Extended Stay America Select Suites - Wilmington - West

The room and the bed Stairs

Nothing I booked this hotel online , I got there & the man in the office told me they didn’t have any rooms. They he had 2 rooms popping up I went in there & it was absolutely disgusting they had all the cleaning supplies in there , the dirty mop water was by the door , the beds weren’t made. It was horrible. They said they refunded it because they didn’t want to clean the rooms & it’s been almost a week & I still have no refund

Better customer by booking.com Booking wrong room

Good

This entire hotel is absolutely disgusting! The photos are from when the place was first built. It looks nothing like this other than the layout of the room. Everything was grimy and dirty. The entire hotel smelt like cigarette smoke and weed. Strange people coming in and out of the hotel as this is In bad location. Didn’t find out until after my stay that it’s mostly a crack he’d hotel and right next to it is a half way house for people trying to get clean. I don’t recommend anyone staying here. The rescuers that say that it’s good are obviously all lies! I wouldn’t even want my worst enemy to stay here. Was so gross

Exceptional

Terrible experience. I arrived at 11:45 p.m. with a confirmed reservation, but the lobby was locked and no employee was there. An off-site representative confirmed nobody could check me in. Smelled horrible. Couldn’t even fulfill reservation.

Unbelievable, I was completely shocked. Does this property have to meet any type of corporate standards? Looks like a 50 year old dormitory with little updates. A "Select Suite"? What a joke. The long term tenants were sketchy and loud. We were greeted one morning with a passed out individual in the hallway. They used stock photos for their advertising, a classic bait and switch. Save your money! We had two rooms, should have slept in the car.

Bad

There were roaches, it smelled ig cigarettes inside the hotel, very creepy people walking around at night, the front door, you are supposed to use your card to enter was propped open giving ANYONE access inside the hotel. To hurt and bother guests

Bad

I was horrible the bathroom smells like hot ass piss didn’t have a remote for the TV. Couldn’t even download a remote on my phone had issues with that. Was a lot of crackheads around the building junkies. And I itched when laying on the bed.

Poor

When me and my boyfriend first arrived, before we said anything the front desk lady said they're booked. Even after I said we had a reservation she still said they're booked. She then looked in her system and said they could give us a smoking room (we paid for nonsmoking) but since it was short notice it was better than canceling and having to pay more later. She said the hotel tried to contact me but had no phone number on file even though hotels.com has my number. After getting to the room I try to chat with hotels.com about this issue and in the end they issued me a hundredkeycash credit but it was like pulling teeth. On hold for over half an hour. Them calling the hotel and getting no response or being told they can't do anything since I accepted the room. Hotels.com didn't want to take any responsibility when they can control which hotels to put on their site. At the end of the day they shouldn't partner with this hotel for overbooking when I clearly have paid in advance and have a reservation, then given a smoking room when we were promised nonsmoking. There were also cockroaches at this place so be careful. We were on the third floor so it wasn't bad. Kind of dirty, no amenities except for the laundry room was ok. I'm glad they accepted dogs and were reasonably priced but I wouldn't come stay here again if I can help it. And hotels.com handled it pretty poorly, it was hard to get any customer service. On check in there was also a homeless guy loitering asking for food.

The Extended Stay hotel staff informed us that they do not provide amenities such as kitchen utensils, shampoo, complimentary breakfast, or 24-hour guest service. Hotel support is very limited, with staff generally available only during normal business hours. After the evening, there is little to no customer support except for check-in and check-out. The room itself was not well maintained. It was untidy, the bathroom was not clean, and even the refrigerator was in poor condition. Overall, we do not feel this property is suitable for a family vacation. It may only be appropriate for a short temporary stay. We originally planned to stay for two days, but we checked out after one day because the experience did not meet our expectations. It is unclear whether the responsibility lies with the hotel booking portal or the Extended Stay property. The hotel staff clearly explained the services they actually provide, but the booking portal listed amenities that were either unavailable or misleading. This lack of accurate information created false expectations. I would like to mention that the hotel staff were courteous, polite, and supportive throughout our stay. Our concern is not with their behavior, but with the lack of amenities and the inaccurate information presented on the booking website.

I made a reservation through Booking.com, but when I arrived at the hotel, the front desk clerk told me that because it was the Fourth of July, I could only stay if they happened to have a room available. In other words, they showed no commitment to honoring reservations made through Booking.com. Luckily, there was a room available, but they tried to charge me twice the price that was listed on Booking.com. I argued until they finally honored the correct rate. I do not recommend this place. Sometimes the cheapest option ends up being the most expensive. You're better off staying somewhere else—this hotel is terrible.

Exceptional

Location Room was smoked in. Dirt ashes in corners ... bed was hard

Room was smoked in. Dirt ashes in corners ... bed was hard

I arrived at extended stay and the hotel staff said since i am a local I can’t stay at this hotel they only accept people that are further then 50miles from it so now I paid for a hotel I didn’t even stay in