The Westin Wilmington

We are Platinum Lifetime and Titanium Elite for this year and many previous, while this doesn’t have tremendous real world application I mention that to highlight that we spend many nights in Marriott hotels. I was only at your property for one night but it was actually within the first minute (maybe 2) that I encountered one of the most pleasant and competent Marriott employees that I’ve ever had the pleasure of meeting in all of our many stays. Ms. Teishawn was singlehandedly and simultaneously taking a call, training an employee, welcoming members of a (wedding) party and checking me in with a tremendous amount of focus, professionalism and kindness. During my stay I had the opportunity to watch her interact with guests as well her colleagues and she is intentional and exemplary at every point and in all that she does. She is truly an asset to the Marriott brand.

Decent other than the napkin despensor for the paper towels. They also have the thermostats with the motion detector that shut off overnight so you wake up every hour. Service and personnel are alright and the gym is decent.

For the brand Westin, the customer service is unfortunately gone missing. It's peak summer in July, Air-conditioning is not working at the hotel. Front desk staff, I understand they not be able to give accurate estimate of when things will be back, but they were very unapologetic and didn't offer anything even remotely comforting for the inconvenience. They were simply not trained for providing better customer experience. We asked for a microwave in the room, at 4pm, which they agreed to. As of 11.15pm that didn't happen either. Not sure if this is the type of experience to expect from Westin. Nice location. That's a plus. Update: Thanks for responding to my request and fixing the issue with a refund.