Staybridge Suites Wilmington - Wrightsville Beach, NC — Hotel in Wilmington

Booked a one room stay at the Staybridge Suites Wrightsville Beach (booked on 3/13/24). Checking in today & checking out tomorrow. Staying with my mother and my son so my husband can surprise my son with a quick bedroom renovation while we are gone. I received a call at 8:17 this morning waking me to the front desk woman saying she would be cancelling my reservation for tonight (7 hours before check in) because they do not rent to locals. Even though I booked the room a month ago… Then when I tried to refuse the cancellation in a haze of just being woken up by the two back to back calls from this number (first one I slept through, the 2nd woke me up & I answered) the front desk person became very hostile. It was such terrible and blunt customer service that I genuinely thought that I was being pranked. As I started to wake up a bit I regrouped and asked the person on the phone if I could please have their first and last name. With this ask the employee hung up on me while repeating over me that “we don’t rent to locals, hotel policy”. I sat there for a moment at a total loss & called back. The number listed online for the hotel was not the number that called me. Again, more confusion. So I called the number listed on Google for the hotel. This is when I found out that the person working the front desk, finally told me their name was Jasmine, was the one that called to cancel my reservation. She at this point told me it was already cancelled with the hotel. I took a breath explaining we’re having work done in my son’s room with no where to stay and have planned this visit far in advance. I heard this Jasmine person ask somebody if they can give me back the reservation because I’m having work done, and I can hear the other hotel employee rudely state “yea right, on a Sunday?” Too much I had to explain that my husband’s a contractor, and this was a plan surprise to extend my son’s loft bed while we were enjoying a hotel stay. After more discussion I was told they finally decided to “do me a favor and make an exception” for us. Totally blown away at not only the abrupt cancellation, the fact that I pretty much had to beg to keep a room I already booked and paid for almost a full month ago, AND THEN when I tell them the reason is due to a home renovation I get mocked because “it’s a Sunday”. What is actually happening over there?? After I got off the phone with Jasmine at the front desk, I called the IHG 1-800 number the customer service rep had no clue of this policy, did not see it anywhere on their website, but did see where they had previously canceled my reservation and then reinstated it a few minutes later. Joy, the representative on the phone was so confused by this, but asked if I minded being put on hold and give me a disclaimer that it may take a while being Sunday that they needed to check with higher management. After quite a while on hold, Joy came back to inform me that there is no such policy in writing or stated on the website and they’ve never had this situation brought to their attention. She actually filed an incident claim gave me a reference number and told me somebody would be following up with me. What was supposed to be just a fun little surprise for my kid has become a nightmare. My check-in is in two hours and my anxiety is through the roof. Are they going to spoil the surprise in front of my son when we get there? Are they going to turn us away? Are rates going to suddenly be tripled because they didn’t want to give me the room even through I paid the day I booked…a month ago?!? Never in my life have I had a hotel experience like this. I’ve been an IHG member since 2016, I’m a gold member owner with RCI. We travel a minimum of once a month and I have just never been treated like this at any location with any company. Especially in my own hometown. EDIT BELOW So unbelievably awful was this situation , I had to update with the generated impersonal response their GM “took the time” to bless me with. What is even happening with this company??! “Should you come back...

Booked a one room stay at the Staybridge Suites Wrightsville Beach (booked on 3/13/24). Checking in today & checking out tomorrow. Staying with my mother and my son so my husband can surprise my son with a quick bedroom renovation while we are gone. I received a call at 8:17 this morning waking me to the front desk woman saying she would be cancelling my reservation for tonight (7 hours before check in) because they do not rent to locals. Even though I booked the room a month ago… Then when I tried to refuse the cancellation in a haze of just being woken up by the two back to back calls from this number (first one I slept through, the 2nd woke me up & I answered) the front desk person became very hostile. It was such terrible and blunt customer service that I genuinely thought that I was being pranked. As I started to wake up a bit I regrouped and asked the person on the phone if I could please have their first and last name. With this ask the employee hung up on me while repeating over me that “we don’t rent to locals, hotel policy”. I sat there for a moment at a total loss & called back. The number listed online for the hotel was not the number that called me. Again, more confusion. So I called the number listed on Google for the hotel. This is when I found out that the person working the front desk, finally told me their name was Jasmine, was the one that called to cancel my reservation. She at this point told me it was already cancelled with the hotel. I took a breath explaining we’re having work done in my son’s room with no where to stay and have planned this visit far in advance. I heard this Jasmine person ask somebody if they can give me back the reservation because I’m having work done, and I can hear the other hotel employee rudely state “yea right, on a Sunday?” Too much I had to explain that my husband’s a contractor, and this was a plan surprise to extend my son’s loft bed while we were enjoying a hotel stay. After more discussion I was told they finally decided to “do me a favor and make an exception” for us. Totally blown away at not only the abrupt cancellation, the fact that I pretty much had to beg to keep a room I already booked and paid for almost a full month ago, AND THEN when I tell them the reason is due to a home renovation I get mocked because “it’s a Sunday”. What is actually happening over there?? After I got off the phone with Jasmine at the front desk, I called the IHG 1-800 number the customer service rep had no clue of this policy, did not see it anywhere on their website, but did see where they had previously canceled my reservation and then reinstated it a few minutes later. Joy, the representative on the phone was so confused by this, but asked if I minded being put on hold and give me a disclaimer that it may take a while being Sunday that they needed to check with higher management. After quite a while on hold, Joy came back to inform me that there is no such policy in writing or stated on the website and they’ve never had this situation brought to their attention. She actually filed an incident claim gave me a reference number and told me somebody would be following up with me. What was supposed to be just a fun little surprise for my kid has become a nightmare. My check-in is in two hours and my anxiety is through the roof. Are they going to spoil the surprise in front of my son when we get there? Are they going to turn us away? Are rates going to suddenly be tripled because they didn’t want to give me the room even through I paid the day I booked…a month ago?!? Never in my life have I had a hotel experience like this. I’ve been an IHG member since 2016, I’m a gold member owner with RCI. We travel a minimum of once a month and I have just never been treated like this at any location with any company. Especially in my...

I enjoyed my stay with Staybridge. I stayed for two nights, and stayed in two different room types. I have to say that I prefer the bedroom type over the studio for the larger kitchen area. In the studio the pull out couch was staring directly at the king size bed. The pull out couch has a very thin mattress so I would not recommend it for an adult. The pull out may be ok for small children. Everything else was quite nice. I would only have a few small things that I would change that would include heating the water in the indoor pool as it was very cold, and having the ability to use the fire pit that is advertised on the website as an amenity as it was chilly at night. There were not any cushions in the chairs outside almost rendering them useless as well. We were told that the fire pit was broken and needed a part by one person and told that they were not using it due to covid by another so I am unsure what the real reason is. The rooms are not equipped with an oven but there is a microwave. I really had my heart set on making a pizza in the room, but was unable to. Maybe the hotel shoudl have sprung for the upgraded microwaves that are also ovens as well as microwaves (an all in one).. The room was great excetpt for the water pressure was terrible in the shower. I could not get the conditioner out of my hair, and it took me a much longer time to shower than normal due to the very low pressure shower head that they used I might suggest oxygenics shower heads they use low water amounts but give great shower pressure, I learned about these from another chain and bought them for my own house. The Holliday Inn Express just down the street has great shower pressure maybe you all should see what they are doing as well. They do have a breakfast with limited hot items. The lady that works over there is such a delight, I absolutely love her. She made my morning while I stayed there. I wish that I had her name because I would recognize her right now. I will say as for the food some things could use improvement. The pre pacakaged omlets they are using are pretty bad. The cheese does not taste like real cheese. Whoever orders this stuff really needs to taste it. The potatoes tasted freezer burnt, but the bacon was great!! The Holiday Inn Express down the street uses pre packaged sausage biscuits and they are great, I hope that helps. Overall I reallly like the place and would definitely stay again. Those were my few picky things I could come up with that could have made my stay a...