned at that late hour.

When we checked out in the morning, the front desk sincerely apologized again and told us that they would share the situation with management and that management would contact us to address the situation. The next day, the front desk called me and offered compensation. The day after that, management sent me an email refusing to honor what I was told on the phone and provided much less compensation, a lesser discount on another stay.

We really have no desire to stay there again. We only stayed there because the reviews made it sound so good. Too bad they didn’t match...