I booked a premium suite about 6 weeks in advance. Due to overbooking I was downgraded from a premium suite room to a standard room for a Saturday night stay. Unfortunately, I was not made aware about this change in advance of my stay. In fact I did not know about this change until I opened the door to the room around 7:30pm that night after checking in. I was further disappointed that the young lady who checked me in, did not take the time to tell me about the change and ran my credit card through for the premium suite price letting me believe that there was no issue. It was a huge let down to have to find out I was downgraded by opening a door to the room. If I was notified before that moment or more appropriately, before I traveled to the hotel, I could have rescheduled for another weekend. There was not a manager on duty on a Saturday evening, so I could not bring this issue up to management. I ended up staying at the Embassy Suites in Newark, Delaware. This hotel was cheaper, nicer, and did not smell like a retirement home like the Brandywine River Hotel. It had a mildew musky scent from the moment I walked in. I could tell by the décor that The Brandywine River Hotel was extremely in need of renovations. Example, it is one of the few hotels I know of that still has 4:3 Tube TVs and not flat screens.
I followed up on Monday, with a phone call and no manager was on duty. Apparently, the owner of the hotel, comes in for a few hours each day to check on things, but he was not available at the time I called. I sent an email because I was told he checks it often about the situation and I received no response. I called back again Monday and he had just left. The woman on the phone I spoke to said she told him I called and explained the situation to him, yet he still choose to ignore me. Clearly, the owner does not value the customers. I would not recommend this place to anyone. From other people I’ve spoken to about the place is it has gotten worse and worse over the last couple years. Save yourself a few bucks and have a much better stay elsewhere. And for those of you going forward to stay here, GOOD LUCK!
- Official Description (provided by the hotel):
- Nestled on a hillside in the heart of the Brandywine Valley, the Brandywine River Hotel offers distinctive European style lodging for both leisure and business travelers, capturing the unique charm and tranquility of the Brandywine in a stylish, colonial setting. ... more less
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