Homewood Suites by Hilton Wilmington Downtown — Hotel in Wilmington

I was very disappointed in this hotel considering it is a Hilton we arrived our reservation that I made was not the room I requested there was a king size bed and a couch pull out bed but the couch pulled out bed was at the very end of the king size bed so if you were sleeping by the window you would have to climb over the person sleeping in the pull out bed there was three adults and a service dog there's two disability people in my party and we had handicapped we paid for the parking because park is not free when we went out came back there was no parking whatsoever and when my daughter went into complain to the front desk was told that that's just too bad and it was a staff's cars and there's nothing they were going to do about it then when I am she got angry with them they said that we could leave at 1:00 in the morning after rent from the room paying for parking and not getting parking I asked him to please let her stay and then they agreed to that we had to go and pay for an additional room on top of this because we didn't have enough room in the room that they gave us which was not even the room I requested on the reservation The staff from the very beginning of walking in the door was very rude when we had the first issue with the room we went to corporate I called corporate office of Hilton who did absolutely nothing but all the hotel and tell them to work it out with us when we got to back to the room downstairs to the front desk they said we can rent another additional room for additional fees the second room is what we actually requested in originally at which we were told that there was none available and that's why we were put into the s* room The breakfast was absolutely horrible whole chicken tacos for breakfast with a lot of greasy cut up kielbasa how dare Hilton honors members to go through the aggravation when you're traveling you want to go and be unstressed this is not the hotel to be unstressed perfect location clean rooms however their air conditioner system is horrible My room was so hot and would not cool down My daughter's room was so cold it wouldn't heat up I will not recommend this room to anyone or this hotel the staff is so rude The manager all the way down is so rude no customer service there I would love Hilton to call me on this which I am right in a email to Hilton upon all my issues at this hotel and I will go and be calling them on Monday morning again to complain from now on I might just say I'm not going to Hilton hotels no more because this experience and go to Marriott or the Hampton or something else other than Hilton because this hotel left a very bad taste in my mouth because their staff are rude obnoxious and they do not communicate or have any customer service skills there was people in the parking lot along with me complaining about the same issues finally a gentleman gave me his spot and he said he stayed here a couple times and he will not go back either so this is not just my opinion this is a horrible hotel horribly staff horribly run Hilton should be ashamed...

I had high hopes for this hotel as a Hilton Honors member. The hotel itself is well maintained and nice. Room was comfortable. Parking is limited. I had come to this hotel from out of state for business travel with several colleagues.

Last evening, we were informed that we could park anywhere in their limited lot outside of a normal spot as long as we were not blocking the trash receptacles. We had found an end spot out of the way and parked our car. We were notified this spot was fine and we would not be towed. That unfortunately was not the case. Today, we visited the front desk seeking information on why the car was towed. Staff did not notify us that the car would be towed. Alaysia at the front desk was very rude and mocked my colleague right in front of her and several other guests who were waiting in line. We were informed by the hotel staff that they had not followed procedures appropriately before towing the vehicle because they did not attempt to call the phone number on file before doing such. We were also notified by the towing company that the initial call for towing was placed before they ever placed a notice at the hotel door (which they conveniently waited until my colleague left for Starbucks before placing the notice and gave no time for her to move her car).

Marissa at the front desk had attempted to contact the towing company to see if they would be able to assist us in retrieving our car as we are out of state (and the towing company was closed on Sunday’s). However, alaysia reached across her and disconnected the call mid conversation.

Alaysia should not work in customer service and be the face of a business with her blantant disrespect for others. She had refused to provide a name of a GM as well to assist in rectifying the situation.

I will 100% never go to another Hilton after the service we have received. The disrespectful staff should be held accountable for the poor customer experience that they provided ans retrained on protocols within their company. Hilton should also refund my colleague for the towing bill as the staff admitted that it was due to faults in their own internal process.

On a lighter note— Marissa was very professional at the front desk and did everything in her power to assist us and we are grateful for her. Devon was also helpful and polite...

I reserved a room at this hotel for my wedding weekend, but unfortunately, upon my return to retrieve some remaining items, I found my room door deadbolted open and personal items missing. Despite my scheduled check-out time being confirmed twice for 1 pm, I encountered unprofessional behavior from an individual claiming to be the manager, Shamika Fraiser. She was dismissive and unhelpful, failing to provide any apology or resolution to the situation. The individual she referred to as the housekeeping manager also accused me of lying about the situation. Overall, the lack of accountability and customer service displayed by the staff members was disappointing and concerning.

It was falsely claimed that we left the door open, when in reality we had shut it to check if our keys were functioning. Additionally, the assertion that nothing was taken from the room was also inaccurate. It appeared that we were targeted due to our wedding, and there was a suspicion that an attempt was made to enter the room to potentially steal items. Fortunately, most of our belongings had already been removed, including our wedding gifts. Despite expressing my dissatisfaction with the situation and requesting a resolution, the response provided by the staff, particularly the individual who identified themselves as the manager, Shamika, was unsatisfactory. After waiting for an extended period of time, I was met with dismissive and disrespectful behavior from Shamika, who proceeded to speak condescendingly towards me in the presence of other customers. Following a heated exchange, Shamika resorted to raising her voice and making threats, ultimately stating that the police would be called. In light of the unprofessional conduct and lack of customer service exhibited by the staff at this establishment, I strongly advise against staying here. A formal complaint has been lodged with law enforcement, and corporate has been notified for further investigation. Regrettably, attempts to obtain contact information for the general manager from the front desk were...