Holiday Inn Express & Suites Wilmington West - Medical Park By Ihg

The hotel is frequently highlighted for its cleanliness and comfortable accommodations, making it a reliable choice for many guests. Its convenient location near key areas and the generally friendly staff are also consistently praised, contributing to a pleasant stay. The complimentary breakfast is often cited as a significant benefit, offering a good start to the day. This hotel is particularly well-suited for medical visitors due to its proximity to local hospitals, and business travelers appreciate the comfortable rooms and quiet environment. Families often consider it for its amenities, though some aspects require careful planning. To ensure a smooth experience, guests are advised to verify the status of the pool before arrival, especially if traveling with children, and to confirm the pet policy directly with the hotel to avoid misunderstandings.

Facilities & Amenities
The hotel offers a range of facilities, though guest experiences with them are mixed. The indoor pool is a significant draw, particularly for families, but it frequently receives negative feedback for being cold, having excessive chlorine that causes eye irritation, or being closed for maintenance without prior notice. Some guests noted issues with the pool's cleanliness, including a yellow/green stain line. The fitness center is available, though some found it small or warm, and issues like broken equipment or lack of towels were reported. While Wi-Fi is generally available, some guests experienced problems with electrical outlets in rooms not working. Other conveniences include ice machines and vending machines. An outdoor fire pit is a unique feature appreciated by some, offering a relaxing space.

Cleanliness & Room Comfort
Guest feedback on room cleanliness and comfort is varied. Many guests consistently praise the rooms for being clean and spacious, with comfortable beds and crisp sheets ensuring a restful sleep. The bathrooms are often described as clean and well-designed, with some appreciating the walk-in showers and Dove products. However, a notable number of reviews mention significant cleanliness issues, including stains on carpets and couches, hairs in bathrooms, dirty mini-fridges, and even mold on walls or a musty odor. Some rooms had specific maintenance problems like running toilets, clogged sinks, broken toilet paper dispensers, dead phones, or non-working coffee makers and hairdryers. Noise levels are a frequent concern, with guests reporting thin walls, loud neighbors, screaming children, and noticeable street noise, impacting sleep quality.

Dining & Food Quality
The complimentary breakfast is a significant highlight for many guests, often described as good, great, or even impressive with a nice variety of options. Guests appreciate the hot food selections, including eggs, potatoes, and pancakes, and the coffee is frequently praised for its quality and constant availability. The breakfast attendant often receives commendation for being friendly, helpful, and ensuring items are well-stocked. However, some guests experienced issues with items running out, such as creamer, milk, yogurt, or muffins, and the pancake machine was occasionally reported as non-functional. While the overall quality is generally positive, a few guests found the breakfast average or desired more specific options like gluten-free choices or grits.

Location & Accessibility
The hotel's location is generally considered a major advantage, offering convenient access to various points of interest. It is frequently praised for being close to hospitals, making it ideal for medical visitors. Guests also appreciate its proximity to downtown areas, shops, and restaurants, allowing for easy exploration. While some reviews indicate it is a bit further from the beaches, others find it a suitable base for visiting coastal areas. The parking lot is noted as being plentiful and well-lit, though some found it a little tight at times. Overall, the location is described as safe and provides good accessibility to the surrounding city, despite some guests mentioning it being in a less desirable area or having noticeable street noise.

Staff & Service
The staff at the hotel receives highly mixed but often positive feedback. Many guests consistently praise the friendly, helpful, and attentive service, highlighting individuals who went above and beyond to assist with requests, provide local dining information, or ensure a comfortable stay. The check-in process is often described as quick and seamless by many. However, a significant number of reviews report negative interactions, including rude staff, unwelcoming attitudes, and a perceived lack of professionalism, particularly during check-in delays or when addressing issues. Some guests experienced difficulties with housekeeping not cleaning rooms daily or entering rooms despite "do not disturb" signs. Issues with late checkout requests being denied or handled poorly were also noted, indicating inconsistencies in service delivery.

Additional Information
A recurring and significant issue for guests is the hotel's pet policy, with multiple instances of guests being misinformed about its pet-friendly status, leading to frustrating experiences and booking cancellations. This highlights a need for clearer communication regarding specific hotel rules. Another common concern involves billing discrepancies, where guests were charged multiple times or faced unexpected fees, including a controversial smoking fee based on perceived odors rather than direct evidence, which caused considerable distress and required bank disputes. Some guests reported issues with room readiness, experiencing long delays past standard check-in times, which caused considerable inconvenience and frustration, especially after long travels. The hotel's rewards program benefits were mentioned by some, though not extensively. There were also isolated reports of bugs in rooms and fire alarms going off unexpectedly, adding to guest discomfort and disrupting peaceful stays.