Great hotel

Normally I only like to leave reviews to rave, and while so many things about this hotel were amazing, we left with a very sour taste in our mouth. After seeing they took dogs on this app, I physically called to make a reservation cause I always ask regarding the pet fee. Our husky is a registered ESA, and I know there are all sorts of rules, but a fair amount of hotels will honor it like a service animal and wave the fee. We always travel with the card for proof.

I was told over the phone upon booking that they honored it, so I was like ‘Great! Thanks so much’ Its safe to say I’m not the only traveler who has to be really aware of cost, especially with this INSANE gas prices. With honoring it, I then even took the bait for an upsell on the room. Easy breezy. We arrive, (during a massive storm) the front desk was a whirlwind, but the gent working, under a lot of stress was great. We presented the ESA, he made a photocopy, helped us to the room.

All was well. It wasn’t till I was at the front desk the next am before check out, when I was inquiring about some artwork, that I overheard the manager getting a call from housekeeping and said our room number. I was like that’s our room. WELL, apparently we weren’t put in a ‘pet friendly room’ and I was informed by the front desk that they don’t take ESA. and we were being charged the $50 pet fee. 😳.

I did my best to not loose my mind, pleading my case, as well as my husband. But this woman didn’t budge, waving a paper in our face regarding service animals. What I’m actually upset about is not really the $50, it’s that this woman was the MANAGER, and the fact she didn’t even attempt to fix the mistake and truly apologize for the negligence of her staff. I am in a high position of Hospitality and Customer Service in my own employment, and I couldn’t believe her response was like, ‘Well they haven’t read this paper with the rules yet’.

Really disappointing. It’s such a beautiful hotel, awesome history, sweet little city. Staff was friendly, for the most part. But sadly we won’t return. If you book here, just be prepared to spend more money that quoted. And if you travel with an ESA card, don’t even bother asking. Hope this review helps others.

Jun. 09, 2022

Awesome all around!

I’m from Wilmington, so I know the area well, but first time bringing our Rescue down for a visit. First, price was great, location is awesome. Pet rooms are first floor so you have an insane view of the river and our Husky loved every minute looking at the view. Rooms close to the pet area, and you are steps away from the river walk which is the ultimate dog walk! Rooms were in better shape than what i thought they would be and the bed were great! This will be our go to hotel every time we bring our dog home to Wilmington!!

Jan. 17, 2021