The Westin Wilmington — Hotel in Wilmington

We checked out a few hotels online using Trip Advisor before our arrival and had narrowed it down to 2 hotels for our weekend away. Since we was a bit unsure of the area of the Westin we decided not to commit to either until we arrived in town.

We saw the Westin from the Interstate and decided it would be our choice. We had a hard time locating it after we exited the interstate. So we called the hotel for directions(to new for our GPS) and to confirm rooms are still available. The hotel said they would transfer us to reservations to give us the info needed. Sue from reservation was wonderful in providing directions and staying on the phone with us until we reached the hotel. She then wanted to reserve our room for us by phone which we allowed her to do. Online we had looked at queen bed rooms, she said none was available but she had a king room which was a bit more, no problem.

Upon entering the hotel a couple minutes latter we found out she had reserved the room for the wrong night.. The gentleman at the front desk proceeded to check us in and to downgrade us back down to a queen room as no king rooms was available. He also said reservations had us signed up for a package that included 2 free tickets to the children's museum which we didn't need or want. The front desk wrote the price of the room on the back of one of the room key envelopes but never mentioned the rate to us. I assumed it would be what I saw online for a queen, but I was charged the same rate for the king room with 2 museum tickets. He did sign us sign up for the rewards program also so we could have a late checkout on our departure day of Sunday.

We checked into our room. It was an average basic clean hotel room. It was a handicap room (this was not mentioned to us a check-in) with a walk in shower, since the shower has no lip on it the water from the shower sprays under the shower curtain and gets the bathroom floor soaked. They do not have bath mats and or extra towels in the room to put on the floor to dry it up so we used our hand towel. This is a slip hazard/accident waiting to happen. Also if you are over 5'5" you are to tall to use the shower in this room and you must bend down. View was roof of Convention center next door.

The room is really only designed for one person, since it contains 1 free bottle of water, 1 bathrobe, it has 1 chair for reading. If one person eats in the room they can set at the desk, if 2 people you sit on your bed.

The room has a mechanical banging noise that come and goes throughout the stay and you hear normal conversations through the door and vents.

We tried to eat at the hotel late one night during our stay but the kitchen was closed.

We called the front desk once during our stay, they asked to put us on hold but hung up on us in error. They called us back and we asked if they now of any place that delivered pizza in the area. They looked up a pizza place and gave us their number. When we called the pizza company it was not located in the City and did not deliver to the hotel.

When I noticed the room rate on the key envelope I went to the front desk to inquire if an error had been made. Rhea said she would talk to the manager and let me know at check out how it would be resolved. I had my pet with me and she asked how he enjoyed the pet bed. I told her it was never offered to us when we checked in. Yes they knew about the pet. He was with me, I filled out the pet form and got a nasty paper cut on the forms, which the front desk provided me with band-aids and paper towels so I could clean up the mess I made. Rhea pulled up my account and noticed I was not a not a rewards member and signed me up again and said she would take care of everything.

On the final day of our stay they deactivated our room key before we checked out. So when we returned to the hotel we had to go back down to the front desk for a new key to get into our room.

Upon check out I asked the lady at the desk if the manager had made any adjustments or notes to address our concerns. He had not, so she called Rhea over since she was aware of the issue. Rhea said the manager has already left for the day. I don't know if she did not tell the manger of my concerns or if he did not respond. But either way I had now brought up my concern twice and no manager was on call either time to address my concern. She said she could offer us some points for our trouble. We said ok since we assumed that was all she was authorized to do. We had no idea what the points she offered was worth since we had just signed up during our stay.

When we arrived home and went on the computer to see the value of the points offered. We noticed the amount of points offered was not worth much and on Westin's website the rooms was offered for an even lower price that we had seen on Trip Advisor or we was offered directly at the hotel.

Also our account showed no points for our stay or the extra...

Hi,

I was treated badly by a supervisor at this location. I stayed 1 night last Thursday Dec 8th into Friday. I was there for a work meeting in Wilmington. I requested by calling down to the desk for a late checkout at around 6am before I left for my meetings that day. I was told 1pm, I then requested 130 and the woman said that would be fine that she would make a note in the computer. When I returned to the hotel at 1pm I was told that my room had been cleaned and was already checked into by another guest. I requested a late checkout just so that I could change into more comfortable clothes out of my suit before driving the four hours home. I asked to speak to the supervisor on duty just to inquire about the policy for late checkout for platinum members and what had happened. The supervisor was extremely rude and condescending. I explained the situation but all she said was that I should have left my belongings in the room. She said their was no record in the computer of my request and kept inferring it was my fault. All she kept repeating was who did you talk to sir??, and "you should have left your stuff in the room". I feel it would have been easy to just give me a room to go change into but no she never offered that and was continuously placing the blame back on me. "You should have left your stuff in the room." If she couldn't accommodate that would have been fine, just apologize and I would have been on my way, but blaming me for the hotels mixup is not right! She also said " do you know what time it is right now??" I said yes its 110 and it won't take me 20 minutes to change, as if it was again my fault and was unheard of me showing up at 100 to get back into my room. I was so frustrated on my drive home not from what happened but her attitude and zero empathy. I think the new policy for late checkout is even 4pm so not sure why she was making such a huge deal.

As a platinum member I usually receive great service but for a supposed upscale hotel in the spg franchise the level of service was extremely disappointing. I was going to write a review on the app but was unable because they canceled my stay without consulting me after I left. So now I have no record of stay nor points that would have been worth more to me than giving me the room for free. My job paid for the room so refunding the room does nothing to assist me. I travel to Wilmington all the time for work but will not be staying with the Westin at this location ever. Some points would be nice since I didn't receive any for my stay. Please forward this to the associate/supervisor Noemi and I suggest giving her some customer service counseling training. She was so horrible and I was so upset after talking to her I just left. All I wanted was to change out of my suit into some comfortable clothes before sitting in traffic all the way back down 95. Very disappointing service and I was made out to feel like a fool. Lat checkout should not be a huge task especially since it's only 130pm. Won't be staying at your property on my future trips...

Selected the Westin given it's location near the waterfront and downtown, close to several family events for this award trip (most trips are business).

Check-in was a bit choppy; the somewhat coarse front desk agent at check-in felt it necessary or was coached to be deliberate about telling us what housekeeping wouldn't do during their cleaning of the room. A very odd conversation and not one I've ever had at an hotel before. Perhaps she thought she was being helpful, but it came across as "here's what we aren't going to do for you... " She was definitely anxious to push the green choice, normally I'd take it, but not for this stay. No room upgrade offered or discussed for this points award stay. Lobby was fairly sterile and almost devoid of any real Westin feel. The "gift shop" is an alcove with random sodas, teas and snacks.

Room was a typically sized room with king bed. Hallway to the room was littered with room service trays that had been there since morning (coffee pots, cereal, milk) and we were checking in at 530PM. Hotel room was warm, so we turned the AC down to cool it from the registered 75. Tears in the carpet outside the door to our room which looked to have been there for a while.

The bar is small and has serviceable liquor and beer, but don't expect a more typical Westin full service bar. It's all tile and hard surfaces, incredibly bright (sound wise) and frankly quite sterile like the lobby.

Housekeeping was a fail this trip. I have a standing request for defeathering of the room - was not done before check-in. On Sunday morning, housekeeping started banging on the door at 9:30AM wanting to get in and clean the room, mind you we were staying until Monday. Three times they returned and each time we told them we'd be out of the room by around 1PM. On returning at night we discovered that housekeeping just decided never to come back to our room, so no clean sheets, towels and the like. One call the front desk and they send up hotel engineering with towels. Good thing as the room never cooled off, so we asked him to check the AC which he was happy to do and discovered the thermostat was bad. 15 minutes and a new thermostat later we were all good.

This morning in the restaurant had to pull waitstaff out of a long personal conversation just to take our orders (the restaurant had one other table occupied). We were clearly an inconvenience. After the food came out we got to listen to most of their conversation that ran the ropes of topics and featured lots of four letter language.

I could go on. This is a Westin flagged hotel that at this level of service quality and amenities on property aught to be flagged differently. Probably a Four Points. This hotel has to survive on the court and bankruptcy business in Delaware where out of town lawyers want to stay in a recognizable brand but don't really have another choice so...