Aloft Wilmington at Coastline Center

Morgan Hinton

This was a horrible experience for me and my family. DO NOT STAY HERE, there is ZERO management capacity (the General Manager - Hannah, was missing in action the entire time I was there, and didn't bother to call, email, or even try to clear up the multitude of staffing issues I experienced). I stayed on August 14th and here's a list of the issues I had, and to be clear, I HAVE YET to get a resolution from the open case I have with corporate: 1. Instead of placing ONE hold for security costs (which I anticipated - and the hotel was fully authorized to do, Aloft placed TWO HOLDS in the amount of $262.75 on my account. So instead of experiencing the anticipated, authorized, hold for the rooms I booked. I experienced DOUBLE that amount being withheld from my account. I don't understand why I was billed an ADDITIONAL, unauthorized, duplicate charge of $262.75. To clarify, I rented two rooms for one night at a total cost of $483.62. I'd expect to be billed about 40% of that to cover a security deposit that's fairly normal. However No one could explain to me why TWICE that amount was held. I paid $483.62 for the room ahead of my stay and THEN had $525.50 in additional funds held from my account by the hotel. I called the hotel (multiple times), filed a case number, and tried to get help . This was clearly an error (it' unheard of to hold more than the cost of the entire stay!). NO ONE corrected this error, instead I was told to just wait for the hold to drop. This response would be perfectly acceptable if I were calling to complain about a single, standard, authorized security hold - but that's NOT what the issue was in this instance. Imagine planning to have $200-300 held up in fees, and instead having $575 held from your account without explanation. I was unable to reach anyone in accounting, the general manager (has yet) to call or return my calls, and rather than receiving support. I had to figure out how to supplement the withheld money from my account until the hold released on its own. 2.The day of check-in, I was told to wait until official check-in time to get my room (I arrived early). I was told there are no rooms available, and that there won't likely be until 4 PM check-in as they were severely understaffed, in the middle of a shift change, and literally waiting for rooms to become available. I was told to 'maybe take a walk outside' (it was literally 95+ degrees outside) or to find something to do in the area. Imagine my surprise when I checked back few minutes later (still before 4 PM check-in) and all the other guests (who were white...I'm black by the way) were checked in smoothly, ahead of the 4 PM time (no problems at all). When I brought this up, I was told 'they were put on a list, you are assuming but you don't have the full picture' I explained that this further proved my point. I'd called HOURS ahead that day to make arrangements for early check-in, why wasn't I afforded the opportunity to be put on a list and called as rooms were available just like everyone else? 3. ALL of the front desk attendants (except for Alisa, manning the front desk, providing exceptional service in the midst of absolute chaos and NO management support) were rude (one literally walked away from the desk as I approached to be checked in - just walked away, no 'please see the next attendant I have to take a break', or even acknowledgement of my presence, she took ONE LOOK at me as I approached, grabbed her purse and left). 4. ZERO management support. I watched as COUNTLESS guests came to complain about issues with parking, issues with the rooms, or the check-in process overall. Alisa, the LONE, competent front desk attendant was forced to respond to all these issues. I kept asking myself, what general manager allows the hotel to function with such limited staff and DOESNT decide to roll up their sleeves, come to work, and help out? Hannah that's who... the general manager in name who was missing in action my entire stay.

Drew Menard

As a Marriott Silver Elite member, I stay at a lot of hotels. This 2 night stay was supposed to be complimentary as I was using my Marriott benefits/certificated/points for the stay. The hotel associate checking me in confirmed this and said I would only be charged for incidentals/parking/tax. When checking out, I was provided with an invoice for just that, and they charged my card. Then, the next day, they charged my card for a 1 night stay plus tax. I have attempted to call and email them 8 times, but nobody responds to anything, and apparently there are never any managers on duty at the hotel. Beware!

Eileen Morris

Excellent!!

Angela Grumpy

I would want to stay here again. Amazing views. Room was nice. Hotel has plenty little hangout spots. I was here for work so no issues. The shower isn’t closed off so if you have multiple beds that won’t leave any privacy. Rooftop provided some amazing views. Shops and ears are in walking distance. Such a relaxing place. Turn in where it says Best Western. Aloft is in that same parking lot with Best Western and Railroad museum.