Homewood Suites by Hilton Wilmington/Mayfaire, NC — Hotel in Wilmington

Let me say I would definitely stay here again, but there was issues that need to be addressed. The first thing we did was speak to Sydney at the front desk when we checked in and she was extremely friendly and very nice. She directed us to many lists the employees at the hotel have prepared with recommendations for restaurants in the area. It was so detailed as to the type of restaurant, price level, distance and locale. This is above and beyond anything I have seen at other hotels and it’s a big help. The kids jumped in the pool which was pretty large and the area was clean. There were many tables & chairs around the pool and chaise lounges. They also had towels by the entrance of the pool. In the pool area are 2 large grills for guests to use and some guests were using them. There is a large area for breakfast. There was scrambled eggs, French toast sticks & bacon. They also had fresh fruit salad, bagels, bread and cereals. The area was very clean and well maintained by 2 attendants. There is a lot of seating in the food area. They also had hot coffee all day. There is a small bar that is open later in the day from 4pm until 10 but I didn’t get a drink so can’t attest to how they are. The room was a suite and it was just cleaned as we saw the attendant cleaning it and we were told it was the room we would have. We really liked that the room had a couch and full kitchen with a dishwasher and just cleaned dishes. There were some negatives, the top of the fridge was at eye level and it had a layer of dust on it that was wiped in the front but not past 1/2 way that looked really bad. The room smelled like the last person cooked bacon and it remained for the 3 days were there. There is obvious amounts of mold in the shower and that more of the cleaning staff then anything because they are the ones who would see that. The beds were very comfortable and they give you a lot of pillows which was appreciated. The same for the towels, there was 4 of us and we had a set for each person. I really like this hotel because it is very centrally located to restaurants and other stores, the pool, the size of the room too! The only think is the management really needs to check up on the cleaning staff because the mold will only get worse. Seems as simple as reminding what is the process and why to...

POSITIVES:||The bartender on Tuesday night - Sydney (if I remember correctly). She was amazing. ||Breakfast attendants were very quick to replace items, greeted everyone, cleared tables right away - best part of our stay, unfortunately.|||NEGATIVES:||The pillows were all (but 1 of 6) super hard feather-like pillows. When I asked the front desk if there were different ones, the man with the clipboard carelessly shrugged, and the woman said she'd find out. We checked back in the next day and got the same response from the woman. We never got new pillows or heard back from them on the matter.||The jacuzzi by the pool was temporarily closed, that was a bummer, but fine. The pool was out of towels and the front desk said the hotel is full and they're out.||No safe in the room, but we had a surprise note on the door before we left for the day informing us of a required sprinkler check at 10 a.m., and nowhere to put our valuables. Would the manager go around with the company checking the sprinklers, or would they just get a key? I wouldn't bother asking because at this point in our experience I'd learned we can't trust what they say.|||The WORST:||Greg who worked at the desk late Tuesday night was THE RUDEST customer service person I've ever encountered. He informed me that I can submit a complaint or talk to a manager, but nothing will happen to him. He's 'just here for a paycheck' and made it clear he knows he can get away with anything. Manager's husband maybe? Not sure his connection to this level of immunity but Hilton needs to do something about it. |...I tried twice and couldn't get a manager to talk to, but when I shared my experience with the woman (pillow situation), she nodded and said, 'thanks for letting me know' and that was that. Greg's daughter maybe? :)||There were ants (5-10 at a time) crawling around in the sink. Disposal didn't work so probably a lot of food collecting down there. YUCK.||The dishwasher was full of dirty dishes and no dish detergent or dish soap was in the room. Including the dirties, we had 2 knives, 2 spoons, one of each plate/bowl/cup, no cutting board... It was a nightmare in there.|||Needless to say, I will not be staying at this...

My room was filthy. The interior of the hotel itself is quite nice but the room itself is another story. The furniture has food ground into it. The floors were so filthy that I put a towel down to stand on and when I picked it up it was black. The coffee cups in the room have never been washed and the insides were filled with yellow chunks and black coffee lines. I attempted to wash them TWICE in the dishwasher but they need a proper scrubbing. However, there are no tools to do that in the room.

The pillows on the bed had no pillow cases. Front desk brought some up. The bed is lumpy and needs replacing like much of the furniture but that isn’t the worst thing about the room. The shower had reusable bottles of soap and shampoo but instead of having one shampoo and one conditioner you get 2 shampoos. Guess they really wanted to make sure my hair was clean. The coffee in my room was plentiful but all decaf - 10 bags of decaf coffee - prob afraid with real caffeine you’d use all that shampoo. Last, but not least, the noise level. I was on the 2nd floor quite far from the elevator and the noise from above was unbelievable. I could even hear people clanking dishes. Try to sleep at night with elephants running above you. Like the whole herd - the whole night. The air conditioning in the living area worked great. However, the AC in the bedroom didn’t work at all.

The front desk staff were all pretty amazing except one. They were helpful and polite, friendly and patient. These ladies make the bad stuff not so bad. The young man though has attitude to spare and is the reason why this has 2 stars and not 3.

The small bar is a nice touch, nice to be able to get a drink in the hotel. The pool water was about 90 degrees and cloudy which kept us from wanting to try a second time.

The room is quite spacious and gives plenty of room to spread out, but bring some cleaning tools with you. You can easily look past the fact that it hasn’t been updated in a while (peeling wall paper, cracks in the corners, holes in carpet, ick on the furniture) but the cleanliness, for me, is why I’ll probably never stay at...