Sheraton Suites Wilmington

We booked a club lounge room for Valentine’s Day weekend, but only found out when we arrived that it wasn’t available. If I’d known earlier, I would’ve canceled and booked somewhere else. Breakfast was awful. The same eggs and potatoes cost $36 for two and were disgusting, so we had to go elsewhere to eat. Service was just as bad. Our waiter kept checking her watch when we came down at 9:45 a.m., ready to send us away, and asked, “Are you sure you have breakfast with your room?” We were positive. Housekeeping put our pillows on the floor while making the bed. I could’ve gone my whole life without seeing that, so I rushed to Target for new pillowcases to use that night. I’d decorated for my spouse with rose petals. Neither the front desk at check-in nor the staff member who saw them mentioned any cleaning fee. I cleaned the entire room before checkout and left the petals in a pile on the floor. They charged me $250 for cleaning. I would’ve picked them up myself if I’d known housekeeping would charge a fee.

I stayed with my family at the Sheraton Downtown Wilmington the first weekend in December. Everything seemed fine until after checkout, when I saw an extra $250 in fees. The emailed bill didn’t explain them. Assistant manager Liz was rude and dismissive when I called. She said it was an excess cleaning fee, which I strongly disagree with. When I asked for evidence, she told me to dispute the charge with my credit card company, and the hotel wouldn’t send anything. I think it’s wrong to charge a fee without providing proof or letting the customer dispute it with the merchant. I then spoke with general manager Mr. Buckley. He asked me to wait a few days, then said the charges were valid and again told me to go through my card company. He said he’d send evidence, but it never arrived. They offered no way to resolve this directly and no protection for the customer. I’m concerned that the hotel charged my card without my knowledge or consent and showed no interest in addressing the issue. It’s very unprofessional and has caused financial stress for my family and me. I won’t stay here again. I’d recommend a more customer-friendly hotel, and locking your card after checkout.

The lobby felt modern and welcoming, and the staff were friendly. My room was tidy, the bed was comfortable, and I really liked the window view. I could hear some hallway noise at night because the walls seemed thin, and breakfast could have had more variety. Still, neither issue really took away from the trip. It’s a solid, well-located place at a reasonable price.

I’m in Wilmington about 12 times a year and have stayed here often, but my latest visit was disappointing. Room quality has gone downhill, and staff seem less attentive and more dismissive when I raise concerns. Last time I had to push hard just to get moved to another room, and there are other issues that need attention. One person in the restaurant has gone above and beyond for the past five years. I think promoting her to general manager could turn the place around. I hope things improve, but honestly, you’re better off at the Westin up the way.