Hyatt Place Wilmington Riverfront

My daughter has a condition and sometimes doesn’t understand how things work outside the home. When she asked the front desk woman for a snack, the woman answered rudely, “Well, you have to pay for it,” speaking to her like an adult. I can understand being unhappy at work, but please don’t take that out on children. Earlier, our room still hadn’t been cleaned, even though I’d asked a housekeeper twice that day. She explained that two housekeepers were absent and said she’d try to find someone, so I left the room expecting it to be taken care of. When we returned, it was still dirty. I called around 7 p.m., but the middle-aged blonde receptionist with bangs and glasses cut me off before I could explain and said, “Ok, ok, you want one now, I will send one now,” then hung up. We waited about 20 minutes and nobody came. My husband went down to check, and she had a bad attitude with him too, claiming I’d called only five minutes earlier when we’d already waited longer. Customer service here needs a lot of work.

There was mold in the room and bathroom, and the ventilation felt unhealthy. The room wasn’t clean either. I’ve provided pictures. We also waited about 30 minutes in the lobby after arriving before anyone came to help. Sleep there at your own risk.

The riverfront view was gorgeous, and the Riverwalk is right outside. It took us about 30 minutes to walk up to Main Street in Wilmington. We also found the hotel quiet, with good soundproofing, and the staff greeted us warmly. Our room was clean. A couple of things could’ve been better: the curtains let in too much light, so sleeping in was difficult, and either the TV or remote wasn’t working properly. We didn’t think it was worth complaining about at the time. The attached event center also made parking hard to find on two of our three weekend evenings. Still, it was a lovely stay and we’d happily come back.

The location is still great, and everyone we dealt with was sweet and helpful, including the lovely front desk staff. But after our stay last year, the hotel seems to have gone downhill. Breakfast now costs $11, one of the reasons we used to choose this place, so we skipped it and went to a nearby diner instead. Our room was spacious, but some things were broken and there was a huge puddle in it. The beds had been made carelessly, with the fitted sheet coming off. My husband and I won’t be back.