I was down on June 9, 2012 for my wedding weekend in Wilmington, NC. We booked the honeymoon suit for the night after our reception at the best western, what they call their tower room. It was a great room with awesome views of Wilmington. After the reception we strolled into the room happy to finally have some alone and married time. Lets just say the night of was not the horror story of this place. When I woke up the next morning, I noticed that the room was really kind of bare. No bottled water, snacks, or anything really to make you feel like you are in a nice room. Its their tower room, I figured that would be a great boost for having people stay in it. Well after looking around I realized the "complimentary" toothpaste was not in the room either. My wife called down to ask, the lady at the front desk said, we keep down here. She then asked, would you guys mind bringing it up to the tower room for us. I mean most hotels really wouldn't make you ask that, especially when you are paying for the most expensive room. Not this one, the girl at the front desk says, you can come down to the 1st floor and get it from me. Dumbfounded at this lack of service and accommodations, my wife hung up the phone. I was pretty frustrated at the lack of service, however I went downstairs to get the toothpaste.
The night of the wedding, my parents dropped my car off at the hotel and left my car keys at the front desk. Well when I went to get the toothpaste the same girl that made me walk down to get the toothpaste was at the desk. I asked her if she had keys for me that my parents dropped off that night. She looked left and right, and said no. I then said, well I know my parents dropped them here last night because thats my car, she then said, "Well do you know who they gave them to?" I said "the person working the desk last night I assume". She said, "well who might that be?" I then said, "well seeing as we don't work here, I can't say I know the persons name, don't you have a schedule you can look them up on?" She did not like that comment and kinda dismissed me. So I called my mom to verify my keys were dropped off. Sure enough they were. So I stare behind the desk and right on top is an envelope with my name on it. I told the front desk lady, "mam, that envelope sitting out with my name on it is probably my keys". She shrugged me off and said oh, and handed them to me with no emotion. Wow, this is some of the worst customer service I have seen. I did not feel welcome at this hotel. I kind of felt as if my presence was a burden to them. Either way I shrugged it off and hiked back to my room. After being in the room for a while, I noticed the AC was not working as it was getting hotter in the room. Not wanting to deal with the front desk lady, I checked it out myself. Yes I know a bit about AC's because I work in property management at an apartment complex and we have 330 units similar to their system. It was frozen up. So what do you do when that happens. You turn the fan on to thaw it, and then check the pressure gages and possible add freon if needed. I waited till we checked out to mention this as I did not want to be a pain in the butt to the lady at the desk for a second time today. So when I did go down, I mentioned this to her. She told me, that I must have kept the AC on to hard and long and I did this to it. I told her, I actually never touched the thermostat, but was dumfounded why she was blaming a "paying customer" for the AC. I attempted to explain to her the cause and she dismissed my reasoning only to state that it was my fault. Your right, Im the customer and thats the way to run a hotel. Needless to say, we were going to do 2 nights here, but I was not going to let them have another penny out of my pocket for this customer service.
Warning to all, the hotel is nice, but the staff has no hospitality skills or manners, working the desk. So don't expect to be pampered what so ever staying here and you may feel right at home. Me on the other hand, Lets just hope this girl doesn't come to a interview in my office one day.
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- Also Known As:
- Best Western Coastline Hotel Wilmington
- Best Western Coastline Inn Wilmington Nc
- Best Western Wilmington
- Wilmington Best Western