Sheraton Suites Wilmington Downtown

I never take the time to write a review but this time it’s a most: just don’t go to this property. The worst costumer service I have experienced in my life, and I’m a Marriott ambassador member with a lot of experience. Room was dirty, no one at the reception, no one pick up the call or replaying my messages there. Just horrible

I proceeded to check into the Sheraton, 422 Delaware Avenue, Wilmington, DE 19801 on Friday, June 21st. This hotel is a Marriott hotel. Upon checking in, I wanted to utilize cash to pay for one night of my reservation for June 21, 22 checking out on June 23rd. I was apprised by the staff that the hotel does not accept cash. I then inquired as to whether the reservation could be paid for under two separate cards. The staff said “no, we do not split reservations. I was travelling with another individual who was responsible for payment for one night. ​This scenario created a dilemma. I paid for one night utilizing my credit card. On Saturday, June 22nd, we had to check out of the hotel and secure other overnight accommodations. ​I was able to secure accommodation at the Courtyard Marriott Wilmington Downtown, 1102 West Street located 1/10th of mile from the Sheraton. This property accepted cash. ​This incident that transpired was totally unnecessary and a huge inconvenience to pack up and depart from the original location. There were other individuals who encountered the same issue as me since there is no posting stating that “cash is not accept as a form of payment or you cannot split payment.” I find it disturbing that one Marriott property engages in this business practice and other Marriott properties do not. There needs to be signage displayed stating the hotel policies and this is noted at the time the reservation is made. There was a group of four (4) females who came behind me at the reservation desk and wanted to split the reservation payment amongst themselves. ​This mandate is obviously a practice implemented internally at the Sheraton Suites Wilmington and not a practice implemented by Marriott corporate headquarters and is not communicated to future guests at the time of the reservation booking. The event that was taking place was the Clifford Brown Jazz Festival, which the demographics of the attendees and hotel guests were ninety-nine (99%) African American. I find this practice implemented by the hotel very suspect and questionable. This is not my first incident with a Marriott brand hotel so I will not be patronizing their brand of hotels in the future. I have had negative experiences in Charleston, SC, Hampton, VA just to mention. On today’s, date, July 12th, I received a call from a Marriott representative from area code (402) (Eastern Nebraska) what a total disconnect. The individual communicated to me that both hotels are franchises, and I was correct in that signage should be in place and visible to everyone. She stated that she would inform the Manager of my correspondence. Spend your money where it is respected not challenged.

The hotel is located in a business district with parking available underground. The rooms were reasonably priced for a block of rooms, for wedding guests, compared to some of the others hotels around. Upon entering, the first thing one notices is that the lobby needs updating. The front dest staff were courteous, pleasant and helpful, especially one named Liz. They have a small cafe type restaurant that is open for breakfast, however, the food leaves more to be desired. I was at this location for a wedding rehearsal reception, where light fare was served one evening, chicken skewers and egg rolls, which neither was very palatable. They have a cold beverage dispenser machine and small makeshift Starbucks in the lobby for a few beverages, muffins and fruit. There are not many options around for food to dine out in the area. I did find a small cafe, open only on week days, about 3 blocks walk to the left, for decent burgers, chicken sandwiches and fries. It is next door to a tiny specialty coffee shop on the street. About 6 1/2 blocks walk, in another direction, is a food market located on 13th Street on the first level of an office building. They have a variety of breakfast and lunch options, open 7 days a week. One positive, is that the elevator is secure, being one can not access floors without a room card, however, the elevators need updating, as well. The hotel king suite rooms on the 5th floor where I stayed had minimal updating. The living room furniture is just basic looking and dated. It was nice that the rooms had two televisions. The view was decent from the large windows. The bed is comfortable and very clean, however, some of the pillows are ok, and some need replacing, too flat. The bathrooms looked like they had some basic renovation, however, my shower door did not slide well, the toilet is much too low with a minimal flush system. There was a loose metal panel leaning against the wall in the bathroom, that looked like the workers left from the renovation process. The sinks, vanity and mirror are nicely done. Once the hot water was turn on in the sink, noticed some brown sediment for about 5 seconds. Hot water in the shower was sufficient. The toilet paper is a cheap brand and very thin. Towels are decent and clean. Soap, shampoo and conditioner are supplied. Would I stay again? Probably not, being a would like a location with better food options, and a little more updated hotel, with more attention for detail in the rooms, for the price.

The rooms are just great: very spacious, a nice comfortable bed, a small salon and kitchenette facility; bathroom is rather small but convenient with a nice walk-in shower. It gives a cozy, warm atmosphere. Staff is attentive and friendly. The lobby and elevators are in a very bad shape and give a very outdated and worn-out impression. Think that some urgent renovations are required. The lobby is used a bit like an entertainment room, where you do not immediately get a very safe feeling. The breakfast buffet is average and could be extended with some additional items like cheese..

Needed a quick staycation in the city, so I booked this place. Although they don’t have a pool, the spacious rooms make up for it. The hotel is nice looking and the suites are such a great size. The staff is super friendly and helpful. My room was nice but housekeeping did miss a few spots (used tissue left on counter and dining table not cleaned off) aside from that, they stay was perfect. The bed was comfy and the food at the restaurant was good as well. I’d definitely book again!

Rooms while roomy are Very dated. Staff is not very friendly except for the woman at the Starbucks counter. Outlying area is not safe. Would not recommend staying there to anyone. I was approached by multiple individuals just walking out the door

I stayed at this hotel for 1 night on business. The reception staff was nice as was the bar tender. Food was decent for a hotel restaurant. The suite is where this stay really went down hill. I initially got into my room and did a once over of everything. It felt like house keeping left before finishing as evident by the horribly made beds, crumbs on the floor, substances on the table and disinfectant spray bottle. The room itself would be lovely if it was actually taken care of. My bathroom door had markings that honestly resembled dirty finger prints. When I went to unmake one of the queen beds for sleeping, I found more trash and wrappers next to the bed. Gross! The sheets also have a very odd musty stench to them. I always use the plastic laundry bag to take my dirty clothes home in - the one in my room was wrinkled and had 2 holes in it as though it had been used. I would not recommend this hotel and will be looking for different accommodations when I return to the area in February.

I absolutely do not recommend this hotel. I was part of a wedding group and could not have been more disappointed in the service given to me or members of the extended wedding group. Our room did not have functioning a/c. Manager said he would take care of it and did not. Our 2nd day in the room was miserable and no one did anything about it...not even a phone call. We were part of a large wedding booking...DO NOT book any groups here, it was embarrassing the lack of service given to family and friends of a wedding.

I have stayed in many Marriott hotels. I love the brand and always receive excellent service. I appreciate the hard work of all staff members, especially in the wake of severe understaffing. However, the service I received at the Sheraton Downtown Wilmington was disappointing, to say the least. Three days before arriving, I had called the front desk asking if it would be ok to check in early on the day of my stay because I had an event that afternoon I had to get ready for. They assured me that an 11 am check-in would be fine, and the Marriot app also indicated my check-in was at 11 am. When I arrived, the woman at the front desk told me that check-in was not until 4. I explained that I had called and expected an 11 am check-in, and she proceeded to get the Assistant General Manager, Elizabeth Ryan. Elizabeth impudently said check-in is at 4 pm, and whoever told me otherwise was incorrect. I explained that we had driven two hours and needed to get ready and leave before 4 pm. She said there was nothing they could do and that they "have a nice bathroom in the lobby" and walked away. The young woman said we could check back with her at 1 pm, and they might have something. We sat in the lobby until 1 pm and then asked again, and Elizabeth said there would be nothing until 4 (even though we witnessed at least eight people check out in the two hours we were sitting there) When we politely said we might consider another hotel because of our time restraint, she said: "great! Let me know, and I will cancel your reservation". We ended up leaving the hotel and booking somewhere else. Elizabeth was condescending unapologetic, and disingenuous. I usually have nothing to say but praise for my Marriot experiences; however, this was upsetting and utterly disappointing. I understand the stress of high occupancy and understaffing however that does not excuse decency and politeness.