We booked in to this hotel for two nights during our vacation in North Carolina. We chose it because we had stayed the night before at a Country Suites in Burlington, NC and it was wonderful. That just goes to show the importance of the local management because the Wilson hotel was a completely different experience.
The problem started the first morning when I tried to take a shower. The water was barely lukewarm and got colder before I was finished. When I went downstairs I asked about it and was told very matter-of-factly that they had two water heaters out of service. There was no apology or further explanation. I asked if the problem would be fixed by the next morning and was assured that they were working on it and it should be fine.
My partner showered in barely warm water as well. When we left for the day a couple of hours later I saw the maintenance man in the hall and asked him about the water heaters. He said he had adjusted the temperature but if that didn't work they would have to call a plumber because he was not able to do anything more than that. We stopped at the front desk and asked again about the problem. We also pointed out that my partner suffers from a condition that would be made much worse by having to take a cold shower the next day. The hotel manager was there and told us that they had a plumber working on it and hoped to have the problem fixed soon. She did offer to find us a room at another hotel but we said we would wait and see if the situation was fixed when we returned. (We didn't really want the nuisance of changing hotels and there were not many options anyway since the Little League World Series was taking place in Wilson that weekend.)
When we returned we checked and were told that "the plumbers are still working on it but they know what they are doing and will get it fixed." The next morning the water was cold. My partner ended up heating water and a washcloth in the microwave so she could take a sponge bath.
I called the front desk and complained. The representative said she could only offer us 20% off the bill. Again, there was no apology -- the attitude was "there's nothing we can do about it so why are you complaining?" I asked a few other guests if they had hot water. They said they didn't and they had been told by the front desk that "a water heater went out this morning." I informed them that the problem had been going on for at least two days and they were not getting the true story.
After checking out I called the corporate Customer Service number and reported the issue. Unfortunately, the Radisson company apparently leaves all such matters to the discretion of the local manager -- the same person who had told us they had a plumber working on the problem (We had discovered the second morning that no plumber had yet agreed to even look at the water heaters. The poor maintenance man had been calling every plumber he could find and was getting no help. He was the only staff person in the entire hotel who actually seemed to feel some sense of responsibility and concern for the problem.)
I got an email later that day from the manager. She basically said there was nothing she could have done differently and left it at that. I was left wondering a few things: 1. How long had the water heater problem really been going on? Was it really just two days or had it been getting gradually worse for a while? 2. Why lie to the guests about the extent of the problem? 3. How were they addressing the various hygiene issues related to the lack of hot water? How did they clean the bathrooms, kitchen implements (pitchers, urns, etc.), linens? 4. Why wasn't the manager taking personal responsibility for getting a qualified plumber on site to address the problem?
All in all, we were very disappointed in the whole experience. The overall staff attitude during our stay was very poor. The front desk staff seemed to spend most of their time on the telephone with what appeared to be personal calls. The rest of the staff seemed bored, unhappy, and grumpy.
I certainly do not recommend this hotel. There are several other options in Wilson and I would urge anyone traveling there to try any one of those other places instead. I also would suggest that the Radisson folks re-consider their policy of deferring complaints to the local managers -- it seems to me to be kind of a "fox guarding the henhouse" approach.
- Official Description (provided by the hotel):
- It's more relaxing. More comfortable. And with free breakfast and high speed internet, it's more affordable, too. But most of all, it's feeling like you're a guest in our home. ... more less
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- Also Known As:
- Country Inn And Suites By Carlson, Wilson
- Country Inn & Suites By Carlson, Wilson Hotel Wilson