DoubleTree by Hilton Hotel Wilmington

I’d stayed here several times before for church conventions, so I didn’t expect my October 17-19 visit for a wedding to go this badly. The room looked clean at first, but it smelled, and we had to buy our own cleaning products to deal with it. The TV didn’t work, and neither did the room phone, so we couldn’t reach the front desk or housekeeping from there. The night before the wedding, the AC started making loud popping sounds and throwing sparks. My sister and I couldn’t sleep. She has severe PTSD from her military service, and the incident left her triggered and feeling unsafe in the room. We got dressed and walked downstairs to ask for help. The night manager was nonchalant and acted like we were a bother. We were told they might be able to move us to a room, but no real solution was offered, and my sister couldn’t stay there. We ended up sleeping in her car in a secure location. No one addressed how distressed she was. Anyone who knows PTSD, or has a family member dealing with it, knows this isn’t solved by a maybe-available room. It was the worst hotel experience I’ve had, especially after previous stays here.

We were up since 3:30 in the morning, and by the time it was nearing 7 p.m. we still had no room. We’d been told it would be ready at 4, then, when we arrived around 5:30, they said about fifteen more minutes and asked us to wait at the restaurant. Another man was waiting too, and they came to get him. Two couples who arrived after us also got rooms first. Eventually staff said they didn’t know when ours would be ready. I was in pain, but that didn’t seem to matter. Their offer was a restaurant sample and one drink for the two of us. The person initially in charge hadn’t done what he was supposed to and never apologized. The manager did apologize, but only afterward.

The room was disgusting, and there was no hot water at all. Our friends staying at the hotel said they had the same problem. Later, a party got so loud we could hear every word of the songs and feel drinks bouncing on the end tables. Service itself was fine, but I wouldn’t stay here again even if the room were paid for. I’ve been in some rough places in my younger years, and this was the worst by far. The hotel needs a serious update.

The food and room were both nice, and it’s a nice place overall. I’d have given it five stars if there’d been more hot water.