R. G.
Yelp
This is such a gorgeous property that I've been dreaming of staying at for months! Dreamers Welcome -- even the name exudes all the luxuriously whimsical vibes fit for a diva.
But as my grandmother ALWAYS told me, "everything that glitters ISN'T gold!"
First, the property was located in the "pet friendly" section of the booking site, but allegedly it's NOT pet friendly. Only TWO rooms are pet friendly and of course, my room was not. I found this information out one week prior to my trip, after the refundable date. I emailed to confirm my TWO dogs were on my reservation -- one of which is a legally certified ADA service dog. I received an email stating, "Two of our rooms are dog-friendly, however neither of our dog-friendly rooms are available for your stay... I regret to say that we cannot host your emotional support animal.... We can make an exception for your service animal only".
I emailed back TWICE, asking if my reservation could be modified due to the inconvenience and additional costs I'd incur boarding my second dog. When I didn't receive a reply, I called and left TWO voicemails. Neither were returned.
48 hours prior to my check-in date, Dreamers texted me the usual: "We look forward to your trip, text us if you have any questions", again I texted and explained the situation to see if I could modify my reservation for the inconvenience. No response.
The day of travel was a severe storm, but they made sure to text every 2 hours to find my ETA. When it was longer than the staff was willing to wait, I received self check in instructions.
The Visionary room is absolutely breathtaking, definitely photoshoot friendly! Check-in instructions were simple, parking was easy and everything was in walking distance. However, that beautiful waterfall shower? Make it quick, because THERE IS NO HOT WATER.
Cold showers for 3 days, anyone?
While adjusting a gorgeous palm tree light fixture in the room, I sliced my thumb and was bleeding horribly -- I texted asking for a first aid kit or band-aid. The response? You guessed it... NO RESPONSE.
I thoroughly enjoyed the complimentary breakfast during my stay, taking photos and videos for social media. However, after being charged $100... A HUNDRED DOLLARS, more than my total and requesting a final bill, I discovered THE BREAKFAST IS NOT COMPLIMENTARY.
I was charged "an additional" breakfast item, however when I asked for documentation, it could NOT be provided. What other charges were on the final bill? BRING-A-PET!
Yes! Even though they failed to return my emails / calls / texts and refused to stay for proper check in, they added a charge for my legally, certified ADA service dog that had all tags / vests on, at all times, when in public spaces!
A $50 charge!!! This is 100% illegal and I could and should file charges against the owners.
When I texted regarding this, I did receive a response: "A pet fee is charged for all animals."
When I expressed how this is ILLEGAL and included how I emailed / called / texted to no avail, to ensure zero issues beforehand, and even when cutting myself, there was no response, I received this response: "We are not staffed at all hours and are rarely by the phone to answer as we are a small business. We understand you are upset and we may not be the establishment you are accustomed to and prefer. Hopefully when you visit Wilmington again, you will be able to find a place that suits your desires."
I was told they would refund me for the "bring-a-pet" & "additional breakfast item", but I've yet to see this reflected on my statement.
Small business or not, prices reflect your accommodations / services and set expectations for any traveler. $1,000 for THREE NIGHTS at a property listed as "pet friendly" and "luxury" with "champagne service" and "in-room massages", but actually provides a community mini-fridge of white claws that operates on an honor system and in room dangers with no first aid readily available seems lackadaisical and is completely unacceptable no matter what desires I'm accustomed to.
Just a slap in the face to my expectations as if Embassy Suites isn't cheaper! If nothing else, customer service should've and could've been top notch, but I was essentially told that I'm one dreamer who ISN'T welcome back. Don't worry Dreamers, in your dreams.