Sheraton Suites Wilmington Downtown - Wilmington, Delaware

Jason M.

Never in my wildest of dreams did I expect to have such a horrible experience at a Marriott Brand Hotel. Had this not been a business trip that was paid for before my arrival, I would have left the first night. No one at this hotel understands the meaning of customer service. I didn't encounter one staff member who was friendly, helpful, or otherwise interested in doing their job. On one occasion I stood at the front desk for several minutes unacknowledged while the front desk agent just continued doing her work. When she finally addressed me, she asked if I was doordash. My purpose for standing there was because my room was freezing although the heat was turned up. When I explained my issues, she responded that it was like that sometimes. She didn't offer to send maintenance or ask if I wanted to change rooms. She couldn't have cared less. The next morning, not sure if there was breakfast or what, I went to the Starbucks counter. Before I could finish my order, she rudely interrupted to say she was out of food. It was 8:00 am on Monday and you're already out of food? Make it make sense. I had to find a breakfast alternative and still make it to my meeting on time. There are little to no food options in walking distance of the hotel. The other major disappointment was being unable to connect my Roku to the TV. The only option for HDMI would be to plug my laptop in and mirror the screen. Upon check out I head to the front desk. Yet again a lady is standing there and doesn't acknowledge me until I finally say good morning to her. I ask for a receipt and she says, they don't have printers. I know she is lying because she is shuffling through paperwork while talking to me. I really wished I had read other reviews and taken the original advice to stay at the Hyatt Place. DON'T WALK..... RUNNNNNN FROMT HIS HOTEL.

Suzanne S.

This hotel ALWAYS disappoints....I have never spent the night there but have been there for several meetings. Unfortunately these meetings are arranged by out of town organizers who may not know this particular location and base their decision based on overall hotel chain reputation. This particular time,luckily the fruit fly/knat problem was not an issue...it has been multiple times prior to this time. However the trade off was unregulated heating issues...in one room the temperature hovered in the 80's, the room across the hall in the very low 60's. The problem was being addressed...and the staff is always friendly...they just have to deal with the woes presented by a very aging structure...and a parking garage that at best accommodates a VW bug...if your car is any larger,prepare yourself for issues.

Armenian A.

I really felt right at home with a clean room in the center of the city. Housekeeping was amazing! The front desk team was overwhelmed with multiple weddings the weekend I stayed. The attention to detail, friendliness, and kindness for customers was just not there. They were dismissive and did not want to help with any issues or hear guest concerns. Rather than a discussion, or giving attention to each guest, 3 different associates were on autopilot complaining about the printers and their electronic systems having issues any time I was in the lobby or at the bar I overheard the same employee complaints.

Angela F.

The room was immaculate, service for Cafe and Starbucks was immaculate. Room was clean and shower pressure was great. But we had a problem w Liz attempted front desk for breakfast. We paid over $500 for a suite for two days and you would have thought breakfast would've been included. But it wasn't. And we didn't find out until after we ate. That cost us $36 for a breakfast that wasn't that great. And we definitely didn't eat $36 worth of CONTINENTAL Breakfast ☹️. It's amazing how one thing or one person can ruin the entire visit 😡

Janae D. V.

The day I checked in, there seemed to be quite a lot going on at this hotel! It looked like multiple groups and individuals were trying to get early check-in (including the group I was with). The staff was very communicative and busy, trying their best to accommodate everyone as quickly as possible. I understand it's a lot to manage, and I'm so appreciative of their communication throughout the entire process. Special kudos to Abigail, who made our check-in process smooth and went above and beyond to take care of us! I also LOVED my room - super spacious, clean, great vibe, etc.

Nancy F.

We are not satisfied with stay.
We had a wedding group stay at the Wilmington Downtown Sheraton and unfortunately some were left to pay for a breakfast that was already prepaid through a contract. My husband and I paid $1273.00 for 58 guest breakfasts.

Our guests arrived at breakfast on the first floor, assuming that was were they were to go since no one really directed us otherwise. We were told that was my “job” and the bride and groom’s "job”. In my experience, the hotel front desk person communicates information about where and when the breakfast is located, especially if prepaid. This did not happen. Then typically, a hotel host at the breakfast takes a room number and or name for billing and this did not happen.

Several guests came down in the morning and up sat in lobby cafe and had some coffee and lite breakfast items. Then after a short amount of time, the gentleman who was working our buffet on 2nd floor came to the lobby cafe looking for us. This was someone who WAS doing their job and we appreciated his efforts. But unfortunately, the manager who was on duty scolded us, me included, and said that we could not leave until they paid. I explained that there has been a small mix up and that their breakfast was prepaid, followed with, can we just call it even since they barely ate anything. He told them they could not leave until they paid. This was only a handful of guests since it was still early in the 2 hour window for breakfast.

I was the host for the wedding but I am a guest at the Sheraton and should not be told that it is my “job’ or the "bride and groom’s job" to make sure our guest know where to go. Most people need guidance in a hotel. We cannot be expected to make sure people are in the correct place for breakfast. This is part of the hotel's customer service. It is very simple. But instead the manager on duty was rude and put such a damper on such a wonderful occasion like a wedding. He could have redirected us to correct location and all would have been so appreciated. It is how we make people feel that is the most important part of this experience. This hotel failed miserably!

I am extremely upset with how our breakfast unfolded. We prepaid $1273.68. Whether or not they ate a couple plates of potatoes and eggs in not issue here. The manager did not handle this professionally. He was rude and insisted that our guests pay their bill. I believe one table was charged 80 and possibly others? I am going to reimburse them as this was not my intention, as I am sure it is not the intention of Sheraton or Marriott.

As a guest in a hotel, that is exactly what they are, a guest. It is the job of the people who work at the hotel to direct their guests and treat them with the utmost respect. Some of our guests were from all over the country and unfortunately we cannot undo the way they were made to feel.

Brieana T.

Here we go again am about 99% sure I was racially profiled.i got kicked out because the cops came and they were refusing a wellness check that never happened then I was told that my bfs mom was beating on him in the lobby that never happened I came down to grab DoorDash twice and walked by them that never happened I was in the room with my children sleeping. The front desk also said that his mom was aggressive which that was not true either. I have bright green hair there’s no way to possibly miss me. And yesterday I did grab door dash for me and my kids but that’s was one around 4-5pm that are saying I was back and forth at 7am this morning they refused to knock on the door to check to see if he was there but walked in to kick me out But Im starting to notice that Marriott is probably some of the worse hotels I ever been in.especially considering there was no reason for it and then they were threatening me and rushing me too go and I told them I have two kids and I am packing the room by myself and they caught attitudes then someone else came up and threatened me for no reason might I add then they tried to charge me over 300. And kept trying my card over and over again after I left when I asked and sat in the lobby trying to figure out what happened. Housekeeping is sweet but any other worker had attitudes they automatically treated me with aggression and being extremely snobbish. I really got kicked out for no reason other than a white lady feeling uncomfortable😭 and I HAD NOTHING TO DO WITH ANYTHING they refused to show cameras and they were legit being disrespectful 0/10 fr and i actually thought i liked it there. I would never recommend the Sheraton specifically to anyone especially if they are lower class black people also I heard front desk gossiping and making fun of me and my family as well and that’s crazy cause I have a 4 person family and both of my kids are under 2 still.and for the staff yall need to do better or get cleared out including the manager. She was extremely disrespectful and if she doesn’t like you she seems to do what she wants.

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Positive: Great location if you are looking for a downtown hotel. The staff were friendly and helpful. Negative: The bathtub needs updating. I and a family member both got runny noses when we were there. I don't know what was causing that. But, it seemed to be linked to the hotel. We are both fine now that we are home. The parking spaces below are atrocious.