Holiday Inn Express And Suites Wilmington West - Medical Park By IHG

Exceptional

They will charge you randomly...

Liked: The only good thing was a clean room other than finding a zynn pack behind the bed. The area is nice and the drive to the beach isn’t bad.
Disliked: 1. Booking was complicated, they messed up when charging cards and took the initial payment off my card, then proceeded to keep charging my boyfriends card for random little payments like $200-300, when we asked about it they said they did it on accident and would give us our money back. 2. When checking out because they messed up our check in process we couldn’t leave the hotel until we paid an additional $523 after paying $523 Friday when we checked in. So they cancelled our payment and said they refunded us which refunds take 7-9 business days so we had to quickly scramble up some additional money after budgeting our trip based on we already paid for our hotel so we didn’t expect to have to repay all over again.

Very good

Liked: Room was great and breakfast

Clean room, comfy bed. Less...

Liked: The hotel was clean, beds comfy.
Disliked: The location is less to be desired for. Homeless people on the corners, and right across from a drug and alcohol detox facility. If I would have done more research I would not have booked at this location. And the AC never really seemed to cool off the room.

Location of the Hotel is...

Liked: Location of the Hotel, Clean hotel and good breakfast.
Disliked: NA

When I arrived, Ihad to...

Liked: Clean
Disliked: The location was a bit far from where I wanted to be. I didn’t realize I had to drive through downtown Wilmington to get there. I was hoping it was closer to the interstate.

Superb

Very good

How not to treat your...

Liked: The room was clean, comfortable, and safe!
Disliked: We arrived late and were really looking forward to showering, and getting some rest. Got up to the room and there was no toilet paper and no towels. Called down and was told because of the time I would need to come down. The lady that was working night audit ran around gathering up everything and was very friendly and helpful. The other lady not so much. I expressed my frustration to her about our room not being ready. She kinda shrugged like oh well. She said " I don't want to lie I don't know if it was cleaned or not". We had already checked the ROOM it was clean and the beds had been properly made.They just didn't finish the bathroom. Who in customer service acts that way? Got up Sunday morning and went down to get hot chocolate for my daughter and some coffee. No hot chocolate, the nicest lady from housekeeping went everywhere looking for some. She was great I wish I had thought to get her name. Then there was no coffee. There was a man, 1 man running around trying to do all the breakfast stuff by himself, on a Sunday morning, when it appeared you had decent occupancy numbers. When we checked out the very helpful lady from housekeeping was at the desk and said she could help us, because we needed a receipt she had to call the lady from the back to come and help. When the lady finally came up front she acted like it was the biggest imposition to print out a receipt. We decided to stay here because we have enjoyed our experience at other HI Ex. We will not be staying there again. Customer service goes a long way. Your front desk, the people everyone sees and communicates with have NO customer service skills. Night audit lady was great!