I am a frequent Marriott guest and this particular hotel has to have the most appalling service of all the Marriott chain hotels I've been in.
I booked the room a week in advance, with requests for a room far from the elevators, foam pillows and an early check-in. As you might have guessed, NONE of these requests were honored. And they did not even care.
The hotel's check-in time is 3 pm. We were there at 2pm. Was the room ready, despite the request for an early check-in that really wasn't a ridiculously early or unreasonable time? No. It was not, the woman at the front desk said, and will only be ready at 3pm.
So we waited till 3pm and the room was finally released to us. Funny that while we waited, we observed other people check in and their rooms seemed to be ready before 3pm.
When we finally got to our room, guess what? It was RIGHT NEXT TO THE ELEVATOR, despite my SPECIFIC REQUEST FOR A ROOM AWAY FROM THE ELEVATOR. And instead of foam pillows, we were given feather pillows.
We wondered if front desk even bothered reading our requests. When I called to request a change of rooms, the front desk clerk really could not be bothered. All she could muster up was "We're really busy this weekend and this is the only room we have available." This, despite the fact that we had booked in advance, paid, and put in the requests early. The front desk clerk couldn't even bother to offer me a solution or an alternative either, like changing our room the next night (we were booked for 2 nights).
The lack of initiative or inclination to make good on any request or to do anything to find a satisfactory solution for a guest is utterly disappointing. In this day and age, hotel rooms are interchangeable to most consumers. There is nothing special about the rooms here or its location. Along with its non-existent service, potential guests to the area ought to look elsewhere instead.
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- Also Known As:
- Towneplace Suites By Marriott Wilmington / Wrightsville Beach Hotel Wilmington
- Wilmington Towneplace Suites