Where to begin? We booked this trip online for a double queen room, but when we arrived we were told they only had a single queen room left. We are a couple traveling with a 5 year old and 1 year old. Since we didn't want our 5 year old on a pull out sofa, the front desk clerk said she would bring a cot. Since she was the only person working, it took an hour to receive the cot, the mattress was ripped, there was no mattress pad and the clerk left us to set up the bed ourselves. Though we had reserved it in advance, there was no crib in the room when we arrived either. The same clerk went to get the pack and play - as a result, our kids were over an hour later for bed than we anticipated. The queen bed was way too soft, very uncomfortable and clearly old. The bathroom was clean, however, not great - the drain in the tub looked broken, the whole piece of the inside of the drain was sitting in the tub and in general, made me not want to bathe our kids. The room in general looked more worn than other rooms in this hotel when we've stayed in the past. All in all we were quite disappointed; the staff refused to give us a discount even though we didn't get the room we reserved and were full of excuses about why they didn't have enough rooms, none of which mattered to us or did we want to even hear about - the management should have done whatever they need to do to ensure their availability is correctly reflected on the internet. When they discovered they were overbooked, they should have had more than one person working! Our experience was unacceptable and we will not stay there again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 3, 2012
Thank you for your review and informing us about some of the major issues that occur during your stay. We sincerely appreciate every review negative or positive because this gives us the opportunity to reflect on our performance and strive to do better. Here at the Inn at Wilmington we do our utmost to give every guest a marvelous experience, and it is my greatest regret that you did not experience this during your stay with us. Please contact me at your earliest convenient to discuss the matter further. I look forward to hearing for you soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.