SpringHill Suites by Marriott Wilmington Wrightsville Beach — Hotel in Wilmington

We chose this property for my 6 year olds birthday because she wanted to go to the beach. My parents arrived an hour before we did at 12pm and were able to check in no problem as Silver elite members. We arrived at 1:30pm to check in as Gold Elite members and were told our room was not ready. That's fine but we were never acknowledged that we were Gold elite members as we were going through the check in process which was odd nor were we told about the pool or what time breakfast was. The front desk employee gave us our keys and told us they would send us a message when the room was ready and under no circumstances should we go on in the room until we are notified.. We never received a message and had to find out it was ready from a phone call from my parents. In the meantime we were driving around in circles with 3 kids in the car. If my parents didn't tell me about the room who would have?
The room had an odd smell of sweat and the bed sheet had a dark stain on it. That night we went down to the pool and there were no towels and the fountain was not working. Breakfast was also disappointing as there was no toaster or waffle maker. I asked a moody breakfast staff member why there was no waffle maker and she said "we don't do waffles on the weekdays". My 6 and 4 year olds were upset because they love the waffles and toast. Apparently there were 2 fires that needed to be put out with 2 toasters over the weekend so we could not toast our breads. It made for a very boring breakfast. The food was kind of gross too as the turkey sausage looked like it had been way overcooked and runover. Very rubbery substance.
We choose the Springhills and Towneplace Suites for the free breakfast (w/waffles and toasters) and have stayed at quite a few (Orlando, Savannah, Charleston and Mt. Pleasant) and have always had a great experience. We have always received good service, were aknowledged as rewards members, ate waffles on the weekdays and had very clean rooms. This was not a good experience at all. We said it was on the way out but I wasn't in the mood to get into it with anyone as I was trying to pack the luggage and kids in the car. I hope it gets better because it is so convenient to the beach, restaurants and shops. As for now we will pass next time and go somewhere...

We were in town to tour UNCW and had many hotels from which to choose. We choose Springhill due to having two older teenage boys and needing more space. Plus, it had breakfast included. However, if you are looking for a true two room suite, this is not it. A suite here means you get a sofabed and a microwave/fridge. Beautiful, updated decor, but found the bathroom inefficient. Toilet, sink, and shower are all connected - did not work for our family of 4 to share. Also, fancy sliding bathroom door had a "sheer" look, so whomever was in the bathroom with the light on was putting on a show for everyone else in the suite. This was tough for me as a mom with 2 teenage boys!

Breakfast was poor. Scrambled eggs were FILLED with salt, and turkey sausage (which I would normally prefer) was truly like overcooked leather. The big issue was there was no toaster as well as no waffle maker at the huge waffle station. When we inquired, we were told they set off the smoke alarm 3 days prior and were met with an extremely rude, confrontational, and flippant response from "Kevin" - the gentleman at the front desk. Kevin was clearly having a bad day (by 8:00 a.m.?) or just very unhappy in his job overall. We very calmly inquired about this, and during his rude response, people in the breakfast area stopped in their tracks and stared. The lovely attendant at the breakfast area offered twice to toast items in the kitchen for us. I don't know her name. but she was helpful and kind.

Our issue was we had so many other hotels we were thinking of choosing, but we chose this one for a bit more money, and it was not only disappointing, but we were taken aback when generally inquiring about obvious things missing from the breakfast. I get that if the smoke alarm occurred that morning, or even the day before, they would not have fixed the issue yet. But 3 days prior? Anyone who works in hospitality would know to either fix, replace, or provide another option for guests. On our way to tour UNCW that morning, we ended up stopping to pick up breakfast for all of us. We will not choose this...

I made my reservation weeks in advance. The reviews I had read online, coupled with my own previous experiences with other Marriott establishments led me to believe that this hotel would provide a great experience. This was absolutely not the case. In fact, I am uncertain I will ever stay at another Marriott owned hotel again. Check in was supposed to be at 3 pm. I understand delays CAN happen. I am not one of "those people" and have never complained about my stay, accommodations, or anything else at any other hotel. However, a 6 plus hour delay is totally unusual and unacceptable. Our plans on what was supposed to be a special day were completely ruined by this inconvenience. Over the course of the 6 hour delay, I called 2 times to check on the status of the room and on one of those occasions whoever answered the call actually sounded annoyed with me. Mind you, I was not rude in any way nor did I ever raise my voice; I was just wanting to know how much longer it would be. To my understanding, the reason for the long delay was due to the hotel being understaffed and backed up with housekeeping. I understand that being short staffed is sometimes hard to control, but being courteous is 100% controllable. We were provided with 50% off the room due to the delayed check in. I feel like it should have been free of charge considering that it ruined the entire day that had been planned. Its not even about the money, I'm always willing to pay good money for a decent hotel and good experience; its the principle of the matter. Its unfortunate considering the hotel is actually quite beautiful and clean (aside from the moldy shower curtain in our bathroom that is. But thats another story.) If things had gone according to plan, it would have definitely been added to our list of preferred hotels in Wilmington. Needless to say, things did not go according to plan. Thank you...