Sheraton Wilmington South Hotel

365 Airport Rd | New Castle, DE 19720-1007  [SEE MAP]New Castle, DE  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 2

Doesn’t deserve the Sheraton brand

Oct 14th, 2019

Our experience at the Sheraton Wilmington South started by having to drive through 10 inches of water on the road leading up to the hotel. Turns out the hotel is built in the middle of a swamp which sometimes swells and covers the road. We drove slowly through that and arrived at the hotel to check into our junior suite which, given that it consists of 2 separate rooms, we thought would be more comfortable for our son who could almost have his own room. That assumed that the rollaway beds which the booking site said were available were in fact available. We were initially told they were out of them and that they were out of double rooms as well. They eventually found a bed but you can imagine our concern. Throughout the check in process, we could barely hear the agent because of a loud wedding party that had spilled over into the lobby area. The next day, we came back to the hotel late at night only to find out that the beds hadn’t been made and that there had been no housekeeping service. I asked at the front desk why that was and the response was “I don’t know why they didn’t make your beds, you must have left the Do Not Disturb sign.” (We did not). No apologies, no offer to come and make them. I got up early the next day and went down to get a complimentary coffee from the lobby coffee station. Unsurprisingly, there was no coffee left. I told the front desk agent and she said she would get some and left. 20 minutes later, she had still not come back so I gave up and went back up without coffee. A bit later, we went to have breakfast in the restaurant and we told the hostess that our rate included breakfast. She said it was fine and told us to sit anywhere we liked. We started eating and, about 20 minutes later after we’d eaten half our breakfast, she came back to say that our rate did not include breakfast. I offered to show her my booking confirmation which said “Free breakfast included” but she wouldn’t look at it and said that I needed to speak to the front desk. So I had to stop eating and go wait in line to speak with a front desk person to clear this up. When I got there, I showed her my booking confirmation and all she said was “I don’t know why Priceline didn’t send that along”. No apologies. I was given a voucher to present to the restaurant lady. Why she couldn’t take my confirmation herself and clear it up with the front desk is beyond me. To top it off, during all the the time we were eating breakfast (around 8 am), an employee was noisily vacuuming the carpet in the main lobby next to the restaurant area. Really? Couldn’t that have been done at a time that would not have disturbed guests so much, like 4am? It’s a good thing we didn’t have to pay for breakfast because it was awful. Scrambled eggs swimming in water, no bowls for cereals (you’re expected to eat them out of the individual cardboard boxes), no whole wheat or multigrain bread or bagels, no servers to bring coffee when we needed it. Just a terrible experience. The room itself was fine except for the AC which has only one fan speed: high and noisy. The staff at this hotel clearly don’t care about customer experience. They urgently need a new manager. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Old tired hotel

Sep 7th, 2019

Had a 2 night stay at the property since i was working in Wilmington and was definitely not impressed. The hotel is located about 15 minutes from town due to traffic and poor road design. Luckily parking is free, but a bit of a walk from parking lot into the hotel (and the parking situation is pretty haphazard) The check in process at 1AM was not that great... the agent got me my key quickly but claimed he couldn't change the credit card on my reservation. After 5 min of back and forth with the agent, he switched computers and changed my credit card in 2 min. Definitely not what I'm looking for at 1AM. Got a small suite, nicely sized but old! Couldn't find a power outlet to save my life. The A/C vent is only in the bedroom, so it doesn't make it into the second room. At least the bed was comfortable so hot an ok night's sleep. Oh, and don't expect much of a view. Didn't use any of the other facilities e.g. gym or lounge, but at least the wifi worked well. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Nice but worn

Sep 4th, 2019

Front desk staff are excellent, and it has a nicely equipped exercise room. The hotel is having exterior renovations done. Interior renovations are needed - hallway and room carpets are worn and have tears, paint needs touching up. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Not a pleasant stay and far from luxury

Sep 1st, 2019

The carpeting had a tear in it, was dirty, and did not look like it had been vacuumed. The bathroom was dirty and reeked. No ventilation or AC in the bathroom. The make up mirror is placed at a level for someone who is about 4 feet tall. The toilet backed up. The front desk people were not very friendly. It was very noisy at times from people vocalizing in the atrium area. Stayed two nights and each night we needed to have someone come to deal with an issue. Had to wait a long time the first night. Not a pleasant experience. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Save yourself the misery.

Aug 28th, 2019

Walked in the room, first thing I smell is cigarettes and some type of cleaning product maybe a refresher, smelled very musky and wet also. Everything in the room was dusty. The table the windows and window ledge, the nightstands the headboard, inside the drawers absolutely everything. I took a towel to dust everything off. There was no stand up mirror in the bathroom, looks like it was ripped off the wall seeing the holes in the wall. The bathroom door lock was broken and wouldn't close. The second door to the bathroom was shut stuck, and I had to slam it in with my strength to get the door to close. The bed was untidy, sheets weren't tucked in looks a complete sloppy mess. Carpet has stains, look dingy and nasty. there's a heavy smell coming from the carpet. Jacuzzi was cracked on the inside, hair was also still sitting in it. Hotel phones were down for 2 days I couldn't get in contact with anyone, people at the front desk don't smile, very unpleasant to look at. The hallways were loud I can hear music, yelling, kids screaming, someone next door kept slamming the door all night so I got no sleep. Again I couldn't call the hotel cause the phone was down and it didn't seem like they cared, and I didn't want to go to the front desk at 2am. The room was below average, I paid for a deluxe suite and it was disappointing.The hotel in in a weird spot gps is little help its very hard to find, road was flooded and I had to reroute. What a mess. Will only stay here if its a last resort and no other hotel in the area is available, and not recommending anyone to either. I came here for business with an extremely important collegue, and I picked the hotel which was an embarrassment to me on my part in front of such an import person in my company. What a fail. THE ROOM NUNBER WAS 221 if that's helpful to anyone. TRIPADVISOR.COM USER 

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