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“Don't expect good customer service”

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Shell Island Resort
Certificate of Excellence
Reviewed 23 February 2010

My family and I booked a room and were then told our credit card was declined (via e-mail). I called back that same day and gave the gal my bank card number and all went well. My bank showed me that everything cleared. Well, my credit card statement came yesterday and lo and behold, there was a charge on it for Shell Island Ocean Resort on it. I called Shell Island right away and after not having my phone call returned three times, I finally was able to reach someone else who said they could help me. I explained to them what happened and never once did I receive an apology. They thought I wanted 2 rooms and after some time they said they credited my credit card account and would e-mail me showing the transaction. The e-mail never came. Today I came home and checked our bank and what did I see? A withdrawal from Shell Island! Now I called them and she told me my "best bet" would be to contact the bank to see if they could speed up the process for the credit. They had credited my bank account as well and then started over with a new charge today! I am so furious I could scream! Now my bank account is low and they have done nothing to rectify it!

  • Stayed: February 2010, travelled with family
    • Service
2  Thank wiscareccia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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949 - 955 of 1,035 reviews

Reviewed 15 February 2010

This was a HORRIBLE experience! First we were told we were in the BEST suite - I hate to see what the worst suite was like. The water smelled like sulphur. The front desk had to be called several times and we were told this was NORMAL. We were told, after check in, we could only take a total a 7 minute shower per day for all guests in the room. If you are looking to stay in a hotel like that of Deliverance - then this is the place for you. I wouldn't stay in this place again if I was paid to - or able to stay for free. The pictures were deceiving of what it is really like - next time I will either pay more or less and stay at the Holiday Inn or the Hilton...

  • Stayed: February 2010, travelled on business
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3  Thank justwaggin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 November 2009

Booked this hotel because of the reviews, the website photos, and the all oceanfront rooms. We booked a standard/non-smoking king room. They had premium rooms, but were $50 more. This room rate was $150. I thought that was a tad high for the time of year.

The positives: The oceanfront rooms, great views, location is superb at the north end of the beach. Quiet (could have been time of year). Clean, doors needed a good scrubbing, but very clean otherwise. Beds, pillows and linens were wonderful.

The negatives: When we arrived the parking lot was empty. Upon check-in staff placed us in a room at the end of the hall on the sixth floor. Mentioned that we got an extra window since it was an end. Window overlooked parking deck, and balcony was not frontal to ocean, somewhat angled. Old carpet, and it smelled. Clearly not an updated room as mentioned on website.
My husband's back hurt, so he didn't want to switch, I did. Not a nice room. I called and they switched us to eighth floor, near elevator. New carpet, somewhat updated, but a lot of kitschy decor. Staff were very accommodating, but they were probably only at 30% occupancy. Why they put us at the end of the hall I do not know. Probably wanted to get some more use out of that disgusting carpet.
For a family this hotel would be great. The kitchenette was an added bonus, but we were only there two nights. We had snacks and breakfast, which worked out well. My husband caught fish, so we had the fridge to store them in.
I would stay here again, but I think they should revisit their room rates in the winter/fall.

  • Stayed: November 2009, travelled as a couple
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Thank geologist427
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 October 2009

The resort has clearly been updated very recently and was always sparkling clean. When we arrived our room was not ready but the awesome desk staff upgraded us to room 803. What a pleasant surprise. The room is gorgeous. Excellent view. Very european furnishings. Food from room service and the restaraunt was superb. The beach is large, clean and a short walk from the resort . All in all a great trip.

  • Stayed: September 2009, travelled with family
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1  Thank marshallgrad94
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 20 October 2009

I am from the interior of the state and enjoy traveling to Wilmington/Wrightsville Beach. Found Shell Island Resort as a referral from my company and planned a joint business/leisure trip when I saw I could stay at the beach. The hotel is fantastic and has all the amenities for business (free HSIA in the rooms and lobby), great casual restaurant/bistro, superior beach access, and absolutely the best location in the Carolinas. The beach is awesome, the hotel is beautiful, and the service is very frinedly and professional. The rooms are all suites and all have a great view of the ocean with a balcony. Why stay in just a room? I don't understand why anyone would come to Wilmington (especially from a non-beach community) and not stay at Wrightsville Beach.

I highly recommend Shell Island and this hotel. Of course, now I am wondering if I really want more people to be here?:). It was an enjoyable stay in every way!

  • Stayed: October 2009, travelled on business
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1  Thank businessTvlr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 October 2009

I made reservations for wedding 2-3 weeks out. When I made the reservation, I was given the rate and was told a confirmation would be sent to me. Since there were supposed to be "special" rates for this wedding, I questioned the operator since the rate she gave me was the same as the website (199.00). Nope she told me, this was the rate.

I got no confirmation and called back today, 3 days before the wedding to check on my reservation. Chris confirmed my reservation and when I asked about the rate, he said since I didn't book a month or more ahead of time, the "special" rate didn't apply to me...what crap.. I have never even been to this resort, but already I have a poor opinion of its customer service. The bride is a close friend and I would never bring this up during this great time, but if you plan on staying at this place, make sure you understand that whatever pricing they give you is probably a limited time offer.

  • Stayed: October 2009, travelled solo
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2  Thank daytripNc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UNCWALUM, Manager at Shell Island Resort, responded to this reviewResponded 19 October 2009

I am very sorry about your initial contact with us regarding the "special" rate for the wedding. Typically with group rates, such as Wedding Blocks there is a 30 day cutoff prior to your arrival date that we will not offer the discounted rate to the group or in your case guests staying with us for a wedding. This allows us not to hold the bride/groom responsible for any rooms they may have blocked, and gives us an opportunity to sell them to other people. I am sorry if you were not aware of the cutoff. I do apologize for you not receiving a confirmation number as that is standard practice with all of our reservations. I hope you enjoyed your stay once you arrived and will come back and see us again.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 October 2009

Recently stayed here during our quick weekend beach getaway. I was looking for a place where several of us could stay in the same room rather than having to book separate rooms. Since this hotel is designed as all suites, it made the most sense. There was one bedroom, a bath and a half which was nice to have and the living area had a small kitchen area, dining area and the sofa pulled out into a queen size bed - not very comfortable (no sleeper sofa is), but serviceable. Suite also had a private balcony with room for two chairs and a table. The hotel has free wireless service which is a must for me when I travel. The common spaces were nice and appeared to be updated. I hope they move onto the rooms next. Overall the room was mediocre - seemed to be clean, but certainly showed the wear and tear in certain places. The living room chairs were very old and outdated and the bathroom was in need of a makeover. Also, the covers on the electrical outlets in the kitchen were very crooked - noticeably so. I know that sounds like a trivial thing, but I think it helps illustrate my point - just a so-so hotel with inexpensive interiors.

HOWEVER - the location really makes up for anything the hotel lacks. This hotel is tucked at the end of a road that is full of multi-million dollar houses (seriously, I checked out the real estate market; the house next to the hotel was on the market for $3 million; the ones across the street (canal side) were going for $2.5 million plus! The hotel is literally beachside. You walk out the back of the hotel, around the pool (which seemed nice), down the short boardwalk/stairs and you're on the beach! The beach was really, really nice. I would highly recommend this beautiful area.

And although I thought the hotel could be nicer for what we paid ($225/night all in), I would probably return to it the next time I need a hotel setup with a separate bedroom. Otherwise, if my plans didn't call for multiple people and one room would do, I would probably look at the Holiday Inn Resort just down the road (can't give any details on it, just saw it as we drove by).

  • Stayed: October 2009, travelled with family
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1  Thank ohiostate92
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Shell Island Resort

Address: 2700 Lumina Ave N, Wrightsville Beach, NC 28480-1699
Region: United States > North Carolina > Wrightsville Beach
Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 On the Beach Hotel in Wrightsville Beach
#5 Family Hotel in Wrightsville Beach
Price Range: £109 - £225 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Shell Island Resort 3.5*
Number of rooms: 153
Official Description (provided by the hotel):
Nestled on the northern tip of Wrightsville Beach, Shell Island Resort is surrounded by a sprawling expanse of sand and unparalleled views of the Atlantic Ocean, Mason’s Inlet, and Figure Eight Island. This family-friendly resort and hotel boasts a front row seat to the beckoning sea and a beach that seems to stretch endlessly, making it feel like it is yours alone. ... more   less 
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Also Known As:
Shell Island Oceanfront Hotel
Shell Island Oceanfront Resort
Wrightsville Beach Shell Island Resort
Shell Island Resort Nc
Shell Island North Carolina
Shell Island Hotel
Shell Island Nc
Shell Island Resort North Carolina
Shell Isl All Oceanfront Suites
Shell Is Resort Wrightsville Beach

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