Do Not Value Long-Standing Customers
Our company had always booked our employees at this location for three years whenever they traveled to Maryland from Philadelphia Airport. On this LAST occasion, we needed to cancel a room ONLY 3 hours after it had been booked, and the manager WOULD NOT let us cancel without charging us the complete fee for the room. He communicated this so in a very matter-of-fact, this-is-our-policy, kind of way, he said-I quote--"That's our policy, and if it doesn't work for you, that's too bad," even after I explained how much business we give them. Now I'm switching to the Embassy Suites in Newark, DE, our travel agent said that "they are a notch above the outlying Hiltons," and they value their customers, unlike at the Hilton Wilmington.